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BGO - Deposit allowed after self exclusion

Ruling

Found for the Casino - The player changed their registration details which allowed them to register a new account. BGO caught this secondary account within the allowed time period.

Read our BGO Casino Review.

Player's Complaint

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.

Read the casino review

4 Responses

User icon
ThePOGG
May 7, 2018

Hi herbiecat123 - welcome back!

Before we go any further - how long did you self-exclude for?

Thanks,

ThePOGG

User icon
ThePOGG
May 10, 2018

Hi herbiecat123,

Can you please email through your evidence regarding your self-exclusion request to [email protected]

Thanks,

ThePOGG

User icon
ThePOGG
May 18, 2018

Hi herbiecat123,

Having reviewed the documentation you have sent through unfortunately we cannot support your claim.

UK licensed operators are required to put in place systems to prevent self-excluded players re-registering new accounts. But those systems are not required to account for players changing the details they use at registration. If a player does that obviously the system will not pick up the account automatically.

In situations where the player has changed their details the operator is allowed a reasonable time period - 24 hours - to identify the account manually. In this case the operator has identified the account within 14 hours.

The only recommendation I can offer is that you download and install our free Responsible Gambling tool - BetBlocker - which will prevent your internet capable devices from accessing over 4k gambling websites.

Sorry we could not be of more help!

ThePOGG

User icon
ThePOGG
May 21, 2018

Hi herbiecat123 - thanks for your email.

Unfortunately you did change your details. As CLEARLY stated in the communications you received from BGO you used a different email address. There are certain pieces of account information that are always used as 'key identifiers' as they are very unlikely to be shared by multiple people. Name or physical address can be shared by multiple people. An email address is unique to you. No other person would commonly have access to you email address. As such it's considered one of the 'key identifiers' of a excluded player. If this is changed it's unlikely the automated system will detect an account being registered.

There's nothing false or misleading about the BGO terms. In the first instance, if you use the same details when registering you will not be able to register an account. In the second, where a player does get past the automatic systems the UKGC allow a reasonable length of time (24 hours) for the account to be identified and suspended. BGO have acted within 14 hours.

The 888 case is non-relevant to your. In the first instance this was wide-spread, across a large number of accounts and more significantly these accounts were not suspended within the 24 hour window.

I'm sorry your unhappy but there's nothing further we can do to help you in this instance.

ThePOGG

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Agreement

herbiecat123 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:

May 7, 2018

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