What Happened
A player from Brazil says they asked BC.Game several times to delete their account because of a gambling addiction, and the casino never did it. The whole complaint is two lines long, with no dates, amounts or copies of the requests.
How It Developed
- 2026-09-03Complaint opened, asking for the account to be deleted at once.
- 2026-09-04The mediator quoted BC.Game's responsible-gambling page, where self-exclusion runs through an automated tool with a 24-hour cooldown first and cannot be undone, and asked whether the player had also emailed support and for a copy of the request.
- 2026-09-11No reply, so the mediator added 7 days.
- 2026-09-18The complaint was closed because the player stopped responding. It can be reopened.
Abandoned
The player never sent a copy of the self-exclusion request. It can be reopened.
What Helped
Nothing was tested. If you need to be shut out for addiction, send the casino a written request that names the addiction and the length of the ban, and keep a copy; that copy is the first thing the mediator asks for.