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BGO Casino

Item: BGO Casino
Rating: 1
Author: Bojana D.

Our Rating CasinoRank

1/10

CasinoRank

Player Rating 65 reviews

4.2/10

65 reviews

Complaint Response 83 complaints

2 days avg. 83 complaints

What we like

Completely instant-play
Large selection of games from several software providers
Live gaming available
Live chat support
Secured with SSL encryption

What we don’t like

Long list of restricted countries

Affiliate disclosure

Our content contains affiliate links and we may make a commission on operator registrations and deposits made through these links. We only recommend licensed operators and we would not endorse any brand that is not verified by our experts. Get the truth. Then play.

Bojana D.

BGO Casino Details

Here you can find all the specific details about this casino.

General
Payments
Games
Responsible Gambling
Customer Support

Website

http://www.bgo.com

Licences

Alderney Gambling Control Commission

Company

BGO Entertainment Limited

Affiliate Program

BGO Buddies

Languages

English, Finnish, German, Norwegian

Casino Type

Instant Play, Mobile

BGO Casino is an online casino that is focused on providing instant-play games to players around the world. It is powered by a variety of software platforms, including Playtech, NetEnt, IGT, and WMS. The casino is licensed by the authority of the UK Gambling Commission and the Alderney Gambling Control Commission.

Security and Fairness

We are pleased with the security measures used at BGO Casino. Whenever you send the casino sensitive information for verification, registration, or banking, your details are kept encrypted through the use of SSL technology. This obscures your information and makes it virtually impossible for anyone to read.

While BGO Casino does not feature any third-party audit seal on its website, we are confident that it offers a fair game. Additionally, most of the platforms used at the casino have been tested extensively over the years.

Deposit Methods

Maestro, MasterCard, Neteller, PayPal, Paysafecard, Visa, Skrill

Deposit Fees

Withdrawal Methods

Bank Wire Transfer, Neteller, PayPal, Ukash, instaDebit, Visa, Envoy, Skrill, iDebit

Withdrawal Fees

Withdrawal Limit

No Limits

Currencies

Euros, British pounds sterling, Norwegian kroner, New Zealand dollars

Pending Time

12-48 hours

Withdrawal Times

E-Wallets 0-24 hours
Card Payments 2-5 days
Weekend Cashouts No
Progressive Jackpot Wins None

Game Providers

Playtech, NetEnt, Bally, IGT (WagerWorks), WMS, NextGen Gaming, Blueprint Gaming, Endemol Games, Blue Gem Gaming, Quickspin, BGO Entertainment, Eyecon

RTP

Not publicly audited

RNG Tested

Progressive Jackpots

Game History Feature

Games

One of BGO Casino's best features is its sleek interface. Using just one BGO account, players have access to all three sections of the BGO lobby. The first and most popular is BGO, where the casino houses all of its slot machines. Here you can find all sorts of bonus-enhanced video slots, such as the NetEnt's Starburst slot, the IGT's "Siberian Storm", and Blue Gem Gaming's "Dr. Magoo's Adventure". On each game page, BGO Casino provides quick facts about the game, including RTP, game provider, and special features.

The second section of the casino is BGO Casino, which offers a full range of virtual table games, video pokers, and specialty games. Among the most popular games are 3 Wheel Roulette, Single Blackjack, Baccarat, Caribbean Poker, Texas Hold'em Bonus, Wan Doy Pairs Poker, and Roulette Master. Video poker players have access to 12 different variants, including Jacks or Better, Deuces Wild Power Poker, and Phantom Belle Bonus. Other games include Whack-a-Jackpot, Hi-Lo Techno, and Granny Prix.

If you're looking for the most realistic experience possible, BGO is likely where you'll want to be. This section features live blackjack, baccarat, and roulette streamed 24/7 from a professional studio via webcam. Special interactive features and flexible betting options ensure that all types of players can enjoy the games.

Deposit Limit Tool

Wager Limit Tool

Loss Limit Tool

Time/Session Limit Tool

Self-Exclusion Tool

Cool Off/Time-Out Tool

Reality Check Tool

Self-Assessment Test

Withdrawal Lock

Self-Exclusion Register Participation

Live Chat

24/7

Email Support

[email protected]

FAQ Section

Support

BGO Casino offers live chat to registered players. This is the fastest way to get in touch with the casino at any hour of the day. However, players can use an email contact form as well. If you have a question, concern, or feedback, click the "Help" button on the BGO Casino website and fill out the form with as much detail as possible. This form is slower than the live chat option, but a representative will reply within 48 hours.

