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BGO casino - denied winnings

Ruling

Found for the Casino - This player exceeded the maximum allowed bet using the Gamble feature. Maximum bet terms apply to Gamble features just like other bets.

Read our BGO Casino Review.

Player's Complaint

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

*******

Read the casino review

1 Responses

ThePOGG
June 19, 2016

Hi ELC - welcome to ThePOGG.com!

Unfortunately in this instance there's nothing we can do to help you. The gamble feature is an entirely separate bet to the main game it is attached to. You use the comparison of doubling down when playing blackjack - this isn't the same at all. When doubling down the additional bet is still subject to the outcome of the original bet, i.e. the result of both wagers are determined by the same event. When you use the Gamble feature, your original bet has already been settled in the main game and it is an entirely separate decision to wager the winnings that if taken is decided on an entirely different event.

To further support this positions I'd point out that when determining the fairness of results offered by a game the main game and the Gamble mathematically have to be treated separately. You can see an example of this here - http://thepogg.com/skybook-cheating-video-poker-amigotechs-software/.

Finally, regarding live chat advice: while I'd agree that you've received poor customer support and that the operator in question needs to be retrained, we don't consider mistake made by customer service agents to overrule the contract as laid out. That would open the door to players going on to live chat with the objective of getting a CS agent to contradict an undesirable rule so the player could then ignore the rule.

That you've felt the need to ask Live Support specifically about this tells me that you already had your doubt regarding the strategy. That you've asked previously and received the correct answer doesn't support your case.

I'm afraid that there's nothing we can do to help you in this instance and I'd advise you to be aware in future that maximum bet terms ALWAYS apply to gamble features.

Sorry,

ThePOGG

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Agreement

ELC 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:

June 19, 2016

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.