Actually, I don't think it was after you had some nice wins. I decided to spend some time to go frame by frame and captured each of them [I believe I missed one frame, but it didn't change much of the context and I was too lazy to get back to freezing each second just to get it], and you asked for it right after your deposit, given they ask you to fulfill wager requirement in accordance to their AML policy.
You are wrong. That ticket toke over 1h15. It was my first experience on BC.Game, and I betted on esports 3rd map that was ending and I doubled the stake. unfortunatly I couldn't withdraw because I didn't bet the decimal places from my deposits, so the wagger was more than 99.99% concluded. I don't remember exactly but I think my first bet was on SAW (CS2) match to win it, with odd over 2.00 so I got over 1200$ from it in earnings.
You can see here the times: let me know if you need a video or broadcast.
https://imgur.com/a/YXzrndJAhh, sorry for being a bit unclear. By "right after" I didn't mean in time-related manner, but in wager requirement in regards to AML policy. As I am sure you're well familiar, given you have account on many casinos, every casino has a wager requirement for deposits in order to comply with AML/ATF regulation.
I understand that the situation involved in your case was, you've wagered 99.99% of your deposit? Thus, despite what's left is a decimal point from the amount you deposited, you still haven't meet the AML wagering requirement, and thus, they can't allow you to withdraw?
they can't comply to it [with "it" referring to withdrawing everything, not the exclusion] due to the AML policy
Ok on that moment I agree. What about next?
"Next" as in the next time you're playing on their site and they did not restrict you although you've stated on the referred conversation that you're a gambling addict?
If so, as I am quite sure you're familiar from your case with Rollbit, live support handles a lot of tickets on daily basis. Don't you agree that there is a very huge and likely possibility that they can't remember the details of every case and user? That this user is a gambling addict and that user is a fraud and those group of users is a multi-acc abuser, and so on.
If they restrict your account right away when you state that you have an addiction, with your account having 99.99% wager requirement that still made it impossible to withdraw, won't it be unfair for them? Unless you asked them to return them to the originating address and lock your account right away, which unfortunately you didn't.
So, if you ask me about the next time, it might help to know --to be sure we're standing on a neutral ground and seeing it from unbiased position-- if you have ever mentioned this situation you have to any other support staff, to remind them about it, prior to me notifying them about your problem?
One thing that I can't help but notice, though, is that you complained about a missing bet in an earlier chat with Doris and the bet ID. It's 2370640190927671368, is it? For reference, the missing bet ID in full that made you reopen the case and brought us to this point was 2374266505778049437
Those are two separate cases. The one I reported on live chat, then I realized was because I was looking at wrong Coin on the top of the page as it was placed using USDT and I had other coin selected - I got it. The bet that I reported on this forum thread was days later< and it was really gone/disappeared as BC.Game support realized.
Oh, noted.
It's there at the bottom of their page, they're sub-licensed under CIL. Clicking the logo will bring you to the file issued by CIL for the sub-licensee. Note that unlike other master license holders, CIL does not provide a verification page. Instead, they issued a certificate [such as the one shown on BC's] to the casinos operating under them.
I know that CIL is their license holder, but my question is different. I can't find a working email to talk to CIL. Maybe you can help me or BC.Game... because the only email I can find in internet is
[email protected].
I even tried to call but it doesn't even ring on +5999 7341000.
Anything wrong about I question what is the correct way to contact their License Holder? I can't find a better/working contact.
If anyone could help me on this I appreciate.
Have you tried
[email protected]?
Do you mind telling us why you try to reach CIL? If you want to raise a dispute, I think their policy is much like other master-licensor, that you have exhausted every other possible way of mediation prior to escalating the issue to them. Thus, I recommend you to try this forum first and/or to a mediator like CG, AG, Pogg, and the likes.
[I believe a miscommunication plays a big role on this].
Maybe you are right, but since I got no positive reply from them anymore as they stated they wouldn't fullfill it anymore, I'm complaining about that case.
Though I am very much sure it is not their intention to buy your silence or do anything "abnormal", let me try to get to the bottom of this and get a better, more whole, picture of the situation. If you don't mind clarifying "no positive reply from them", you mean you responded to that offer once it is voided, trying to renegotiate a term and regain the offer, and they did not comply to it? What's your response to their PM, exactly?
I think we can agree that due to the nature of this situation [to clarify that it is not a bribery attempt or anything shady], the PM can be shared and does not necessarily violate the term "private", as well as quite sure that
BC.Game Support doesn't mind to give their permission, for the sake of transparency.
If you feel quite reluctant to do so in concern that you violated their privacy by sharing an exchange of private conversation with you, you can just give your permission to let them share your response to their PM, and let them share it on your behalf.
the delay in the bet's settlement was coming from the provider, not them
What?? No. The delay of hours was caused by their release/update on site it seems. Not for any provider source. Where did you get that idea? That isn't even their words.
"I just confirmed with the sportsbook team, and the delay was caused by their release"Unless I understand it wrongly, by "sportsbook team", they actually referring to the sportsbook provider, not their internal team. There's probably a technical issue from the provider, they probably need to verify bets, etc., providers hold bets and winnings from time to time for investigation.
While for edit #3, voiding all of your bets from the date of you made it clear about your situation... that's the exact same ground you use with the case of Rollbit, is it not?
Rollbit closed my account immedialty after I stated the gambling addiction.
Their only failure was leaving the secundary account opened (as I had two accounts with KYC done there). They found that error and they apologized for that and yes they reimbursed those bets - and yes I still had losses on Rollbit. Also, they sent the calendar bonus after 30 days.
Rollbit words:
After reviewing this case I can see we failed to lock the second account when we had enough information on hand to do so.
This case is different. I stated my condition and I requested they to limit my deposits and they don't do anything. I request to limit my stakes and they don't do anything. Even if BC.Game fullfill my request to rollback it to the moment they realized my addiction, I would lose money for them. So don't think I'm getting any profit from it.
As you can see I can't even have a clearly message from them stating "we closed your account on XX because we noticed you are addicted 2 weeks before". NOTHING. They just frozen the account with some dollars in it and calendar bonus to receive. I got no answers and here I'm.
Allow me to ask again what I asked on the earlier part of this post: have you ask for self-exclusion or made them aware of your addiction after that communication with "Doris" on the 18th of February?
Also I noticed you didn't answer yet or I missed it, do you find normal they say in their terms that they are able to limit deposits, when they can't afterall? Is it correct?
bc.game/help/responsible-gambling < they realized it is wrong and two weeks later it is still there! unbelievable
Thanks once again for the interest on it. Please let me know if you need any extra evidence of any point.
I will be inquiring about this and get to know more.
For reference, have you tried to get ahold into those limitation prior to this recent development of your addiction, i.e. from 18th of February to the day I made my post notifying them about your situation, or were you trying it only recently?