BC.Game Casino - A conta do jogador está envolvida em violações de autoexclusão.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BC.Game Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Are there any accounts currently open and not restricted in the casino?
• Have you informed the casino about your gambling problems at any point? Would you be able to provide a timeline and evidence?
• Have you proceeded with self-exclusion purely via the casino's request system, or have you shared your concerns with support?
• Could you please advise when was the last time the casino allowed you to deposit?

Could you please share the casino's responses to your refund requests?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

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Thank you for your patience, and stay safe.

Hi Tomas,

In regards to accounts currently open, yes I can still access one of them.

I have informed the casino through email and live chat but they have not responded.

I have self excluded through both email (see attached documents) and through live chat (which I cannot access due to the accounts being blocked) and yes I did disclose my addiction to them.

They allowed me to deposit in May, that was the last time but I do still have access and means to deposit if I so wished.

Many Thanks

Thanks for your reply.

If you disclosed your addiction to the casino, kindly provide sufficient evidence, such as sent emails or other communication records.

Send the supporting evidence to my email at tomas@casino.guru for review.

Thanks in advance for your cooperation.

Hi Tomas,

Unfortunately when I have spoken to them about my addiction it has been over live chat in which I am not able to access logs due to them being on accounts that are self excluded (because of that reason) or have been blocked.

Regardless of this, I still should not have been able to create new accounts using the same details.

We believe online casinos should reasonably prevent you from opening multiple accounts if you inform them of your gambling addiction. Please note that the self-exclusion you requested only means the account for which you requested will be blocked.

Since you haven't informed the casino, we can't conclude that the casino should have protected you in this manner. Please note that online casinos with fast registrations (where no personal information is filled out), the online casino can't guarantee the ability to prevent new accounts either.

I am sorry, but our conclusion is that we can't ask the casino to refund you as the self-exclusion in the accounts you created hasn't failed.

I would recommend you try using means to limit your exposure to online gambling. You can find several tools and strategies in the aforementioned guide.

Since we can't take further steps, the complaint will be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino.