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BGO Casino - Payment declined and account suspended with no other information

Complaint Info
Disputed casino BGO Casino
Reason Declined payment
Amount £ 110
hesham08 United Kingdom Message
Posted on August 10, 2017

Played with BGO free spins and deposited some of my own money as well and made sure to go buy all the T&C's stated. I went up to around £400 in my balance but I was told the free spins are capped at £100 so I thought fine that is something they have obviously stated so that is ok. Went to withdraw my spins but said I needed to be verified. The same night I sent all my verification documents (government issued and bank statement within last 3 months) and for 4 days no one would respond to my emails. Eventually today they told me my account has been suspended, and I do not have access to my winnings nor the money I deposited from my account. I am so shocked at how they have easily done this. I keep contacting them and no one will reply and my account has stayed suspended. Attached is my balance and the emails with my verification documents I have sent for which I got reference numbers back but no actual response from the BGO team.

Posted on August 11, 2017

Thank you for your feedback via ask gamblers.

I have taken a review of your case and can see that your withdrawal has been processed and is currently on its way to you. I can also confirm your live chat capability has not been revoked you can contact the team during the operation hours of 8:30 am to 12:00 am 7 days a week. We are soon to be launching a telephone service to our customer service port folio which will also operate between these hours so you can personally have a conversation with a member of the team.

We apologise for the response times we have been extremely busy in recent weeks and we always aim to adapt and meet demand but we must always treat customers fairly and work through in order of receipt. Your account is currently active and was temporarily disabled while we verified your documents.

We thank you for using bgo and apologise if your experience didn't meet you expectations but invite you to come back and play with us again.

Kind Regards,

Customer Service Manager

Posted on August 15, 2017

Dear @hesham08,

Please make sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if you got the payment. Keep in mind that 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.

Thank you for your cooperation.

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