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Complaints

Read the complaints other players have left for BGO Casino. Learn more about complaints.

Show all complaints

Submit complaint

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!

Unresolved

£18000

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.

Unresolved

£3800

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.

Unresolved

£1400

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!!

Resolved

£3032

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?

Resolved

£3000

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.

Resolved

£9000

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.

Resolved

£1135

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.

Rejected

£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.

Rejected

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.

Resolved

Complaint Statistics

Resolved 73

Avg. Amount $ 2,403

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

Review this casino

Share your thoughts with other players

Player rating

4.2/10 ● 65 reviews

Top reviews from our players

Shaunward

7 years ago

1/10

Good selection of games that's about it. I'm wasting words here

Did not receive my sign up offer, bad customer service in the live chat. I deposited £20 and accepted the sign up offer of 100% match. Then I go to play a game and don't see the bonus, so I play through my £20, thinking I must play through my own money to receive it. Didn't show in my account so I contacted Live Chat and got a girl called Cara that was as likeable as hair lice. Stay way

Hello Shaun, I am sorry to hear you have not enjoyed your experience with bgo. Our Customer Support Team are always happy to help, and I apologise if you did not receive the level of service expected. Please could you contact us directly at [email protected] and address this to Management, we will be happy to review your complaint and to attempt to resolve this. Thank you for reviewing bgo. Kind regards, Rebecca

BGO Casino 7 years ago

Thestockport2

8 years ago

1/10

The old BGO was great. I could deposit without taking up bonuses which I don't like and have won many times on occasions many £1000s

Since BGO changed to it's new format it adds bonuses to my deposits without asking. I do not want a £10 humus with £500 wagering attached sometimes I spend all my deposit and bonus so put another cheeky £10 on and win enough to get my money back and go to withdraw OH no you can't as nearly all your winnings go into the bonus pot that was spent before I deposited money. Surely this is illegal

Hello, Thank you for taking the time to provide us feedback. I am sorry to hear you are not enjoying the new bgo website! When depositing, you will receive a pop up asking if you wish to accept or decline a bonus. If you do not wish to receive this, please select decline. We can also manually remove bonuses if you do accidentally accept these - please contact us via Live Chat, Email and now telephone! Please do not hesitate to contact us if we can assist with anything else at all. Kind regards, Rebecca bgo Customer Support

BGO Casino 8 years ago

Wilbo13

8 years ago

3/10

Tried for 2 hours to deposit last night and the site was clearly down, had to give to bet victor instead, every time I try to contact online help I never get an agent! And to think I have spent a fortune on this site, I don't know if there's any going back from this

Dear WILBO13, I am sorry to hear about the difficulties you have experience when attempting to withdrawal. If you could kindly contact myself at [email protected] I will happily investigate this further for you. I apologise that you experienced a delay when requesting to speak to an agent via our Live Chat facility. We will soon be offering telephone support to all of our Customers, so if we can assist with anything else then please do not hesitate to contact us. Kind regards, Rebecca bgo Customer Support

BGO Casino 8 years ago

Colinjackson

8 years ago

8/10

Had a few decent wins recently and good value and entertainment from small deposits can't win all the time.

Had some very impressive wins from free spins managed to clear the wagering a few times but as I enjoy playing the games at the site went back in but had the option to withdraw over 150 quid from free spins.

Good UK site I stick to my budget and it's not to bad.

Dear Colin, Thank you for taking the time to provide us with feedback. I am pleased to hear that you are enjoying our site, and congratulations on the wins! We will soon be offering telephone support to all of our Customers, so if we can assist with anything then please do not hesitate to contact us. Kind regards, Rebecca bgo Customer Support

BGO Casino 8 years ago

m616vra

8 years ago

1/10

Genuinely struggling here to find anything that I like about the site.

Aggressive marketing - since sign up I've received a automated voice call, text message and several emails - in about 2 days. The site is laggy, as are the slots. It's been an all round terrible experience. There was a small interaction with customer service before a promotion was activated, that wasn't terrible but it could've been far better. I regret having not read these reviews first before signing up.

