BGO Casino - Declined payment of winnings, no proof of bonus violation presented

RESOLVED
geoff48 United Kingdom
posted on July 31, 2016.

BGO declined payment of £1900 & £400 winnings citing infringement of bonus rules, i.e.wagers of larger than £10.00. I disputed that and requested proof from my transaction history on the 5/07/2016, this has not been forthcoming to date, and I could not check online as the wallet only holds 8 pages of transactions. It is my belief that IF I exceeded the £10 bet limit it was after the wagering requirements had been completed. If BGO are going to withhold winnings they should provide proof of the infringement . Please find attached a screen print of my wallet showing the declined withdrawals and two subsequent declined Paypal requests, which BGO said was made by them to prevent withdrawal before gaming checks had been made, however the withdrawals had already been declined the day before! It appears they have created a reason for declining the withdrawals after the event.

posted on August 2, 2016.

Hi Geoff,

I have sent you a private message requesting further information to enable me to look into this for you.

Please supply the information and we can resolve this case.

Many thanks,

bgo Casino

geoff48 United Kingdom
posted on August 5, 2016.

I have replied to BGO as requested above via private message on the 03/08/2016, I am awaiting their response.

geoff48 United Kingdom
posted on August 6, 2016.

I do not believe BGO are going to reply within Askgamblers time constraints, just delaying tactics!, can you supply their CEO'S UK address so I can progress the claim through UK courts?

posted on August 8, 2016.

Hi Geoff,

Just getting all of the details - will have a reply for you in the next hour.

Many thanks,

bgo Casino.

posted on August 8, 2016.

Apologies for the delay in getting back to you Geoff , we have had to look a little deeper into your account and go through transaction and game play history.

In reply to your complaint , the initial response you received from our support team was correct.

Your 1st deposit bonus was active until 3pm. Prior to this bonus being completed you had placed bets of £20, this is double the maximum amount you can wager whilst there is an active bonus in your account. This rule is clearly stated in our T's and c's which you had agreed to when you signed up and account with bgo thus voiding your winnings.

Hope this further explains your issue.

Many thanks,

bgo Casino

geoff48 United Kingdom
posted on August 8, 2016.

Thank you for your very vague reply, I do not accept your statements as in the first instance you have again not provided written proof detailing my game history as requested, if you can check it as stated in your previous email then surely you can provide it in written form to me. Secondly if I am correct you are stating I had played through my original wager requirements by 18:45 04/07/2016 (the system would not have let me pledge the withdrawals otherwise.) but the 1st deposit bonus was still active until 3pm on the 05/07/2017?. Again I request written proof that I had wagered £20.00 bets prior to the withdrawal pledge on the 04/07/2016 or after up to 15:00 05/07/2017, please PM me with a detailed extract of my Game History showing the times of the alleged £20.00 wagers, in the absence of the requested proof please provide written details of BGO'S UK CEO address so I can progress this claim through the UK Courts.




Thank you


Geoff Allen

posted on August 9, 2016.

Hi Geoff,

The bonus on your account was active until 3pm on the 4th of July, at which point you had completed the wagering of that bonus.

I have attached a screenshot of the gameplay history as requested (in private message), clearly showing that you had been staking £20 spins at 2.18pm.

Kind regards,

Erica