After a while I visited the BGO's website and lost £2500. The next day I've received an email from the casino's VIP support team stated that I am a BGO executive member from now and added £300 worth of bonus cash to my bgo account stated that I need to play it once and the winnings will be credited in to my account as real cash. I managed to win back £1350 which was fine, they've paid it without asking any verification details. A day later visited the website again and deposited £100 with 100% deposit bonus purchased from my loyalty points, LOST IT. Deposited again £100 with the same way, LOST IT. I did not have enough loyalty points to purchase any more bonuses, so i deposited £500 WITHOUT ANY DEPOSIT BONUS. After 3 hours playing I've managed to win £5600. Made a withdrawal request for £5600, next morning I had an email asking to verify my identity and address which I've sent them. Few hours later received a response that the verification documents has been verified and If I have been waiting to pledge a withdrawal on the acceptance of these documents, I will now need to log back in and select the amount I wish to withdrawal in conjunction with my selected payment method. So I logged back and saw that I have only £100 on my account. I wrote in the chat window to the representative who told me that my £5600 withdrawal has been declined because I have exceeded the £10 maximum stake in the slots and that my last deposit which was £100 has been credited and all the winnings voided. I wrote him and also in the meantime I wrote an email to the casino as well that my last deposit was £500 and I have not used any ''deposit bonus'' and the £5600 winning should be available to withdraw.. After few emails they've managed to find out that my last deposit was £500 not £100 but replied this:
Thank you for your email.
Your bonus was not wagered at the time of the case opening.
When you made the £ 500 deposit, finance saw that there was evidence of bonus abuse before and after that deposit, so this is what we credited back, i.e £500.
If you have any further questions please do not hesitate to contact us.
The bgo Customer Care Team
I've tried to speak with them but they said is nothing more they can do. Its very disappointing from such a big casino like theirs to use tactics like this.
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