Beschwerde #65 BGO Spielothek

BGO Casino - Getting a hard time with verification due to accidental mistake made upon registration

Von Darcy123

vor 10 Jahren

Signed up to bgo.com, when we signed up in the first name box the predictive text put my nickname in instead of my real name, when we were asked to confirm identity the account was frozen as the first names did not match. I explained the problem was with the predictive text and sent passport and drivers licence which matches the address given and the name on my bank card so despite the error I can prove that the financial side is right. We carried on playing before we were frozen out depositing over £120 and winning £600, now the account is frozen and we cannot get to the money and they are refusing to open up the account again unless we provide proof of ID for the nickname, which of course can't be given. help!

Unseriöses Casino BGO Spielothek

Grund Verifizierungsprobleme

Diskussion

AskGamblers

• Support Team

vor 8 Jahren

AskGamblers Complaints Team has been provided with enough information and evidence on behalf BGO Casino management in regards of this complaint to confirm and justify the casino actions.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant licensing authority responsible for BGO Casino.

BGO Spielothek

• Representative

vor 8 Jahren

Thank you for taking the time to contact us.

I have reviewed your account and correspondence in great detail.

I can confirm that the account had been created with an alternative name, resulting in all verification documentation provided not matching the details on the account.

Please see our Terms & Conditions below regarding the importance of verification;

Section 6. The Company is not at liberty to return deposited funds or winnings until such a time that the identification process has been completed. Any Player who fails to assist the Company in verifying their identity may have their account suspended and funds seized in accordance with our Suspected Fraud & Misuse processes.

Section 9. The Company reserves the right to withhold, prevent, suspend or reclaim withdrawals in certain circumstances, including, but not limited to: Investigation of game play, suspected fraud or misuse.

Section 11. The Player must only use payment methods on which they are the named account holder. In such cases where the Company identifies that the named account holder differs from that which the Company holds, we reserve the right to treat any deposits into the account as being invalid and any winnings arising from such deposits as void.

As the account is not in the name of the documents provided, the account can not be verified. I can also confirm no refund has been issued as the funds had been played and lost.

If I can assist with anything further then please do not hesitate to contact us.

Kind regards,
Rebecca
bgo Customer Support

AskGamblers

• Support Team

vor 8 Jahren

This complaint has been reopened due to the declared willingness on behalf of BGO Casino management to do everything within their power to solve their old complaints. AskGamblers Complaints Team is happy to give these old cases one more chance for a successful resolution.

AskGamblers

• Support Team

vor 10 Jahren

Complaint will remain unresolved, until we receive a decision of an official independent arbitrator from a submitter or a casino management.

BGO Spielothek Beschwerde-Statistik

Gelöst 73 / 81

Durchschn. Betrag $2,285

Durchschn. Dauer 8 Tage

Durchschn. Antwortzeit 2 Tage

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BGO Casino - Serious Delay of Withdrawal

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BGO Casino - Payment delays

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We have chased for an update this afternoon with the relevant department and unfortunately, we currently don't have an update.

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BGO Casino - Withdrawal still not processed 10 days later

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Having gambled online for many years, I understand the protocols and as such have been happy to submit verification documents (pertaining to FOUR separate requests involving bank statements, driving licence photos, photos of my card, payslips and a copy of my P60). Seems slightly excessive, and I was even asked questions relating to money I send my other half every month upon getting paid (for our joint mortgage, joint savings, monthly disposable spending, car insurance, etc.). Again, these questions were answered without issue on my part.

Unfortunately, having got absolutely nowhere, I feel I have run out of options.

For the avoidance of doubt;

I had never signed up with BGO before so do not have a duplicate account.

I have two separate e-mails confirming that my account is verified.

I am not serving a self-exclusion at BGO or its sister companies.

I have NEVER used bonus funds and have only ever accrued wins via my own deposit cash.

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For those interested, I can even recall
the number on roulette that helped return my withdrawal amount - red 9!

I am extremely disappointed with the lack of clarity, communication and the withholding of funds, and it would not be an exaggeration to suggest that this drawn out process has been extremely unhelpful for my mental health. The stress and level of helplessness is difficult to describe, and not something I have ever had to endure in my 30 years.

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BGO Casino - Closes account with no explanation

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