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I emailed support a week ago and asked them to exclude my account. It’s been a week the account is still active all I have received is an automated email saying they will get to my request soon. In this time I have lost £600. Also the live chat doesn’t work for me either.

Dear Lucasg,

Thank you for contacting us. I have checked the casino’s website for options to close an account and unsubscribe from all correspondence with the casino and its services and this is what I found (here):

Self-exclusion

1. By requesting a period of self-exclusion, you agree to follow the below terms and conditions, which will be in effect from the time that CS implements the chosen period of self-exclusion.

2. You may self-exclude for periods of 1, 3, 6, 12 month/s or permanent. Self-exclusion requests are to be made via Live Support.

3. Once you have self-excluded you will not be able to access your account or withdraw during this period.

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings BC.Game Casino, 

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@BC.GAME (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. Thank you in advance.

Best regards,

Petronela

Ok I have sent another email with that exact template it’s been 9 days now since I sent the first email and I still have access to the account. I am already permanent excluded on gamban however for some reason I was still able to play on this site.

Iv also requested exclusion in live chat as well but they didn’t respond

Hi 10 days after I requested exclusion they finally excluded my account. However unfortunately I relapsed and somehow I was able to create a new account using the exact same email and exact same name that had been used to create the original account that had been excluded. Same device and same ip as well.

This site clearly doesn’t want to allow problem gamblers to block themselves from using their services, 10 days to exclude my account is a joke and then they let me recreate an account using the exact same email address. I don’t even understand how this casino operates in the UK considering they blatantly don’t follow any of the responsible gambling provisions that the UK gambling commission requires.

Could you please forward any relevant communication to petronela.k@casino.guru? Thank you very much in advance.

I have sent an email through

Thank you, Lucasg, for the forwarded email. I comprehend that you asked for permanent account closure, but I am unable to find any reason provided by you to support your request. It is crucial to inform the casino about the reason that prompted your decision, and I emphasize its significance. Can you provide any other correspondence that proves that you informed the casino of your intention to have your account permanently blocked?

Hello I have sent you another email it’s screenshots from a live chat interaction on april 13. Please understand my main complaint now is that I was able to create a new account with the same email and name after I was eventually excluded

Please do not try to inform the casino about your gambling addiction via live chat. I strongly advise sending another email to the relevant department and informing them about the reason behind your decision. Opening and closing accounts that were not marked as self-excluded due to gambling problem is unfortunately quite common. Moreover, by creating a duplicate account you are in breach of the terms and conditions.

Please send another email as described in my previous reply and state clearly that you wish to self-exclude both accounts due to a gambling problem. Looking forward to hearing from you.

Hello the casinos website requests that self exclusion requests are to be made via live chat

But if they never replied to your live chat request, please send an email.

Dear Lucasg,

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.

Hi so I emailed them twice originally, after they did not respond to those emails I tried contacting them through live chat where I clearly explained that I had a gambling addiction. Eventually someone responded to the live chat and excluded my account.

A few days after my original account had been excluded I got the urge to gamble again and I was able to resign up on their site using the same email and name that I had used for my original account. After losing some money I went into a live chat and informed them that I had been permanently excluded but had been able to resign up. They responded to this message by saying that they couldn’t help with this and to this day that account is still open and accessible however fortunately for the last few weeks I have been able to resist the urge to deposit money. I don’t think it is right that the casino allowed me to sign up from the same email that I my original account which had been permanently excluded had been set up with so I would like my money back

Thank you very much, Lucasg, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear Lucasg,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

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.

How this casino is rated ‘very good reputation’ is beyond my understanding. The account is still open now despite me making it abundantly clear to them that I want to be excluded from their site

Dear Lucasg,

I would like to inform you about the different signup and login methods available on BC.GAME. Each method creates individual accounts, and this means that separate accounts are generated when signing up through different methods.

Initially, you signed up using the email input method, with the email address lucasgunatilleke1500@gmail.com. As per your request, a self-exclusion was processed successfully on this account.

Later on, you created another account using the Gmail link method. It's important to note that this method is distinct from the email input method since it involves a third-party signup/login directly linked to Gmail, while the email input method does not. Consequently, it is possible to have a Gmail-linked account and a manually inputted email account with the same email address. However, the email cannot be verified twice.

Unfortunately, the second account was used after your self-exclusion was processed on your initial account. This action violated the terms of self-exclusion, and BC.GAME cannot be held responsible for any losses incurred as a result of depositing on other accounts whilst self excluded.

I have proceeded to close this second account on your behalf.

Sincerely,

BC.GAME

Its your responsibility to take some measures to prevent excluded players from accessing the site if I had used a fake email and a fake name it would be my fault but you can’t let an excluded player resign up with the exact same email and name

Dear Lucasg,

thank you very much for your patience with the resolution. I am extending the timer by 7 days since I need more time for the evaluation. 

Dear BC.Game Casino team,

We appreciate your cooperation in this matter. While we acknowledge that the player used a different registration method, the email address used in both accounts was the same. This situation highlights how easy it is for a self-excluded player to register and play at your casino. We suggest that you either improve your player protection measures or disallow alternative registration methods altogether.

In light of the above, we believe that the player is entitled to a refund or appropriate compensation. Could you please reconsider your decision, or is it final?

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 Lucasg,

We would like to address your concern regarding your complaint. We understand that you have created a new account, which goes against our terms of service and self-exclusion policy.

However, we acknowledge your frustration in discovering that you were able to create an account using the same email, albeit through an alternative sign-up channel.

In order to prevent such incidents in the future, we have implemented a change to our system. Despite the fact that you created the account and engaged in genuine gameplay resulting in losses, done through your own free will, we have decided to make an exception and provide you with a refund.

To proceed with the refund, please provide us with your nominated currency, network, and wallet address. Once we have confirmed your details and issued the payment, we will provide you with a transaction link as confirmation of the refund.

Best regards,

BC.GAME

You can send the payment via the Ltc blockchain. I have also emailed the address to support@bc.game

Dear Lucasg,

I am pleased to see that progress has been made in the case. Please inform me when you receive the payment.

Hi as of now no payment has been made to the address that I provided

Hello Lukasg,

There is still enough time for you to receive it. I am extending the timer by 7 days. Please inform me once you have received it.

The timer says I have to reply now. I still haven’t been sent the money. It seems the casino has forgotten about this. Maybe you can change the timer to waiting for casino to reply and then they might be notified

Dear BC.Game Casino team,

Please, could you react?

Dear Lucasg,

can you check and confirm?

I have received the money thank you very much everyone for resolving this

Dear Lucasg,

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, Lucasg, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot . An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards, Jozef