BC.Game Casino - A solicitação de autoexclusão do jogador não é processada.

Good morning,

After a 5-month break from gambling, last week I felt the urge to play again. To avoid temptation, I went to request self-exclusion at bc [Attached photo]

The request was received by bc 5 days ago, I pressed the button for cool down and this is what appears

Unfortunately, I was not self-excluded and my account is still active, I fell back into playing, losing my entire remaining salary amounting to €470.80

I kindly ask for your help in recovering the amount and assisting me in self-excluding my account. I have had gambling addiction issues in the past and I do not want to start over again.

Thank you in advance.

Kind regards,

Daniel

Buongiorno,

Dopo 5 mesi in cui avevo smesso completamente di giocare la scorsa settimana mi è tornata la voglia, così per non cadere in tentazione sono andato a fare l'auto esclusione presso bc [Allego foto]

La richiesta è stata ricevuta da bc 5 giorni fa, ho premuto il pulsante per il cool down e questo è quello che compare

purtroppo non sono stato autoescluso e il mio account è ancora attivo,ci sono ricascato giocando di nuovo tutto quello che rimaneva del mio stipendio per un totale di 470,80 €

Chiedo gentilmente aiuto a voi per recuperare la somma e aiutarmi a fare autoescludere il mio account, ho avuto problemi di ludopatia in passato e non voglio ricominciare di nuovo.

Ringraziando anticipatamente porgo.

Cordiali Saluti

Daniel

Dear imnotd4ny,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you're facing, and I understand the serious nature of your situation.

To help us proceed with resolving your issue, I would like to clarify a few points:

• You mentioned that you requested self-exclusion, but the request was not processed. Could you kindly provide any supporting evidence, such as a screenshot or confirmation of the self-exclusion request you submitted?
• In our previous complaint from August 2024, we advised you to send an email to request proper self-exclusion and recommended using BetBlocker. Could you please confirm if you followed up on these recommendations?
• Do you have any other communication from the casino that could help us better understand the situation?

Your cooperation is crucial for us to move forward with the case.

Please feel free to forward any relevant communication or documents to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Good morning, thank you for your reply, I sent the screenshot in the message above but I am re-providing all the new screens with updates, as yesterday I finally managed to communicate with customer service, who confirmed the error.

when we closed the last complaint I used betblocker, but unfortunately when I broke my phone and changed it I realized that I could go back to the site and play. For self-exclusion I used the appropriate section of the bc site but after receiving the confirmation by email and pressing the link I was not self-excluded, I contacted customer service and they told me that they had proceeded to self-exclude me immediately, but as you can see from the screen that I am sending you now, I can still access and play, I am attaching a chat with an operator and a screen taken now on 01/12/2025 at 01:55 pm which shows that I still have access to my account.

I just saw that the maximum number of attachments is only 6 so I proceeded to send all the attachments and the continuation of the complaint by email. My email is . Thank you for everything and I await your response.

Best regards

Daniel

Buongiorno, la ringrazio per la sua risposta,ho inviato lo screenshot sul messaggio superiore ma rifornisco tutte le nuove schermate con degli aggiornamenti, in quanto ieri sono finalmente riuscito a comunicare con il servizio clienti, che hanno confermato l'errore.

quando abbiamo chiuso l'ultimo reclamo ho utilizzato betblocker, ma purtroppo quando ho rotto il telefono e lo ho cambiato mi sono accorto che potevo rientrare sul sito e giocare. Per l'autoesclusione ho utilizzato l'apposita sezione del sito bc ma dopo aver ricevuto la conferma via mail e premuto sul link non sono stato autoescluso, ho contattato il servizio clienti e mi hanno detto che avevano provveduto ad autoescludermi immediatamente, ma come vede dalla schermata che le invio ora, posso ancora accedere e giocare, allego chat con operatore e schermata fatta ora in data 12.01.2025 alle ore 01.55 p.m che dimostra che ho ancora accesso al mio account.

Ho visto solo ora che il massimo di allegati sono soltanto 6 quindi ho provveduto ad inviare tutti gli allegati e il continuo del reclamo tramite mail. La mia mail è daniel.schipani@gmail.com . Ti ringrazio per tutto e attendo risposta.

