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I submitted a request to self-exclude from 3 Telegram accounts, but after my account was blocked, I was able to register with the same email, the same device, and the same IP address. 3 Telegram accounts: @Surachen1 ; @yaroslav_affil ; @Jarikur

Я подав запит на самовиключення з 3 акаунтів в телеграмі, але після того як мій акаунт було заблоковано, я зміг зареєструватись за тією ж поштою, і тим же пристроєм, і тією ж айпі адресою. 3 акаунти в телеграм: @Surachen1 ; @yaroslav_affil ; @Jarikur

Dear Jarikur,

Thank you very much for submitting this complaint. I'm sorry to hear about the issue you're experiencing.

• Could you please provide screenshots or transcripts of your Telegram communication with the casino where you requested your account closure? You can send them to my email at veronika.f@casino.guru.
• Additionally, could you clarify whether you specified the duration of your self-exclusion? The screenshots attached to your complaint only show the cooling-off periods you previously activated.
• Have you completed the full KYC verification process?

I hope we can assist you in resolving this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

i wrote on your email

Thank you for your email.

Could you please clarify whether the different Telegram accounts are linked to separate BC.Game accounts? Does this mean that you have created multiple accounts at this casino?

Regarding the account registered with your Gmail address, could you confirm whether you specifically requested self-exclusion due to gambling addiction for this account?

If live chat support is unavailable, I recommend sending an email to the casino with a self-exclusion request. Have you already done so? If not, I can provide you with a template to fill out and send to the casino.

Looking forward to your response.

Good afternoon, yes, I really created more than 10 different accounts for different mails, in total I lost more than $ 10,000 after I reported that my account was blocked, that is, I created the 1st account, lost money, asked to be blocked forever, I was blocked, created the 2nd account, the same, the 3rd, the same, using the same IP address, the same phone number and the same Web browser, I created it through the mail that I mentioned earlier ( ) account and asked to block it, then I was able to log in to the site through this blocked account. Previously, I had already written to the support service of one of the accounts to have two-factor authentication enabled so that I could connect to my account, but this message was ignored.

Доброго дня так я дійсно створив більше 10 різних рахунків на різну пошту загальною сумою я втратив більше 10.000$ після того як я повідомляв щоб мені заблокували акаунт тобто я створив 1-й акаунт втратив гроші попросив щоб мене заблокували назавжди мене заблокували створив 2-й акаунт те саме 3-й те саме використовуючи однакову ай-пі адресу однаковий телефон і однаковий Веб-браузер я створив по пошті яку я згадував раніше (melezhyk21@gmail.com) акаунт і попросив його заблокувати потім я зміг авторизуватись через цей заблокований акаунт на сайт. Раніше я вже писав на службу підтримки одного з акаунтів щоб мені підключили двох факторна аутентифікація що міг підключитися до свого кабінету але це повідомлення проігнорували

Hello,

Can you provide the self excluded account email address or UID so we can check.

Best Regards

BC.GAME

Dear BC.Game Casino Representative,

Thank you for reaching out to us and requesting additional information from the player.

Dear Jarikur,

Could you please forward me the account closure requests you sent to the casino requesting permanent self-exclusion? I have not yet received any such messages from you. You can send them to me at veronika.f@casino.guru.

Additionally, could you confirm whether you have completed full KYC verification on any of your casino profiles?

Thank you for your cooperation. I look forward to your response.

I wrote to you on 03/21/2025, check your email, from your account

Я вам писав ще 21.03.2025, перевірте пошту, з акаунту melezhyk21@gmail.com

I wrote to them by mail. to block the account permanently, I blocked it forever, but then I registered again from the same phone and IP address and they allowed me to play

я їм писав з пошти yanakovalchuk312@gmail.com щоб заблокувати акаунт перманентно, я заблокував назавжди, але потім знову зареєструвався з того ж телефону і айпі адреси і вони дали змогу грати

Yes, I know, but apart from the video you sent me, do you have any communications with the casino where you explicitly admitted that you were addicted to gambling and requested to be permanently self-excluded?

I wrote this in the chat on blocked accounts, so they blocked me, so I can't log in, but of course I don't have any proof in the screenshots, because logging into the account is blocked

Я писав це в чаті на заблокованих рахунках, тому мені їх блокували, тому ю я ввійти не можу, але доказів у скріншотах у мене звісно немає, бо вхід в акаунт заблоковано

I noticed that all the accounts were already blocked, but I lost about 13 thousand dollars in total, of which 8370 usdt I lost on these accounts, after the notification of gaming addiction I believe the site should refund me, since they did not block my account and others, knowing that I have an addiction and am getting into debt

Я помітив, що всі рахунки, вже були заблоковані, але я програв близько 13 тисяч доларів загалом, з них 8370 usdt які я програв на цих акаунтах, після сповіщення про ігрову залежність я вважаю сайт повинен мені повернути, так як вони не блокували мій рахунок melezhyk21@gmail.com та інші, знаючи, що в мене є залежність і я влізаю в кредити

My claim is that after the self-exclusion notice at , I was able to register at the same address, and then at other addresses I specified, with the same IP address, but I was unable to contact support because the button was inactive for me.

