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Complaint title: BC.GAME failed to enforce my self-exclusion across connected accounts

I am submitting a responsible gambling complaint against BC.GAME.

I previously requested self-exclusion directly from BC.GAME because I was experiencing gambling-related harm. Despite that request, I was subsequently able to create and use additional accounts, make further deposits and lose several thousand euros.

For this complaint, I have provisionally entered €3,000 as the disputed amount. This is a conservative estimate based only on the transactions currently documented for my latest account. The total amount may be higher once BC.GAME provides the complete transaction history for all connected accounts.

The accounts used different email addresses but all belonged to me. They were repeatedly accessed using the same two personal devices: my Apple iPhone and Apple Mac. They were also used through recurring internet connections and IP addresses.

Full KYC was not completed. However, BC.GAME should hold technical and transactional information capable of identifying or investigating connections between the accounts, including device information, IP history, browser and session data, cookies, device fingerprints, telephone details, wallet addresses, login records and transaction activity.

I am also registered in the Italian ADM national self-exclusion system. I understand that BC.GAME may not be integrated with the Italian register, but I had separately requested exclusion directly from BC.GAME.

I recently contacted BC.GAME support and clearly informed the representative that:

I was experiencing gambling-related harm;

I had previously requested self-exclusion;

I had subsequently created and used additional accounts;

the accounts belonged to the same person;

I had repeatedly used the same iPhone and Mac;

I had lost several thousand euros.

I also provided the relevant email addresses and telephone number.

The support representative initially stated that my complaint and account information had been escalated to the Risk, Compliance and Responsible Gambling teams.

The representative later reversed that position and stated that:

no escalation would take place because the account connected to the chat had been closed;

BC.GAME would not investigate or assist with the other accounts;

I would have to access each account separately to request closure;

my requests would not be considered because multiple accounts violated the Terms of Service;

BC.GAME would accept no responsibility.

I do not dispute that multiple accounts are prohibited. However, this does not address the responsible gambling issue.

I am not requesting access to any account or permission to operate multiple accounts. I am asking why a player who had previously requested self-exclusion was subsequently able to create other accounts, deposit substantial funds and continue gambling using recurring devices and internet connections.

BC.GAME appears to rely on its multiple-account rule to reject my complaint while retaining the deposits and losses generated through those accounts.

I have submitted the complaint and complete support transcript to BC.GAME’s Legal, Compliance and Responsible Gambling teams, but I have not yet received a substantive response.

I request:

an investigation into all accounts reasonably connected to me;

preservation and examination of device, IP, login, wallet and transaction records;

confirmation of the date of my original self-exclusion request;

a complete financial history of all connected accounts;

calculation and reimbursement of the net losses incurred after my exclusion request, or a reasonable financial settlement;

confirmation that all connected accounts have been permanently excluded;

a substantive written response from BC.GAME.

I can privately provide Casino Guru with the account email addresses, telephone number, screenshots, support transcript, transaction evidence and any available evidence of the previous exclusion request.

I ask Casino Guru to contact BC.GAME and mediate this responsible gambling dispute.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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Stay safe.

Hello,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with BC.Game Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please provide the timeline of events? Specifically, when have you opened your latest account, and when was your last deposit made?
• Could you please confirm whether you currently still have access to your account?
• Could you please share your original self-exclusion request? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

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,

Attila

Hi Attila, thanks for your reply. I'll send you an email with all the documentation.

Ciao Attila, grazie per la risposta. Ti invio una mail con tutta la documentazione.

Hi, is there anything new?

I would also like to inform you that BC.Game never responded to my email to the legal department and never responded to my review on Trustpilot where I recounted the incident, while they do respond to all the other, numerous, negative reviews.

Ciao, c'è qualche novità?

Comunico oltretutto che BC.Game non ha mai risposto alla mia mail al reparto legal e non ha mai risposto alla mia recensione su Trustpilot dove ho raccontato la vicenda, mentre risponde a tutte le altre, numerosissime, recensioni negative.

Thank you for your response. Kindly be aware that without adequate evidence indicating that you expressed gambling concerns which the casino failed to acknowledge, we will not be able to request refunds of your deposits from the casino. I completely empathize with how disappointing it must be to feel unprotected by the casino, but gambling establishments are only required to implement responsible gaming measures when gambling-related issues are explicitly stated. As of now, the only mentioned of gambling-related harm I could find dates to July 23 at which point you no longer had access to your account. Please let me know if there is anything I might have missed or if there is any additional evidence at your disposal.

Thank you for your understanding. I look forward to your reply.

