Beschwerde #106 BGO Spielothek

BGO Casino - Unfairly confiscated £190 due to 14p balance?

Von ptb007

vor 10 Jahren

I'm compelled to complain her for others to see, personally I think it's scandalous and would love to see BGO respond.
Yesterday I decided to try my luck at BGO, I've been a customer for a while , won and lost and decided yesterday to take advantage of a promotion where if I deposit £25 I can get 50 free spins on steam tower. Pre the deposit i had a bonus balance of 4p and a cash balance of 10p, then i deposited £25 and won £2.87 off my free spins meaning I had a total balance of £29.01.
So I played for the next 2 hours at about 80p a game then my balance suddenly shrunk in 1 spin from £240 to about £50...
I have emailed BGO and this is there response...
"Having assessed your account, the reason why your bonus money vanished was because each active bonus awarded has an expiry date attached to it. When you deposited you balance as in fact 14p not 4p, so as this was not below the 5p mark, the wagering did not revoke.

If this date passes, the spins or bonus (including pending winnings) will simply remove themselves from your account. This is also relevant if you have played any free spins but not played through and winning amounts as this winning amount acts as a bonus in the same way; in this instance they will also be removed."

So it seems they are saying I was wagering against expired bonuses and when I had met the wagering requirements the winnings are all cancelled...
Feeling quite bitter on this, have participated in many of their bonuses and never complained before.
BGO, it would be interesting if you could explain in full here why I have lost all the money....if the bonuses had indeed expired then why was I wagering against them and where have all my winnings gone...

Unseriöses Casino BGO Spielothek

Grund Verletzung der Bonus-Bedingungen

Betrag £190

Diskussion

AskGamblers

• Support Team

vor 10 Jahren

Based on submitter's last post, AskGamblers Complaints Team consider this complaint as successfully resolved and the case is being officially closed. We are happy that an agreement has been reached and we would like to thank both parties involved into this case for their cooperation.

ptb007

vor 10 Jahren

thank you, that seems a fair compromise and as such consider this resolved.

BGO Spielothek

• Representative

vor 10 Jahren

Good Afternoon ptb007,

Having looked into your account further we can see there has been some confusion over time-zones. Your bonus was subject to a 3 day expiry, this is in GMT.

As a goodwill gesture on this occasion we have added a £190 bonus into your account. You will need to log in and accept it.

*Please note that this bonus will expire within 3 days GMT.*

Thank you for getting in touch with us via AskGamblers. I hope this resolves your issue.

Many thanks,

bgo Casino

ptb007

vor 10 Jahren

a further response from BGO...."That is correct the 3 days/ 72 hours, to which you had to wager the bonus, was claimed, 2016-05-27 18:14:53 GMT and expired 2016-05-30 18:29:19 GMT, to which as my colleague has given the time previously in BST.

The wagering was not met within the time limit so I am afraid as the terms and conditions these are now void."

I also attach the time of the deposit (and bonus acceptance) as well as the time the bonus disappeared, so no it seems that the times on their own website are a mix of GMT and BST?

BGO Spielothek Beschwerde-Statistik

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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 - Withdrawal still not processed 10 days later

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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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