BGO Casino

Account closure without explanation

£3,032

On 15th January I've deposited £3000 at BGO casino by mistake using Paypal, it was meant to be £300. When I realised that, I have requested withdrawal of £3000 back into my Paypal account. I received an email from the compliance team same day regarding some verification documents which I was expecting. I've provided all the documents on the same day without any delay. I was waiting for a reply from the team and chasing them meanwhile, Yesterday I received an email from the management team that my account has been closed permanently without any explanation. I tried to contact them using live chat but the advisor refused to comment and ended the chat! At the moment I have no update regarding my withdrawal of £3000. That was my money and i demand an answer as to when I will receive my money?

Account closure and witholding deposit and winnings

£3,000

On 11th Jan 2020 I created an account with BGO casino and despaired £9,000 from my current account. This money is from my saving account and a combination of work and previous winnings from other gambling sites. They took my despot no problem. I have been playing on roulette and blackjack. When I would I made withdrawal request but reversed these a few times to carry on playing. On my history you will see declined as these are my reversals. On 12th January I had an email from the compliance team asking me for verification documents in the form of ID, bank card and bank statements. No problem as I was expecting this as I have it with every gambling site. I was allowed to still carry on playing on BGO’s site. I managed to get my account balance winnings to £25,150.80. I made the withdraw however this had to be in two amounts due to the value, one at £20,000 and the other at £5,150.80. On 13th Jan 2020I had a further email requesting more bank statements and payslips. I provided this to the compliance team. I went onto the site on 14th January 2020 to find my account was frozen. I contact live support who put me through to the compliance team. They told me this was there normal process while I get verified. The next day -5th January try to log in still frozen. I contact live support again to be told they cannot comment on the situation and wait for the compliance team to contact me. 16th January account still frozen, so I contact live support again. They say the same we cannot comment on this situation. By now I’m getting very frustrated as any other site it taps a day or two at the most to verify my account no problem. Later on 16th January I receive an email from the BGO management team to say my account is closed, we will not communicate with you any further. I sent an email back asking for reasons behind my account closer and to pay out what is fairly due to me. On 19th January now and no response. I want clear reasoning and justification to why my account is closed and you are withholding my deposit and winnings. I deposited my own money, fully cooperated with question and the verification process. You cannot just ban a players account and refuse to talk to them without any reasoning. I have played with many sites and never been treated this badly. It’s a total disgrace what you have done to me and now this matter has become very serious.

£9,000

No payment from BGO

Basically I withdrew £1,135.00 pounds on the 20th Oct 2019. It got approved and I was sent an email on the 22nd saying "Your funds have now been processed and should be with you shortly. If an online wallet was used to withdraw such as PayPal, your funds will be available instantly. "

I withdrew with Skrill, and expected the money to be in my account after a day or two.

After a couple of days I reached out to their customer service and asked why this was taking so long, it had now been 4 days. I was told it would take 4-5 days, so I went ahead and waited. It has now been EIGHT DAYS, and there is no money in my Skrill account.

I contacted BGO today and they keep saying the payment was APPROVED, but never directly said it was sent. They told me they contacted Skrill and appearently Skrill told BGO they cannot help them, and allegedly told BGO that I MYSELF had to reach out to them. Which I did. Apparently there is nothing on its way to my account.

I contacted BGO again today, and they keep saying the exact same thing.

"Thank you for your patience regarding this matter.

Our Payments Team have been in contact with your payment provider, and they have informed us that you will need to contact them directly regarding this withdrawal, as they are not able to discuss it with us."

What is this? Surely if the money was sent they would have an transaction ID to be able to locate this payment if it ever went through. That us what the accounting department in every company is for. Every payment is accounted for and should be able to be tracked.

They are basically saying they can’t discuss their own payment with the provider that they allegedly made?

It sounds to me like they never sent it to me in the first place.

I contacted them on live chat today and asked how much time it usually takes for a withdrawal to Skrill. A couple of hours they said. Funny how I have waited for nearly 9 days now and no one can tell me where the money is.

So where is my money BGO? You have been playing around with me too much.

Your "Payments Team" should easily be able to locate this money, every transaction has an transaction ID.