Hello Attila,

I understand the distinction you're making between a generic account closure and a request in which the player explicitly declares a gambling addiction. However, I believe the rest of the evidence cannot be ignored.

BC.GAME sent me an official communication called a "Self-Exclusion Notice" on June 11, 2026. This was not a simple ordinary account closure.

Unfortunately, I no longer have the original chat that triggered this self-exclusion, but BC.GAME should retain it in their systems. Therefore, I believe the casino should be asked to provide the original request, the support notes, and the internal classification applied to the account.

Furthermore, just four days after my self-exclusion, BC.GAME continued to send me promotional communications and bonuses. On June 26th, I was able to open a new account and continue depositing and playing until July 22nd.

The new account was used on the same iPhone, Mac, and recurring connections/IP addresses used for previous accounts. I'm not claiming that an IP address alone automatically proves my identity, but the combination of devices, IP address, phone, wallet, login, and transaction patterns should be verified using internal data held by BC.GAME.

I therefore ask to distinguish two issues:

whether the evidence currently available is sufficient to immediately support a refund request;

whether BC.GAME should still be contacted to produce the original self-exclusion request, internal records and technical data relating to the linked accounts.

I don't think it's fair to dismiss the entire complaint simply because I didn't keep a chat account that the casino should still have, especially given the official confirmation of self-exclusion, subsequent marketing, and the opening of a new account using recurring devices and connections.

Could you therefore confirm whether Casino Guru is willing to formally request BC.GAME to produce such records before making a final decision on the complaint?

Thank you,

[Edited]

Ciao Attila,

comprendo la distinzione che state facendo tra una generica chiusura dell’account e una richiesta nella quale il giocatore dichiara esplicitamente una dipendenza dal gioco. Tuttavia, ritengo che il resto delle prove non possa essere ignorato.

BC.GAME mi ha inviato una comunicazione ufficiale denominata "Notifica di Auto-Esclusione" l’11 giugno 2026. Non si trattava quindi di una semplice chiusura ordinaria dell’account.

Purtroppo non possiedo più la chat originale che ha determinato tale autoesclusione, ma BC.GAME dovrebbe conservarla nei propri sistemi. Ritengo quindi che il casinò debba essere invitato a produrre la richiesta originale, le note dell’assistenza e la classificazione interna applicata all’account.

Inoltre, soltanto quattro giorni dopo l’autoesclusione, BC.GAME ha continuato a inviarmi comunicazioni promozionali e bonus. Il 26 giugno sono poi riuscito ad aprire un nuovo account e a continuare a depositare e giocare fino al 22 luglio.

Il nuovo account è stato utilizzato attraverso lo stesso iPhone, lo stesso computer Mac e connessioni/IP ricorrenti già utilizzati per gli account precedenti. Non sostengo che il solo indirizzo IP dimostri automaticamente la mia identità, ma la combinazione di dispositivi, IP, telefono, wallet, login e schemi transazionali dovrebbe essere verificata attraverso i dati interni detenuti da BC.GAME.

Chiedo quindi di distinguere due questioni:

se la prova attualmente disponibile sia sufficiente per sostenere immediatamente una richiesta di rimborso;

se BC.GAME debba comunque essere contattata affinché produca la richiesta originale di autoesclusione, i registri interni e i dati tecnici relativi agli account collegati.

Non ritengo corretto respingere l’intero reclamo soltanto perché io non ho conservato una chat che il casinò dovrebbe ancora possedere, soprattutto in presenza di una conferma ufficiale di autoesclusione, marketing inviato successivamente e apertura di un nuovo account mediante dispositivi e connessioni ricorrenti.

Potrebbe quindi confermarmi se Casino Guru è disponibile a chiedere formalmente a BC.GAME la produzione di tali registri prima di assumere una decisione definitiva sul reclamo?

Grazie,

[Redacted]

Hello,

Thank you for your reply and for the additional clarification.

After carefully reviewing all the evidence you have provided, we are unfortunately unable to proceed with your complaint.

While you have provided an a screenshot of the account restriction email, there is no evidence available showing that your original request was made due to gambling addiction or other gambling-related concerns. The original self-exclusion request, which would allow us to determine the basis on which the exclusion was requested, is not available.

Without evidence demonstrating that you explicitly informed the casino of your gambling problem prior to the disputed deposits, we are unable to conclude that the casino failed to comply with its responsible gambling obligations.

For this reason, we are unable to request a refund of your deposits or pursue the matter further with the casino.

Regrettably, I have no choice but to reject your complaint due to insufficient evidence.

Thank you for your understanding.

Best regards,

Attila

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