What Happened
A player from Finland says they told BC.Game by email and live chat on 1 August 2025 that they had a gambling problem and wanted their account shut. The player says nobody replied, the account stayed open, and they went on to lose 1,005 XRP. They asked for the account to be closed for good and for those losses to be refunded.
How It Developed
- 2025-08-23The player said the account was still open and that they had not known about the self-exclusion button in the account. They then used it to block themselves.
- 2025-09-08The first mediator said that tool had been there all along, so a refund could not be pushed on that basis.
- 2025-09-16The player sent a promo email they say arrived two days after the self-exclusion, and said two more emails to the casino got no answer. The case went to a resolver.
- 2025-09-30The resolver asked BC.Game why the account stayed open after the player's requests and stated gambling problem.
- 2025-10-14BC.Game never answered. The complaint was closed unresolved, and the player was pointed to the Anjouan regulator.
Unresolved
BC.Game never answered the mediator, so the refund request was never decided. The player was sent to the Anjouan regulator.
What Has (and Hasn't) Helped
The self-exclusion button inside the account worked at once, while emails and chat went unanswered. If you need to stop, use the in-account tool first and take screenshots. The refund question was never settled because the casino did not take part.