BGO Casino - Winnings confiscated & deposit refund refused

Louboo2612 United Kingdom
posted on April 15, 2017.

I opened an account with Bgo and deposited £395.00 over 24 hours and won back £540.75 I requested a withdrawal & sent my id for verification, I then found my account unlocked and was told it was due to a duplicate account & under section 18 & 19 of their bonus t&cs they would be confiscating my winnings & deposits I then pointed out I never took a bonus & I could understand that keeping my winnings was fair but to not return my deposits was shocking as they had already stated the bets were void. I asked for my case to be reviewed by management & again received the response that my deposits would not be returned as I was self excluded. How can you use two different excuses over the course of 4 days! I have then asked for copies of all my transaction and game history to seek legal advise & I am just being ignored. This was an honest mistake had I lost the money I wouldn't be expecting any kind of refund but I had £540.75 in my account and think the deposits of £395 should be returned I want copies of all my transaction and game history I am sick of being ignored

posted on April 19, 2017.

Good afternoon,

Please accept our sincerest apologies for the delay in sending your transaction history to you.

I will have this sent over to you, for the account in question, this afternoon.

Please be advised that there will be no change to our decision, as explained to you in an email from our Operations Manager.

Kind regards,

Bgo Customer Support

Louboo2612 United Kingdom
posted on April 19, 2017.

I would like to know why I won't be receiving my deposits back as you first of all stated it was down to 18 & 19 in your t&c but I didn't take any bonus and then a week later it was because details were different yes I married & therefore my name changed by all contact details & dob were the same! I can understand you keeping the winnings but as you also state the bets are void and my deposits should be returned. I would also like proof of my self exclusion from your site! In one email you say I joined powerspins when it was Bgo I get the feeling you are just finding any excuse to make a profit and not pay out any winnings or refund any void bets i will be taking this further

posted on April 21, 2017.

Hi Louise,

I have just sent you an email to the address registered on your BGO account.

This also has your requested proof of Self-Exclusion.

There is nothing further that we can do in regards to this complaint and consider the matter to be closed/resolved.

However, should you require anymore clarification on the matter, please reply to the email I have just sent you.

Kind regards

Bgo Customer Support

posted on April 24, 2017.

Dear @Louboo2612,

Please let us know if there's an update regarding your ongoing complaint. Please keep in mind that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Resolved and it will be closed accordingly.

Thank you for your cooperation.