If I do not receive this money shortly I will file a complaint with the Gambling Commission. Utterly unacceptable.

Accepted deposits while active self-exclusion with Gamstop was in place

£1,135

BGO accepted deposits while Gamstop was in place on the 30th of June this year..
I asked for refund but they refuse to provide this.
I had already closed a primary account in 2013 as I was gambling too much.
As a responsible gambling company I feel they should be honouring Gamstop and should return the £250 deposited.

Rejected

£250

Withdrawal issues

Requested withdrawal for the 1st through mastercard got rejected because my country doesnt allow withdrawal through cards only bank account. 2nd time asked support if I could withdraw my money to bank account and they said no problem only thing I need to do is to give them informations about my bank abd bank account so they can process payment. They said it will take 3-5 days for mobey to get to my bank account. Then what happend, 6 days passed I talk with support they say now this kind of withdrawal take long that I shoukd wait 10 days total. After like 12 days total nothing talking to them again they request info again did that they said it should go without problem now. And after 1 day they sent me email saying that they can t withdraw my money to my bank account that I need to deposit again via netteler or skrill and then request withdrawal. Problem is that I dont have account on neither site. Had same problem like this with mastercard on RIZK CASINO asked support can i withdraw via banj account they said ok had money in my bank account within 3 days. So this acts by this casino are realy disgusting and they did nothing to help me withdraw.

Rejected

Unjustly forcing me to fill SAR to get my complete deposit history

I contacted bgo live chat to request account closure for good. But during chat i asked for my withdrawal and depoist history. They confirmed account of 3 years had never been a withdrawal. But they would not provide deposit total. They said i would have to request SAR. I believed this info to be wrong. So i asked them to hold off closure until i check my total deposits myself. They closed account and disconnected my chat. Shocking behavior. They are now trying to get 10 pound off me to check deposit total. I have attached screen shot of chat.

BGO Casino Complaint Stats

Resolved 73 / 81

Avg. Amount $2,403

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

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Player Rating

4.2/10 ● 65 reviews

Top reviews from our players

chrisnew11

5 years ago

1/10

I actually thought the live casino was pretty good however the negatives completely outweigh this. I can’t say anything else positive about this scamming casino.

I deposited £5000 and withdrew £8600 on the 1st September. It’s now the 4th September and my account remains unverified and withdrawal not complete. They have requested a silly amount of paperwork including driving licence, payment card, 3 months bank statements, bank statements from another account completely unrelated to my BGO payment, details about my employer and occupation. Every day they ask for one more document and today nothing. I have made two complaints with no response and now with the weekend approaching I doubt they will get back to me. I’ve played at most online casinos and never been treated so badly, avoid at all costs people.

Zakatraka77

1/10

Now I can't talk good guys, I am trying to get help from them from 23. of June, but I still waiting. My account is frozen without any reason, more than 700 pounds in my account but I can't touch them, I don't understand nothing.

Hello BGO, as a company you are defrauding me. I have been with the account frozen for 20 days, and you still have not given me a reason that by chance I earned money and you closed the account for me. You have to understand that I need the money.

Zakatraka77

1/10

Honestly right now I can't say anything good. I wish I could, but I can't. If you help me I'd like to give you 10 stars but that's not the case. If you help me I will come to talk well about you guys.

On June 22, I registered in BGO and it seemed that it was a serious company and everything was fine, but on June 23 I was playing roulette and suddenly they took me out of the game and I could no longer enter. The account was frozen, with more 700 pounds in total. I have been waiting for 5 days for help but nobody gives it to me. In the chat they tell me they sent me an email, but the email never arrives.
I need urgent help please, I already sent you my passport and a bank statement in pdf as you asked me. Anything you need to verify I will be happy to give it to you. Please understand that I need my money.

Mutley101

1/10

Absolutely nothing at all.

