Complaint #209 BGO Casino

Accepted deposits while active self-exclusion with Gamstop was in place

By Joseph c.

6 years ago

BGO accepted deposits while Gamstop was in place on the 30th of June this year..
I asked for refund but they refuse to provide this.
I had already closed a primary account in 2013 as I was gambling too much.
As a responsible gambling company I feel they should be honouring Gamstop and should return the £250 deposited.

Disputed Casino BGO Casino

Reason Other

Amount £250

Discussion

AskGamblers

• Support Team

6 years ago

AskGamblers Complaints Team has been provided with enough information and evidence on behalf BGO Casino management in regards of this complaint to confirm that player registered at the casino with email address which had not been listed on the provided GamStop document and in that way player clearly breached casino's T&C https://www.bgo.com/help/terms-and-conditions?btag=a_1207b_977c_&af_sub1=a_1207b_977c_&af_sub2=2&siteid=1207

10.2 We will use all reasonable endeavours to ensure compliance with self-exclusion. We will implement reasonable checks and safeguards to ensure that whilst you are self-excluded you are not sent marketing material about gambling from us and that you cannot access the Services. However, self-exclusion requires the joint commitment of both you and us. During the self-exclusion period you must not attempt to try to open new or duplicate accounts and you accept that we have no responsibility or liability whatsoever if you continue gambling and/or seek to use the Websites and we fail to recognise or determine that you have self-excluded in circumstances that are beyond our reasonable control, particularly if you have changed any of the registration details previously submitted (including if you open another account with substantially the same information, albeit inputted into the registration form in a different way).

Based on the above, AskGamblers Complaints Team has no other option but to Reject the case. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant regulatory body.

AskGamblers

• Support Team

6 years ago

Dear @wolverine09,

Please forward to us original email received from GamStop with your GamStop PDF registration file.

Thank you for your cooperation.

wolverine09

• United Kingdom

6 years ago

Copy sent to ask Gamblers as requested.

BGO have claimed -

1. I didn’t have a second account - they denied this 3 times. I proved this to be through my bank statements form 2013-14. They actually said they couldn’t accept an iPhone picture of them but finally caved in and admitted it.

2. BGO Said that my complaint did mention I had Gamstop at the start of this complaint with the Ask Gamblers escalation. In the last message they are changing this to say Gamstop was asked for numerous times. Finally they are acknowledging that Gamstop was in place after lying.

3. BGO said they didn’t receive the Gamstop document which they did as per their request instructions. This document appeared in my GDPR request also when I asked them for all data on me.

The company does not want to act responsibly and refund deposits from someone with an addiction and Gamstop in place.

They are continually changing their story and lying. Iv never dealt with a company like this before and I have held accounts at over 40 gambling companies.

BGO Casino

• Representative

6 years ago

Dear AskGamblers,

You have requested an email which Bgo Entertainment Ltd does not possess. As detailed above, we have continuously requested such documentation from the Customer who is required to request this from Gamstop and copy in [email protected], therefor allowing us to receive the original documentation.

Kind regards,
Rebecca

BGO Casino Complaint Stats

Resolved 73 / 81

Avg. Amount $2,403

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

BGO Casino Complaints

See all complaints for this casino

Serious Delay of Withdrawal

I have waited for 2 months now for a withdrawal. Sent all documents they asked for even additional documents but received no update and nothing at all! And even said I will delay the process if I keep emailing them!

How ridiculous and rude! I’m waiting for another week then I will report this to gambling regulatory. This is not accepted! They are just holding your money!

Unresolved

£18,000

Payment delays

I switched to this casino because of its high score on review websites. However all I have received is constant request for documents, which I have provided and delays to payments. They currently owe £3800 which is over three weeks old now. I have had a couple of e-mails, the last one I sent asked for an update which was worded

…….Thank you for contacting us.

We have chased for an update this afternoon with the relevant department and unfortunately, we currently don't have an update.

As soon as we have an update, we will be in touch…….

Terrible customer service after three weeks. The excuse they use is they are checking whether I have the means to gamble however my nett spend on their website is £380 up???? All they seem do is delay payment as long as possible by asked big for more and more documents. I have sent the same documents numerous times.

They have now frozen my account so I can’t even look whether the withdrawal is pending etc. I have asked for an explanation four days ago and I still haven’t received a response.

Unresolved

£3,800

Withdrawal still not processed 10 days later

I deposited approximately £1200 over three deposits and eventually managed to ‘win’ around £200, prompting me to request a withdrawal of £1400.

Having deposited and won at BGO many times previously, I had never had to wait more than 24 hours for a withdrawal to a) be approved and b) appear in my account.

