BC.Game Casino - 自己排除のリクエストにもかかわらず、プレイヤーのアカウントは開いたままです。

I opened a bc games account probably in 2022, after losing 50/60k I self excluded, I made a new account assuming it was going to be deactivated when it linked my two accounts, I accidentally sent 500 or so to the old account and bc games reopened my old account so I could transfer the money my new account via on the platform, I have all the screen shots from the chats, in my new account I have wagered close to 400k I have repeatedly asked for my account I be closed as you can see I begged in one message to close my account, they have failed to save guard a players please see below attachements

Dear Patrick2020,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BC.Game Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you confronted the casino with the fact they allowed you to reopen your account and deposit, despite the self-exclusion?
• Have you requested a refund of your deposited funds already? With what result?
• If there is any other supporting evidence you wish to share, post screenshots here or send the information to my email at tomas@casino.guru

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,

Tomas

I have emailed you with proof of me asking for help it carry’s on from what I sent on here, it wouldn’t let me email all of it over and wouldn’t let me upload all photos here, i was begging in one screenshot for my account to be closed, I begged them to stop letting me spend tens of thousand pounds with them, and nothing, they have failed to save guard, do affordability tests, check on my well being, it’s blatant there was an issue, after all these screen shots I just signed back in to see if they actually removed my account but it’s still active, after all of the conversation and me asking for them to close my account

Thanks for your patience.

Could you please advise if both your old and new accounts are currently closed?

You wrote you chose a permanent self-exclusion option for the original account. Have you informed the casino about suffering from gambling issues at that time?

Hi Tomas , my old account is locked and my new account is still active, you can see through the screen shots I have gambling issues, i closed the old account for the same reason, I can no longer access it to send you screen shots of my old account

if you look above at my last message I did state this

what’s is the possible outcome from this? Can i potentially get money back?

thank you for your help

Dear Patrick2020,

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.

We’ve reopened this complaint at the request of Patrick2020. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Thank you very much, Patrick2020, for your patience and provided information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Patrick2020,

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

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.