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BGO - Account closed but deposit not fully refunded


Found for the Casino - If you register an account under details that differ from those you registered with GamStop your exclusion may not be enforced.

Read our BGO Casino Review.

Player's Complaint

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.

Read the casino review

1 Responses

User icon
February 13, 2019

Hi krstop - welcome to!

Sadly there is nothing we can do to help you in this instance.

The GamStop terms relevant to this situation are as follows:

"GAMSTOP may not be able to spot inaccuracies or other differences in account details, and we may not be able to prevent you accessing accounts you have created using, for example, email addresses that you have not provided to us as part of the registration process. GAMSTOP will operate on the basis of the information you have provided at registration and we will not be responsible for failure to spot errors made on your part."

This term explicitly states that using a different email address may cause the system to fail.

Given the change in details, automated duplicated account detection systems would not function. That being the case the operator are allowed a reasonable time period (generally accepted to be 24 hours) within which to manually identify the registration manually. Within this time period they would not be liable for losses. Identifying your account within 20 minutes would actually be exceptionally quick in our experience. As such we would not have any grounds to contest further payments to you.

All we can suggest is that you take your complaint to the operator's ADR eCOGRA to see if their opinion differs from ours.


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krstop 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:

  • BGO
  • Alderney Gambling Control Commission
  • United Kingdom Gambling Commission

February 13, 2019

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