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Complaint title: BC.GAME failed to enforce my self-exclusion across connected accounts

I am submitting a responsible gambling complaint against BC.GAME.

I previously requested self-exclusion directly from BC.GAME because I was experiencing gambling-related harm. Despite that request, I was subsequently able to create and use additional accounts, make further deposits and lose several thousand euros.

For this complaint, I have provisionally entered €3,000 as the disputed amount. This is a conservative estimate based only on the transactions currently documented for my latest account. The total amount may be higher once BC.GAME provides the complete transaction history for all connected accounts.

The accounts used different email addresses but all belonged to me. They were repeatedly accessed using the same two personal devices: my Apple iPhone and Apple Mac. They were also used through recurring internet connections and IP addresses.

Full KYC was not completed. However, BC.GAME should hold technical and transactional information capable of identifying or investigating connections between the accounts, including device information, IP history, browser and session data, cookies, device fingerprints, telephone details, wallet addresses, login records and transaction activity.

I am also registered in the Italian ADM national self-exclusion system. I understand that BC.GAME may not be integrated with the Italian register, but I had separately requested exclusion directly from BC.GAME.

I recently contacted BC.GAME support and clearly informed the representative that:

I was experiencing gambling-related harm;

I had previously requested self-exclusion;

I had subsequently created and used additional accounts;

the accounts belonged to the same person;

I had repeatedly used the same iPhone and Mac;

I had lost several thousand euros.

I also provided the relevant email addresses and telephone number.

The support representative initially stated that my complaint and account information had been escalated to the Risk, Compliance and Responsible Gambling teams.

The representative later reversed that position and stated that:

no escalation would take place because the account connected to the chat had been closed;

BC.GAME would not investigate or assist with the other accounts;

I would have to access each account separately to request closure;

my requests would not be considered because multiple accounts violated the Terms of Service;

BC.GAME would accept no responsibility.

I do not dispute that multiple accounts are prohibited. However, this does not address the responsible gambling issue.

I am not requesting access to any account or permission to operate multiple accounts. I am asking why a player who had previously requested self-exclusion was subsequently able to create other accounts, deposit substantial funds and continue gambling using recurring devices and internet connections.

BC.GAME appears to rely on its multiple-account rule to reject my complaint while retaining the deposits and losses generated through those accounts.

I have submitted the complaint and complete support transcript to BC.GAME’s Legal, Compliance and Responsible Gambling teams, but I have not yet received a substantive response.

I request:

an investigation into all accounts reasonably connected to me;

preservation and examination of device, IP, login, wallet and transaction records;

confirmation of the date of my original self-exclusion request;

a complete financial history of all connected accounts;

calculation and reimbursement of the net losses incurred after my exclusion request, or a reasonable financial settlement;

confirmation that all connected accounts have been permanently excluded;

a substantive written response from BC.GAME.

I can privately provide Casino Guru with the account email addresses, telephone number, screenshots, support transcript, transaction evidence and any available evidence of the previous exclusion request.

I ask Casino Guru to contact BC.GAME and mediate this responsible gambling dispute.

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.

Hello,

Thank you very much for submitting your complaint. I am truly sorry about your negative experience with BC.Game Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please provide the timeline of events? Specifically, when have you opened your latest account, and when was your last deposit made?
• Could you please confirm whether you currently still have access to your account?
• Could you please share your original self-exclusion request? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots 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,

Attila