What Happened
A player from Quebec says they told BC.Game in live chat, more than once, that they had a serious gambling problem and suicidal thoughts and wanted to be banned for life. According to the player, the casino closed each account but let them open new ones from the same connection, more than ten in three months, and keep depositing. They asked for their recent losses back. The casino was never asked to respond, because the mediator first wanted proof of when the exclusion requests were made.
How It Developed
- 2026-09-08Complaint opened over deposits taken after the player says they had asked to be banned for life.
- 2026-09-09The mediator asked for the original exclusion request and the casino's answer, how many accounts existed, and whether any had passed KYC.
- 2026-09-22The player confirmed each account used a different email, none was verified, but the same name, birth date, address and phone were entered every time.
- 2026-09-28The mediator asked for transcripts or dated screenshots of the chats where the gambling problem was disclosed, and urged the player to seek immediate help for their safety.
- 2026-10-05The player's email listed the accounts but said the chats were no longer accessible. The mediator rejected the complaint for lack of evidence.
Rejected
The player could no longer produce the chats in which they asked to be excluded, so the mediator could not tie the losses to a failed self-exclusion.
What Has (and Hasn't) Helped
The claim failed on records: without the dated chats, nobody could show when the casino was told or whether the losses came after that point. Save or screenshot every self-exclusion conversation the moment you have it. The mediator also noted that an IP address alone does not prove two unverified accounts belong to the same person.