What Happened
A player says they tried to shut their BC.Game account several times in April 2026 over a gambling problem, but each try only started a 24-hour cooldown, after which the account reopened and they kept depositing and losing. They wanted C$3,680 of net losses back. BC.Game said its records show three one-day breaks chosen by the player, no bets or deposits during any of them, and a permanent self-exclusion from early May. The mediator saw no failure in the tools.
How It Developed
- 2026-05-22Complaint opened. The mediator quoted BC.Game's two-step process: a 24-hour cooldown, then a second confirmation to make the exclusion longer or permanent.
- 2026-05-22The player listed four attempts between 19 and 29 April, said the account was only properly closed after a written complaint on 8 May, and said marketing emails kept coming.
- 2026-06-22BC.Game posted a timeline of the breaks, said the account reopens automatically when a cooldown ends without confirmation, and said no play happened while any break was active.
- 2026-06-25The player replied that the tool never actually stopped them and that they could not supply deposit records because the account was locked; the casino said the emails after a cooldown are neutral status notices.
- 2026-06-26The mediator found the tools had worked as designed and closed the complaint as unjustified.
Rejected
The mediator found BC.Game's cooldown worked as designed and the player never confirmed a permanent exclusion until May; no refund.
What Has (and Hasn't) Helped
Nothing moved the casino. The lesson is in how BC.Game's tool works: a cooldown is only a 24-hour pause, and you must confirm a longer exclusion when it ends or the account simply reopens. If you need to stop, pick the permanent option and keep a screenshot of the confirmation; a cooldown alone will not protect you.