BGO Casino - Unfairly confiscated £190 due to 14p balance?

posted on May 31, 2016.

I'm compelled to complain her for others to see, personally I think it's scandalous and would love to see BGO respond.
Yesterday I decided to try my luck at BGO, I've been a customer for a while , won and lost and decided yesterday to take advantage of a promotion where if I deposit £25 I can get 50 free spins on steam tower. Pre the deposit i had a bonus balance of 4p and a cash balance of 10p, then i deposited £25 and won £2.87 off my free spins meaning I had a total balance of £29.01.
So I played for the next 2 hours at about 80p a game then my balance suddenly shrunk in 1 spin from £240 to about £50...
I have emailed BGO and this is there response...
"Having assessed your account, the reason why your bonus money vanished was because each active bonus awarded has an expiry date attached to it. When you deposited you balance as in fact 14p not 4p, so as this was not below the 5p mark, the wagering did not revoke.

If this date passes, the spins or bonus (including pending winnings) will simply remove themselves from your account. This is also relevant if you have played any free spins but not played through and winning amounts as this winning amount acts as a bonus in the same way; in this instance they will also be removed."

So it seems they are saying I was wagering against expired bonuses and when I had met the wagering requirements the winnings are all cancelled...
Feeling quite bitter on this, have participated in many of their bonuses and never complained before.
BGO, it would be interesting if you could explain in full here why I have lost all the money....if the bonuses had indeed expired then why was I wagering against them and where have all my winnings gone...

posted on June 1, 2016.

recent updates...

from BGO... "Unfortunately, As you did not complete the wagering target on your bonus within the 3 day period, the bonus and he wagering target was removed. Please be advised of the expiration period which will be stated in the email of the bonus offer itself."

my reply "Please provide a summary of my activity on 30/5/16 as well as the bonuses I was wagering against. I wish also to point out I accepted the bonus on 27/5/16 at 19:14, the bonus and all the winnings where removed at 18:29 on the 30th....within 3 days ...."

posted on June 1, 2016.

I'm glad you have received a response to your query,

Please continue to post your updates when you receive the information requested.

Many thanks,

bgo Casino

posted on June 1, 2016.

So here is the latest response from BGO....."Thank you for your

You claimed the bonus on 2016-05-27 19:14:53 and wagered £1,049.55 from the £1050 bonus when the bonus reached its expiration date, Unfortunately, as the wagering target was not met in full, the bonus revoked at the point in which it expired on2016-05-30 at 19:29:19 .
If you have any further questions please do not hesitate to contact us."

Well I agree with them on the date and time I claimed the bonus, however, all the money vanished at 18:29:38 on 30/5/16. How can I be so was on this spin and these are the details from my account transactions.. "30/05/16 18:29:38 Instant Game Stake for Spinata Grande (NetEnt) - £0.80"

Seems customer service are unable to help....

posted on June 1, 2016.

a further response from BGO...."That is correct the 3 days/ 72 hours, to which you had to wager the bonus, was claimed, 2016-05-27 18:14:53 GMT and expired 2016-05-30 18:29:19 GMT, to which as my colleague has given the time previously in BST.

The wagering was not met within the time limit so I am afraid as the terms and conditions these are now void."

I also attach the time of the deposit (and bonus acceptance) as well as the time the bonus disappeared, so no it seems that the times on their own website are a mix of GMT and BST?

posted on June 1, 2016.

Good Afternoon ptb007,

Having looked into your account further we can see there has been some confusion over time-zones. Your bonus was subject to a 3 day expiry, this is in GMT.

As a goodwill gesture on this occasion we have added a £190 bonus into your account. You will need to log in and accept it.

*Please note that this bonus will expire within 3 days GMT.*

Thank you for getting in touch with us via AskGamblers. I hope this resolves your issue.

Many thanks,

bgo Casino

posted on June 1, 2016.

thank you, that seems a fair compromise and as such consider this resolved.

posted on June 2, 2016.

Based on submitter's last post, AskGamblers Complaints Team consider this complaint as successfully resolved and the case is being officially closed. We are happy that an agreement has been reached and we would like to thank both parties involved into this case for their cooperation.