Good Morning Zsolt,
Thank you for taking the time to contact us.
I can advise we have completed a full investigation with regards to your accounts held with bgo Entertainment Ltd. We have located 2 accounts for you, one with bgo, and the other with PowerSpins.
Your bgo account had been Self Excluded from 19th January 2017. To reopen this account we require the Customer to contact us to confirm their details for data protection purposes, and to ensure that the reason for Self Exclude is not applicable after a 24 hour cooling off period as per the Responsible Gaming policy. When selecting to Self Exclude, it does advise that this will be applicable for all accounts held with bgo Entertainment Ltd.
'Please note – by Self Excluding your bgo account, we will automatically Self Exclude any other accounts you hold with BGO Entertainment, including any bgo.com account you may use.'
I can confirm you created a PowerSpins account on 23rd June 2017, shortly after this we identified the duplicate Self Excluded account and suspended this as per the Gambling Commissioners guidelines. Between the times of the account being opened and then suspended you deposited 1x £20, and 1x £100. You played through the initial deposit of £20, and after depositing the £100 you instantly withdrew these funds.
Unfortunately as you have played through and spent the initial £20 deposit, we are unable to offer a refund.
If I can be of further assistance then please do not hesitate to contact us.
Customer Service Manager