BGO Casino - Unfair Account Suspension

UNRESOLVED
posted on November 10, 2015.

i received an email stating that I had a bonus waiting in my account but when I logged on it wasn't there. When I contacted customer service they said it had been claimed and used. I explained that I was in the U.S. When it had been claimed and was unable to log on from that location. It took me several email to get them to investigate. They came back with: "in previous correspondence you have confirmed your account has been taken over.

Please confirm if this is the case, if this is not the case, please confirm clearly that the account has not been taken over and it was you who claimed the bonus in question, until this has been done, your account will remain closed."
They are holding my account ransom unless I lie and relieve them of responsibility. Unfair!

posted on November 11, 2015.

Hi
Are you able to clarify either your bgo username or the case reference you have been dealing under. I can then duly investigate your case in full.

Regards

Andrew
Customer Services Manager
bgo

posted on November 11, 2015.

Robmaccione

posted on November 11, 2015.

Hi Rob

can you respond to the email send to you by Steve yesterday highlighting which bonus code you were offered along with a screenshot of the email. This will enable us to investigate the matter further for you.

Regards

Andrew
Customer Services Manager
bgo

posted on November 11, 2015.

I have responded to his email. This was a VIP BONUS. I am attaching the last email I received from him. I think closing my account because it was breached is completely unreasonable. No other company would do ditch you as a customer because your account was hacked. Also please note that I never asked for the bonus to be reinstated. I only asked that you look into it and allow me to unlink my banking info from your site so that it could not be accessed by someone else. I have also received a new executive suite VIP bonus since then which I cannot access and use.

posted on November 12, 2015.

Hi Rob
I am still keen to resolve the issue, however I am still not seeing an attachment with what offer we have sent to you. If you could simply reply to the last email we sent you under case reference 00148847, I can then personally pick up this case and deal with it accordingly through the [email protected] mailbox.

I look forward to hearing back from you.

Regards

Andrew
Customer Services Manager
bgo

posted on November 12, 2015.

I have replied 3 times

posted on November 12, 2015.

Thanks Rob
a member of the team will be replying to you in due course.

Regards
Andrew
Customer Services Manager

posted on November 12, 2015.

Okay. I will wait for your reply

posted on November 12, 2015.

I just received an email saying there was not a bonus after being told that it was claimed
Hi Rob,

Thank you for your email.

I can confirm no bonus has been credited to your account.

If you have any further questions please do not hesitate to contact us.

Kind regards,

Jasmine
The bgo Customer Care Team

posted on November 13, 2015.

I am noticing a bit of a trend on here. When BGO does not want to deal with a complaint on here they ask you to email directly and then still do not help

posted on November 16, 2015.

Hi Rob
I can see that our Customer Support team emailed you back at 22:26 on the 12th November.
Regards

Andrew
Customer Services Manager
bgo

posted on November 16, 2015.

Yes they did and their response is below. None of which resolves the situation. Is this really how you treat an executive suite VIP who has spent well over £4000 in the month before you wrongly closed my account?

Hi Rob,

Thank you for your email.

The bonus that was offered to you via our promotional email was credited automatically as a VIP bonus.

However, your account will remain closed for security purposes as you have claimed there has been someone else using your account.

If you have any further questions please do not hesitate to contact us.

Kind regards,

Jasmine
The bgo Customer Care Team