Ag Awards

Owed £20000 by BGO Casino

Complaint Info
Disputed casino BGO Casino
Reason Verification issues
Amount £ 20000
Posted on July 15, 2014

I was fortunate to win £20000 on slots with bgo, the issue arose when I tried to withdraw.
I sent my verification documents to them, passport and bank statement.
They then said I was registered to a commercial address. I replied that I live above a pub, but I am on the electrol register. Then they said they could not find me, I sent them another 5 documents, including my dvla v5 form, and a finance agreement from a car company that lent me £11000 just last month on this address.
But they still have not got back to me.
Anyone got anymore suggestions or am I being messed about.

Posted on June 5, 2014

Hi Mark. With any verification requirement, regardless of the sums of money involved, we have a duty to ensure that we are satisfied with the player's identity. This is a mandatory requirement for us to hold our gambling licence. Whilst you have provided us with the requested documentation, we need to be totally satisfied prior to concluding this matter. I felt we had been keeping you totally informed of the situation throughout whenever you have spoken to a member of the Customer Services Team. We would certainly hope to conclude this process today.
Many thanks for your patience throughout
Customer Services Manager

Posted on June 5, 2014

Hi Andrew,

Saying "our finance team are looking at the case" or "we will keep you informed" is not keeping me informed. And it's not the first time you have said that we would hope to conclude this matter "today". You said that yesterday.

Posted on June 6, 2014

So now I have been verified, but still no payments, as they now have to check with the gaming provider, it's now been 6 days, and all I get is one excuse after another, I have requested to speak to there operations manager ( as per terms and condition) but they haven't got back to me on this request.
I don't hold out much hope with this casino.

Posted on June 9, 2014

Hi Mark
Many thank again for your patience.
This final requirement was something we would always carry out for a win of this sort due to its size and irregularity. I am pleased to confirm that this was concluded the same day on Friday, and we will be proposing your withdrawal now in line with the standard terms and conditions.

Whilst I appreciate that you may wish to carry on using this forum to post comments, in order to ensure that we are dealing with any specific query you have in a timely fashion, it may be easier to contact our support team directly by visiting our Help page on the site and using Live Chat or alternatively emailing us directly at [email protected]

Thanks again – and congratulations on the win.

Customer Services Manager

Posted on June 9, 2014

This has now been sorted, thank you, however I would say that the use of this site certainly helped the matter.

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