Please help new member funds confiscated by BGO

[kevd72]

I made 5 or 6 deposits to BGO using my real details . I had forgot I had opened a account with some months ago and made one deposit of 300 pound. Due to heart failure I am required to take morphine for pain so I rely on chrome to remember my usernames/ passwords. However using the same name , DOB , email address , home address , telephone number another account was opened and I was not informed I had a account all ready . I did not accept any bonus and did not profit from this honest mistake in any way. I made 5 or 6 deposits not once did they tell me . I could of gone on for ever until I had won something. I then nearly won my money back withdraw it and was told in would be in my account in 2 to 4 days. The next day after spending another 2000 pound I looked for the withdrawal and could not find it anywhere. They did not even email me to tell me the money had been confiscated otherwise of course I would not of carried on playing they say for duplicate accounts . But I had to fight all the way to get even this information out of them as my copies of chat will prove. I asked for a name and number that was refused. How is this possible , I followed online guidelines I looked for casinos's with the gambling commission although I admit I have only just seen there truest pilot rating of 2.7 out of ten how is this possible with a national company. I made 1 honest mistake , i was not dishonest and I benefiting nothing for opening a new account. Why would I take the time to fill the new one in when I refused the bonus. These terms and conditions are like playing god and something needs to be done about it. I played with only my money and they have stolen only my money. They will not even talk about returning the deposits to me. Due to my heart failure I have to do everything online as I cannot get out. Not only has the worry affected my health but I have lost confidence in myself and online shopping which I have no choice but to do. Finally the most upsetting is the dishonesty every website online tells you if you forget and try to open a new account , it is not complicated software. The old account at that time I had used only once some months ago , why am I being treated this way. Please help me. 

[Awena]

Hello kevd72 and welcome to AskGamblers*

 

I am deeply sorry but I am afraid you have breached T&C's. 

 

There is a 'saint' rule when it comes to accounts .. one account.. one IP... and so on.

 

I haven't been active here for some time now but so far I can remember, BGO representative on AG is very responsive so I hope they can help you out with this.

 

From what I can see, thing's doesn't look good at all.

 

Lets wait our admins and their replies.

 

Have a nice day*

 

[kevd72]

Hi thank you but I did use the same ip and made 6 seperate deposits everything was the same . I did not play with one penny of their money I put nearly 2000 pound in and took no bonus . I have seen on trustpilot they have returned the deposits . I had used the first account 1 time any other place says this email is being used please log in etc , even on this site. I am not a bad loser like I said I lost another 2000 that night making 4 in total. Why would I take the time to fill in all the forms again if I idn,t want any new player bonus. I feel I have been mugged in the street. But thank you for your reply

[kevd72]

No they do not help it,s been going on two weeks I still have not contact name and do not reply to emails they just say no we are not changing their mind if that is good customer service no telephone etc your expectations must be very low

[Awena]

Hi thank you but I did use the same ip and made 6 seperate deposits everything was the same . I did not play with one penny of their money I put nearly 2000 pound in and took no bonus . I have seen on trustpilot they have returned the deposits . I had used the first account 1 time any other place says this email is being used please log in etc , even on this site. I am not a bad loser like I said I lost another 2000 that night making 4 in total. Why would I take the time to fill in all the forms again if I idn,t want any new player bonus. I feel I have been mugged in the street. But thank you for your reply

Once we sign up, we must agree to a T&C's and it's our fault if we have double accounts.

 

Frankly speaking, they have no interest to keep track of double IP's and no obligation to notify players if they have made double accounts.

 

I am speaking from my personal  experience and unfortunately this is most likely to be truth.

[kevd72]

These are called gods laws terms and conditions are not law , do you work for them because your advice seems strange

[Awena]

These are called gods laws terms and conditions are not law , do you work for them because your advice seems strange

I have never worked for any casino, all my knowledge comes from reading admins posts here on AskGamblers and soon it will be 3 years since I am member Sir.

[Awena]

'Ignorantia iuris nocet' (Being ignorant of law harms) - latin phrase I have learned while being first year in Law Faculty and I learnt on my skin trough my life. 

 

[cocopop3011]

Hi Kev

 

I'm sorry to hear about whats happened but the fact of the matter is, casinos are usually very strict when it comes to duplicate accounts, honest mistake or not.

 

However I have mailed our BGO rep to see is she can jump in and help at all. You can also contact the casino rep here

[kevd72]

Stop misleading people anyone can write t & c, s it isn't law it is a a agreement at best , just have a rest and stop being childish. In fact my MP office told me they have thousands of these complaints and terms and conditions will soon be regulated . It won,t be long before there little closed shop of regulating themselves will be over. But thank you cocopop for your Useful comments .

[cocopop3011]

Stop misleading people anyone can write t & c, s it isn't law it is a a agreement at best , just have a rest and stop being childish. In fact my MP office told me they have thousands of these complaints and terms and conditions will soon be regulated . It won,t be long before there little closed shop of regulating themselves will be over. But thank you cocopop for your Useful comments .

