BGO Casino Complaints

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

£18,000

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

£3,800

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

£1,400

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

£3,032

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

£3,000

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

£9,000

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

£1,135

Accepted deposits while active self

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

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

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

Payment declined & account closed due to a mystery double account

I made a account to bgo ,i send all my documenation that thay ask me,license ,id ,statement etc! I received (2)times e_mail that my account was verified and its ok!after y play and i make some money,like £1800,and i make a widraw request off £850 they close my account because is double account,someone open a account 2 days before whithout any veeification document,no deposit made ,not mg adress ,nothingh,and they close my account (verified),this is irelevant,and they dont show respect to customer,me i will go to the couet whit this casino,is not possible such a thingh!They told me to play whit the other account,what account?A account that i dont now,A acoount that is not verified?..

Resolved

Payment declined and account suspended with no other information

Played with BGO free spins and deposited some of my own money as well and made sure to go buy all the T&C's stated. I went up to around £400 in my balance but I was told the free spins are capped at £100 so I thought fine that is something they have obviously stated so that is ok. Went to withdraw my spins but said I needed to be verified. The same night I sent all my verification documents (government issued and bank statement within last 3 months) and for 4 days no one would respond to my emails. Eventually today they told me my account has been suspended, and I do not have access to my winnings nor the money I deposited from my account. I am so shocked at how they have easily done this. I keep contacting them and no one will reply and my account has stayed suspended. Attached is my balance and the emails with my verification documents I have sent for which I got reference numbers back but no actual response from the BGO team.

Resolved

£110

Deposits not refunded on second account which was opened without any knowledge of first account

On Saturday 22nd July 2017, I created an account at BGO casino to play on the slots. When I opened the account I was able to deposit 7 times, up to £1000 when I then won £4,005.26. I withdrew the winnings. The next morning I was greeted with an email about duplicate accounts and that they would close my account and confiscate all balances. Naturally I queried this with BGO who tell me I had an account in 2013 which I self excluded in 2014 on a permanent basis. I have asked for proof of this account but not received it other than some details which do seem they could be me. I had a lot of account years ago which I did close so it was possible. After many emails back and forth I am told section 19 in the T&Cs are clear about duplicate accounts.. Section 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. For the sake of everyone's time I tell BGO I'm happy to 'accept' what you are saying about the first account ( beat in mind it's not been proven) and will accept my deposits back (£1000) and you can keep the winnings (3,005.26). BGO tell me no and they have sent back £250 as a 'goodwill gesture' (appreciated but strange move) My argument is with their section 19 terms and the last sentence: ' Any funds lost will not be eligible for a refund' I did not lose so why can't they refund me? I did not lose... this seems a contradiction to what they are trying to tell me. I also find it extremely unfair that had I lost 1k and not queried anything we would not be even talking about this, and rightly so because I would have lost. The second account opening is far too easy and seems very convenient so the Casino has a win- win basis. Am I right to query this, do I have any rights with regards to a contradiction in their terms and what they are trying to tell me? I have even said I would accept £750 to close the matter. Does anyone think I can get my money back deposits and/or winnings? I feel I have been treated unfairly and any help / advice would be appreciated Thanks

Resolved

Winnings confiscated & deposit refund refused

I opened an account with Bgo and deposited £395.00 over 24 hours and won back £540.75 I requested a withdrawal & sent my id for verification, I then found my account unlocked and was told it was due to a duplicate account & under section 18 & 19 of their bonus t&cs they would be confiscating my winnings & deposits I then pointed out I never took a bonus & I could understand that keeping my winnings was fair but to not return my deposits was shocking as they had already stated the bets were void. I asked for my case to be reviewed by management & again received the response that my deposits would not be returned as I was self excluded. How can you use two different excuses over the course of 4 days! I have then asked for copies of all my transaction and game history to seek legal advise & I am just being ignored. This was an honest mistake had I lost the money I wouldn't be expecting any kind of refund but I had £540.75 in my account and think the deposits of £395 should be returned I want copies of all my transaction and game history I am sick of being ignored

Resolved

£395

Refusing to refund deposit

I joined Powerspins Casino on 21 March 2017, I deposited a total of £1000.00 I declined any bonus, After playing for maybe 2 hours or so, my balance was £1100.00 so I requested a withdrawal. At that point my account was suspended, the reason given that a few years ago I self excluded from BGO Casino. I must admit I did not realise that the 2 casino,s ar.e part of the same group, had I known this I of course would not have made any deposit.

