BC.Game Casino - Igrač traži rešenje za pokušaje zatvaranja naloga.

1. Repeated Attempts to Close Account

Within a period of approximately one week, I made five separate attempts to close my account due to concerns about my gambling behavior. On each occasion:

- My request triggered a mandatory 24-hour cooling-off period, and

- My account was not immediately closed or fully restricted during that time.

2. Continued Gambling During Cooling-Off Periods

In four out of the five instances, despite initiating account closure:

- I was still able to access my account;

- Continue depositing funds;

- Place bets during the cooling-off period;

- Resulting in significant losses within a short timeframe.

This indicates that the cooling-off mechanism did not function as an effective restriction on gambling activity during the intended protection window.

3. Failure of Responsible Gambling Safeguards

While I understand that cooling-off periods are designed as a delay mechanism, in practice the company’s system allowed continued gambling activity during multiple repeated restriction attempts within a short period. In addition, the company continued to send promotional and bonus emails during these temporary and eventual self-exclusions, contrary to Anjouan Gaming regulations. Only when I reached out to the company to complain was I eventually not allowed access to my account and effectively permanently self-excluded. Before reaching out, I was still able to access my accounts, bonuses, and received promotional emails. I was also not given an immediate option to set a longer self-exclusion period once the cooling-off period had ended, and instead received a "welcome back" email.

4. Harm Resulting From Failure

As a direct result of these repeated control failures:

- I was able to continue gambling during periods where I was actively attempting to stop access to my account, and:

- I incurred significant losses that would likely have been avoided had the acount been properly restricted during the cooling-off periods, and continued gambling was not encouraged once the cooling-off period had "expired".

5. Misapplication of the Self-Exclusion Liability Clause

The company’s Responsible Gambling terms state that:

- Users are responsible for their actions during self-exclusion, and;

- The operator is not liable for losses incurred during exclusion periods.

However, this clause presumes that a functioning and effective restriction system is in place once a cooling-off or exclusion request is triggered. That condition was not met in this case. Further, the company does not take responsible measures to ensure a player can make a further self-exclusion after the immediate and required cooling-off period. As well, the company did not take reasonable steps to ensure player safety given the amount of cooling-off periods and deposits/bets within such a short period of time. 

A liability disclaimer cannot reasonably apply where:

- The restriction tool does not prevent continued access or wagering, and;

- Repeated activation of the tool within a short period of time does not produce any meaningful limitation on account activity.

In such circumstances, the issue is not user circumvention, but system failure of the protective mechanism itself. 

6. Regulatory Expectations 

Under offshore licensing frameworks such as Anjouan, operators are generally required to maintain: 

- Functional responsible gambling tools;

- Effective self-exclusion and cooling-off enforcement, and;

- Adequate safeguards to prevent continued gambling during active restriction states.

While these frameworks are less prescriptive than UK or EU regulators, they still rely on the principle that responsible gambling tools must be operationally effective, not merely available in name. A system that allows continued gambling during repeated active cooling-off periods would fall short of that baseline expectation, particularly where the operator has explicitly marked such tools and protective safeguards. The same logic applies when multiple requests for a 24 hour cooling-off period in a short timeframe do not lead to a longer self-exclusion period, but rather the players are welcomed back by the company to continue gambling while in a vulnerable state. 

7. Requested Resolution

Given the circumstances, I am requesting:

1. A full review of the company’s Responsible Gambling tools;

2. A written explanation of why gambling activity was allowed and encouraged during requested self-exclusion periods;

3. A review of the company’s policy regarding promotional advertising during self-exclusion periods, and;

4. A full refund of net losses incurred from my account, totaling $3680 (CAD).

This complaint is submitted in good faith and is supported by account activity records and timestamps of closure requests and gambling activity. 

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear swolecanuck,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I have reviewed the general terms and conditions, and this is what I found:

Self-Exclusion

Are you seeking a break from BC.GAME? Initiate the automated self-exclusion process by establishing a limit, and you will be temporarily barred from accessing your account for the selected period. Please be aware that during this time, you will not have access to any products on the website, and any remaining balances will also be unavailable.

You will receive an email to confirm your request.

Step 1: Take a 24 Hours Cooldown

Take a 24 hours cooldown from betting from both casino and sports. You will still be able to access the platform and you can earn and claim rewards. During the 24 hours, you can change the type of cooldown but this will reset the 24 hour timer.

