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BGO Casino - Deposits not refunded on second account which was opened without any knowledge of first account

RESOLVED
Cptkenny1 United Kingdom
Posted on July 28, 2017

On Saturday 22nd July 2017, I created an account at BGO casino to play on the slots. When I opened the account I was able to deposit 7 times, up to £1000 when I then won £4,005.26. I withdrew the winnings. The next morning I was greeted with an email about duplicate accounts and that they would close my account and confiscate all balances.

Naturally I queried this with BGO who tell me I had an account in 2013 which I self excluded in 2014 on a permanent basis.

I have asked for proof of this account but not received it other than some details which do seem they could be me. I had a lot of account years ago which I did close so it was possible.

After many emails back and forth I am told section 19 in the T&Cs are clear about duplicate accounts..

Section 19:
The Player may not have more than one account. If the Company detects a Player with more than one account, we reserve the right delete the superfluous account(s). No bonus given to the superfluous account or winnings will be honoured. Any funds lost will not be eligible for a refund.

For the sake of everyone's time I tell BGO I'm happy to 'accept' what you are saying about the first account ( beat in mind it's not been proven) and will accept my deposits back (£1000) and you can keep the winnings (3,005.26).

BGO tell me no and they have sent back £250 as a 'goodwill gesture' (appreciated but strange move)

My argument is with their section 19 terms and the last sentence: ' Any funds lost will not be eligible for a refund'

I did not lose so why can't they refund me? I did not lose... this seems a contradiction to what they are trying to tell me.

I also find it extremely unfair that had I lost 1k and not queried anything we would not be even talking about this, and rightly so because I would have lost.

The second account opening is far too easy and seems very convenient so the Casino has a win- win basis.

Am I right to query this, do I have any rights with regards to a contradiction in their terms and what they are trying to tell me?

I have even said I would accept £750 to close the matter.

Does anyone think I can get my money back deposits and/or winnings?

I feel I have been treated unfairly and any help / advice would be appreciated

Thanks

Posted on July 31, 2017

Thank you for feeding back via this mechanism, I have been handling your case personally.

Please see below, an extract from our terms and conditions, these specifically mention what will happen if a player opens a duplicate account, you have accepted these terms and conditions when creating your account -
19. The Player may not have more than one account. If the Company detects a Player with more than one account, we reserve the right delete the superfluous account(s). No bonus given to the superfluous account or winnings will be honoured. Any funds lost will not be eligible for a refund.
20. If the Player has been found to have opened multiple accounts for the purposes of obtaining additional bonus funds or an unfair advantage, we reserve the right to close all accounts and retain any balance or withdrawal associated with the accounts. Where these rules cannot be applied for any reason, the reallocation or reimbursement of funds will be at the discretion of the Company. In the event of funds being reallocated or reimbursed, an administration fee shall apply.

With regards to providing the details of the historical account, we can not give out the precise details or a print out without a formal subject access request, this option was offered to you, but was declined. You have mentioned above and in correspondence with me, that it is probably you. The name and date of birth match, as does the area of residence.

As you have self excluded previously, we have refunded the last deposit (£250) as a gesture of goodwill, it is disappointing that you feel this in inadequate, but we will be unable to increase this.

We have to ensure that all players are treated equally and that the terms and conditions are applied appropriately, these terms have been applied on this occasion.

If I can be of any further help, please do not hesitate to contact me, via [email protected]

Kind regards
Sarah Peberday
Head Of Customer Service

AskGamblers
Posted on August 4, 2017

AskGamblers Complaints Team is awaiting BGO Casino team to provide the required evidences.

AskGamblers
Posted on August 11, 2017

This complaint has been reopened as per BGO Casino request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

AskGamblers
Posted on August 14, 2017

AskGamblers Complaints Team have been provided with sufficient information and reasonable grounds in regards of this complaint to confirm the fact BGO Casino acted in full compliance with their Terms & Conditions. The player has opened more then one account and by that act violated BGO Casino terms #19, #20.


19. The Player may not have more than one account. If the Company detects a Player with more than one account, we reserve the right delete the superfluous account(s). No bonus given to the superfluous account or winnings will be honoured. Any funds lost will not be eligible for a refund.

20. If the Player has been found to have opened multiple accounts for the purposes of obtaining additional bonus funds or an unfair advantage, we reserve the right to close all accounts and retain any balance or withdrawal associated with the accounts. Where these rules cannot be applied for any reason, the reallocation or reimbursement of funds will be at the discretion of the Company. In the event of funds being reallocated or reimbursed, an administration fee shall apply.


Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant licensing authority responsible for BGO Casino.

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