In summary of my complaint to date:
- BGO have confirmed that the RTP of 61.34% during the whole session of
game play on Roulette from account open stage (roulette currently running at
98.65%)was quite low but you cannot draw any conclusions. AGCC are unable to assist me with my complaint.
- BGO have suspended my account. In the circumstances, without any access
to my account records, how can I view the transactions in question. The suspension of my account is unreasonable particularly when BGO will not or cannot provide me with an audit report showing the transactions on my account.
- I have asked BGO for details of their software supplier, so I can contact
them and file a dispute form but again BGO will not or cannot supply me with
- BGO have stated that I have a duplicate account however I was not aware
of this and that is why I have asked BGO for further details. If a duplicate
account was set up, this was not done deliberately on my part, as I can't recall
ever going through the validation process of the first account, funding or
claiming any bonuses on that account. I no doubt used all the same ID details,
i.e. Name, address, email, DOB etc but I fail to understand though why their
computer system does not have a function to perform any checks beforehand
to see if another account already exists prior to registering another account.
BGO’s system allowed me to make four large deposits into the duplicate account
and play casino games for an hour. BGO failed to make any attempt or take any
proactive action to suspend the duplicate account until I contacted them
by email to make a complaint about the RTP. Instead all BGO will do is to put the ball back in my court saying the onus on me!
- I have read a case file on askgamblers.com details below:
As this player mentioned, he had opened duplicate accounts and had claimed
bonuses against the T&Cs on both, which meant his account was suspended
automatically. Following correspondence with the player the account was
re-opened and everything has been resolved.
In context to my account suspension, as far as I can see, I have not claimed any
bonuses on the first or duplicate account, so why am I been tarred-and-feathered.
The complaint has been referred again to AGCC but they will not assist me any further with my complaint. I feel that BGO and AGCC are sending me round in circles and I now turn to askgamblers for help.