I e-mailed power spins support exsplainig that it was an honest mistake on my part, they e-mailed back stating not only are they confiscating this winnings but also the deposit. I then sent an e-mail stating that keeping the winnings is reasonable but to also keep my deposit was outrageous.

I have sent many emails since but with no response, I am therefore left with a balance of £1100.00 that I can not play with or withdraw.

Regards < surname removed >

Resolved

£1,900

Withdrawal seriously delayed

Hi. I made my first withdrawal 1 / 12-16 of BGO. I'm sending chat with copies of everything. They have malfunctioned since day one. They say my money is paid out and they made a few weeks ago. They give me an arn number. The problem is that the bank can not find any money, and arn number does not work. They refuse to take responsibility and to track down the money and look after them. I still have not got my 75 pounds but get no help whatsoever. They just say they can not do more but there are those who will take responsibility and make sure the players get their money. I tried to upload all the chat conversions but it just looks wierd for me atleast. If you need the chat conversations by email or something like that, tell me. Thanks

Resolved

£75

Delayed Withdrawal & Account Verification

I have had lots of different emails off this company as I have been trying to withdraw funds one of £140 and one of £120 I have done everything they have asked of me, in the 48 hours they given me they asked for bank statements with in 3 months which I have sent an they have said it has been sent to verification team I then replied asking if that was ok an you can now reactivtivate my account but had no replys I hope that they haven't taken my funds an my withdrawals as I have still got £60 pound in my account I have replied to emails with in a hour an they still suspended my account. There needs to be a customer service number as the email system is rubbish an the online chat Even worse

Resolved

£260

Delaying verification and withdrawal

Hello, Here's the story of my problem: I've been registered on BGO a time ago, on passed Saturday i've received a promotion to play 50 free spins with all winning capped to 100 GBP. I've completed wagering on Sunday, deposited with my Neteller account and tried to submit a withdrawal request. The request was declined due to verification issues. On Monday casino support asked me to send my Passport ID and a proof of address, that I did immediately. A day passed, on Tuesday they've replied, that the only remaining thing is a payment method proof (screenshot of Neteller account) - which i've sent immediately (see email attached). Another day passed, and today i'm receiving another email, telling me, that the documents has just been sent to Financial Team to review - but yesterday I was told, that everything is reviewed. What they were doing theese 3 days then? After that i've told them, that I'm going to leave a complaint here. Obviously the support is lyuing and delaying my withdrawal with any method.

Resolved

Stalling 90 euro payment for a month

im waiting for more than a month now to get my 90 euro payed. 2 weeks for the verification, and now two weeks for the money to come to my account.
first i was told the withdrawal was processed, then it wasnt. then again it is processed and now that there is some kind of problem and that i need to wait ( and they wont tell me neither whats the problem is nor how long i have to wait)

Resolved

€90

Funds confiscated, refunds refused

Can someone please help me . About a week ago in the evening I filled out a form and started playing with BGO. I did not accept any bonus at all . I just wanted to play with my own money. I deposited about 2000 pound in 5 or 6 deposits . I nearly won my money back and withdraw it , it went ok and said it would take 2-5 days. Without even sending me a email they confiscated all of the deposits and withdrawal . It took 20 minutes of chat before they even admitted this account or that I even used my debit card. The reason , because some months ago I had forgot I had opened a account and made one deposit of 300 pound. Due to heart problems I have to take morphine for pain relief which is terrible for memory so I rely on chrome for usernames and passwords. However the sign up was identical , same name , same email address , home address , date of birth everything. Every time until this company you always get on screen " this email address has a account etc " . But with BGO I got nothing , even after 6 seperate deposits that night nothing. They wrote me a email after over a week of complaining saying they do this to stop people taking more then 1 bonus but I didn,t take a bonus. They did not give me a penny I refused the bonus as it had a wagering of 35. How is it possible you can make one mistake that every other website blocks or redirects and was of no finacial benefit to me cost me 2000 pound . I feel I have been mugged the only thing I can think of is that it has software which allows acounts with the same email because they are going to try to keep it because detection software isn,t differcult or expensive.. I have been dishonest in no way and gained nothing.

