BGO— player complaints: 14 in English

Despite being given multiple items of I'd. My winnings since January and since are withheld. I'm disabled and too ill to travel or drive. So no passport or licence. I'm still able to play and deposit. They ignore my release wins requests.

I joined BGO on October 11,2020 I passed the verification, I sent the required documents . In total , I had over 20000 pounds deposits and similar amount of payment to the moment on November 12. I received email in which I was informed I must send documents showing income in order to determine the legality. I posted a payslip and explained that I had a company that also had dividends and that I had saved some money while running my business. On November 18th, I got an email that my account was closed and I won't be in touch again. Despite my winnings of £ 1,900. Then I wrote an email from the online chat service telling me they are not allowed to explain and referred my problem to the Complaints Department. I was not paid 1900 Poubds and I have no contact with this company. Please help .

On the 26th October I requested to withdraw £1300 and then £900 on the 27th. I went to verify my account but it wasn’t working and I tried it on several different browsers and it was the same on them all. I emailed them and sent documentation and they then asked for my PayPal so I sent them a screenshot and was told it wasn’t good enough because it didn’t include everything they needed. I since took another from the desktop site like they suggested and sent that. I have emailed them several times since and had no response, the last email I got from them was the 27th October?

I registered with GamStop in May 2018 however decided to play with BGO on 4th January 2019. I was able to open an account with a new email address (which I've since asked GamStop to add to my account), deposit £1000 and begin playing. I was playing for approx 20 minutes before BGO logged me out of the account. The majority of this time I was in a positive balance on my deposit but at the time of closure was at the lowest balance during play. BGO's T&C'Clause 3.5 states that where a duplicate account is opened all deposits will be returned. To date they have only returned £815 which was my account balance at the time of closure and still owe me £185. I believe that BGO have acted maliciously in the time they chose to close my account mid-play as it didn't occur whilst I was in a positive net balance. BGO have stated that they will not refund the difference as I breached my GamStop agreement, of which they should have blocked in the first place as I held another account with BGO using my GamStop registered details. I have exhausted their complaints procedure and would greatly appreciate any assistance you can provide.

On BGO's website it states that once you have self excluded they will never allow you to deposit/play again. I did self exclude and they have allowed subsequent deposits. I have all the necessary evidence to support my claim.

I'd contacted the site for closure, they ignored my message and left the account open, also emailing me offers, i finally contacted and had to be personal and say i was a gambling addict and finally got it closed after losing 100s of pounds on the site, very sloppy on their behalf ignoring messages and never any live chat.

I would like to enquire about extending the expiry of my bonus at bgo. I have stopped playing after I placed a bet higher than £10 bet on the slot game by mistake. The reason I have stopped is to report my error. I had a very hard time reaching someone on the live chat. I sent an email as well but I didn’t get any reply. When I finally managed to speak with someone on the live chat my bonus got confiscated due to the time restriction. Could you ask them to give me more time to complete my bonus requirements please?

I signed up with BGO last night and deposited £1,170, I played through this and withdrew £1,950. I wasn't aware but apparently I'd held an account with BGO and excluded myself a number of years ago therefore BGO are now refusing to pay out my winnings of £780. Is this acceptable considering I wasn't aware i'd held an account previously and I actually deposited and won £780 fairly. I can understand i'm not allowed to hold another account with BGO but I don't see how they can refuse to pay my winnings, surely they should process my withdrawal then close my account with them?