When, after two days, I noticed my most recent withdrawal had not gone through, I went on to Live Chat to ask why. Unfortunately, absolutely no explanation was given and what’s more, my account was temporarily frozen. Again, no reason was given - and still hasn’t been.

Having gambled online for many years, I understand the protocols and as such have been happy to submit verification documents (pertaining to FOUR separate requests involving bank statements, driving licence photos, photos of my card, payslips and a copy of my P60). Seems slightly excessive, and I was even asked questions relating to money I send my other half every month upon getting paid (for our joint mortgage, joint savings, monthly disposable spending, car insurance, etc.). Again, these questions were answered without issue on my part.

Unfortunately, having got absolutely nowhere, I feel I have run out of options.

For the avoidance of doubt;

I had never signed up with BGO before so do not have a duplicate account.

I have two separate e-mails confirming that my account is verified.

I am not serving a self-exclusion at BGO or its sister companies.

I have NEVER used bonus funds and have only ever accrued wins via my own deposit cash.

So some of the more typical reasons cited for account suspensions/lack of payment simply do not apply in this instance.

It goes without saying that I seek the full amount of £1400 to be repaid to me, and for this somewhat unnecessary delay to cease.

For those interested, I can even recall
the number on roulette that helped return my withdrawal amount - red 9!

I am extremely disappointed with the lack of clarity, communication and the withholding of funds, and it would not be an exaggeration to suggest that this drawn out process has been extremely unhelpful for my mental health. The stress and level of helplessness is difficult to describe, and not something I have ever had to endure in my 30 years.

Unresolved

£1,400

Closes account with no explanation

On 02 Feb 2020 I created an account with BGO casino and deposited amounts adding up to £2500 from my PayPal account (I kept losing so this was across numerous transactions) BGO took my deposits no problem. I got my account balance up to £3032.50 when I decided I would make a withdrawal request (I reversed this a few times to carry on playing). On 03 Feb I had an email from the compliance team asking me for verification documents in the form of ID and proof of address. I sent in my driving license and a recent letter as proof of address but got told this was not good enough and they require me to take a “selfie” and hold my driving license up next to my face and a bank statement - which I did. No problem as I was expecting this as I have it with every gambling site.

The next day I tried to log into my account but it was “temporarily frozen”. So i contacted live support - They told me this was there normal process while I get verified. The next day I try to log in but still frozen. I contact live support again to be told they cannot comment on the situation and wait for the compliance team to contact me via email. 06 Feb account still frozen, so I contact live support AGAIN. They say the same we cannot comment on this situation. By now I’m getting very frustrated as any other site it takes a day or two at the most to verify my account no problem. Later on 06 Feb I receive an email from the BGO management team to say my account is closed, we will not communicate with you any further. I sent an email back asking for reasons behind my account closer and to pay out what is fairly due to me and no response. I want clear reasoning and justification to why my account is closed and you are withholding my deposit and winnings. I deposited my own money, fully cooperated with question and the verification process. You cannot just ban a players account and refuse to talk to them without any reasoning. I have played with many sites and never been treated this badly. It’s a total disgrace.

I can’t even submit a formal complaint to the casino because they aren’t replying to my emails!!

Resolved

£3,032

Account closure without explanation

On 15th January I've deposited £3000 at BGO casino by mistake using Paypal, it was meant to be £300. When I realised that, I have requested withdrawal of £3000 back into my Paypal account. I received an email from the compliance team same day regarding some verification documents which I was expecting. I've provided all the documents on the same day without any delay. I was waiting for a reply from the team and chasing them meanwhile, Yesterday I received an email from the management team that my account has been closed permanently without any explanation. I tried to contact them using live chat but the advisor refused to comment and ended the chat! At the moment I have no update regarding my withdrawal of £3000. That was my money and i demand an answer as to when I will receive my money?

Resolved

£3,000

Account closure and witholding deposit and winnings

On 11th Jan 2020 I created an account with BGO casino and despaired £9,000 from my current account. This money is from my saving account and a combination of work and previous winnings from other gambling sites. They took my despot no problem. I have been playing on roulette and blackjack. When I would I made withdrawal request but reversed these a few times to carry on playing. On my history you will see declined as these are my reversals. On 12th January I had an email from the compliance team asking me for verification documents in the form of ID, bank card and bank statements. No problem as I was expecting this as I have it with every gambling site. I was allowed to still carry on playing on BGO’s site. I managed to get my account balance winnings to £25,150.80. I made the withdraw however this had to be in two amounts due to the value, one at £20,000 and the other at £5,150.80. On 13th Jan 2020I had a further email requesting more bank statements and payslips. I provided this to the compliance team. I went onto the site on 14th January 2020 to find my account was frozen. I contact live support who put me through to the compliance team. They told me this was there normal process while I get verified. The next day -5th January try to log in still frozen. I contact live support again to be told they cannot comment on the situation and wait for the compliance team to contact me. 16th January account still frozen, so I contact live support again. They say the same we cannot comment on this situation. By now I’m getting very frustrated as any other site it taps a day or two at the most to verify my account no problem. Later on 16th January I receive an email from the BGO management team to say my account is closed, we will not communicate with you any further. I sent an email back asking for reasons behind my account closer and to pay out what is fairly due to me. On 19th January now and no response. I want clear reasoning and justification to why my account is closed and you are withholding my deposit and winnings. I deposited my own money, fully cooperated with question and the verification process. You cannot just ban a players account and refuse to talk to them without any reasoning. I have played with many sites and never been treated this badly. It’s a total disgrace what you have done to me and now this matter has become very serious.

