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I’ve had an issue with BGO casino and the sister sites Chilli Casino, Vegas Luck.

basically they decided to request source of funds from me before stopping me from placing bets or depositing on the sites and refused to pay me my win of 4677.71 across 2 different sites chilli casino and Vegas luck.

ive sent them documents to verify and they keep just asking for more things.

tonight they have chosen to self exclude me from the sites because I’ve had to use my credit card as I’ve spent more than I need too due to expecting this money back.

im not sure they are going to pay me what they owe me and I would like it sorting

Dear linhnghiem1,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please confirm that you provided all the required documents? Also, I am not sure I completely understand the part with your credit card – could you explain in more detail how did use of your credit card escalated into self-exclusion? How much money is being held by the BGO Casino?

Please, forward any relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.

I understand that it might seem like a lot of questions, but I would like to understand your problem as accurately as possible.

Lastly, I would like to ask you to keep it one casino per the complaint. We aren't able to involve more than one casino representative in the complaint thread. If you are experiencing problems with another casino, please submit a new complaint with the details of what happened, and we will publish it as soon as possible:

https://casino.guru/complaints

I hope, we will be able to help you to resolve this issue as soon as possible.

Best regards,

Kristina

I have to supply some more statements for source of funds before they release the money but am unable to get the statements until after the 9th. Once they have come available which they haven’t yet I’ll get back to you if they still refuse to process the withdrawal with all of the information you request.

the casinos are all part of the BGO brand and operate as one so the complaint would be against BGO.

they basically put a source of funds check on my account once I hit a threshold and wasn’t going to withdraw me any winnings. I lost £2000 on BGO and they then initiated the check. Yet they allowed me to deposit 3 more times on 2 different sites and would have allowed more deposits before I raised it with them. At that time they froze the account immediately.

my withdrawals were just pending which was strange because the withdrawal process was normally immediate and then back in account relatively quickly too.

im upset that they allowed those deposits with no intention to pay me my winnings if I was to win which I did.

they should have put a block on deposits until I got back to them with source of funds.

the photos of the withdrawals pending I showed in the original email is what I’m expecting back of the two sites linked to BGO.

now even though they have self excluded me they still haven’t processed the withdrawal

they’ve had my wage slip, photo, bank statement, proof of address, self identity check. They just want rest of bank statements from my accounts now.

my argument is that they should really just pay me the withdrawal they owe me now that I can’t go back on the site anyway. But I’ll send the statements anyway. Then see what happens

Thank you for sharing more information about your case. Please, provide all the necessary documents and let us know if there is anything new, so we can proceed with this complaint accordingly. Thank you in advance.

I submitted the statements today but haven’t heard anything back yet. As soon as I do I’ll let you know.

They are withholding my money and have allowed me to deposit to gamble after inflicting these checks.

No they won’t pay me out want me to supply gaming summaries from casinos nothing to do with them I don’t wanna deal with this anymore they are criminals, withholding my withdrawal

They allowed me to deposit £800 and £500 into the sites after these source of wealth checks were raised and when I told them about it they froze my account.

so if they ain’t gonna pay me my money they can pay me that back cos they’ve stole it

Thank you very much linhnghiem1 for your reply. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Dear linhnghiem1,

I looked at your complaint as well as the provided screenshots and I understand the situation. I’ll try my best to resolve the issue.

I would like to invite BGO Casino to join this conversation and comment on linhnghiem1’s complaint.

I’ve logged a complaint with them also

things I’m not happy with

1. ridiculous requests to process a withdrawal due to source of wealth
2. still being allowed to deposit on the sites after they set up a long and drawn out procedure that still isn’t solved.
3. making ridiculous demands that I send them gaming summaries from sites that have nothing to do with them that I’ve already told I closed down.
4. supplying bank statements from 2 different bank accounts, wage slip, photo of me, photo of my driving license, bank card, proof of address
5. asking questions like we need to see your gameplay on other sites compared to this one. How I gamble on one site is varied by game choice. i.e not going to £10 spin lucky ladys charm but might £10 spin eye of Horus. My choice my money I’ll gamble how I want too. Don’t expect to be questioned about it and if I do get questioned don’t let me deposit, don’t not pay me what you owe me
6. Self excluded me so I couldn’t access my accounts due to me just saying I was relying on these funds as I’d spent on a credit card. Expecting the £4000 plus back which I was. I blatantly won it and all the others got processed fine enough so why wouldn’t I purchase something with my win.
7. Been gambling online since lockdown and I can make my own adult choices never once been treated like I’m sat in a police station being interrogated like this in my life. Signed my life away to them over a bit of fun and it’s massively put stress into my life. I’m disgusted absolutely disgusted with these criminals.

