BGO Casino - Getting a hard time with verification due to accidental mistake made upon registration

UNRESOLVED
Darcy123 United Kingdom
posted on October 5, 2015.

Signed up to bgo.com, when we signed up in the first name box the predictive text put my nickname in instead of my real name, when we were asked to confirm identity the account was frozen as the first names did not match. I explained the problem was with the predictive text and sent passport and drivers licence which matches the address given and the name on my bank card so despite the error I can prove that the financial side is right. We carried on playing before we were frozen out depositing over £120 and winning £600, now the account is frozen and we cannot get to the money and they are refusing to open up the account again unless we provide proof of ID for the nickname, which of course can't be given. help!

posted on October 7, 2015.

Hi Mark
I have emailed you back today providing you the information you requested under case reference 00134432

If you have any further queries, please reply to me under this reference emailing me at [email protected]

Regards

Andrew
Customer Services Manager
bgo

AskGamblers
posted on October 10, 2015.

@Darcy123,
Are you satisfied with the casino's response, can we close this complaint as resolved? Please be advised that in case you fail to respond within the given time frame we will consider this case as resolved and officially closed. Thank you.

Darcy123 United Kingdom
posted on October 12, 2015.

Still not resolved, in addition to this complaint we have now asked an official independent arbitrator to judge on the case. This complaint needs to stay open until resolved by arbitrator

posted on October 13, 2015.

Hi Mark
many thanks for keeping us updated.

As explained in my previous email to you under case reference 00134432, we will duly respond to the complaint and provide all the necessary correspondence and supporting rationale.

Regards

Andrew
Customer Services Manager
bgo

AskGamblers
posted on October 17, 2015.

Complaint will remain unresolved, until we receive a decision of an official independent arbitrator from a submitter or a casino management.