BC.Game Casino - 플레이어가 자체 제외에 실패한 후 환불을 요구하고 있습니다.

Dear Casino Guru Team,

I am submitting this report to bring to your attention a serious violation of responsible gambling practices by BC.Game, which has resulted in significant financial and emotional distress.

Their failure to enforce self-exclusion measures raises major ethical and regulatory concerns that should not be ignored.

Issue: Self-Exclusion System Failure

I activated self-exclusion on BC.Game, first selecting a temporary exclusion, and later opting for permanent exclusion. However, in a moment of vulnerability after consuming alcohol, I attempted to access my account. Shockingly, I found that my self-exclusion had been lifted without my request or intervention, allowing me to deposit and gamble again.

As a result, I lost over €3,000—money that was lent to me and that I could not afford to lose. A responsible gambling platform should never allow a player to reverse a permanent exclusion, especially without any additional safeguards, cooling-off periods, or intervention.

This is a clear failure in BC.Game’s system, either due to negligence or deliberate exploitation of vulnerable players.

Issue: Irresponsible Customer Support Advice

To make matters worse, I had already contacted BC.Game’s support team last week, speaking with an agent named Nicole. I explicitly told her that I was struggling with gambling and needed my account excluded. Instead of assisting me, she suggested that I diversify my bets—even after I mentioned suicidal thoughts.

This is beyond unethical. No responsible gambling operator should ever encourage a vulnerable player to continue gambling, especially after they have expressed financial distress and mental health concerns. This response from BC.Game’s support team demonstrates a complete disregard for player welfare and highlights their predatory business model.

Requested Actions:

Full refund of all losses incurred after my self-exclusion (over €3,000 lost after 00:00 GMT on 25 Feb).

Permanent, irreversible closure of my account, with no possibility of reopening (Done)

Investigation into BC.Game’s self-exclusion practices, including their failure to uphold responsible gambling standards.

Accountability for their support agent’s misconduct, which encouraged further gambling instead of offering appropriate help.

If these demands are not met, I intend to escalate this issue by:

Filing complaints with relevant gambling regulators overseeing BC.Game’s operations.

Reporting this case to responsible gambling organizations and consumer protection agencies.

Exploring legal options to hold BC.Game accountable for damages.

Final Warning to Players

If you are considering playing on BC.Game, be extremely cautious. Their so-called self-exclusion is meaningless, and their support team will actively encourage gambling, even when players are in distress. This is a dangerous and unethical operator that should not be trusted.

I urge Casino Guru to investigate this matter and take appropriate action against BC.Game for violating basic responsible gambling principles.

Dear BenjaminP,

Thank you very much for submitting your complaint. I’m sorry to hear about the distressing situation you’ve experienced. Please allow me to ask you a few questions to clarify your situation.

Have you received any confirmation email when you first requested permanent self-exclusion through your profile? If so, please forward it to me at veronika.f@casino.guru.

Also, please forward me the chat transcripts or screenshots of your conversations with the support agent from the date you informed the casino of your gambling addiction and requested to be self-excluded.

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

Best regards

Veronika

Have you received any email or other confirmation from the casino after you selected to be permanently self-excluded?

Do you have any evidence that would show us that you confirmed the self-exclusion period after the cooling-off period was over?

If so, please forward it to me at veronika.f@casino.guru. Thank you for your cooperation.

Dear Veronika,

Thanks a lot for your mail.

As mentioned, the site did not send me any confirmation just redirected me to a link saying "Thank you" for the choice and confirming this as well as a Bc game raptor.

How am I supposed to get something they never sent.

I believe that the agents irresponsible and ridiculous comments earlier are already a breach of trust and fidelity.

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

Hello BenjaminP,

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

Hello,

We have checked from our end and user didn’t complete their self exclusion. Once they receive the email and they click the confirm button they are automatically self excluded and they receive an email stating the same. If the user can provide the screenshot of confirmed email or confirmation window on our site we can look into it further.

Best Regards

BC.GAME

Dear BenjaminP,

Do I understand correctly that you stated you have not received any email from the casino from the moment you asked for permanent self-exclusion?

Dear Michal,

Thanks for your mail.

Indeed, I did not receive anything even though I clearly self excluded.

Furthermore, the reply by the casino is obviously incorrect, as just by reading the chat you can clearly see that their agent saw my urgent need for self Exclusion and instead offered to gamble more, which is not only unprofessional but also completely immoral.

Dear BenjaminP,

After communicating with the casino representative, I was informed that we can expect an answer here in the thread very soon.

Hello,

We have checked all the facts, and we apologise for the behaviour of my live support team, who were not able to assist you with the situation. We have checked the transactions and stats, and we found that since the time of self-exclusion, chat with live support, the user has lost 1030 XRP, which we will refund to the user.

The user needs to email us at support@bc.game with their XRP refund address and confirmation of self exclusion. This confirms that the user wishes to self-exclude permanently from our site and will never create another account or use our services.

We will initiate the refund once we receive this email and your address.

Best Regards

BC.GAME

Dear BenjaminP,

We'll keep the complaint open until you confirm that you received your refund.

Dear BC.Game Casino,

Please let us know here in the thread as soon as you process the refund.