Resolved

£9,000

No payment from BGO

Basically I withdrew £1,135.00 pounds on the 20th Oct 2019. It got approved and I was sent an email on the 22nd saying "Your funds have now been processed and should be with you shortly. If an online wallet was used to withdraw such as PayPal, your funds will be available instantly. "

I withdrew with Skrill, and expected the money to be in my account after a day or two.

After a couple of days I reached out to their customer service and asked why this was taking so long, it had now been 4 days. I was told it would take 4-5 days, so I went ahead and waited. It has now been EIGHT DAYS, and there is no money in my Skrill account.

I contacted BGO today and they keep saying the payment was APPROVED, but never directly said it was sent. They told me they contacted Skrill and appearently Skrill told BGO they cannot help them, and allegedly told BGO that I MYSELF had to reach out to them. Which I did. Apparently there is nothing on its way to my account.

I contacted BGO again today, and they keep saying the exact same thing.

"Thank you for your patience regarding this matter.

Our Payments Team have been in contact with your payment provider, and they have informed us that you will need to contact them directly regarding this withdrawal, as they are not able to discuss it with us."

What is this? Surely if the money was sent they would have an transaction ID to be able to locate this payment if it ever went through. That us what the accounting department in every company is for. Every payment is accounted for and should be able to be tracked.

They are basically saying they can’t discuss their own payment with the provider that they allegedly made?

It sounds to me like they never sent it to me in the first place.

I contacted them on live chat today and asked how much time it usually takes for a withdrawal to Skrill. A couple of hours they said. Funny how I have waited for nearly 9 days now and no one can tell me where the money is.

So where is my money BGO? You have been playing around with me too much.

Your "Payments Team" should easily be able to locate this money, every transaction has an transaction ID.

If I do not receive this money shortly I will file a complaint with the Gambling Commission. Utterly unacceptable.

Resolved

£1,135

Withdrawal issues

Requested withdrawal for the 1st through mastercard got rejected because my country doesnt allow withdrawal through cards only bank account. 2nd time asked support if I could withdraw my money to bank account and they said no problem only thing I need to do is to give them informations about my bank abd bank account so they can process payment. They said it will take 3-5 days for mobey to get to my bank account. Then what happend, 6 days passed I talk with support they say now this kind of withdrawal take long that I shoukd wait 10 days total. After like 12 days total nothing talking to them again they request info again did that they said it should go without problem now. And after 1 day they sent me email saying that they can t withdraw my money to my bank account that I need to deposit again via netteler or skrill and then request withdrawal. Problem is that I dont have account on neither site. Had same problem like this with mastercard on RIZK CASINO asked support can i withdraw via banj account they said ok had money in my bank account within 3 days. So this acts by this casino are realy disgusting and they did nothing to help me withdraw.

Rejected

Unjustly forcing me to fill SAR to get my complete deposit history

I contacted bgo live chat to request account closure for good. But during chat i asked for my withdrawal and depoist history. They confirmed account of 3 years had never been a withdrawal. But they would not provide deposit total. They said i would have to request SAR. I believed this info to be wrong. So i asked them to hold off closure until i check my total deposits myself. They closed account and disconnected my chat. Shocking behavior. They are now trying to get 10 pound off me to check deposit total. I have attached screen shot of chat.

Resolved

Payment declined & account closed due to a mystery double account

I made a account to bgo ,i send all my documenation that thay ask me,license ,id ,statement etc! I received (2)times e_mail that my account was verified and its ok!after y play and i make some money,like £1800,and i make a widraw request off £850 they close my account because is double account,someone open a account 2 days before whithout any veeification document,no deposit made ,not mg adress ,nothingh,and they close my account (verified),this is irelevant,and they dont show respect to customer,me i will go to the couet whit this casino,is not possible such a thingh!They told me to play whit the other account,what account?A account that i dont now,A acoount that is not verified?..

Resolved