Resolved

No available withdraw option and no reply to emails

I made a few deposits on BGO using my Mastetcard and didn't end up winning. After a decent win using loyalty points to purchase free spins I attempted to withdraw $200 and then another $400 to my same card. Was emailed telling me due to financial regulations in Australia I couldn't withdraw to my Mastetcard and my funds had been returned for me to select another withdraw method. 2 problems. First, the money wasn't returned and secondly there are no other options available to me on the withdrawal page. I emailed this to their support and had no reply so I jumped on live chat. Rich_B tried to help but indicated I either had to set up a Skrill/Neteller account (and then make a deposit) to withdraw which also would cost me in fees OR submit bank details. He was however successful in having the $600 returned to my BGO account. I have submitted bank details and think it's unfair I should have to deal with a third party eg. Skrill AND make a deposit AND be charged withdrawl fees. Could somebody with authority please look into this and check that my details were received? Thanks

Resolved

$600

Withdrawal not payed, support not answering

How is it possible that no one doesnt answer an emails!! I have send all the document and several emails, where i have asked at least to answer me, if something is wrong with my documents...but no answer in 2 days until today. I win 2470€ and i didnt have any bonus on use. Horrible customer service and unbeliable behave. I just need my winnings, it is a big amount of money. Can somebody help to get contact to them.

Resolved

€2,470

Declined payment of winnings, no proof of bonus violation presented

BGO declined payment of £1900 & £400 winnings citing infringement of bonus rules, i.e.wagers of larger than £10.00. I disputed that and requested proof from my transaction history on the 5/07/2016, this has not been forthcoming to date, and I could not check online as the wallet only holds 8 pages of transactions. It is my belief that IF I exceeded the £10 bet limit it was after the wagering requirements had been completed. If BGO are going to withhold winnings they should provide proof of the infringement . Please find attached a screen print of my wallet showing the declined withdrawals and two subsequent declined Paypal requests, which BGO said was made by them to prevent withdrawal before gaming checks had been made, however the withdrawals had already been declined the day before! It appears they have created a reason for declining the withdrawals after the event.

Resolved

Unfairly Seized over £1,000

I opened an account with bgo on Tuesday June 7th got a confirmation welcome email and text and deposited £1,000. I did not take any bonus due to wagering requirements. I played at the casino and after about an hour and wagering about £5,000 worth of bets I decided to cash in just over £1,200. A few hours later I return from work and try and log into play and account is locked so I sent an email. In the morning i receive an email saying.

Hi marc,

Thank you for your email and thanks for getting back in touch with us at the earliest opportunity.

Your account has been suspended automatically because our records would indicate that you have opened up multiple accounts - this is a breach of our terms and conditions.

We will gladly reopen your initial account that you created, however whenever subsequent accounts are opened, we will attempt to detect and block them simply because it can mean claiming the same bonuses more than once.

Let us know if you are keen to continue playing and we can reopen your initial account and get you playing again.

If you have any further questions please do not hesitate to contact us.

Kind regards,

Steve

The bgo Customer Care Team

They then proceed to send me another email

Hi marc,

Thank you for your email and thanks for getting back in touch with us at the earliest opportunity.

Your account has been suspended automatically because our records would indicate that you have opened up multiple accounts - this is a breach of our terms and conditions.

We will gladly reopen your initial account that you created, however whenever subsequent accounts are opened, we will attempt to detect and block them simply because it can mean claiming the same bonuses more than once.

Let us know if you are keen to continue playing and we can reopen your initial account and get you playing again.

If you have any further questions please do not hesitate to contact us.

Kind regards,

Luke

The bgo Customer Care Team

HOWEVER, they then suspend me fully and say they are seizing not only winning but the initial £1,000!! see email below

Hi Marc,

Thank you for your email.

As the terms and conditions were broken we will not be returning any funds to you. This decision has been made by our Payments and Fraud team and the outcome of this will not be changing.

If you have any further questions please do not hesitate to contact me.

Kind regards,

Rebecca

Customer Services Team Leader

The bgo Customer Care Team

I am absolutely stunned I was not aware I had an account with them but upon looking back at my finances I did have account with them.

I am not an abusive player, I have not been on their platform and tried to consistently deposit money this happened and I was carried through registration and allowed to deposit my money. This seems very unfair as I have put a lot of money into the site and if there was a problem they should have said instead of letting me keep play on their site and it's very sneaky what they have done allowing me to keep depositing but then keeping my winnings. No doubt if I had lost and kept depositing they would continue to take!!

Resolved

£1,000

BGO Casino Complaint Stats