BC.Game Casino - Sebevyloučení hráče se nezdařilo.

I asked to get self-excluded due to gambling addiction but was able to deposit hours later which let to more losses!

I wrote this complaint to chat support and now they just closed my account without reponding to me!

Hello chrlar,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BC.Game Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if anybody responded to your self-exclusion request? Did the live chat responded to you? How long after your request did you deposit? When was the last time you spoke to the casino and what was it about?

Please send me a screenshot where it is clearly visible that your request was received by the casino.

Looking forward to your answer.

Regards,

Nick

Hallo Nick,

They did respond to my request and I took this as a confirmation since I had provided them with the reason and duration for the exclusion.

I gambled again a approx 3 - 4 hours after this "confirmation"

Hello chrlar,

Is there a follow up to the live chat you posted here - like the details provided by you and that the casino confirmed the self exclusion?

Please also note that some live chats can't exclude your account as they have limited access to players account and only the support can do. In such cases the self exclusion may take up to even 3 days depending on which day did you request for it. If you have gambled only a few hours after, the casino is unfortunately not responsible for the loss.

Hi Nick,

I already told you in the first message that I told them I wanted to exclude due to gambling addiction and that hours later I was able to deposit, and you accepted that as a complaint so why are you now saying that a few hours is not their fault.

Is there a follow up to the live chat you posted here - like the details provided by you and that the casino confirmed the self exclusion?

What do you mean here? The detail was clearly provided above, and how many times should I provide these details?

I clearly stated that I had gambling addiction and that I wanted to self exclude and they clearly confirms to have received this message by saying "Sorry to hear that you wish to self-exclude your account" and wasn't this message from a support member?

Hello chrlar,

I'm sorry but non of the screenshots provided actually indicates that they did confirm the self-exclusion. Also as already mentioned, it might take up even to a few days to proceed the self exclusion as mostly the live chat support can't even do it.

From our point of view, if your account got excluded within 2 days of your request, the casino is not obligate to refund any loss you did up till that point. I can only recommend you to contact the licensing authorities of the casino if you wish to proceed with your case but unfortunately, we can do nothing.

Is there anything else I could assist you with?

I'm sorry but non of the screenshots provided actually indicates that they did confirm the self-exclusion.

Exactly, they didn't do it, that's the whole problem.

But I see. You support a gambling site in keeping an account active for 3 days after a player has asked for self exclusion after clearly stating gambling addiction as the reason.

If the player informs the casino about the gambling problem. The account should be closed asap,

Just to be clear "asap" means within 3 days in your world? And not as soon as the support sees the message`?

Hello chrlar,

As it means as soon as possible, and for example if you submit your request by e-mail to their support, which is for example not working during the weekends, it means your request will be noticed on Monday earliest and it is not even ensured that your request will be the first one the casino reads as they get hundreds of e-mail daily. Players have to understand that the self-exclusion is mostly done manually not automatically and that the casino doesn't have unlimited resources and employers to process everything within a few minutes.

Yes but this was to a live support member which did see my self-exclusion request and did clearly see that I mentioned that I was a gambling addict. And according to Curacao Licensing rules then players should be excluded immediately at the slightest signs of gambling addiction.

And you shouldn't give them a 8.9 Score if they choose to do manual self-exclusion if they don't have the man power to support it. If they can't handle the amount of users then they shouldn't accept new users.

If they then get's even more succes and gets 1000 mails a day is it then okey not to self-exclude players within a month?

Hello chrlar,

In such case we would definitely be on the player's side as it should not take more than 2-3 days for the exclusion to be processed.

Unfortunately, from our point of view the casino acted how it should have. You can still contact the licensing authorities of the casino if you want to proceed in resolving your issue.

Is there anything else we can assist you with?

Can you please agree that I did mention to the casino that I wanted to close the account due to gambling addiction

If the screenshot you posted here in the complaint from 5th of May is from BC.Game Casino live chat, then yes you did mention gambling addiction.

As per now, we will be closing the complaint. Please contact the licensing authorities if you wish to continue resolving the case of your self-exclusion, they have bigger authority in such decision making.

Wish you best luck.

Regards,

Nick