Beschwerde #76 BGO Spielothek

BGO Casino - Denying winnings due to 'game investigation', wont let me complete wagering

Von richardgaming

vor 10 Jahren

I opened an account with bgo and deposited £100, with this I got a bonus of £200 and some free spins.

I played the free spins and then played monopoly. I managed to win over £3000 on the spin wheel.

I left the game and checked wagering requirements to see if I had completed them. It said I had no active bonus left so I withdrew the money.

I got an email the next day saying my withdrawal had been accepted and would be with me in 5 working days.

When it wasn't I chased it up and was told it was on its way on live chat.

Then out of nowhere I got an email saying the following...

As you may already be aware we took the decision to remove the Super Monopoly game on 27th October from the site in order to conduct an investigation following some recent irregular payouts.

We reserve the right to remove any game at any point under point 15 of our Terms and Conditions;

15 The Player understands that the Company takes no responsibility whatsoever, direct or indirect, for losses that may occur to the Player when playing the Game. The Company will not be liable for any financial loss to the player in In the event of the cancellation of a game for any reason

As a result of our investigation into your specific gameplay we have taken the decision to remove all winnings and cancel your recent withdrawal(s). Please refrain from opening additional accounts with bgo as these will be detected and subsequent deposits and balances will also be seized.

I have responded and asked them for the opportunity to complete wagering if they felt I hadn't done this.

I then received this

As we have already conducted a thorough investigation into your account and gameplay there will be no further review and no further comment.
If you wish to take a matter further then you are welcome to escalate the matter to the gambling authorities who will assess your case on an independent basis. We may be required to forward all correspondence and a summary outlining a decision which we will duly comply with, which we will gladly do.
To do this follow this link on the bgo website which highlights how to do this; https://www.bgo.com/help/terms-and-conditions#when-things-dont-go-right
If you are UK based, then you need to then use the following link;
https://secure.gamblingcommission.gov.uk/gccustomweb/PublicRegister/PRAccountDetails.aspx?accountNo=39533
If you are non UK based, then you need to us this link instead https://www.gamblingcontrol.org/
I shall leave the matter with you.

They are not totally ignoring my emails.

I just want the opportunity to complete the bonus requirements if they feel they were not fulfilled.

I think this is fair but they are just totally ignoring me.

Please help

Unseriöses Casino BGO Spielothek

Grund Abgelehnte Auszahlung

Betrag £3000

Diskussion

AskGamblers

• Support Team

vor 10 Jahren

We consider this complaint unresolved. We didn't get any evidence or explanation from casino management where is explained what terms player breached and why his winnings were voided.
We recommend to the player to seek further help in front of licence authority of BGO Casino.

richardgaming

vor 10 Jahren

Hi

I did receive a response, which felt very generic and no one is actually trying to talk to me and resolve this problem.

Instead you have completely shut up shop and just saying no to anything I am suggesting.

BGO Spielothek

• Representative

vor 10 Jahren

Hi Richard
this was indeed duly passed on.

I would expect a response today if you have not received one already.

Regards

Andrew
Customer Services Manager
bgo

richardgaming

vor 10 Jahren

Hi Andrew,

I believe I had done that when I wrote the following in an email to you.

As per your terms and conditions which I have attached below. Can you please pass my complaint on to your Operations Manager.

However as you don't think this has been done I have now written a complaint to the Ops Manager and look forward to his prompt response.

BGO Spielothek Beschwerde-Statistik

Gelöst 73 / 81

Durchschn. Betrag $2,285

Durchschn. Dauer 8 Tage

Durchschn. Antwortzeit 2 Tage

BGO Spielothek Beschwerden

Alle eingegangenen Beschwerden ansehen

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!

Ungelöst

£18,000

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.

They have now frozen my account so I can’t even look whether the withdrawal is pending etc. I have asked for an explanation four days ago and I still haven’t received a response.

Ungelöst

£3,800

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.

Ungelöst

£1,400

BGO Casino - Closes account with no explanation

On 02 Feb 2020 I created an account with BGO casino and deposited amounts adding up to £2500 from my PayPal account (I kept losing so this was across numerous transactions) BGO took my deposits no problem. I got my account balance up to £3032.50 when I decided I would make a withdrawal request (I reversed this a few times to carry on playing). On 03 Feb I had an email from the compliance team asking me for verification documents in the form of ID and proof of address. I sent in my driving license and a recent letter as proof of address but got told this was not good enough and they require me to take a “selfie” and hold my driving license up next to my face and a bank statement - which I did. No problem as I was expecting this as I have it with every gambling site.

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!!

Gelöst

£3,032

BGO Casino - Account closure without explanation

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?

Gelöst

£3,000

BGO Casino - Account closure and witholding deposit and winnings

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.

Gelöst

£9,000

BGO Casino - 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.

Gelöst

£1,135

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

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.

Abgelehnt

£250

BGO Casino - 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.

Abgelehnt

BGO Casino - 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.

Gelöst