BGO Casino - Account suspended alleged duplicate

RESOLVED
posted on April 21, 2015.

I opened a new account and deposited £10 with an offer that provided an extra £50 bonus. I won around £1000 but had to meet the £300 bonus conditions and having done this had around £400 left, which I promptly withdrew. Around half an hour later they suspended my account. I assumed this was for ID verification so contacted BGO who said it was because it was a duplicate account and all I could do was have my 'original' account reinstated.

I have never in my life had an account with BGO before and looking at similar complaints and reviews on the Internet it seems familiar practice. I have asked them for evidence of this supposed duplicate account but heard nothing back.

Con artists.

posted on April 22, 2015.

Update: they said they were referring me to the 'Finance Team'. They then emailed to say account was now verified, all fine. Account still suspended when I tried to login. Email them again, back to square one 'refer to Finance Team'. Latest is a request for identity documents, no acknowledgement of request to explain the claim account is a duplicate, no apologies, no indication of when withdrawal will be processed if at all. Am supplying documents now.

posted on April 22, 2015.

I have now received a further email saying that my account is no longer blocked. The withdrawal that I originally requested was back in my account so i've requested it again. I'll update what happens from here. Still no explanation or apology for the various reasons given for blocking the account in the first place and the incoherent string of communication that followed. Seems they use a very scripted customer service response mechanism.

posted on April 23, 2015.

Hi Steven
I can only apologise the confusion surrounding the suspension of your account. I was out of the office yesterday and not able to reply sooner. Please note that I have emailed you under case ref; 00074043 and if you want to discuss the matter further, please email me back at the earliest opportunity.

Kind Regards

Andrew
Customer Services Manager
bgo

posted on April 23, 2015.

I am pleased to say Andrew has been in touch and the matter has been resolved. I have shared my opinions with him on how BGO can improve communication and I am content with the outcome and his response. Thank you.

posted on April 24, 2015.

Hi Steven
thanks for the comments, and as I stated in my email, any other questions or queries, please do not hesitate contact the team

Regards

Andrew
Customer Services Manager
bgo