Oninja79

Thanks for your input. I am going to escalate this but I don't think I will get my money back. Bgo haven't bothered to respond to my email where I stated that if they gave the money to charity I would end my dispute. I think is quite disappointing when a well-known casino would rather argue a case like this than just hand over £50 to a charity.

Hi Valdes Thanks very much for the reply and the helpful link. I think what is frustrating is that there seems to be this misplaced belief on behalf of the casino and the Gambling Commission that anyone who self-excludes is a problem gambler. People self-exclude any number of reasons but they don't appear to recognise that.

In one on my emails to them I stated that I was amazed that I was even having to request the refund and that they weren't doing it automatically. They seem to be hiding behind Gambling Commission "guidelines", I asked them if these guidelines were legally binding to which they didn't respond. In fact they have not answered a single question in any of my emails. The customer service has been atrocious, I think Paris Hilton has a new role there.

Thanks for the response, I will await Valdes' input.

Hi I recently joined Bgo casino, deposited £50 and played slots for a few hours. I then suddenly found my account locked. It transpired that I had unwittingly opened a duplicate account. Apparently I self-excluded from their site some time ago. I do not recollect doing this but I don't dispute that it happened. I understand that this is a breach of the terms and conditions and I accept that they will not allow me to play on their site. I am of the belief however that given I was playing with no possible way of winning they should refund my deposit of £50, please note I did not lose this money in the time I was allowed to play before the account beIng locked. At this point my balance was approx £130. So this isn't sour grapes. Bgo are refusing to refund the deposit. My argument is that I deposited money with them for them to provide me with a service, a service that they would not provide. In any other situation where a customer pays for something and a vendor cannot fulfil the order, a refund is due. If I ordered something from Amazon and they couldn't fulfil the order, they wouldn't email me to say they don't have the item AND they were keeping my money, they would give a refund. Bgo are stating that they are confiscating the funds to protect me and are doing so in line with Gambling Commission guidelines. I cannot get my head around this being legal. It seems to me that on the face of it this is simply a way for a casino to unscrupulously line their pockets, terms and conditions this and guidelines that. How is it legal? It's not really about they money, I've requested that if they won't refund me they give the £50 charity, I just don't see why Bgo should pocket money that I don't believe is rightly theirs. Has anyone else been in a similar situation?