Thank you for your feedback,its really helpful. I have passed this to our marketeers. many thanks Sarah bgo Customer Care

BGO Casino 8 years ago

Dollydee

8 years ago

8/10

BGO is the casino I probably play on the most. Huge selection of games, never had a problem withdrawing money (if I withdraw to paypal in the evening its always there the next morning). They do a great selection of promotions both prizes and deposit bonuses.

Online help is terrible and I always have to email in with any problems you can stop in chat for ages and no-one ever really gets back to you.

Hello Dollydee, Thank you for your feedback, its really positive to hear that you enjoy our site, promotions and when you deposit and withdraw the process works well. I am disappointed to read your feedback regarding chat and email, but it is something we are working on as a priority, with additional service channels being added in the near future. best wishes Sarah bgo customer support

BGO Casino 8 years ago

wagroc92

8 years ago

2/10

The choice of games. Easy to sign up. Variety of genres.

Suspending my account less than 24 hours after opening, no informing me of the suspension, and ignoring emails sent to find out why.

Hello Wagroc92, I do apologise, having checked your account and our Customer Service records we did need to clarify matters with you before reactivation, I appreciate this may have caused frustration. I hope despite this you will consider bgo again in future. best wishes Sarah bgo customer support

BGO Casino 8 years ago

chinayesca

8 years ago

4/10

The variety of slots, the site overall is fantastic.

Their customer support absolutely sucks. They take daysssss to reply to any questions you have, with really useless replies. This makes me hate the site and find the same games elsewhere.

Thank you for your feedback Chinayesca, I am really happy to see that you enjoy the site and the variety offered. Regarding customer service, this is something we are working on at the present time, taking steps to improve the speed and quality of our responses. We want our customers to feel listened to and act on their feedback. New mediums will also be added over the next few months to ensure that customers can use their preferred contact method. best wishes Sarah bgo customer support

BGO Casino 8 years ago

Afi4wins

8 years ago

5/10

BGO is one casino that got me going like a yo-yo - to join or not to join. It went on and on for quite a long time, but couldn't get me to sign up, simply because there wasn't any offer by the casino that was good enough for me to take up. One fine day, I received a promotional email from them for some no-deposit free spins upon registration, plus quite a nice welcoming package. What the package consisted of, I just cannot remember now, because eventually I couldn't take it up, but the no-deposit free spins were just too irresistible and I couldn't hold out any longer. I signed up. Hahaha.

After playing the free spins, for which I didn't win anything, I then decided to make a deposit to claim the welcome package. Before I could do it, a message popped up indicating that I need to have my account verified first before I could make any deposits. The required documents could be uploaded at the website itself, so that wasn't a problem at all. I uploaded my documents and then logged out, giving the casino time to peruse my documents before approving them.

Soon after, can't remember if it was on the same day or the day after, a reply came via email stating that my documents cannot be accepted, as per the stipulated UKGC requirements. I needed to submit other supporting documents to prove my identity and home address. The photos of my ID that I had sent were not acceptable, and the mobile utility bill was also rejected. They requested me to send a copy of my passport and a valid utility bill with my name and home address on it. I replied that I don't have any of those - my passport is no longer valid, it had expired since many years ago, which I never had any reason to renew, and the registered home address was not under my name because it was my parents home. My bank statement has a different address, so that too couldn't be accepted.

What the argh, I said to myself. After a few replies back and forth to the casino, I finally gave up, told them that there was simply no way that I could submit any document that meet their requirements, and I therefore requested that my newly registered account at BGO Casino be permanently closed. A few hours later, a reply came back complying to my request. The account has been officially closed permanently.

Well, perhaps it would be unfair for me to put all the blame on BGO, because it was all due to the UKGC's requirements upon the documents that I couldn't satisfy. BGO was just one more casino that I couldn't get my documents to be verified, and eventually ending up with a closure of the account.

Hi AF14WINS, I empathise with your frustration, unfortunately the rules regarding verification of identity are such that we really have little flexibility. I am sorry we couldnt be anymore help - but thankyou for your very pragmatic feedback. best wishes Sarah bgo customer support

BGO Casino 8 years ago

Lilnoob

8 years ago

1/10

Have been a customer for a number of years used to love their range of games. I'm not a huge gambler just £20-£30 here and there and didn't have a lot of luck on here maybe 2 or 3 decent (£50-£100) wins over 2 years.

They recently changed their terms and conditions and now charge you for every withdrawal, took 10% of my winnings in "fees". I have no time for any place that charges you when you win.