Everything, the bonuses are none existent on slots. I ran £14750.00 through the casino in one night and hardly got a bonus at all. At one point I ran £6000.00 through Siberian Storm and didn't get a single bonus! I was also very unhappy that they kept letting me deposit up to that amount £14750.00 in one night without contacting me to verify me or ask me about responsible gambling when in their terms and conditions it says you can only deposit £1000.00 in the first instance but then you will need to be verified because of money laundering and affordability etc but yeah none of that they just let me max out all my cards in one night. I'm still paying it off now over 3 years later. I'm disgusted with them and the industry at large because they won't pay you if you win, they come up with excuse after excuse and obviously don't ever except any bonuses because if you win you'll never meet the withdrawal criteria ever until there's nothing worth withdrawing left in the account It's just one big massive legalised con to get your money. I'm beyond words that this is going on the World over and we the poor people and the vulnerable are paying the price. IT IS DISGUSTING.

Chrissiex2014

1/10

Good game selection. Easy to navigate on site. Does have alot of promotion. Has incentives. Average for casino site. Has a loyalty scheme but not used.

Takes extra money off you for deposit and withdrawals. Return to player quite poor not one single bonus in £400.00. Incentives poor x65 wager. No lock in for withdrawals which you can set on most other sites.
Would not recommend them to anyone.

Nigeljc59

8/10

Regular promotions and playing incentives scheme with good playing rates. Keep you up to date with promotions slots pay OK and seem fair. Live chat helpful. Quick pay out using PayPal

Having to pay to deposit and withdraw which puts me off as they appear to be the only online gambling site along with there sister site Vegas Luck that do so and I cannot understand why🤢

Hello Nigel, Thank you for taking the time to leave us a review! It is great to hear you are enjoying our regular promotions, along with our loyalty scheme The Vault. I will pass on your feedback regarding the fees in place, as we are always striving to improve our site and services. Have a great day Kind regards Rebecca

BGO Casino 7 years ago

Sarssss

8/10

I like the vault that's really good, also the loyalty points and being left alone to gamble in peace.

Customer service team (some) whom are rude and imply you Have a gambling problem because you use a paysafe voucher aswel as a debit card to deposit and once in 2014 I used my credit card. Now I get they have a job to do and part of that is to make sure customers are gambling responsibly but send a question air to our email not ask me on live chat very rudely personal questions and when I answer in one go and tell her to have a lovely end chat, then stop me from depositing I felt like a criminal where's all I done was had a little gamble something I enjoy. Thing that gets me is when I deposit £300 in one day no one says anything. She imbarrsest me there was no need.

Hello, Thank you for taking the time to review us, we are very proud of our loyalty and reward schemes here at bgo and please that you enjoy the vault. I'm sorry if our responsible gaming team came across rude, I can assure you that's not the intention. We have a very robust responsible gaming team, who's purpose is to ensure gambling stays fun for everyone here at a bgo. Sometimes we may ask questions which may seem out of the ordinary and can be a bit personal, but we do this to ensure our customers are protected and understand tools available to them, should they feel at risk of problem gambling. Kind regards, Paul bgo Customer Support

BGO Casino 7 years ago

stewex555

5/10

- Modern and elegant web site layout
- Many promotional offers
- A loyalty program that seems to be good
- The whole service and lively conversation was very respectful and courteous
- But basically just the average casino

- The only problems I have is that it only has a British pound for saving money into my account
- Disabled and also can not stop NetEnt reels
- I think now they have lagged behind the progressive casinos that offer more at this time and so I now have less desire to play

Hello, Thank you for taking the time to review bgo via AskGamblers! We offer a variety of currencies, depending on your location. I am happy to pass on your feedback, we are always striving to improve our site and services. Kind regards, Rebecca bgo Customer Support

BGO Casino 7 years ago

Nuttynoah

4/10

Good selection of games overall and a reliable website

Bonus wagering is far too high then theres the charge when you deposit and withdraw totally unappealing

Hello Thank you for reviewing bgo!! We love to hear Customer feedback. I am sorry to hear you are disappointed with our 40x wagering. When re-introducing this back to the Casino, we completed a lot of market research and found 40x wagering was lower than alot of other Casinos. Don't forget - a lot of our rewards are in fact wager free. I have passed your comments on regarding our small deposit and withdrawal fee. Thank you again for reaching out. Kind regards, Rebecca bgo Customer Support

BGO Casino 7 years ago

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