Cordiali saluti

Daniel

Hi imnotd4ny,

Thank you for providing the updated screenshots and information.

Regarding the self-exclusion issue, I understand that you used the appropriate section of the site, but after receiving the confirmation email and clicking the link, you were not self-excluded. You also mentioned that live chat wasn't responding, and you had difficulty with the self-exclusion feature.

• As per our previous recommendation, could you kindly confirm if you followed up by sending the email request for self-exclusion, as advised earlier when the feature didn’t work and when you faced delays with live chat?

Thank you for your patience and cooperation.

Good morning, when I processed the request for self-exclusion from the site, the confirmation email (which I gave) came directly from their support email (on the bc site I only found the email for commercial contacts) and another email which is ...I enclose confirmation of receipt of the request for self-exclusion

The live chat also responded 2 hours later like this:

It says here that they would get back to me after investigating the issue (no one has gotten back to me)

I would like to add that in the terms and conditions of the site this appears:

Item 20.2: self-exclusion must be requested via live support (which I did after realizing that my self-exclusion had not been taken into account at the time of the request via the appropriate button on the site and after receiving confirmation of receipt of self-exclusion via email)

Honestly, I did not send any handwritten email as my self-exclusion had already been confirmed by their email.

I also add that live support wrote this to me.

From what I understand, my self-exclusion was supposed to take effect immediately, but it didn't, because if I enter the site now I can still play. I just did the test and everything works normally, I haven't been excluded yet and if I wanted I could still upload money to play. This situation seems absurd to me, I've done all the possible steps to be excluded, but I'm still allowed to play.

Best regards

Daniel

Buongiorno, quando ho elaborato la richiesta di autoesclusione dal sito la mail per la conferma (che io ho dato) proveniva direttamente dalla loro mail del supporto (sul sito bc ho trovato soltanto la mail per i contatti commerciali) e un altra mail che è support@bc.game ... Allego conferma di ricevuta richiesta di auto esclusione

La chat live inoltre ha risposto 2 ore dopo così:

Qui dice che mi avrebbero ricontattato dopo aver investigato sul problema (nessuno mi ha ricontattato)

Vorrei aggiungere che nei termini e condizioni del sito compare questo :

Voce 20.2 : l'autoesclusione deve essere richiesta tramite live support ( cosa che io ho fatto dopo essermi reso conto che la mia autoesclusione non era stata presa in carico al momento della richiesta tramite pulsante apposito presente sul sito e dopo aver ricevuto la conferma di ricezione di autoesclusione via mail )

Sinceramente non ho inviato alcuna mail scritta di mano mia in quanto ormai la mia autoesclusione era stata confermata dalla loro mail.

Aggiungo anche che il supporto live mi ha scritto questo .

Da quello che capisco io la mia autoesclusione doveva avere effetto immediato, invece no, perché se io ora entro sul sito posso ancora giocare. Ho appena fatto la prova e tutto funziona normalmente, non sono ancora stato escluso e se volessi potrei caricare ancora soldi per giocare. Questa situazione mi sembra assurda, ho fatto tutti i passaggi possibili per essere escluso, invece ho ancora il permesso di giocare.

Cordiali Saluti

Daniel

Hello,

First of all, I would like to apologize for this situation. Mostly, the frontend self-exclusion works without any issues, but users are always asked to email us or speak to customer support for self-exclusion if there are any issues. The issue you have faced was unable to replicate it so far from our end, but we will look into it.

You reached out to our customer support on 11th Jan regarding this, and I can understand the CS staff was not really helpful regarding this case. I have manually excluded you from the side. But we will request you to send an email with consent stating that you want to be self-excluded permanently.

From 11th Jan till the date, your losses are $ -297.13. For this, please send your usdt (tron) address along with the consent email, and we will initiate the refund for the same.

Best Regards

Panda - BC.GAME

Dear Panda - BC.GAME,

Thank you for your response and for addressing the self-exclusion issue.

The player has now sent their consent email along with the TRON USDT address for the refund. Could you please confirm if you require anything else from the player to process the refund, or if everything is in order to proceed?

We appreciate your cooperation and look forward to your update.

Good morning, is there any news? It's been 7 days since I sent the self-exclusion email and sent my USDT tron address but to this day I have not seen the refund or even received a response.

