BGO Casino - Giving me hard time with verification, stalling payment

UNRESOLVED
posted on October 14, 2015.

I won £9,900 on BGO. I verified myself with my passport and council tax letter now they have asked me to submit the front and back of bank cards used. Which I did, but one I used at a previous date I have lost and now they want that card which I don't have any more. I don't understand I verified my bank card that I played with and won why are you asking for my past deposits? I won fair and square and feel you are doing anything possible to not give me my deserved winnings

posted on October 15, 2015.

Hi
Are you able to confirm the case reference number that we have been emailing you on, and I can then have a look at your case and comment further on the current requirements and the rationale for this

Regards

Andrew
bgo Customer Support Team

posted on October 15, 2015.

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posted on October 15, 2015.

Now I'm getting accused of doing chargebacks. What next? Any excuse not to give me my winnings. I'm fuming I won fair. Why can't you as a company be fair and pay me what I'm owed

posted on October 15, 2015.

Hi
I am still not able to locate your details from that reference number. Are you able to provide me with your bgo username or email address you have been in contact with us on please.

Regards

Andrew
Customer Services Manager
bgo

posted on October 15, 2015.

Username: Lewis213

posted on October 15, 2015.

Hi Rachel

I have now located your case and I can see that you have been dealing with Warren. I shall continue to email you under the case reference via the email address of [email protected] from here.

Await contact from me directly.

Regards

Andrew
Customer Services Manager
bgo

posted on October 16, 2015.

Keep case open as I'm still waiting on a response

posted on October 18, 2015.

Still waiting on a response. I'm getting accused of doing chargebacks. I ask for proof! Because I didn't know chargebacks were made as I lost my card and I obviously reported it missing to get issued a new one. And all I get in response is I need to contact my bank. Look if your accusing me of doing chargebacks then at least tell me how much it was.

posted on October 19, 2015.

Hi Rachel

I have received your latest email, however we have nothing further to add that has not already been covered. Your case will need to be escalated to the gambling authorities if you feel that this has not been answered sufficiently.

Regards

Andrew
Customer Services Manager
bgo

AskGamblers
posted on October 23, 2015.

We consider this complaint unresolved. We didn't get any evidence from casino management that this player breached casino's terms and conditions. We recommend to the player to seek further help in front of casino's licence authority.