Step 2: Self-Exclusion

After your 24 hours cooldown ends, you have 24 hours to extend your self-exclusion period by 1 day, 1 week, 1 month, 6 months or permanently. If you self-exclude from the platform, you still able to log in to withdraw your asset. Self-exclusion is a STRICTLY IRREVERSIBLE process, NO ONE will be able to remove this for you..

In order for us to proceed, I would like to kindly ask you to clarify a few important details:

could you please confirm whether you specifically requested a self-exclusion from BC.Game Casino?

• Has your account now been closed, or is it still active?
• Can you provide specific dates and times when you attempted to close your account?
• How did you submit your account closure requests (email, live chat, etc.)? Please provide screenshots. You can post it here or send it to jean.s@casino.guru.
• After the 24-hour cooldown, did you attempt to extend your self-exclusion? If so, please specify the period: 1 day, 1 week, 6 months or permanently?

Your cooperation in providing these details will help us investigate and work towards a resolution.

Thank you in advance for your reply.

Best regards,

Jean

Good day,

Please find my answers below.

1. After submitting my complaint directly to BC Game, my account was permanently restricted and closed. Before this, I was still able to log on and engage with my account and the website, despite requesting a permanent self-exclusion.

2. Specific dates:

a. 19 April 2026

b. 24 April 2026

c. 25 April 2026

d. 29 April 2026

Finally, my account was finally, actually self-excluded and restricted after I submitted to my complaint to BC Game on 8 May 2026. This was the only sort of acknowledgement that BC Game gave to my complaint. 

3. After each cooling-off period, I attempted to enable/request a permanent self-exclusion that was not successful until I submitted my detailed complaint on 8 May 2026. 

Good day,

Please find my answers below.

1. After submitting my complaint directly to BC Game, my account was permanently restricted and closed. Before this, I was still able to log on and engage with my account and the website, despite requesting a permanent self-exclusion.

2. Specific dates:

a. 19 April 2026 - 1531 hrs

b. 24 April 2026 - 0836 hrs

c. 25 April 2026 - 0010 hrs

d. 29 April 2026 - 1913 hrs

Finally, my account was finally, actually self-excluded and restricted after I submitted to my complaint to BC Game on 8 May 2026. This was the only sort of acknowledgement that BC Game gave to my complaint. 

3. After each cooling-off period, I attempted to enable/request a permanent self-exclusion that was not successful until I submitted my detailed complaint on 8 May 2026. 

Additionally, I was also and still am receiving marketing emails from BC Game, despite being permanently self-excluded.

Hello,

Just checking in to make sure this case is still being investigated.

Thanks!

Hello swolecanuck,

We would like to update you that due to Jean, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Jean has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Jean will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you very much for your reply, swolecanuck.

Could you please forward all account closure requests, along with the casino's response to jean.s@casino.guru?

Could you also please list the dates and amounts of deposits after your initial closure requests?

I appreciate your assistance.

Hi Jean,

How should I forward all of the specific requests if they were done through the website's RG system? The only closure request I sent in writing was my complaint that I sent directly to the casino, to which my account was finally restricted and closed for "other reasons". I can forward you that if needed.

As well, given that I no longer have access to my account, how am I expected to find the deposit amounts sent after my self-exclusion requests? I have tried to reach out directly to the casino to ask for documents pertaining to this in the past but they have ignored my requests. Please advise on how you expect me to handle your requests.

As well, to answer your previous requests which I now realize I failed to answer:

• I made my self-exclusion requests through the casino's RG tool on the website.
• After each time I attempted to use the tool to set an indefinite self-exclusion but the system did not work until I sent a complaint to BC Game directly.

Dear swolecanuck

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Munya, (munya.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Jean

Dear swolecanuck,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly. May I kindly check if you managed to deposit funds between the 30th of April and the 8th of May? If so, kindly share with me your deposit history (could be your bank statement) via email to munya.s@casino.guru.

At this point, I would like to invite a representative from BC.Game Casino to join this conversation and assist in addressing the complaint.

Dear BC.Game Casino,

Could you please provide your comments regarding this matter?

Thank you in advance for your cooperation and for sharing any relevant information.