Hello I registered To BGO casino (username: [EDIT]) in March and deposited there over £4000 since registering. Until the 8.5.16 I never had any problems, probably because I always lost. BGO has a £10 maximum bet limit for playing with a bonus. Some slots there has a "gamble" option on winnings. I did not find any reference to that feature in the terms and conditions. According to my understanding this option is a part of the slot game and unlike a fresh bet of £100, doubling a winning of, let's say, £100 is allowed unless the terms clearly states otherwise. As far as I have seen, no casino would ever consider the "gamble" option as an independent game contributing to the wagering requirement for the purpose of clearing a bonus...Much like the the double option in Blackjack. Both are just features inside a given game round. So it is common sense to assume that any limits on using the "gamble" option should be mentioned explicitly in the terms and condition. On 28.3.16, I deposited and received a bonus. Just in order to be absolutely sure that I am allowed to use the "gamble" option on larger than £10 winnings, I went to chat with the support. Here is the full transcript: [CASINO REP]: Hello! Welcome to bgo support. How may I help? [PLAYER]: Hello. [CASINO REP]: hi there [PLAYER]: I read again the promotion terms and conditions and I would like to clarify with you one point. If I receive a bonus and choose to play a slot game with the double feature placing bets of 8 GBP each. Then I win, let's say, 100 GBP. Would it be considered that I have violated the terms if I try doubling that winning of 100 GBP? IMO this doesn't violate the terms but I guess that anyway I'd better get your confirmation for it. [CASINO REP]: Hi no, it is only relevant to the initial stake placed [PLAYER]: So it should be fine to use the "gamble"? [PLAYER]: I mean the double feature... [CASINO REP]: yes that's fine [PLAYER]: Thank you. [CASINO REP]: Is there anything else I can help you with? [PLAYER]: That would be all. Thank you. On the 8.5.16 I deposited, received a bonus and won after occasionally using also the "gamble" feature. Then my winnings were confiscated. The short email correspondence below of BGO and myself, says it all. I'd really appreciate your help and accept your role as mediator for the purposes of resolving the disputed issue. Thank you very much. [EDIT] ******* The emails: Hi [EDIT], Thank you for your patience, My apologies for the delay in getting back to you, I have been in correspondence with our Operations Team on your behalf. They have advised that due to bets being made over £10 on the game you were playing our terms and conditions were broken. Whilst I appreciate that you were betting £8 but using the double up feature on the game you were then staking £16. I'm afraid that based on this we cannot return any funds to you. If you have any further questions please do not hesitate to contact us. Kind regards, [EDIT] Customer Service Team LeaderThe bgo Customer Care Team ******* Dear [EDIT] I'm sorry but you ignored altogether my main point! YOUR SUPPORT AGENT MATHEW TOLD ME THAT IT IS FINE TO USE THE GAMBLE FEATURE OF THE SLOT AFTER WINNINGS BIGGER THAN £10! From Our chat on the 28th of March: [PLAYER]: I read again the promotion terms and conditions and I would like to clarify with you one point. If I receive a bonus and choose to play a slot game with the double feature placing bets of 8 GBP each. Then I win, let's say, 100 GBP. Would it be considered that I have violated the terms if I try doubling that winning of 100 GBP? IMO this doesn't violate the terms but I guess that anyway I'd better get your confirmation for it. [CASINO REP]: Hi no, it is only relevant to the initial stake placed [PLAYER]: So it should be fine to use the "gamble"? [PLAYER]: I mean the double feature... [CASINO REP]: yes that's fine Kind regards, [EDIT] ******* Hi [EDIT], Thank you for your email. Whilst I appreciate that you were advised on this occasion regarding the feature on the game this information was not correct. Having looked at the previous correspondence between yourself and our Customer Service Team I can see that you spoke to an adviser on the 15th March with the same query and in fact you were told that by betting £8 and using the double up feature it would be breaking the terms and conditions. You were advised that it was your responsibility to adhere to the terms and conditions by not making bets of £10 or higher with an active bonus on your account. If you have any further questions please do not hesitate to contact me. Kind regards, [EDUT] Customer Services Team LeaderThe bgo Customer Care Team ******* Dear [EDIT]. Thank you for your email. I may have checked on 2 separate occasions whether or not the use of that feature on winnings larger than £10 was allowed.M.o< I guess that on the 28th of March, I did not remember a chat from almost two weeks earlier and decided to make sure. I play at several online casinos and terms often get mixed in my head. Therefore I often check and double check with the Customer Service Team when I am not sure about the terms. Your Customer Service Agent told me clearly on the 28th of March that I could use that gamble feature on winnings larger than £10 and based on his answer I did so many times and lost many times, until I won, for the first time, on the 8th of May. Am I supposed to pay the price for the failure of your Customer Service? Was it OK for me to lose based on [EDIT]'s answer but not to win based on it? Kind regards, [EDIT] ******* Hi [EDIT], Thank you for your email. Whilst I appreciate that it was an error made by a member of the customer service team the terms and conditions were broken by your and therefore your funds are void. Should you wish to take this further then you can find the details on how to do so here: https://www.bgo.com/help/terms-and-conditions#when-things-dont-go-right If you have any further questions please do not hesitate to contact me. Kind regards, [EDIT] Customer Services Team LeaderThe bgo Customer Care Team *******