relying on what funds! They are off there heads these lot. What the heck as it got to do with the fact they owe me 4600 plus pound wow just get the money processed.

ive told them on multiple occasions me and my partner fund the gambling. Who’s reading these emails and dealing with this case Laurel and Hardy!! It’s nonsense.

they are just making stuff up as they go along. I’ll send in 75000 pages of gaming summaries and then they’ll say they want my blood or something. It’s just gone beyond a joke this now.

anyone reading this avoid BGO like the plague

they sent this today and I’m not happy at all this is a bad casino

can you do anything to help

Thank you, linhnghiem1, for providing additional information. Please be informed, that we still have not received any response regarding your case from the casino.

We would like to ask BGO Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

They won’t come back as they are dodgy they need a bad rating

Dear linhnghiem1,

We managed to get in touch with the casino representative and unfortunately, the casino is refusing to discuss the case on a public forum and provide the necessary information. This means we were left alone in our attempt to solve this issue. Normally, in order to reach any kind of agreement, all three parts (player, casino, and mediator) need to communicate closely to achieve a mutual agreement.

Anyhow, I can assure you that the time you’ve invested in this thread won’t be wasted as before filing an official complaint with an official ADR or the Licensing Authority, you need to reach out to an independent negotiator, which you did.

Please let me know if you decide to contact the casino’s official ADR (which is eCOGRA) or the Licensing Authority and/or our assistance is needed.

Dear linhnghiem1,

We are extending the timer by 7 days. Please, be aware that in case you don’t reply in the given time frame, we will have to reject your complaint.

Yes please.

Im upset about it.

the casino was wrong for allowing me to deposit monies into 3 different sites after they initiated the source of funds check.

which was linked all to BGO.

power spins £2000

chilli spins £800

vegas luck £400

they should of froze the account not allowing me to deposit money in win or lose they wasn’t willing to send back to me.

ive had source of funds checks on other sites and they’ve still processed the withdrawals after they requested it.

They’ve self excluded me without my consent, not processed my withdrawals. Demanding ridiculous things like gaming summaries from casinos not even related to them.

ive explained both me and my partner fund the gambling and they can see that in bank statements. I play we both contribute.

requesting I’m relying on funds from other casinos to gamble with them. No I’m not.

source of funds check that they can clearly see on bank statements!

how do they know how much we win lose in the past before 3 months statements.

i place a bet if I lose I lose if I win I expect to be paid. Especially when the have already booted me off the site anyway so the checks for deposit limits are just irrelevant now anyway.

the way they have gone about it is a complete joke.

other sites set limits straight away and say to you if you wanna gamble more you have to supply source of funds.

you accept that you know where you stand!

these lot just trigger it randomly.

if they weren’t gonna pay me out don’t let me deposit monies. It’s just wrong and the way they deal with the process is just atrocious.

Dear linhnghiem1,

Since the casino is refusing to discuss the issue with us, we are not able to proceed with the investigation.

If you believe your claim is justified, I would strongly recommend submitting your complaint to the casino’s official ADR eCOGRA and/or the casino’s Licensing Authority. You can submit a complaint to eCOGRA by filling in the ADR and Dispute Mediation Form available on their website.

Please keep us posted and feel free to contact me via e-mail if you need any assistance (andrej.p@casino.guru).

Dear linhnghiem1,

Have you contacted the ADR or the Licensing Authority? I’m extending the timer by 7 days. Kindly note that in case you don’t reply in the given time frame, we will have to reject your complaint.

As we were informed by linhnghiem1 via e-mail that the complaint has been escalated to the Licensing Authority, we will now close this complaint as ‘Waiting for decision of regulator’.

Once the decision is known, we will classify the complaint accordingly.

Dear all,

As we were informed via e-mail by linhnghiem1 that after contacting eCOGRA, they have received all the funds that were held in their gaming accounts at BGO Casino, Chilli Casino, and Vegas Luck Casino, we will now close this complaint as ‘resolved’.