Bgo not paying my winnings because my wife has a self excluded account

[Swaddlek]

Has anyone experienced this any help much appreciated . So I opened up a a new account with bgo recently. Deposited 60 won 1500. I sent all verification documents to be told a week later from them that will not pay me as I'm linked to a self excluded account and I've tried to evade detection! My wife has a self excluded account NOT ME. We are two different people same address. Bgo will not listen to me or show me any proof of this so called excluded account. I know for sure I've never had an account with bgo. I've made a formal complaint and escalated it but bgo are firmly sticking to their desicion. I've contacted ecogra does anyone have any other suggestions thanks

[cocopop3011]

On 1/25/2020 at 1:07 PM, Swaddlek said:

Has anyone experienced this any help much appreciated . So I opened up a a new account with BGO recently. Deposited 60 won 1500. I sent all verification documents to be told a week later from them that will not pay me as I'm linked to a self excluded account and I've tried to evade detection! My wife has a self excluded account NOT ME. We are two different people same address. BGO will not listen to me or show me any proof of this so called excluded account. I know for sure I've never had an account with BGO. I've made a formal complaint and escalated it but BGO are firmly sticking to their desicion. I've contacted ecogra does anyone have any other suggestions thanks

Do you share the same email address? I'm not very informatie when it comes to self exclusion but we have lots of members here that are that will be along to helo you more I'm sure.

[pinnit2015]

You can understand them being a bit dubious in cases like this - it's a common practice for many who SE and feel the need to play.

But if you can pass verification and she, then i really don't know what grounds they have (they're a rubbish casino BTW)

What are people to do in a household of 6? Canvas everyone to make sure there's no SE knocking about? 

What else do they have linking the accounts - joint card?

From a casinos perspective the best thing is to pay out and close both accounts. 

SE is limited to the player, not the household. They'll maybe then trot out ye old '2 accounts at same address' - well, they allowed you to register 2 so therefore they should payout to two IMO. 

 

[pinnit2015]

Thing is, and this is where it is tricky for the casinos - in practice, it is really difficult to know if there are one or two people playing. 

What were the dates of the account creations? Have you had two for a long time? If say, yours were created a number of years ago, both regularly played, verified, then as a casino i would have much more assurance that the 2 are separate. If you created 'yours' days/hours after the wife SE then that would look decidedly iffy. 

[cocopop3011]

I completely mis-read the first post 

[ValDes]

On 1/25/2020 at 3:07 PM, Swaddlek said:

Has anyone experienced this any help much appreciated . So I opened up a a new account with BGO recently. Deposited 60 won 1500. I sent all verification documents to be told a week later from them that will not pay me as I'm linked to a self excluded account and I've tried to evade detection! My wife has a self excluded account NOT ME. We are two different people same address. BGO will not listen to me or show me any proof of this so called excluded account. I know for sure I've never had an account with BGO. I've made a formal complaint and escalated it but BGO are firmly sticking to their desicion. I've contacted ecogra does anyone have any other suggestions thanks

Hi there and welcome to AskGamblers Forum. 

To be honest with you, sincerely doubt BGO team will act this way unless they were 100% sure about it! We saw countless complaints similar as yours in here over the years, but only couple of these ending up as player's initial words and facts proven to be true  during to course of complaints process unfortunately... 

You mentioned the case has already been escalated with BGO ADR provider which means you are not recommended using AGCCS. Good luck and keep us posted. 

[Gambler1234]

On 1/25/2020 at 3:07 PM, Swaddlek said:

Has anyone experienced this any help much appreciated . So I opened up a a new account with BGO recently. Deposited 60 won 1500. I sent all verification documents to be told a week later from them that will not pay me as I'm linked to a self excluded account and I've tried to evade detection! My wife has a self excluded account NOT ME. We are two different people same address. BGO will not listen to me or show me any proof of this so called excluded account. I know for sure I've never had an account with BGO. I've made a formal complaint and escalated it but BGO are firmly sticking to their desicion. I've contacted ecogra does anyone have any other suggestions thanks

I think you should just go straight to their license provider and provide the proof that you and your wife are living under the same roof. This should put some pressure on them to at the very least compensate you in one way or another. Let us know how it went!

[cocopop3011]

@Swaddlek Any update on this matter yet? We did used to have a lovelt BGO rep, but she hasn't been around for a few years now.

[ValDes]

@Swaddlek, 

It's been over a week. Any updates on the matter?