Thank you for taking the time to contact us.
I have reviewed your account, and can confirm that the 90EUR withdrawal had been processed on 5th December 2016, following from the verification of your account.
Unfortunately we were unable to process this prior to verification, as this is a regulatory requirement as detailed in our Terms & Conditions;
VERIFICATION DOCUMENTS - KYC
In order to meet regulatory requirements to verify the identity of the Player, the Company may ask the Player to provide certain documents. The Player should be aware that if the Company is unable to complete the verification process, the Players access to the account and ability to transact may be limited or account may be frozen. On successful completion of the verification process the account can be reinstated.
The documents that we accept are:
Photographic ID: We require valid, up to date photo documentation. These ID documents can be in the form of a Passport, Driver’s License, National ID Card, Employment ID or any other form of official ID which has been signed by the Player. These documents must be valid where an expiry date is applicable.
Proof of Address: We must be able to verify the address as registered on your bgo.com account. A recent utility bill (excludes mobile phone bills), doctor’s note, solicitors letter, bank statement or other document sent to the Player’s registered address is acceptable, provided that, the document :
* is no more than 3 months old at the time of verification
* displays: Players full name, registered address, date and company/issuer header and/or logo
The Company reserves the right to request additional or notarized documents.
I understand that on 30th November 2016, you Self Excluded your account on a permanent basis. By entering into a permanent self-exclusion agreement with bgo you will be prevented from using your account indefinitely. Accounts that have been self-excluded are unable to be reactivated under any circumstances.
If we can assist with anything else then please do not hesitate to contact us.
bgo Customer Support