viviennewilks

Absolutely, it gave me a couple of sleepless nights and it was a very unpleasant experience.

My son made a complaint to PayPal and they refunded the money to his PayPal balance, so all resolved and a lesson learnt.

Hi all, I've had a response to my complaint (pasted below). I'm not sure why if the deposit is "invalid", where in the T&C's does that mean that it's withheld? Thank you for your patience whilst your complaint and account has been reviewed. I can confirm, that you have breached our Terms & Conditions by making a deposit via a payment method that is not in your name; 4.1 You may add funds to your account by a variety of payment methods, including (but not limited to) Visa, Mastercard, PayPal, Maestro, Skrill and Neteller. Methods available can vary dependent on where you are located and this will be reflected in the options presented to you in our intuitive cashier. You can only use a payment method registered in your name to deposit funds. If you deposit using a payment method in respect of which you are not the account holder, we reserve the right to treat any deposit as being invalid and any winnings arising from such deposit as void, pending the satisfactory completion of all relevant checks. In accordance with our Terms & Conditions, which you stated you had read and agreed to upon account creation, the deposit is invalid and winnings void. I appreciate this may not be the response you wished to receive, however I can confirm this is our final determination. Should you remain unhappy, I recommend contacting our Alternative Dispute Resolution provider here; https://www.ecogra.org/srs/dispute.php Kind regards,

Thank you so much

Another response from BGO: As detailed previously, I'm unable to process a refund due to the breach of terms and conditions. However as you remain unsatisfied by my response, I can log a complaint for you where an independent team will review and assess the situation if you like?

Ok, I posted my complaint but there wasn't BGO in the 'select casino' drop down list so I just selected the first casino on there... hopefully you can change it on your side?

Ok, thank you When it comes to selecting the casino in the drop-down box on the complaints form there's no BGO? Do I just enter it regardless?

"Unfortunately I can see from the correspondence that was sent to you that the decision has been unchanged and no refunds will be issued Vivienne."

Do I just ask for them to refund the deposit back to my son's paypal account?

I've had this response back this morning. Nothing even about the money I deposited. I'm not sure what to do, if anything Thank you for your response. Whilst I appreciate the situation and explanation, I'm afraid we are bound by process and external factors in cases such as this. Sending in your sons documents would not alter the outcome of the situation I'm afraid. I understand you may find this response disappointing but thank you for your cooperation. Please do not hesitate to contact us if we can assist further.

Thanks for the insight, I can understand both ways. I feel I'm complaining but they have their T&C's, which I agreed to of course, but I don't steal, or defraud people, or rip people off. And then to get that to happen and it's my fault, and I've lost money because of it.

I understand terms and conditions and I'm not in any way saying it's wrong but the way that process is done isn't considerate for the customer. I made a mistake of not noticing it was my son's PayPal account already signed in. That very small thing, but I understand from BGO's perspective it's significant should be factored in to whatever decision making. I had no communication from them. The Live Help staff didn't even know why my account was 'Frozen', but not to worry as she said she was passing on that I'd spotted a potential mistake - I thought maybe they just need me to confirm I am who I say I am... so I was proactive with that process as I had initiated a withdrawal but there was no communication asking me to confirm who I was. And then send me that email which scared me a little bit. I felt I'd done something seriously wrong and the money I deposited was, in my view, taken with no explanation, and the winning's were 'voided'. I don't want to sound like I'm exaggerating but I barely slept last night. I feel I've done something wrong.