I await news.

Best regards

Daniel

Buongiorno, c'è qualche novità? Sono passati 7 giorni dall'invio della mail di autoesclusione e l'invio del mio indirizzo USDT tron ma ancora ad oggi non ho visto né il rimborso e nemmeno ottenuto una risposta .

Attendo notizie.

Cordiali Saluti

Daniel

Good morning, I don't want to be annoying, I am a person aware of my mistakes but also of the mistakes of others, but now the timer has also expired, can I know something kindly? Thank you!

Buongiorno,non voglio risultare pesante,sono una persona consapevole dei miei errori ma anche degli errori degli altri, ma ora è scaduto anche il timer,posso sapere qualcosa gentilmente ? Grazie!

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.

Good evening Petronela,

Thank you for your extension of time and promptness.

I wanted to update you that I have tried to contact them via email again in hopes of a response.

I attach here the email sent because I want to be correct and it is right to inform you.

I hope for a quick response from them.

Best regards

Daniel

Buonasera Petronela,

Ti ringrazio per il tuo prolungamento del tempo e il sollecito.

Volevo aggiornarti sul fatto che ho provato a contattarli nuovamente tramite mail nella speranza di una risposta.

Allego qui la mail inviata perche voglio essere corretto ed è giusto informarvi.

Spero in una risposta rapida da parte loro.

Cordiali Saluti

Daniel

Hi imnotd4ny,

I just sent a reminder to the casino and hope for a quick reply. I’ll update you as soon as I hear back.

Fingers crossed for a speedy resolution! 🤞

Thank you so much for extending, let's hope for the best, I haven't even received a response to my email, also because now I'm really in difficulty as I've used up all the available money and my salary arrives on February 11th ... I was hoping for this money to get through these 11 days.

I know I did the damage but I would like to try to get back up.

Best regards

Daniel

Ti ringrazio tantissimo per aver prorogato, speriamo in bene, non ho ricevuto nemmeno una risposta alla mia mail, anche perché adesso mi trovo davvero in difficoltà in quanto ho finito tutti i soldi disponibili e lo stipendio mi arriva in data 11 febbraio ... Speravo in questi soldi per andare avanti questi 11 giorni.

So che il danno lo ho fatto io ma vorrei provare a rialzarmi.

Cordiali Saluti

Daniel

Unfortunately I see that there are only 10 minutes left for the casino's response and I'm sorry... I don't understand why despite having found a good agreement with Panda we have not been contacted anymore. I confirm that my account was immediately auto-excluded, but despite the email sent to them they never responded to me, to date the refund has not yet been made, 2 weeks have passed, I'm starting to lose hope unfortunately, even if I always hope for something positive.

Best regards

Daniel

Purtroppo vedo che mancano solo 10 minuti per la risposta del casino' e mi dispiace... Non capisco per quale motivo nonostante avessimo trovato un buon accordo con Panda non siamo più stati contattati. Confermo che il mio account sia stato immediatamente auto escluso, ma nonostante la mail inviata a loro non mi hanno mai risposto, ad oggi non è stato ancora effettuato il rimborso, sono passate 2 settimane, inizio a perdere le speranze purtroppo, anche se spero sempre in qualcosa di positivo.

Cordiali Saluti

Daniel

Good morning Petronela, since the timer expired more than 24 hours ago I was interested to know if you had received any news!

Good day

Daniel

Buongiorno Petronela, essendo scaduto il timer da più di 24 ore ero interessato a sapere se avevi ricevuto qualche novità !

Buona giornata

Daniel

Hi imnotd4ny,

The casino has informed us that they have not received an email from you using the registered email address linked to your account.

To proceed with your request, please ensure that you contact them from your registered email. Kindly resend your message and let us know once you’ve done so.

Let me know if you need any further assistance.

Good morning Petronela, the email is always the same from which I sent the self-exclusion request, and this is demonstrated by the fact that when I requested the automatic self-exclusion that did not work the confirmation arrived on the email that I used to then send the manual self-exclusion email. I am always using the same email, I only have another one but it is for work and I do not use it for these things.

I am sending you below the attachments of the emails I sent and their receipt of my request for self-exclusion.

