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BGO Casino - Account closure without explanation

RESOLVED
Complaint Info
Disputed casino BGO Casino
Reason Account closure
Amount £ 3000
jaflong777 United Kingdom
Posted on January 22, 2020

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?

Posted on January 23, 2020

Hello,

We are required by the UK gambling commission to have a complaints procedure for UK customers. The customer has not submitted a formal complaint with us.

We are also required by the UK gambling commission to appoint a nominated alternate dispute resolution provider service to deal with any unresolved disputes. further details will be provided on completion of our complaints process.

Kind regards,
bgo

jaflong777 United Kingdom
Posted on January 26, 2020

Hi,
As the email from the management team said that they won't correspondence any further regarding the matter, I didn't think of filing an official complain. Instead, I tried to chat with an advisor who hanged up on me and didn't continue the chat or answer anything. Today I've sent an email to [email protected] asking for an update regarding my withdrawal money. I will wait for their reply. Right now i don't have a clue where my money is!

Mahbub

Posted on January 30, 2020

Hello,

Following communication emailed to the customer a refund has been processed back to the player, we ask that you review your email correspondence.

Kind regards,
bgo

AskGamblers
Posted on February 1, 2020

Dear @jaflong777,

Please confirm if the issue has been resolved. Be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

jaflong777 United Kingdom
Posted on February 2, 2020

Hi,
Following my email to BGO casino, the support team has refunded me my money to my paypal. The case has been resolved.

Thanks,
Mahbub

AskGamblers
Posted on February 3, 2020

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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