BC.Game Casino - A conta do jogador permanece aberta apesar do pedido de autoexclusão.

I opened a bc games account probably in 2022, after losing 50/60k I self excluded, I made a new account assuming it was going to be deactivated when it linked my two accounts, I accidentally sent 500 or so to the old account and bc games reopened my old account so I could transfer the money my new account via on the platform, I have all the screen shots from the chats, in my new account I have wagered close to 400k I have repeatedly asked for my account I be closed as you can see I begged in one message to close my account, they have failed to save guard a players please see below attachements

Dear Patrick2020,

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. 

• Have you confronted the casino with the fact they allowed you to reopen your account and deposit, despite the self-exclusion?
• Have you requested a refund of your deposited funds already? With what result?
• If there is any other supporting evidence you wish to share, post screenshots here or send the information to my email at tomas@casino.guru

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

Best regards,

Tomas

I have emailed you with proof of me asking for help it carry’s on from what I sent on here, it wouldn’t let me email all of it over and wouldn’t let me upload all photos here, i was begging in one screenshot for my account to be closed, I begged them to stop letting me spend tens of thousand pounds with them, and nothing, they have failed to save guard, do affordability tests, check on my well being, it’s blatant there was an issue, after all these screen shots I just signed back in to see if they actually removed my account but it’s still active, after all of the conversation and me asking for them to close my account

Thanks for your patience.

Could you please advise if both your old and new accounts are currently closed?

You wrote you chose a permanent self-exclusion option for the original account. Have you informed the casino about suffering from gambling issues at that time?

Hi Tomas , my old account is locked and my new account is still active, you can see through the screen shots I have gambling issues, i closed the old account for the same reason, I can no longer access it to send you screen shots of my old account

if you look above at my last message I did state this

what’s is the possible outcome from this? Can i potentially get money back?

thank you for your help

Dear Patrick2020,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of Patrick2020. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Thank you very much, Patrick2020, for your patience and provided information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Patrick2020,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear BC.Game Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Patrick2020,

Can you tell me if you have used the same email for both accounts in question?

Dear Patrick2020,

I have asked the casino representative for a reply, and it should arrive in the thread as well.

We acknowledge that you had previously opted for self-exclusion on our platform. However, our records show that the subsequent accounts were created using different devices and IP addresses, without any KYC verification. As such, it was not technically possible for us to link these accounts to your original profile.

As per our Self-Exclusion Policy (Section 7), by initiating self-exclusion, you agreed that:

• You would not create another account during the exclusion period.

• You would not deposit or attempt to deposit funds into any BC.GAME account.

• You would not place wagers on our website.

• This is a voluntary action initiated by you, and BC.GAME is not liable for any losses incurred during the self-exclusion period.

We take responsible gambling seriously and have systems in place to detect self-excluded users. However, bypassing self-exclusion through alternative devices, IPs, or unverified accounts directly undermines these measures.

In line with our policy, we are unable to accept liability for any activity undertaken in breach of the agreed self-exclusion terms.

Best regards,

BC.GAME

Dear Patrick2020,

Unfortunately, I have to inform you that I will not be able to help you in this case. Since you chose to play at a casino with quick registration, there was no possible way for the casino to connect your accounts because you used a different email, device, and IP address, and also, no KYC was done.

Due to the aforementioned reasons, this complaint will now be rejected. 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 any issues with this or any other casino in the future.

Please let me share a few resources related to responsible gambling that might be useful:

If you have accounts open in any other online casino I would like to call your attention to our Self-Exclusion Assistance Tool

https://casino.guru/global-self-exclusion-initiative/assistance-tool

This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here

https://casino.guru/global-self-exclusion-initiative

and about BetBlocker here

https://betblocker.org/

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link

https://casino.guru/problem-gambling-help-centers