 

But you do agree to stick to the terms and conditions when you register which means you are then bound by them. 

 

Anyway, as I said I've emailed the rep for you hopefully she can come and jump in here.

[kevd72]

See the same here they just do not reply.

[cocopop3011]

See the same here they just do not reply.

 

Kev you have to give it time please, I've already been informed that help is on its way.

[Afi4wins]

I really don't get it how come the casino's registration system didn't track your registered email address.

 

In most other casinos, whenever I try to register a new account, the system would do a check on my email address, followed by an approving tick, or a message indicating that the email address has already been used (registered) at the casino, indicating that I already have registered there before, or at another sister casino.

 

Looks like BGO's system is partly at fault here, which I would definitely fight against and stand my ground. They should make some leeway for you Kevd, one way or another, just to be on the fair side, which otherwise isn't. 

[cocopop3011]

I really don't get it how come the casino's registration system didn't track your registered email address.

 

In most other casinos, whenever I try to register a new account, the system would do a check on my email address, followed by an approving tick, or a message indicating that the email address has already been used (registered) at the casino, indicating that I already have registered there before, or at another sister casino.

 

Looks like BGO's system is partly at fault here, which I would definitely fight against and stand my ground. They should make some leeway for you Kevd, one way or another, just to be on the fair side, which otherwise isn't.  <_>

 

Actually Afi you just spotted something which I completely missed when I read his post! I completely skipped the 'email address' bit

 

So hang on - Kev you definitely used the same email address?

[cocopop3011]

I've just pretended to want to sign up again using the email address I already have registered at the casino and it doesn't allow me as the picture shows. So this really boils down to whether or not you definitely used the same email address?

 

[kevd72]

Look with the morphine I take its hard to remember what I have done yesterday but yes all my details were the same. I can't check because I cannot fond the account they have wiped it. Like I said in the beginning they even refused to admit I used a debit card even though I told them my bank would know

[Afi4wins]

This is going to be very tricky, considering that Kevd's memory is affected by the morphine!

 

Either the casino system did track Kevd's email address, in which case he wouldn't be able to register...

OR...Kevd had used a different email address but he couldn't remember...??? 

[kevd72]

I certainly didn't get that message pasted because if I had seen this of course I would of asked for another password slot quicker then 20 minutes sign up and like I said I refused the new player bonus. Also all of my emails I have told them all the same details exactly they have not disputed this. However in a email it says they only do there best to find duplicate accounts because of the new player bonus. The thing I stand by is I used my own details all of them , I was not dishonest and I didn't benefit from it

[Afi4wins]

One more thing...even a MISSPELLED email address could be mistaken as a new email address...but it would still be a duplicated account because the other registrant details would remain the same!

[cocopop3011]

I guess we really have to see what the rep says as there's definitely conflicting information here.

 

If we don't get a reply tomorrow Kev I'll chase it up again for you. Things like these take time, so a little patience please.

[kevd72]

I have only 2 emails my personal and this I have searched the private and the only BGO emails are ones I pasted the chat to myself but what about the mobile number , my name , DOB , my address all of those things

[Afi4wins]

I have only 2 emails my personal and this I have searched the private and the only BGO emails are ones I pasted the chat to myself but what about the mobile number , my name , DOB , my address all of those things

 

I'm only guessing here...but maybe the casino's tracking system only tracks email addresses and nicknames only?

 

I've been caught in such a situation before. I had made a new registration at one casino, with a different email address and nickname, which was successfully registered as a new account. However, about 30 minutes later, an email came indicating that another duplicated account with the same details has been tracked by the system. Since my earlier account was opened more than 10 years ago, the casino allowed me to carry on with the new account and closed the old account for me. That should be the right way to do it. 

[cocopop3011]

I'm struggling to see how you could register using the same email address.

 

The other details as you mentioned are not tracked during the registration process but the nickname and email address always are.

[kevd72]

No it was with the same email I have told them this about 6 or 7 and don't you think they would of used that against me. I am very greatful to the 2 members that have helped. But I am also shocked by how low people's expectations are. Why should we have to worry about withdrawals . Casinos are in the service industry like bookies but they are world's apart. Gambling online is one of biggest growing industries around , and have some of the biggest profits to prove it. They have a online business , which is so much cheaper then a bricks and mortor high street one . Let in this case and many more the customer support is shocking so they do not seem to be using profits on wages. At Argos , home base , tesco even poundland if you make a honest mistake you would get a refund. Didn't everyone's mum say if you have been honest you have nothing to worry about. We are doing nothing illegal but seem to get treated like fringe society we are not. I had to take early retirement from my own business and if I treated people like this I really would have sleepless nights. I made a honest mistake , I did not benefit from it 6 or 7 separate deposits when would they of told me at 20000 pound . Every single penny played was mine. All I hear is terms and condiditions but what BGO have done is immoral and I cannot think of any other industry why you get punished for making a honest mistake . We should at the very least expect them to take our money with good will and honesty. If we expect nothing , then what is their motive to change . None