Ag Awards

BGO Casino - Account closed without explanation

Complaint Info
Disputed casino BGO Casino
Reason Account closure
Posted on May 16, 2014

Hi allI have a bit of a predicament with BGOI had an account with bgo before but tried unsuccessfully to access it. Applied for a password reset but got no reply. So opened another account presuming the original had been closed.I deposited £25 and was given a bonus of £50 which I played through. I later deposited a further £75 no bonuses and to my delight had two big wins and made a withdrawl of £800. 48hours later I saw that my account had been suspended. After various emails with two different agents I have been told that my new account has been closed and my original one reinstated yet my winnings/withdrawl of £800 is nowhere in sight.I have asked what is going on with my winnings as I won those outside their bonuses and as of yet have not heard anything. I have acted in good faith. And was unaware I had breached any rules yet I do not hold out much hope of receiving my winnings.any ideas anyone? Am I now going to lose it all?

Posted on March 3, 2014

This player had his account suspended after opening multiple accounts breaching standard T&Cs. The T&Cs have been applied leaving his original account open.

Posted on March 3, 2014

Amazing how you dont put how I tried to retrieve my original password which I never received a reply for and that your system allowed me to deposit £100, win £800 and only afyer I try to make a withdrawl do you suspend the account and keep all the money.

Not even a good will gesture given. Just sorry we decided to let you have your original account that you couldnt access and we will keep anytjing you put in or win.

Posted on March 3, 2014

Please contact customer services if you require any further assistance

Posted on March 3, 2014

Further assistance? Lmao

Stitched up by them in the first place.

"The finance department has decided to allow you to continue to use your original account" . Well if you had given me a password reset there wouldnt have been a problem. Makes me think if I hadnt of won anything and continued to deposit more money in. They would have taken that too.

Posted on March 7, 2014

On behalf of the Customer Services Team at bgo- we have provided the player with a full and detailed response as to why the account was suspended and in line with Terms and Conditions, money has been withheld.



Customer Services Manager


Posted on March 7, 2014

 It is obvious that the player has breached casino's terms and conditions and there is really nothing we could do more about this case. Rules are rules and must be followed, despite the fact whether we like them or not. Case is closed.

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