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BGO Casino - Delayed Withdrawal Time

Complaint Info
Disputed casino BGO Casino
Reason Delayed payment
Inactive user
Posted on May 14, 2016

Im a relatively new player on BGO , I was skeptical about playing due to the high volume of complaints on many forums .
I decided to give it a try and have found the experience to be quite pleasing , being a member of various online casinos I felt drawn to BGO and had some nice wins ...thats when the nerves started ..Waiting for funds to be paid out was going to be the biggest test . I was pleasantly surprised when with 48 working hours I received my payouts so continued to deposit and play .
Upon my 5th withdrawal request of 2 seperate amounts all seemed well until things started to drag ..48hrs no payout ...72hrs no payment so i queried with the team and was told the funds are with my "bank" this is what infuriated me as we all no this is a lie , my payment is simply being delayed and although the team at BGO have been great in their response times for which I cannot fault them I am yet to receive confirmation that I will receive my funds today which is the 5th working day since my withdrawal was approved , instead ive been told it has "now been processed ".
Ive enjoyed the BGO experience tremendously and cant fault it aside from this MAJOR concern I know have in regards to withdrawals . I hope this matter is resolved promptly as I want to continue to deposit / play and hopefully win at BGO but until I receive my funds my deposits will be going elsewhere .

Posted on May 16, 2016

Good Morning,

Thank you for getting in tough with us via AskGamblers. Happy to see that you have had a positive experience so far with us.

We aim to process all withdrawals our end within 24-48 hours of receiving the request. It then takes your bank a further 3-5 business days for the funds to clear.

Are you seeing these funds cleared into your account yet?

Many thanks,

bgo Casino.

Inactive user
Posted on May 16, 2016

Hi ,

I have not yet received my funds on what is now the 6th working day . I have been advised by you customer service team to wait 10 working days to be given a unique tracking number of the transaction to be able to follow up with my bank and possible other relevant legal authorities as to the whereabouts of my funds .

I have attached 2 emails where I express my concerns along with the reply from the customer care team .

It has taken 5 different customer service agents and 8 emails to get a "acceptable" answer which has come from Nathan .

I am extremely disapointed that this situation has come to this , in today's day and age when bank transfers are immediate this situation is very concerning that BGO is unable to inform me of the whereabouts of my funds .

It would however be unfair if I didn't admit that at least the responses from the BGO team have been prompt all be it slightly generic . I would like this resolved as despite this experience I enjoy BGO and will return once this is resolved .


Posted on May 17, 2016

Good Afternoon ,

Has this issue been resolved? Have the funds cleared into your account yet?

Kind regards,

bgo Casino.

Inactive user
Posted on May 18, 2016

Hi ,

I am pleased to say that I have received my withdrawal . Im disappointed to say however that following this experience I have closed my account and self excluded permanently to avoid being tempted to deal with BGO again . I was also surprised to see the game which led to my winnings has been removed no doubt I would have not seen my withdrawal through some "technical problem" with the game had I not made this compliant .

Great concept great games...but something very very suspect about BGO .

Posted on May 18, 2016

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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