I believe that BGO have not acted responsibly with regards their commitment to responsible gaming. I self excluded from the site a few years ago, closing my account, and making them aware I have a gambling addiction. They allowed me to open a new account, deposit hundreds of pounds, and when I had started winning, my account was suspended without warning. I was informed by email that if my account had remained open a bit longer my deposited funds would have been returned to me. I take this as acknowledgement of their irresponsibility in this matter. I am aware of my own part to play in managing my addiction, however I do rely on sites that I have previously made aware of my problems to, to uphold their promise of support. Their responsible gaming policy states that once excluded, an individual will never be allowed to gamble with them again. I used my full name and date of birth and believe they should have systems in place to recognise a self- excluded player. I was informed that I had been allowed to deposit and lose so much because they only check accounts once a withdrawal is requested. I never requested a withdrawal, leaving me to assume they intentionally allowed me to deposit a large amount, only stopping my play some hours later, once I had started to win and was no longer depositing. I am requesting my deposits returned in full. I cannot be sure of the exact amount as I am unable to access my account to check, but I believe it to be around £1000. I recognise that it would be unfair for me to request my winnings returned to me - I am asking only for the deposited funds to be returned. Username: [EDIT] Email: [EDIT] Many thanks [EDIT]

Hello, I am submitting this request with regards to my recent winnings from BGO casino. When I signed up into BGO website, I claimed the 200% welcome bonus up to 100 GBP. I deposited 50 GBP and was given 100 GBP as a welcome bonus. I carefully read the terms and conditions and made sure to follow every requirement so that I don't breach the T&Cs. As mentioned in the BGO terms and conditions, the max spin size allowed is 10 GBP per spin. For that reason, I played played Frankie Dettouri on a spin 7.50 gbp and also played Cat Queen on 9.75 spin. After winning 4080 GBP and successfully covered the wagering requirements, I submitted a withdrawal request. BGO customer support came back to me accusing me I have breached the T&Cs by using the double up tool. However, the T&Cs of the bonus did not mention the double up tool, but instead they only mentioned the spin size which was 10 GBP. Moreover, just a week ago a friend of mine won from BGO using the exact same bonus using spin 10 GBP and also used the double up tool. His winnings were paid by the casino but mines were not.(Please see his BGO details below after taking his consent to disclose his details) My BGO details Name: [EDIT] Username: [EDIT] Email address: [EDIT] Affected casino: BGO My friend's BGO details who referred BGO casino to me, who was paid his winning and who used the double up tool: Name: [EDIT] Username: [EDIT] Email address: [EDIT] I will much appreciate if you take my complaint into consideration and help resolving my issue. Please feel free to let me know if you'd like me to provide any further details? Thanks, [EDIT]

I had won £1400 on a slot called bejeweled on the 3rd of November. I then tried to make a withdrawal which was declined because the card I deposited with was in a different name I got in touch with BGO whom told me I must re deposit in a card of my own name and then withdraw to it so I did only to find out 24 hours later I had been suspended due to a ID check I was asked to email over one form of photographic ID and a utility bill of some sort so I sent my drivers license and a recent electric bill withing 3 months also a recent landline phone bill from Sky both of these bills stated my full name address and the company logo and date sent.I was advised these documents had been sent over to the finance team and it would take (upto 24 hours) for my account to be verified.24 hours has me passed I emailed for a update to be told my case is taking unexpectedly long.Its now been another 24 hours I have sent several emails with no reply.I would like to withdraw money that I won fairly they provide very poor customer service and after searching the Internet this has happened to many players that has resulted in no payment. My username for BGO is [EDIT].

I deposited 3 times. One for 50 pounds the second one for the same as well and the third for 150 pounds. I won 270 and cashed out 200 I was at work so i withdrew 200 and logged off to come back and play. The website would not connect from my browser I tried a different browser and it worked so i tried to log in and then found out that my account has been suspended. They would not even let my ip address access the site to let me know what had gone wrong??? Worst experience with a casino ever. Hoping you can help, Thank you

Hi,yesterday bgo support agent, suspend my account with reason: we no longer accept players from România! But România is still listed on registration forms page, is not listed on restricted countries in their T&Cs, and most important they didn't NOTIFY me about any update on TCs,which restrict me to play here! Also i am a depositor! I have also a print screen with chat and reg.page where it show România on registration page. Please I know u can help me, you also help me with buzzslots. Username: [EDIT] and email used to register is: [EDIT]