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BGO Casino - Refusing to refund deposit

RESOLVED
silkcut401 United Kingdom
Posted on March 31, 2017.

I joined Powerspins Casino on 21 March 2017, I deposited a total of £1000.00 I declined any bonus, After playing for maybe 2 hours or so, my balance was £1100.00 so I requested a withdrawal. At that point my account was suspended, the reason given that a few years ago I self excluded from BGO Casino. I must admit I did not realise that the 2 casino,s ar.e part of the same group, had I known this I of course would not have made any deposit.

I e-mailed power spins support exsplainig that it was an honest mistake on my part, they e-mailed back stating not only are they confiscating this winnings but also the deposit. I then sent an e-mail stating that keeping the winnings is reasonable but to also keep my deposit was outrageous.

I have sent many emails since but with no response, I am therefore left with a balance of £1100.00 that I can not play with or withdraw.

Regards < surname removed >

AskGamblers
Posted on April 4, 2017.

Dear BGO Casino,

Please let us know if there's some update regarding this case.

Posted on April 6, 2017.

We have refunded this player his £1900 deposits but we will not pay him his £600 of profit, that has been voided.

The reason he is getting his deposits back is because
i) The money on his account i.e he hadn’t lost his deposits and
ii) The player hadn’t taken a bonus on the P/S account so therefore hadn’t really gained an advantage as per point 19 of the t&c’s .

If he had taken a bonus or lost his deposit amounts and we had located and frozen his duplicate in a reasonable time frame then we would not refund his deposits.

With regards to treating them both as completely independent platforms, we can’t do that, we have to take into account that we run both, in the eyes of the GC/Alderney we’d be letting previously self-excluded players profit from gambling if we said we’d pay them their winnings.

Hope this clarifies?!

Kind regards,
bgo Casino

silkcut401 United Kingdom
Posted on April 6, 2017.

I have to admit I do not understand the reply from BGO, but assume they are refunding my deposits, which is all I asked, I have not seen any monies in my PayPal account as yet, It does beg the question would this have happened without the intervention of AskGamblers.

Either way I would like to leave this case open until the money is in my account.

silkcut401 United Kingdom
Posted on April 7, 2017.

I can confirm my deposits have been returned, however I believe this 100% due to AskGamblers who I would like to thank.
It will always be my belief that without there intervention I would not have seen a penny.
I can only recommend that before playing at there casino, you read all the reviews including trustpilot.

AskGamblers
Posted on April 7, 2017.

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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