I have taken a full review of this case.
A duplicate account was set up, while previous one was permanently self excluded.
We detected and froze the duplicate account within a reasonable time frame as outlined by the gambling commission.
The customer had deposited £10 on the duplicate account and played with it. When this account was detected, we froze it immediately.
Later on after converse with the customer the decisions was taken to refund the initial stake as a good will gesture.
This refund was action-ed in February 2015, prior to the ask gamblers complaint.
Please see below terms and conditions, Section's 19 and 20 for bgo.
'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.'
bgo Customer Support