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BGO - winnings confiscated

Ruling

Declined - As Alternative Dispute Resolution services are prevented from managing complaints against UKGC licensed operators that involve Self-Exclusion issues, we have to decline this complaint.

Read our BGO Casino Review.

Player's Complaint

I believe that BGO have not acted responsibly with regards their commitment to responsible gaming. I self excluded from the site a few years ago, closing my account, and making them aware I have a gambling addiction. They allowed me to open a new account, deposit hundreds of pounds, and when I had started winning, my account was suspended without warning. I was informed by email that if my account had remained open a bit longer my deposited funds would have been returned to me. I take this as acknowledgement of their irresponsibility in this matter. I am aware of my own part to play in managing my addiction, however I do rely on sites that I have previously made aware of my problems to, to uphold their promise of support. Their responsible gaming policy states that once excluded, an individual will never be allowed to gamble with them again. I used my full name and date of birth and believe they should have systems in place to recognise a self- excluded player. I was informed that I had been allowed to deposit and lose so much because they only check accounts once a withdrawal is requested. I never requested a withdrawal, leaving me to assume they intentionally allowed me to deposit a large amount, only stopping my play some hours later, once I had started to win and was no longer depositing. I am requesting my deposits returned in full. I cannot be sure of the exact amount as I am unable to access my account to check, but I believe it to be around £1000.

I recognise that it would be unfair for me to request my winnings returned to me - I am asking only for the deposited funds to be returned.

Username: [EDIT]

Email: [EDIT]

Many thanks [EDIT]

Read the casino review

1 Responses

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ThePOGG
June 9, 2016

Hi mirilandy - 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've have to work within their framework. eCOGRA are BGO's appointed ADR service. Further to this, all ADR services have now been told to refer problem gambling complaints to the UKGC directly. That being the case, even if we were the appointed ADR service for these groups we wouldn't be 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]

Our current understanding is that the UKGC will review complaints in a general sense with regard to whether or not their policies need to be updated and this process may result in the operator returning your funds if on review the UKGC establish that gambling protection policies were not correctly adhered to.

Sorry we cannot be of more help.

ThePOGG

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Agreement

mirilandy 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 9, 2016

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