BGO Casino - Cutting withdrawal due to unjustified accusations of bonus terms violation

RESOLVED
Leemanutd88 United Kingdom
posted on May 4, 2016.

I received the following email from the casino

Hi Lee,

I am emailing you today in relation to your recent request to withdraw funds following the completion of your recent bonus wagering requirements.



I have been asked to draw your attention to the section in which it states you may only stake £10 maximum when you have a bonus. Failure to adhere to this will result in your funds being voided as they breach Terms and Conditions.



This point and course of action is specifically covered in the Terms and Conditions under the General Bonus Rules. If you are not familiar with this aspect of our Terms and Conditions I would recommend that you read and digest this from the following link;



https:­//w­ww.b­go.co­m/h­elp­/te­rms­-an­d-c­ond­iti­ons­#ge­ner­al-­bon­us-­rul­es-­for­-ca­sin­o-v­ega­s-g­ame­s-macau



In this instance, you have been permitted to withdraw £110 of the £280, however our Finance Team have asked me to remind you it will not happen in future should you fail to adhere to this rule.

They said it was because of the bonus money and that a bet of more then 10 pounds can't be placed but I never placed a bet more than 10 pounds before my bonus winnings where changed to real cash as you can see on 02/05/16 23:02:37 Redeem casino prewager pending bonus winnings - Redeem pending bonus winnings to real money £392.55 so how can I be responsible for this I placed higher bets after I got it in real money not when it was still in bonus which was

02/05/16 23:03:12 Instant Game Stake for VF Da Vinci Diamonds (2) SA (vf40468): VF Da Vinci Diamonds (2) SA (vf40468) - Wager - £20.00 so I'm just confused to why I have only received £110 when I withdrew £270

These are what they took away

04/05/16 12:08:45 Account Adjustment - Decrease player balance, increase player net loss, increase operator net revenue - £145.00
04/05/16 12:07:44 Applying Admin Charges - Decrease player balance, increase player net loss, increase operator net revenue - £25.00

posted on May 5, 2016.

Hi Lee,

Many thanks for getting in touch with us via AskGamblers.

I have had a look in to your query and have managed to ascertain that due to an internal communication issue, the initial reason given for the confiscation of the funds was in fact incorrect.

The correct reason that the funds were confiscated is as follows:

The player built their balance before they made a deposit to the site, once they deposited £10, they then pledged a withdrawal. As player's are only entitled to receive £100 from any balance gained before a deposit is made to the site £280 was confiscated from their balance when their withdrawal was cancelled.

I hope this explains the reason for confiscation in a little more detail, If you require any further assistance , please feel free to contact our Customer Service Team - [email protected]