BC.Game Casino - Jugador exige reembolso tras falla de autoexclusión.

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.

Hi Michal,

Would it please be possible to ask for an update from the casino.

I have requested the refund via email and received no updates.

I would appreciate your help.

Have a nice weekend.

Hi Michal, BC Game.

I would appreciate a urgent response to my email and a processing of the refund!

Its been a week and I have received not an update or anything from your end. It's been more than 1 month of me waiting for this refund.

I appreciate your urgent consideration!

Hello,

The refund for such situations can take up to 14 days to process. Kindly wait, we will update you as soon as the refund is Successful.

Best Regards

BC.GAME

Dear Team,

I understand the timeframe.

I have sent the email on 25 March, therefore i would appreciate a refund by latest 8 April.

Kind regards,

Dear BC.Game Casino,

Please, let us know here in the thread as soon as the refund is processed.

Dear BC. Game, Casino Guru,

Hope all is well

The timeframe you set yourself is going to be over by the time you get this message tomorrow.

I would now really appreciate and expect a timely refund sticking to the time line you provided.

Kind regards,

Hi Michal, @BC.Game Team,

I hope this finds you well.

I would sincerely appreciate it if you could talk to your contact at the casino, as this has become a very negative experience.

I'm waiting officially more than 14 days, as the casino rep said clearly.

I have sent the email on 25 March, today's were 10 April, and I've heard northing but crickets outside of this conversation.

Here once again my XRP Wallet: rEd7LXvWk9E7oWcY4TdJVDdXa6XUduXiDH

No Destination Tag Required.

As I've mentioned in my email as well, I hereby, under no duress, confirm that I wish to permanently self exclude from your site with no intention or option to open a new account under any circumstances. I confirm that I wish to self-exclude permanently from your site and will never create another account or use your services.

I expect this to be enough to proceed with the promised refund in due course within the coming 24 hours, as the deadline is now considerably overdue.

I'd appreciate a swift resolution.

Kind regards,

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.

Hi Michal,

I'd appreciate your assistance by reaching out to the relevant parties and your contacts at this casino so they can fulfill their own promise above.

Dear BenjaminP,

I have contacted the casino representative, and I am expecting an answer here in the thread soon. I thank you for your patience.

Dear BenjaminP,

I have been informed that the refund has been processed. Can you confirm this?

Dear BenjaminP,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Michal
Casino.Guru