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BGO Casino - Payment declined & account closed due to a mystery double account

Complaint Info
Disputed casino BGO Casino
Reason Declined payment
Radu898912 United Kingdom Message
Posted on September 4, 2017

I made a account to bgo ,i send all my documenation that thay ask me,license ,id ,statement etc! I received (2)times e_mail that my account was verified and its ok!after y play and i make some money,like £1800,and i make a widraw request off £850 they close my account because is double account,someone open a account 2 days before whithout any veeification document,no deposit made ,not mg adress ,nothingh,and they close my account (verified),this is irelevant,and they dont show respect to customer,me i will go to the couet whit this casino,is not possible such a thingh!They told me to play whit the other account,what account?A account that i dont now,A acoount that is not verified?..

Radu898912 United Kingdom Message
Posted on September 4, 2017

After i made my a complain because they close my account becuse someone open a account same like me few days before,not my adress,no account verified,nothingh!It was ok,thei seen that and open again my account,but my widraw missing,£850,i call them and they told me is declyned for investigation!What investigation if my account was reopened and evrithingh its ok,the refuse to pay money when you wim,is not a serious casino

Posted on September 5, 2017

Hello Nicolae,

Thank you for taking the time to contact us, I can advise I have reviewed this matter in great detail and completed a full investigation.

I can confirm that you hold 5 accounts with bgo, 3 of these have never been deposited in, however 2 of these have. Your first account had been created on 4th September 2016, to which you have deposited. Further accounts were created on 20th November 2016, 18th March 2017, 28th August 2017 and your newest account on 30th August 2017 (which has been deposited in also).

Please see section 19 and 20 of our Terms and Conditions; https:­//w­ww.b­­m/h­elp­/te­rms­-an­d-c­ond­itions

'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.'

I can advise that when depositing, all Customers are automatically placed through our Third Party Identity Verification System, this checks things like the Electoral Role or Credit Header. On some occasions, we will be required to ask for more documentation in accordance with UK Regulations as the Customer can not be verified. As you had deposited in 2 of your accounts, you had passed verification on both of these.

In line with section 20 of our Terms and Conditions we have suspended all of your accounts and retained any balance associated with the accounts.

If I can assist further then please do not hesitate to contact us.

Kind regards,
bgo Customer Support

Posted on September 5, 2017

AskGamblers Complaints Team has been provided with enough information and evidence on behalf BGO Casino management in regards of this complaint to confirm and justify the casino actions.

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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