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BGO - Refusing Payment

Ruling

Declined - As a UKGC appointed Alternative Dispute Resolution service we are not allowed to review self-exclusion issues and are required to direct complainants to the UKGC.

Read our BGO Casino Review.

Player's Complaint

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?

Read the casino review

1 Responses

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ThePOGG
March 3, 2017

Hi nick121 - welcome to ThePOGG.com!

Unfortunately there's not going to be anything we can do to help in this instance. As a UKGC Accredited Alternative Dispute Resolution service we have to work within their framework. Further to this, all ADR services have now been told to refer problem gambling complaints to the UKGC directly. That being the case we aren't allowed to engage with this type of complaint.

As such if you want your case reviewed further you’ll need to submit it to the UKGC at this email address [email protected]

You should refer your complaint to the UKGC for general review as to whether license conditions have been upheld. You should be aware that the UKGC is not an ombudsman or complaints service and does not review cases on an individual bases.

If you are seeking financial redress you will have to raise your complaint as a civil matter through the court system.

Sorry we cannot be of more help.

ThePOGG

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nick121 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:

March 3, 2017

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