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..
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