BC.Game Casino - La cuenta del jugador ha sido cerrada por supuesta autoexclusión.

Hi,

I require help, BC.Game has locked my account stating that I have self excluded which I have not done at all.

Ive checked the self ezclution policy and they were suppose to have completed certain steps to do this like email verification, acceptance etc.

How can i escalate this so i can have my account back?its a level 55 account

Dear beeshanekom,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Do I understand correctly that the casino claims that you requested self-exclusion of this specific account?
• Did you have any remaining balance in your casino account?
• Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it 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,

Kristina

Ive just sent it to your email.

Thank you

Done, mail sent

Hello,

Can you please also mention in the email that you dont need the self exclusion and you dont have any gambling addiction!

Why we are asking this is because in the last chat you had with our support mentioned that you want to self exclude and then you mentioned i found it how to do it.

Best Regards

Panda - BC.GAME

Never have and never intended to self exclude myself at all, ive updated my mail as from the 2 of July when this happened.

I was kicked off thr site whilst in the middle of gameplay and not even close to the support chat.

Hello everyone,

Thank you both for your replies and cooperation.

beeshanekom, please keep us updated.

Ive not had any replies from them again sincr the last comment they made on this post, really hoping this gets resolved quickly - Honestly not had any luck in terms of proper feedback at all since the 2nd of July - trusting that casino.guru's platform will help in turning this back as it reqeusted from the players side. Thank you so far tho.

So….I finally have an update 

Received an email from BC.Game stating their appologies for locking my account - "I'm extremely gratefull for this, don’t get me wrong."

However, the insanely nice weekly I had coming, my rake back and the balance I still had along with a deposit I wrongfully made after it got locked is nowhere to be found...

Luckily (*just need to go through my footage folder) theres still a screen recording of this entire incident as it happend thag I have no idea where I should submit to.

Do I understand correctly that your account has been reopened, but has no remaining balance?

Dear beeshanekom,

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.

In short:

Weekly for set period never received,

Rakeback reset to 0,

Accidental depot missing,

Affliate Bonus reset to 0

Perma-muted

Overall balance set to 0

Amount of feedback and support: 0

Could you please clarify if you had any real money balance in your casino account before it was closed (other than the missing deposit)?

Dear beeshanekom,

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.