How To Delete Casino Account – BC.Game – The player wants to close his account.BC.Game Safety Index: High Safety Index s with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in s with a High Safety Index. Posted: Apr 10, 2023 | Decided: October 12, 2023
The player from the United Kingdom wants to close his account. The case was successfully resolved.
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I emailed support a week ago and asked them to lock my account. It’s been a week since the account is still active, all I get is an automated email saying they will receive my request soon. By this time I had lost £600. Live chat doesn’t work for me either.
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Thank you for calling us. I checked the website’s website for an option to close the account and unsubscribe from all correspondence with it and its services and this is what I found (here):
Self-exclusion 1. By requesting a self-exclusion period, you agree to comply with the terms and conditions below, which will be effective from the moment CS implements the selected self-exclusion period. 2. You can exclude yourself for a period of 1, 3, 6, 12 months / s or permanently. Requests for self-exclusion must be made through Live Support. 3. Once you have excluded yourself you will not be able to access your account or withdraw during this period.
When requesting self-exclusion, clearly state why you want your account deactivated and state the time frame. The “Subject” email should also be clearly marked and easily recognizable, since support receives many requests every day, so if it is clearly marked, you have a better chance of getting your request as quickly as possible.
I am writing to inform you that I wish to withdraw immediately and from receiving all gambling related marketing materials for a minimum period of xxx months/years (lifetime).
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I acknowledge that I will not withdraw my self-exclusion during this period and the self-exclusion cannot be withdrawn before the end of the agreed period.”
Please send another email to support@BC.GAME (you can CC me at petronela.k@ in the copy) and inform me of any further developments. Thank you in advance.
Ok I sent another email with that exact template, it’s now been 9 days since I sent the first email and I still have access to the account. I have been permanently banned from gambling but for some reason I can still play on this site.
Hi 10 days after I requested an exception, they finally blocked my account. Unfortunately, I went back and somehow managed to create a new account with the same email and the same name used to create the original account that was banned. Same device and same ip too.
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This site clearly doesn’t want to let the problem Gamblers block themselves from using their service, 10 days to exclude my account is a joke and then they let me recreate the account using the same email address. I don’t understand how this works in the UK as they blatantly do not comply with any of the responsible gambling provisions required by the UK gambling commission.
Thanks, Lucasg, for the forwarded email. I understand that you have requested permanent account closure, but I cannot find any reason that you have given to support your request. It is important to be informed about the reason behind your decision, and I emphasize that. Can you provide other correspondence proving that you have been notified of your intention to permanently block your account?
Hello, I am sending you another email, this is a screenshot from a live chat interaction on April 13th. Please understand my main complaint now is that I was able to create a new account with the same email and name after I was finally banned
Do not try to communicate about your gambling addiction through live chat. I highly recommend sending another email to the relevant department and informing them of the reasons behind your decision. Opening and closing accounts that are not marked as self-excluded due to gambling problems are unfortunately common. Also, by creating a duplicate account you are violating the terms and conditions.
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Please send another email as described in my previous reply and clearly state that you would like to self-exclude both accounts due to gambling problems. Hope to hear back from you.
We extend the timer for 7 days. Please note that if you do not respond within the specified time period or do not require further assistance, we will dismiss the complaint.
Hi so I emailed them twice originally, after they didn’t respond to those emails I tried to contact them via live chat where I clearly explained that I have a gambling addiction. Finally someone replied on live chat and locked my account.
A few days after my original account was banned, I got the urge to gamble again and I was able to log into their site with the same email and name I used for my original account. After losing the money I went to live chat and informed them that I was permanently banned but could log in. They replied to this message saying that they could not help in this matter and to this day the account is still open and accessible, but luckily I have resisted the urge to deposit money in recent weeks. I don’t think it’s right that I allowed myself to sign up from the same email I used to set up my original account which has been permanently banned so I want my money back
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Thank you very much, Lucasg, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@) who will help you. I wish you the best of luck and hope that your issue will be resolved to your satisfaction in the near future.
I really appreciate you sharing your experience with the team. We will now try to connect with.
This message has been made private by. It contains sensitive information intended to be seen only by the parties involved.
We would like to ask you to respond to this complaint. We extend the timer for 7 days. If it does not respond within the specified time period, we will close the complaint as ‘unresolved’, which may negatively affect the review.
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How this is rated as ‘excellent reputation’ is beyond me. The account is still open now, even though I explained to him that I want to be banned from his site
I would like to inform you about the different login and login methods available on BC.GAME. Each method creates an individual account, and this means separate accounts are created when logging in through different methods.
Initially, you register using the email input method, using the email address lucasgunatilleke1500@gmail.com. As per your request, self-exclusion has been successfully processed on this account.
Then you create another account using the Gmail link method. It’s important to note that this method differs from the email input method because it involves a third-party login/login directly linked to Gmail, while the email input method does not. As a result, it is possible to have a linked Gmail account and a manually entered email account with the same email address. However, the email cannot be verified twice.
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Unfortunately, the second account was used after your self-exclusion was processed on your first account. This action violates the terms of self-exclusion, and BC.GAME cannot be held responsible for any losses incurred as a result of depositing other accounts while self-excluded.
It’s your responsibility to take some steps to prevent banned players from accessing the site if I have used a fake email and fake name it’s my fault but you can’t let banned players get away with the same email and name.
Thank you very much for your patience with the resolution. I extended the timer for 7 days because I needed more time for evaluation.
Your cooperation in this matter is greatly appreciated. Although we realize that players use different registration methods, the email addresses used in both accounts are the same. This situation highlights how easy it is for self-excluded players to register and play with you. We suggest you either increase your player protection measures or reject alternative registration methods altogether.
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Based on the above, we believe that the player is entitled to a refund or appropriate compensation. Can you reconsider your decision, or is it final?
We would like to address your concerns regarding your complaint. We understand that you have created a new account, which violates our terms of service
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