Beschwerde #78 BGO Spielothek

BGO Casino - Unfair Account Suspension

Von Rmaccione

vor 10 Jahren

i received an email stating that I had a bonus waiting in my account but when I logged on it wasn't there. When I contacted customer service they said it had been claimed and used. I explained that I was in the U.S. When it had been claimed and was unable to log on from that location. It took me several email to get them to investigate. They came back with: "in previous correspondence you have confirmed your account has been taken over.

Please confirm if this is the case, if this is not the case, please confirm clearly that the account has not been taken over and it was you who claimed the bonus in question, until this has been done, your account will remain closed."
They are holding my account ransom unless I lie and relieve them of responsibility. Unfair!

Unseriöses Casino BGO Spielothek

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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 BGOCasino.

BGO Spielothek

• Representative

vor 8 Jahren

Hello Rob,

I can confirm I have investigated this matter thoroughly, reading all correspondence and reviewing your account.

On 6th November 2015, we advised you that a bonus had been credited to your account. The same day this had been played, and wagering had been met.

You contacted us to advise that you had not received this bonus, and requested it to be added. I can confirm upon review of login IP address, it shows that your account had been accessed on 6th November 2015, from an IP address which appears regularly on your account.

I understand that you felt your account had been 'hacked', or there was a security issue. Due to this, we suspended your account as per our Terms & Conditions;

'The Company reserves the right to retain all funds, and the suspend or withdraw access to the Site, the Games and/or the Software, if the Player is in breach of any of the terms of this Agreement. Including but not limited to: suspicion of fraud, abuse of promotions, improper or unlawful activity; whether in connection with the Site, the Games, the Software or otherwise.'

I am sorry that you are unhappy with the outcome of the investigation. Should you wish to discuss this in more detail 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.

Rmaccione

vor 10 Jahren

Yes they did and their response is below. None of which resolves the situation. Is this really how you treat an executive suite VIP who has spent well over £4000 in the month before you wrongly closed my account?

Hi Rob,

Thank you for your email.

The bonus that was offered to you via our promotional email was credited automatically as a VIP bonus.

However, your account will remain closed for security purposes as you have claimed there has been someone else using your account.

If you have any further questions please do not hesitate to contact us.

Kind regards,

Jasmine
The bgo Customer Care Team

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

I have waited for 2 months now for a withdrawal. Sent all documents they asked for even additional documents but received no update and nothing at all! And even said I will delay the process if I keep emailing them!

How ridiculous and rude! I’m waiting for another week then I will report this to gambling regulatory. This is not accepted! They are just holding your money!

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BGO Casino - Payment delays

I switched to this casino because of its high score on review websites. However all I have received is constant request for documents, which I have provided and delays to payments. They currently owe £3800 which is over three weeks old now. I have had a couple of e-mails, the last one I sent asked for an update which was worded

…….Thank you for contacting us.

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

As soon as we have an update, we will be in touch…….

Terrible customer service after three weeks. The excuse they use is they are checking whether I have the means to gamble however my nett spend on their website is £380 up???? All they seem do is delay payment as long as possible by asked big for more and more documents. I have sent the same documents numerous times.

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BGO Casino - Withdrawal still not processed 10 days later

I deposited approximately £1200 over three deposits and eventually managed to ‘win’ around £200, prompting me to request a withdrawal of £1400.

Having deposited and won at BGO many times previously, I had never had to wait more than 24 hours for a withdrawal to a) be approved and b) appear in my account.

When, after two days, I noticed my most recent withdrawal had not gone through, I went on to Live Chat to ask why. Unfortunately, absolutely no explanation was given and what’s more, my account was temporarily frozen. Again, no reason was given - and still hasn’t been.

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.

So some of the more typical reasons cited for account suspensions/lack of payment simply do not apply in this instance.

It goes without saying that I seek the full amount of £1400 to be repaid to me, and for this somewhat unnecessary delay to cease.

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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The next day I tried to log into my account but it was “temporarily frozen”. So i contacted live support - They told me this was there normal process while I get verified. The next day I try to log in but 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 via email. 06 Feb 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 takes a day or two at the most to verify my account no problem. Later on 06 Feb 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 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.

I can’t even submit a formal complaint to the casino because they aren’t replying to my emails!!

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BGO Casino - Account closure without explanation

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BGO Casino - Account closure and witholding deposit and winnings

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BGO Casino - No payment from BGO

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