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BGO - aborted my withdrawal and took my winnings

Ruling

Found for the Casino - The player openly states that they violated the maximum allowed bet at BGO casino when using the 'Double-Up' feature. As such there's nothing we can do to help them.

Read our BGO Casino Review.

Player's Complaint

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]

Read the casino review

3 Responses

User icon
ThePOGG
April 9, 2016

Hi Klekovg1, I really only need to know one thing here - did you bet more than £10 on the double up feature? If you did there's nothing we can do to help you here. The double up feature is a separate bet to the main game, not a continuation of the main game. This game would be analysed separately to the main game to determine fairness. You have a choice whether to place additional wagers so if you've decided to wager more than £10 at any point using this bet then you HAVE violated the maximum allowed wager. If the casino have chosen to pay your 'friend' that's at their discretion, not a requirement. If you haven't exceeded a £10 bet while using the double-up feature let me know and I'll take this issue to BGO. Thanks, ThePOGG

User icon
Klekovg1
April 9, 2016

Hi Team,

Thank you for your prompt reply. I checked the T&Cs but I didn't see anywhere mentioning about NOT using the double up feature? If it is not mentioned then I would assume the double up tool is allowed to be used.

Could you please advise ?

Thanks,

Ivo Klekov

User icon
ThePOGG
April 9, 2016

Hi Klekovg1,

You're right - using the double-up feature IS allowed. However there is NO exclusion allowing you to exceed the maximum allowed bet with the double-up feature. You're free to use the double-up feature as much as you like with bets under £10.

Thanks,

ThePOGG

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Agreement

Klekovg1 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

April 9, 2016

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