Beschwerde #69 BGO Spielothek

BGO Casino - Refusal to return deposited funds

Von Elliotkemp27

vor 10 Jahren

I created account with bgo and deposited £10. Prior to depositing the £10 i asked support if i already had an account they said yes but it was closed. so i opened the new one and deposited £10. i received a bonus and got the amount up to just over £100. I tried to log in at a later date and my account was permanently closed due to me having another account despite being advised that it was closed. I don't want the bonus money all i want is the £10 i deposited and that was and still is untouched. Ive attached an email from bog confirming that there support staff told me my other account had been closed.

Unseriöses Casino BGO Spielothek

Grund Doppelbelastung/Rückerstattung

Betrag £10

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 BGO Casino.

BGO Spielothek

• Representative

vor 8 Jahren

I have taken a full review of this case.

A duplicate account was set up, while previous one was permanently self excluded.

We detected and froze the duplicate account within a reasonable time frame as outlined by the gambling commission.
The customer had deposited £10 on the duplicate account and played with it. When this account was detected, we froze it immediately.

Later on after converse with the customer the decisions was taken to refund the initial stake as a good will gesture.
This refund was action-ed in February 2015, prior to the ask gamblers complaint.

Please see below terms and conditions, Section's 19 and 20 for bgo.

'19. The Player may not have more than one account. If the Company detects a Player with more than one account, we reserve the right delete the superfluous account(s). No bonus given to the superfluous account or winnings will be honoured. Any funds lost will not be eligible for a refund.

20. If the Player has been found to have opened multiple accounts for the purposes of obtaining additional bonus funds or an unfair advantage, we reserve the right to close all accounts and retain any balance or withdrawal associated with the accounts. Where these rules cannot be applied for any reason, the reallocation or reimbursement of funds will be at the discretion of the Company. In the event of funds being reallocated or reimbursed, an administration fee shall apply.'

Paul
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.

AskGamblers

• Support Team

vor 10 Jahren

Upon conversation above we consider this complain unresolved, because submitter and casino didn't find a solution for this issue.

BGO Spielothek Beschwerde-Statistik

Gelöst 73 / 81

Durchschn. Betrag $2,285

Durchschn. Dauer 8 Tage

Durchschn. Antwortzeit 2 Tage

BGO Spielothek Beschwerden

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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.

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.

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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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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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