Моя претензція полягає в тому, що після повідомлення про самовиключення за адресою melezhyk21@gmail.com, я зміг зареєструватись за цією ж адресою, а потім і за іншими адресами, якими я вказував, з однаковою айпі адресою, але я не мав змоги звернутись до служби підтримки, бо така кнопка в мене була неактивна.

Hello,

We acknowledge that you had previously opted for self-exclusion on our platform. However, our records show that the subsequent accounts were created using different devices and IP addresses, without any KYC verification. As such, it was not technically possible for us to link these accounts to your original profile.

As per our Self-Exclusion Policy (Section 7), by initiating self-exclusion, you agreed that:

• You would not create another account during the exclusion period.

• You would not deposit or attempt to deposit funds into any BC.GAME account.

• You would not place wagers on our website.

• This is a voluntary action initiated by you, and BC.GAME is not liable for any losses incurred during the self-exclusion period.

We take responsible gambling seriously and have systems in place to detect self-excluded users. However, bypassing self-exclusion through alternative devices, IPs, or unverified accounts directly undermines these measures.

In line with our policy, we are unable to accept liability for any activity undertaken in breach of the agreed self-exclusion terms.

Best regards,

BC.GAME

I disagree with you because the post office I used it to register twice on your site, moreover, I did it all from one device under my Wi-Fi, which was not connected to VPN. Moreover, I could not write to you in support on the site, because such a button was disabled, I provided evidence of this above, so you knew who you were blocking the option to write to support, so I applied for a settlement here

Я не згодний з вами, тому, що пошту melezhyk21@gmail.com я використав, щоб зареєструватись двічі на вашому сайті, більше того це все я робив з одного пристрою під своїм вай фай, який не був підʼєднаний до впн. Більше того, я не міг написати на сайті вам у сапорт, тому, що така кнопка була вимкнена, докази я цього подавав вище, тому ви знали, кому ви блокуєте опцію написати у сапорт, тому я звернувся за врегулюванням сюди

For example, on the stake platform, as soon as I register, they immediately limit my account because they see my IP address, just like you, but you don't admit it.

Наприклад на платформі stake як тільки я реєструюсь, мені одразу обмежують рахунок, бо бачать мою айпі адресу, так само як і ви, проте ви цього не визнаєте

Veronica, I sent you proof by mail that the BS Game company deceived you in the previous message, because I created an account with them on Monday, April 8, with the same IP address, where I made a deposit (I will send you a video) and withdrew funds, but yesterday this account was blocked by the company, which claims that it did not know that it was me, I did not go through KYC on this account, but they found out that it was me, they also knew about it before, when I registered accounts under the same IP, they just do not want to take responsibility and return me $8,370.

Вероніка, я вам на пошту відправив доказ, що компанія бс гейм обманула в попередньому повідомленні, бо я створив у них за тією ж айпі адресою рахунок в понеділок 08.04, де я робив депозит (відео я вам відправлю) і виводив кошти, але вчора цей рахунок було заблоковано компанією, яка заявляє, що вона не знала, що це я, на цьому рахунку я не проходив kyc, але вони дізнались, що це я, так само вони і знали про це раніше, коли я реєстрував під тим же айпі акаунти, просто не хочуть брати на себе відповідальність і повертати мені 8370$.

Representatives, bc.game, please explain if I use, as you say, different IP addresses, how you identified and blocked my account without kyc yesterday: ? I did not request self-exclusion from him.

Представники, bc.game поясніть будь ласка якщо я використовую, як ви кажете, різні айпі адреси, як ви ідентифікували і заблокували без kyc вчора мій акаунт: ongolevarido@gmail.com? Я з нього не подавав запит на самовиключення.

Thank you very much, Jarikur, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Jarikur,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear BC.Game Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Report them, they stole my 920$ and now ignoring yours requests

Dear Jarikur,

I have reached out to the casino internally, outside of this thread. That's why I'm setting one last timer. Your patience up until now is greatly appreciated. I will inform you as soon as I get a reply.

Hello,

We have sent you all the appropriate and necessary proofs regarding all the accounts of this user which they have claimed in the thread to own. We have locked all of them as well.

Best Regards

BC.GAME

Casino guru, they blocked the accounts after I mentioned it here, but they knew I was playing them under the same IP address and from the same device, so they should refund me the 8300 usdt that I lost because I had access to the game while self-excluded

Casino guru, вони заблокували рахунки після того, як я про це згадав тут, але вони знали що я в них граю під тією ж айпі адресою і з того ж пристрою, тому вони повинні повернути мені 8300 usdt, які я втратив тому що будучи самоусуненим мав доступ до гри

Dear Jarikur,

Unfortunately, I have to inform you that I will not be able to help you in this case. The evidence provided by the casino clearly shows that each time you have registered an account, it was from a different device and different IP. This, combined with a different email address each time, made it impossible for the casino to protect you and uphold the self-exclusion that was placed on your account.

To react to your following statement:

"Representatives, bc.game, please explain if I use, as you say, different IP addresses, how you identified and blocked my account without kyc yesterday: ? I did not request self-exclusion from him."

This happened simply because you provided the casino with the list of your email addresses in one of your replies, with the email in question being among them.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.