Beschwerde #51 BGO Spielothek

BGO Casino - Cancelled my withdrawal due to wrong accusation of bonus terms violation

Von Danboxer1

vor 11 Jahren

I deposited 20 and got 20 bonus. The wagering requirements was 400. I wagered with no problem then got it up to 1700 there abouts and went up and down on the slots from 500 and back to 1500 eventually withdrawing 1000. It was accepted and confirmed on my account then 3 days later I was told it was cancelled and put back in my account with me having to wager it 10000 times to withdraw. Said I breached the terms and conditions with spinning more than 10 at one time on slots. I know for a fact I only did that after I finished the 400 wager. They just trying everything to not let it be payed out. Emailed but they telling me it's final and not showing there proof of what they are saying

Unseriöses Casino BGO Spielothek

Grund Verletzung der Bonus-Bedingungen

Betrag €1000

Diskussion

Danboxer1

vor 10 Jahren

You authorised the payment then 3-4 days later took it back out of my bank account that is the problem. If there was an issue in the first place it shouldn't of been authorised.

BGO Spielothek

• Representative

vor 10 Jahren

Hi Danny
We have covered the rationale for the decision behind the removal of your withdrawal in the previous post on this site.

There has been no further removal of any monies from your account since the original communication. Should you wish to discuss this further, please email me back on [email protected]

Regards

Andrew
Customer Services Manager
bgo

Danboxer1

vor 10 Jahren

They have now taken 1000 out off my account and left me in my overdraft. This should not be aloud you have now put me in debt, which i have now no idea how i am going to pay off.

BGO Spielothek

• Representative

vor 11 Jahren

Hi Daniel

I can appreciate your disappointment with the decision, however as explained by the Customer Support Team, this decision is in line with our Terms and Conditions. Due to this, there will be no review of your case and no further action taken.

If you want to discuss the decision in more depth, you are welcome to email me at [email protected]

Regards

Andrew
Customer Services Manager

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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

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.

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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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I withdrew with Skrill, and expected the money to be in my account after a day or two.

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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."

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They are basically saying they can’t discuss their own payment with the provider that they allegedly made?

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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.

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