Beschwerde #77 BGO Spielothek

BGO Casino stalling verification

Von Luckyskye2

vor 10 Jahren

Hi I won 1400 GBP on the 3rd of this month on BGO.com I made a withdrawal then to find out I had been suspended out my account 24 hours later.I had emailed them I was advised to sent in one form of photographic ID and a utility bill I had done so.I was advised verification can take up to 24 hours it has now been 48 they had told me my case is taking longer than expected I have emailed them several times since to get no reply for two days now I smell a rat and I don't know what I can do to get the money I won fairly.

Unseriöses Casino BGO Spielothek

Grund Verifizierungsprobleme

Betrag £1400

Diskussion

AskGamblers

• Support Team

vor 10 Jahren

Dear @Luckyskye2,

Are you satisfied with the casino's response, can we close this complaint as resolved? Please be informed that in case you fail to respond within the given time frame we will mark this case as resolved and officially closed. Thank you.

BGO Spielothek

• Representative

vor 10 Jahren

Hi Stephanie

I can confirm that the above is all accurate. Please confirm if you require any further assistance and many thanks for your patience.

Regards

Andrew
Customer Services Manager
bgo

Luckyskye2

vor 10 Jahren

My suspension has been lifted.And the boss emailed saying my money is on its way so.....Let's see

BGO Spielothek

• Representative

vor 10 Jahren

Hi Stephanie

I can see that Warren has emailed you this morning regarding your case, therefore I am hoping that you are up to speed with the latest status of your case.

If this is not the case, please feel free to email me back and I can investigate the matter further.

Regards

Andrew
Customer Services Manager
bgo

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Durchschn. Betrag $2,285

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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!

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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

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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.

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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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