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BGO Casino - Unjustified denial of a withdrawal request

RESOLVED
Complaint Info
Disputed casino BGO Casino
Reason Declined payment
Amount £ 292
Gedi69 United Kingdom Message
Posted on May 5, 2015

On Tuesday I went onto bgo casino and they was doing 20free spins no deposit required and after them spins I won £10 ish so I then carried on playing with my winnings and got it upto £170, I tried to withdraw the money but they wanted me to make a deposit 1st so I thought fair enough so I waited till Friday and made a deposit of £10 and they have me a £50 bonus and to withdraw. Any money I had to play through 5X wager bonus, so I went ahead and kept playing and kept watching the bonus play through wager go down and down, by the time it was on zero and they let me withdraw money I was on £392 so I withdrew the money and was happy.....7 hrs later I then got an email saying it had been aborted and they have put the money back in my bgo account minus £30 ish for some reason and said I was only allowed to take out £100.. So I'm not happy as I've played through the bonus wager and they have gone back on their word, currently I have took £100 out and left £261 in my bgo account, so why have they give me £30 less and won't let me take the rest out?? I feel conned that they have moved the goal posts.

Posted on April 28, 2015

Hi Gedd

Many thanks for posting this on the Ask Gamblers Forum.

I can see that we explained the rationale for our decision to cap your winnings to £100 when we emailed you on Friday. This is consistent with our Terms and Conditions.

I am more than happy to discuss the matter with you if you want to email me personally at [email protected] outlining the points you are unclear of. I will then respond as a matter of priority.

I look forward to hearing back from you.

Regards

Andrew
Customer Services Manager
bgo

Posted on May 1, 2015

The player is yet to respond to my points made from the previous post, so I am reluctant to comment further until further contact is received from the player.

Regards

Andrew
Customer Services Manager
bgo

AskGamblers
Posted on May 5, 2015

Dear @Gedi69,

Any chance to send any update regarding your case here?

Posted on May 5, 2015

We have received no further contact at this point to update you. If you require any further information, please do not hesitate to contact me.

Regards

Andrew
Customer Services Manager
bgo

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