BGO Casino - Unauthorized debit from my credit card

RESOLVED
posted on October 26, 2014.

had a legit $100 I was eligable to withdraw, i selected to withdraw the funds vanish into cyber land as the process it...nothing shows up for a couple of days I contact support and learn that MasterCard can't accept the cash so I nee to use alternate means, that's fine fair enough. So I end up playing the $100 away and asking for a permanent exclusion from the casino as the exchange rate stung me on my 2 $10 deposits. Then roughly 2 weeks later a random. charge by BGO on my card for 100 GPB or 184 AUD , after contacting support and sending through my bank statements etc I get told that it was related to that time that I tried to withdraw WHEB I questioned how a card that was related to me coil be used since they had blocked me from BGO at my own request. I never got any money from them in my bank and if my withdrawal had worked it was legit so they should never of done this. Ive waited a bit contacted support again and got told there is no monies owing to me and my accoubt is permanently closed. I'm so angry they stole from me. (I don't remember my login name sorry )

posted on October 28, 2014.

Hi Jamiee

Your enquiry around the money being taken from your account is indeed being treated as priority and I have not been able to respond in full at this stage as I am awaiting feedback from our Finance Manager.

I can only thank you for your patience whilst we investigate this matter, although as your account has been closed prior to this money being taken, it is likely that your bank has debited this money in error although at this stage we cannot be certain of that. This is what we are trying to establish.

Please be assured that we will provide a full and comprehensive response, and other money owing to you and/or and compensation will be duly forthcoming.

I shall be emailing you back at the earliest opportunity.

Regards

Andrew
Customer Services Manager

posted on October 28, 2014.

Hello I have already sent multiple photos of my statements (only have iphone) showing all my valid details plus the transactions plus my photo ID, these were noted and accepted accepted by Sian K (prior to this complaint) who also informed me that this was very serious etc. I heard NOTHING so I send an email asking what's happening and I get told it closed ( I knew that) and that there are no monies owing, the I get angry and you email me. I made x 2 deposits of $10 GPB or roughly $18 AUD that's it! but some how this has happened

posted on October 28, 2014.

It was NOT my bank they didn't credit a closed account with $100 (184 AUD) I am also in liaison with the bank and the matter has been disputed I had the money returned by the bank, However as a result of this sudden loss of funds I was left almost homeless with no food as I was due to move in 3 days, the supervisor from commonweth kindly place a 150 over draft on my account ( allowing me to spend to that much last 0) but that was to be paid back so money was credited by the bank but it actually only covered my over draft fees so I am still out of pocket

posted on October 29, 2014.

still nothing

posted on October 31, 2014.

Hi Jamiee

We are still investigating the matter and I can only thank you for your patience. Thank you for sending in the documentation that we requested.

I shall be responding at the earliest opportunity.

Regards

Andrew
Customer Services Manager
bgo

posted on November 3, 2014.

have had a response that does allow ledge the funds were taken by mistake am awaiting te return of funds one investigation is completed

posted on November 3, 2014.

We will continue to investigate and provide an update at the earliest opportunity.
Regards
Andrew
Customer Services Manager
bgo

posted on November 3, 2014.

hoping to have funds asap am really needing the money

posted on November 3, 2014.

Hi Jamiee
I appreciate your stance and can only thank you for your patience.
Should you need to talk about your case with me directly, it is easier doing this via the [email protected] mailbox as I can pick this up directly.

Regards
Andrew

posted on November 4, 2014.

still waiting

posted on November 6, 2014.

hello I am really needing that money returned if I can assist anymore in making this process faster please let me know, it has been some time now

posted on November 7, 2014.

Hi Jamiee

Our Finance Manager is concluding your case today as we speak. We are trying tirelessly to get the funds refunded as they have been taken in error by your bank. I would advise you to email in on the previous email thread from [email protected] to gain a detailed update if you can as our Finance Team are working over the weekend and will more than happy to help.

Thanks again for your patience on this matter.

Regards

Andrew
Customer Support Manager

posted on November 8, 2014.

I'm honestly over this I do appreciate your professional response to my issue and I do appreciate the way I have been treated through this process but I am a single mum I am struggling my car is broken down I'm out of work I need that money loosing almost $200 AUD is a huge blow for me, how hard is it to return my money you have established it was wrongfully taken you may continue to investigate the exact reason why on your own time after my funds are returned i would like a good reason as to why my funds still are not returned DESPITE the fact you have said it was wronfully taken

posted on November 8, 2014.

I would be willing to accept it back in any form (I cannot have it done as casino credits because I excluded myself although I actually meant just to update details but I said it wrong and the agent excluded me that's my fault, I have been told I may never have the exclusion reversed now anyway. I don't really want casino credits but at least I'd have a shot at more money or just doing a withdrawal of funds and having it returned that way

posted on November 8, 2014.

can you please unexclude me maybe put the funds (must be equal to $184 AUD) in my casino account and I can just take it out as a standard withdrawal and this whole mess will be over, after all it was taken by mistake and I didn't mean to exclude myself I stuffed up. it could solve this whole problem for all of us

posted on November 10, 2014.

Hi Jamiee

I am hoping to have a full and comprehensive response for you today. We are working with your bank to get this resolved and get the funds reimbursed. I can only thank you for your patience.

Regards

Andrew
Customer Services Manager
bgo

posted on November 10, 2014.

hi I had an email on the 8/11/14 saying it would be concluded that day now again on the 11 th it's still waiting. what about my idea mentioned above

posted on November 10, 2014.

hi I had an email on the 8/11/14 saying it would be concluded that day now again on the 11 th it's still waiting. what about my idea mentioned above. IM GETTING DESPERATE I NEED THAT MONEY SO MUCH

posted on November 11, 2014.

Hi Jamiee
Rest assured that this will be resolved, however the communication back from your bank was not forthcoming yesterday in order to enable me to provide you with the necessary response.

My intentions are to contact you today.

Regards
Andrew
Customer Services Manager
bgo

posted on November 11, 2014.

What exactly are you wanting to know I can accsess and provide the same information they can, I've been getting the same story for weeks now.

posted on November 11, 2014.

It is simple.
Funds have been established as incorrectly taken. Also you have totally ignored me twice abouty question of unblocking me and crediting my casino acc. 184 AUD So I can just request a withdrawal as normal. If you were so concerned about helping me this WOULDNT be happening

You can finish your investigation as to HOW it happened on your own time.

posted on November 11, 2014.

Hi Jamiee

I have emailed you with an update this afternoon. In relation to accessing your account, you have opted for a Self Exclusion, therefore we can not reopen your account for you to access any information. Anything you want to know or establish you can email me via [email protected]

Regards

Andrew
Customer Services Manager
bgo

posted on November 11, 2014.

My bank claims to have had no contact at all from you what information specifically are you waiting on from them

posted on November 13, 2014.

Are you trying to say that U cannot undo a change in your own system, what would happen if someone accidentaly excluded the wrong person? I TOLD U I DID NOT MEAN FOR THAT TO HAPPEN

posted on November 14, 2014.

Hi Jamiee
from now until completion, I shall contact you via the [email protected] mailbox providing you with an update.
Regards

Andrew
Customer Services Manager
bgo

posted on November 15, 2014.

Have agreed to return funds still waiting

posted on November 17, 2014.

Hi Jamiee

I shall be providing you with an update later today via the [email protected] mailbox.
Regards
Andrew
Customer Services Manager
bgo