Complaint #236
BGO Casino
Withdrawal still not processed 10 days later
4 years ago
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.
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.
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