Nope, they took long to respond, I leave to take care other things, checked back when I had time, still unattended by their staff, I returned to handle my real-life matters, rinse and repeat until I came back to see they responded, I didn't reply for a while, and they close the ticket. I never get to be in touch and made any conversation with their live support.

But please, don't take my words for granted, see for yourself:

This is the entire chat history with their team. As evidenced, there's no other chat below "Ultra". Otherwise, it'll show what's depicted on the next screenshot [I'm on mobile, so the reason for there is a difference between the two is my device's orientation, serendipitily].



This is the entire conversation with "Ultra", happened roughly two weeks ago when I tried to get to know better about the existence of their limit feature, prior to you prompting me to try myself.



These are what happened recently, after you asked me to try asking them,

 





As you can see, on every occasions of me trying to reach them, I never managed to engage to a conversation, thus I never get their answer. This might surprise you, but contrary to what you seemingly believe, not everybody is ill-natured, some people here are sincere in trying to get to the bottom of cases. Not everybody is manipulative and try to hide the truth, cherry-picking facts to drive a narrative, some people here are simply trying to get to know things better and help resolving things.


The fact here is that there is no "responsible gambling policy". The responsible gambling on that page is a guide, and they are not liable for the misunderstanding you experienced, as I addressed lengthly above, of which you choose to ignore, because if you address it, you'll have to admit that your claim is invalid [much like the patient in my real-life-experience can't argue to the insurance company that what she had in her hand is not a triglyceride result but a trigesid, since the nurse gave it to her when she asked for "trigesid" result without correcting her]


I'll suggest you to give the post another read, specifically the whole paragraph of that sentence. What they're apologizing for and referring to "confusing" was that you misunderstood it as an attempt to buy your silence while what they tried to achieve is simply to help you resolve your addiction problem without placing much stress in you.

I think saying they do nothing to "fix it" is uncalled for, given they actually remedied the issue with a more direct and strict manner [yet proven to be very effective], namely locking you out.


I am not familiar with how the master license holder resolve the dispute raised to them, but if I am not mistaken, they will review your case, send the casino in question an email and ask for their side [what happened according to them, the supporting evidence, things like that], they'll exchange emails until the regulator [in this case, CIL] get all they need to conduct their investigation, and finally send you an email with their findings and decision.

All I can advise to you is to exercise patience, given [as previously mentioned] it can take weeks before they come to a decision. For example, CEG will need about 14 to 28 working days to review a case after they get all the documents they needed. I believe CIL have their own time frame.

As the decision made by the master license holders considered as final and bindings to both parties, many casino usually rest the case to the regulator's hand, ceases from replying to other platforms [be it this forum or arbitrator] as it became rather futile, the decision made by the regulator overcome every other platforms. This is just to inform you if you wondered why, from this point forward, BC.Game Support doesn't address your thread anymore.