Buongiorno Petronela, la mail è sempre la stessa da cui ho inviato la richiesta di autoesclusione, e lo dimostra il fatto che quando ho richiesto l'autoesclusione automatica che non ha funzionato la conferma è arrivata sulla mail che ho utilizzato per poi inviare la mail manuale di autoesclusione . Sto utilizzando sempre la stessa email, ne ho soltanto un altra ma è per lavoro e non la utilizzo per queste cose.

Ti invio qui sotto gli allegati delle mail da me inviate e la loro ricezione della mia richiesta di autoesclusione.

Thank you very much, imnotd4ny, for providing all the necessary information. I will now transfer your complaint to my colleague, Kubo (jakub.m@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Good morning Petronela, thank you for everything you've done, I wish you a beautiful life ☺️ Good morning Kubo, nice to meet you and thank you for the assistance ☺️

Buongiorno Petronela, grazie per tutto quello che hai fatto, ti auguro una bellissima vita ☺️ Buongiorno Kubo, piacere di conoscerti e grazie per l'assistenza ☺️

Dear imnotd4ny,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would also like to invite BC.Game Casino’s representatives to rejoin this discussion and share any relevant updates.

Dear BC.Game Casino,

Could you please clarify the current status of this case? It has been almost four weeks since the player provided his TRON wallet address. Have there been any developments?

Looking forward to your response.

Best Regards,

Kubo

Good morning Kubo, no no update, the only thing I could provide was the proof that my registration email is the same from which I sent the self-exclusion request, and I have not received any response even to my request for updates from them sent to the support email (screenshot in the messages above).

Best regards

Daniel

Buongiorno Kubo, no nessun aggiornamento, l'unica cosa che ho potuto fornire è stata la prova che la mia mail di registrazione è la stessa da cui ho mandato la richiesta di autoesclusione, e non ho ricevuto nessuna risposta nemmeno alla mia richiesta di aggiornamenti da parte loro inviata alla mail del supporto (screenshot nei messaggi sopra).

Cordiali Saluti

Daniel

Good morning Kubo, I have an update, this morning they confirmed my self-exclusion request made a month ago (I attach a screenshot), now all that's missing is the refund and they're done, I don't understand why it's taking more than a month.

Best regards

Daniel

Buongiorno Kubo, ho un aggiornamento, questa mattina hanno confermato la mia richiesta di autoesclusione fatta un mese fa (allego screenshot) , ora manca solo il rimborso e abbiano finito, non capisco perché ci voglia più di un mese.

Cordiali Saluti

Daniel

Good morning, I apologize, the timer has expired 24 hours ago now, can I kindly know something?

Buongiorno chiedo scusa, il timer è scaduto da 24 ore ormai , posso gentilmente sapere qualcosa?

Dear imnotd4ny,

I apologize for the delay, but due to a technical error, the timer hasn’t moved into the second period. As you may have noticed earlier, after the first week of no response from the casino, an automatic reminder is sent requesting a response.

I’ve already initiated a discussion with the casino representative regarding your issue and am currently awaiting their response. I’ll keep you updated as soon as I hear back from them.

Thank you for your patience.

Ok thanks for the info...I'll wait.

Best regards

Va bene grazie per l'informazione... Attenderò .

Cordiali Saluti

Hello,

The refund regarding this has been initiated successfully after the email issue as the emails used for the account and used for email purposes were different.

Best Regards

BC.GAME

Dear BC.Game Casino,

Thank you for this great news!

Dear imnotd4ny,

Could you please confirm whether you have received the refund?

Good morning everyone, I confirm that I have received the refund, I thank you all for your availability.

I wish you a wonderful life.

Best regards

Daniel

Buongiorno a tutti, confermo che ho ricevuto il rimborso , ringrazio tutti voi per la disponibilità.

Vi auguro una vita meravigliosa.

Cordiali Saluti

Daniel

Dear imnotd4ny,

I’m happy to hear that your issue has been resolved! I’ll mark your complaint as "resolved" in our system.

Thank you for your cooperation. If you face any further challenges with this or any other casino, please feel free to contact our Complaint Resolution Center. We’re always here to help!

We hope you had a great experience with our services. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it.

Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.

Thank you for helping us improve!

Best Regards,

Kubo