I've emailed explaining that, thank you My Son is 34 years old but he never usually uses the computer at home because he doesn't live here. He's here visiting for the first time in months because I've had to be 'shielded' from the virus and he's been using the computer and so really, I don't want to play stupid but I would never have noticed. He's since had a look at it with me and we tried using PayPal to deposit at another online casino. When you click to go to PayPal to finish the deposit transactions it shows my PayPal available balance and it automatically selects to pay using the PayPal available balance. I transferred money from my bank account the exact same way my Son says he does several times a day sometimes, almost daily and had no issues. I enter the PayPal sort code and account number and this unique reference, which I assume PayPal uses to identify which PayPal account that money goes to. I click send money from my bank and it's instantly in my PayPal available balance. My Son showed me the transactions for today from his bank account which are all Faster Payments. They're not Direct Debits. So I am genuinely unaware, and even after going through the transaction process, I still am! I really hope something can be done about this because I don't want to say "I'm 72 and blah blah", but it's difficult enough as it is right now with everything and I don't usually have £40 to throw away and I thought I'd treat myself and try my luck, and then I win over £1,000 and then suddenly this all happens and it really does feel unfair. Also, I think if I was intentional or I was trying to break the law I'm not going to use the £40 I'd saved by not going out to my social events the past few weeks for nothing. I really hope tomorrow they can show some understanding and compassion. Fingers crossed.

Oh no!!! Well, I asked my Son and he said he'd just done a instant bank transfer from his bank account to his PayPal. He does it all the time and it clears instantly, so I'm more confused now. Have they closed the account because the payment came from my Son's PayPal and not mine? I'm surprised they haven't offered to give me back the £40 considering it was a simple mistake and they've voided my winnings.

Hello all, I'm in desperate need of advice regarding what I feel is unfair and unacceptable in regards to my account closure at BGO Casino. I registered today as new customer and deposited £40 via PayPal. Usually I would use my card but PayPal was an option so I went with it. It was seamless as PayPal was logged in and it only took a couple of clicks. I didn't claim any bonus money, I couldn't find an offer, so I started playing through my £40 on Bonanza. I was playing for about an hour and then I won BIG! I got the 117,649 paylines with diamonds EVERYWHERE, across all the reels and on a £1.60 spin I won over £1,100! I was obviously delighted and so I withdrew £900 and decided to see my winning streak would continue so I played for about another hour after that. I had a pop-up appear when I made the withdrawal saying I might need to verify my account so I spoke to them on their Live Chat and they confirmed what I needed to do. I got my passport and bank statement ready to send but when I tried to log in it said my account had been 'temporarily frozen', so I asked what this was about on their Live Chat and they had no idea because there were no notes. I hadn't received any communications from them... I asked if my deposit was maybe reversed or something and I checked my PayPal and long story short, I'd paid my deposit from my Son's PayPal account (as it was still logged in to his account). I quickly explained this to the person on the Live Chat and she said she'd explain that in the message. Then I received this email: Hi Vivienne, During a review of your account it has come to light you have used third party payment method, which is a breach of the terms and conditions here at bgo. I have detailed the term more specifically below;4.1 You may add funds to your account by a variety of payment methods, including (but not limited to) Visa, Mastercard, PayPal, Maestro, Skrill and Neteller. Methods available can vary dependent on where you are located and this will be reflected in the options presented to you in our intuitive cashier. You can only use a payment method registered in your name to deposit funds. If you deposit using a payment method in respect of which you are not the account holder, we reserve the right to treat any deposit as being invalid and any winnings arising from such deposit as void, pending the satisfactory completion of all relevant checks.Due to breaching the terms we ask that you create no further accounts with Bgo Entertainment Limited as upon detection they will be closed without warning or refund. We understand this may not be the response you were hoping for but thank you for your understanding. In respect of your balance, this has been invalidated and voided inline with the terms and conditions. Kind regards,PaulCustomer Experience Team ManagerThe bgo Customer Experience Team Now, I'm absolutely distraught that a simple mistake mean't that I've had my account closed, my £900 winnings voided (??), and they're not even refunding the £40 that I deposited. Please don't get me wrong here - I should have been paying more attention and of course rules are rules, but I explained how I was I guess, pro-active in notifying them as soon as I could possibly have known. I've replied stating that and that I was ready to verify my account and they hadn't even waited for me to do that. I feel genuinely targeted and distraught at this. I feel I won that money fairly. So, I'm not sure what I should and can do. Can any one help me, please?