BGO Casino - Unfairly Seized over £1,000

RESOLVED
lemondrizzle United Kingdom
posted on June 9, 2016.

I opened an account with bgo on Tuesday June 7th got a confirmation welcome email and text and deposited £1,000. I did not take any bonus due to wagering requirements. I played at the casino and after about an hour and wagering about £5,000 worth of bets I decided to cash in just over £1,200. A few hours later I return from work and try and log into play and account is locked so I sent an email. In the morning i receive an email saying.



Hi marc,

Thank you for your email and thanks for getting back in touch with us at the earliest opportunity.

Your account has been suspended automatically because our records would indicate that you have opened up multiple accounts - this is a breach of our terms and conditions.

We will gladly reopen your initial account that you created, however whenever subsequent accounts are opened, we will attempt to detect and block them simply because it can mean claiming the same bonuses more than once.
Let us know if you are keen to continue playing and we can reopen your initial account and get you playing again.

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

Kind regards,

Steve

The bgo Customer Care Team

They then proceed to send me another email

Hi marc,







Thank you for your email and thanks for getting back in touch with us at the earliest opportunity.




Your account has been suspended automatically because our records would indicate that you have opened up multiple accounts - this is a breach of our terms and conditions.




We will gladly reopen your initial account that you created, however whenever subsequent accounts are opened, we will attempt to detect and block them simply because it can mean claiming the same bonuses more than once.




Let us know if you are keen to continue playing and we can reopen your initial account and get you playing again.

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

Kind regards,

Luke

The bgo Customer Care Team

HOWEVER, they then suspend me fully and say they are seizing not only winning but the initial £1,000!! see email below

Hi Marc,





Thank you for your email.




As the terms and conditions were broken we will not be returning any funds to you. This decision has been made by our Payments and Fraud team and the outcome of this will not be changing.




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




Kind regards,




Rebecca

Customer Services Team Leader

The bgo Customer Care Team

I am absolutely stunned I was not aware I had an account with them but upon looking back at my finances I did have account with them.

I am not an abusive player, I have not been on their platform and tried to consistently deposit money this happened and I was carried through registration and allowed to deposit my money. This seems very unfair as I have put a lot of money into the site and if there was a problem they should have said instead of letting me keep play on their site and it's very sneaky what they have done allowing me to keep depositing but then keeping my winnings. No doubt if I had lost and kept depositing they would continue to take!!

lemondrizzle United Kingdom
posted on June 13, 2016.

Incredible update was Legal Department of bank asked me to send following email to BGO

Dear BGO Management,

My legal team are requesting that you please email/scan over the request for self exclusion that I made with BGO for their records in this dispute,

Sincerely,

Marc

and I get this response

Hi Marc,





Thank you for your email.




I have taken a look at the original account and it was done by yourself via the website. Therefore we do not have any correspondence from you requesting this to be actioned.




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




Kind regards,




Rebecca

Customer Services Team Leader

The bgo Customer Care Team

This is further evidence of the horrendous and devious behaviour of BGO Management. I don't remember having an account and only by checking back financial records I see I had one for 7-10 days, was financially successful but then must have decided that spending too much time online and taken a break. Hardly the behaviour of a seasonal multiple account and deposit person yet BGO Management still insist on seizing my £1,000 withdrawal plus additional winnings of over £200

posted on June 15, 2016.

Good Afternoon,

We are currently looking into this with high priority , it has been escalated to senior management and you will receive a reply shortly.

Would it be possible for you to supply your current email address?

Many thanks,

bgo Casino

lemondrizzle United Kingdom
posted on June 15, 2016.

Dear BGO Management,

Good Afternoon, this seems positive step. Many thanks for responding. Yes, with pleasure, [email protected]

Regards

Marc

lemondrizzle United Kingdom
posted on June 18, 2016.

BGO have apologized and refunded my £1,000 initial deposit but have said they are seizing the winnings. After the stress, anxiety, lost lunch breaks and visits to my bank branch this seems incredibly harsh just for the sake of £235.

So, ultimately, is this case resolved.......yes I guess, am I happy, satisfied or able to feel goodwill to BGO...........NO!!

AskGamblers
posted on June 18, 2016.

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.