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Sent Verification but emails ignored and Funds not released

RESOLVED
Complaint Info
Disputed casino BGO Casino
Reason Verification issues
Amount £ 500
Posted on September 11, 2015

Deposited funds etc. and played various games. Won £500 and selected to withdraw. Then was asked for verification ID and utility bill. Provided both of these with driving licence and passport. Have had no reply since I sent the last document a week ago and have sent a follow up email but had no reply again. Can anyone advise please?

Posted on September 1, 2015

Hi Robert
I can see that Sian has emailed you on the 26th August outlining what requirements are still outstanding under case reference 00118758.

If you are not clear on the current status of your account either reply to this email, or email us directly at [email protected]

Regards

Andrew
Customer Services Manager
bgo

Posted on September 1, 2015

Hi,
I have not received any email from you since the 21st August. Can you let me know what further information you require and I will arrange this asap. The last email I received was from Warren on 21st August and I replied to this on 21st August with a utility bill.

Thanks
Rob

Posted on September 3, 2015

Hi Robert
I can only presume you did not receive the email we sent you in that case.

I shall ask our Verifications Team to email you within the next hour outlining what we are still outstanding.

Regards

Andrew
Customer Services Manager

Posted on September 3, 2015

Hi Andrew,

Thanks for reply, as I mentioned the last email I received was on 21st August. I'll be happy to provide anything further required.

Regards
Rob

Posted on September 4, 2015

Hi Robert
I can see that Sian has emailed you this morning.

Hopefully this will outline the outstanding requirements and we can complete the verification piece swiftly.

Please reply to Sian's email should you need any clarity.

Regards
Andrew
Customer Services Manager
Bgo

Posted on September 4, 2015

Hi Andrew,

I have not received an email, are you sending to thebea­ver­pub­@gm­ail.com? have received all the others but not these last few. XCan you confirm please?

Regards
Rob

Posted on September 4, 2015

Hi Robert
This is indeed the email address we are emailing you on and the same email address that is registered to your account itself.

I can only think that the emails are perhaps going into your spam or junk.
Can you double check these for me.

Regards
Andrew
Customer Services Manager
Bgo

Posted on September 6, 2015

Hi,
Sorry have checked my account and emails had been moved to promotions folder without me knowing. Will email Sian with required documents. Thanks

Posted on September 7, 2015

Hi,

All resolved now. Thanks for your help and thanks to BGO, was due to a missing email but all sorted now.

Posted on September 8, 2015

Hi
I can only presume that this email thread was reopened in error as we have been discussing this matter separately since this communication.

Regards
Andrew
Customer Services Manager
bgo

AskGamblers
Posted on September 11, 2015

Based on submitter's last message we consider this complaint as Resolved.

The case is now officially closed.

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