BGO Casino - Player’s winnings from bonus play have been forfeited.

DO NOT GAMBLE WITH BGO IF YOU WIN THEY WILL JUST STEAL MOST OF YOUR WINNINGS FROM YOUR BALANCE.

Google; bgo.com - Our commitment to Fair Play. You will see an advert featuring Verne Troyer, NOTE THE TERMS OF THIS ADVERT

They are all lies, they do not adhere to this advert. THEY STOLE £850 FROM MY BALANCE

They do not adhere to various acts and rules. They have been fined £300,000 for misleading promotions and they are still at it.

Dear David,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please, could you specify which exact bonus you redeemed? I would like to read the bonus T&Cs.

I see the message in your attachment "Remove pending winnings bonus funds due to Cancellation, expiry or redeemption". Is there any chance that you didn’t finish the wagering requirements on time?

Have you tried contacting the casino regarding this issue? Please forward any relevant communication between you and the casino to kristina.s@casino.guru (or, alternatively, post it here), if there is any.

I will be waiting for your reply patiently. Thank you in advance.

Best regards,

Kristina

Event (refer to BGO advert bgo.com - Our commitment to Fair Play. You will see an advert featuring Verne Troyer, note the terms in this advert. I can send a DVD if required)

I have been playing BGO game starburst for a week or more, from time to time they offer free spins but only if you deposit a certain amount, I accepted the offer a few times, I had viewed the advert featuring Verne Troyer it is very clear from the advert you keep your winning so I staked £20 of my own money for this promotion spins are a bonus, (the bonus was only £15) they are not free because you had to stake to get them. I had completed the staking requirement of 65x on the 28th April 2020 my total stood at approximately £1,100 the system would not let me withdraw it, next time I logged on to withdraw it had been reduced by some £850 to £250

My account showed the following.

Removing casino bonus pending winnings - Remove pending winnings bonus funds due to Cancellation, expiry or redeemption £850.91

BGO reply.

The maximum you can win from the Free Spins won from the Mega Wheel is £10 for every 10 Free Spins. The maximum you can win from the Free Spins winnings after completing wagering requirements is £250

Not what it says in their advert.  

BGO CANNOT ADVERTISE ONE THING AND DO SOMETHING ELSE.

Hello David,

I've checked the BGO Casino website, but I cannot find this offer, I apologize. I only found their Welcome offer up to 500 free spins and I found this is in the bonus contidion to Welcome offer:

"The maximum you can win from the Free Spins won from the Mega Wheel is £8 for every 10 Free Spins. The maximum you can win from the Free Spins winnings after completing wagering requirements is £150."

Could you please specify better which bonus you redeemed? Please note that bonuses (especially free spin bonuses) come with a maximum cashout, but I agree with you, that it should be always stated in the Bonus T&Cs, so you as a player are informed and prepared for this fact.

Before playing i viewed an advert featuring Verne Troyer it can found on the internet. It is 100% clear. BGO cannot avertise one thing and do another it is against the law. If they do not pay me I will take them to court. Can you advise me do they have a UK mainland address? do you have the email address of their chief executive? BGO do not answer me. I have a transcript of BGO advert fair play featuring Verne Troyer as follows.

 Ladies & Gentlemen, as the boss of BGO I’m here today to make a very important announcement about some big changes coming to your casino. As of now, there are no more wagering, maximum bets or max win requirements on ANY bonus issued at BGO.com not now not ever! This makes us very different to any other online casino and that we now trust players to enjoy our bonuses in good faith and we allow you to withdraw what you win no questions asked. Bonuses sound great, get free money or free spins to get you playing, but every casino has terms which are designed to protect the casino from losing. From now on BGO will no longer require you to adhere to the usual industry restrictions. I feel it it’s fair to allow you to withdraw your winnings on any bonus issued so now you can bet what you like and if you win it’s yours.

Then it goes on about customer service. 

Hello David,

I found the commercial you were referring to and it is from 2017. Although I understand your frustration, and the casino should promote only truthful information, you always have to check the casino's General and Bonus T&Cs as well to find out valid information.

Casinos try to design their bonuses to be as attractive as possible, however, the T&Cs always prevail. Please do not hesitate to contact me if there is anything else, I could do for you in this matter, otherwise, I will be forced to reject your complaint. Thank you for your understanding.

max win requirements on ANY bonus issued at BGO.com not now not ever!

Not ever is the wording they have used.

I would not have played had it not been for this advert, if it did not apply they should have taken the advert down, so it could not be viewed.

I will take this up with other sources, its is dishonest.

Do you know if they have a UK mainland address, I will issue proceeding in a small claims court.

This advert is still live. and it clearly says NOT NOW NOT EVER after viewing the terms in the advert why would anyone look for other terms in their very some print. Looking at other complaints on the net I am not the only one they have done this to.

Full details of what happened.

I first signed up with BGO after viewing an advert featuring Verne Troyer it is very clear from the advert you keep your winning and there are no restrictions as regards to bonuses and free spins.

Transcript of BGO advert fair play featuring Verne Troyer

Ladies & Gentlemen, as the boss of BGO I’m here today to make a very important announcement about some big changes coming to your casino. As of now, there are no more wagering, maximum bets or max win requirements on ANY bonus issued at BGO.com not now not ever! This makes us very different to any other online casino and that we now trust players to enjoy our bonuses in good faith and we allow you to withdraw what you win no questions asked. Bonuses sound great, get free money or free spins to get you playing, but every casino has terms which are designed to protect the casino from losing. From now on BGO will no longer require you to adhere to the usual industry restrictions. I feel it it’s fair to allow you to withdraw your winnings on any bonus issued so now you can bet what you like and if you win it’s yours.

Then it goes on about customer service. 

I have a DVD of the advert to prove the transcript.

I had been staking on the game starburst for a week or more accepting the bonuses/free spins mostly lost had a few small wins that BGO paid out

On the 27/28 April 2020 I staked £20 of my own money for a bonus (the bonus was only £15) they are not free because you had to stake to get them. I had completed the staking requirements of 65x for the bonus on the 28th April 2020 my total stood at approximately £1,100 the system would not let me withdraw it, contacted BGO

Message from BGO

Thank you for taking the time to contact us.

I have located the stuck game round and closed it for you, you should now be able to withdraw. 

Please do not hesitate to contact us if we can assist further.

Kind regards,

Paul

Next time I logged on to withdraw it had been reduced by some £850 to £250 as below.

Time

Description

Amount

28 Apr 2020

09:26:15

Removing casino bonus pending winnings - Remove pending winnings bonus funds due to Cancellation, expiry or redeemption

£850.91

I withdrew the £250 and contacted BGO again to find out about the missing £850, I was in for a shock.

Message from BGO

Thank you for taking the time to contact us.

Having reviewed the promotion you took part in, this had a maximum redemption of £250, which upon the wagering completion you have redeemed. 

Please do not hesitate to contact us if we can assist further.

Kind regards,

Paul

I contacted BGO again pointing out this is not in there terms and conditions.

Message from BGO

While you have correctly noted that this is not detailed in the main website Terms & Conditions, as detailed in these terms, the specific terms of the promotion do always apply

I can see you're referencing the standard terms and conditions. I will include the promotions terms and conditions for you below and the maximum win is stated under section 10 (highlighted in red for you).

The maximum you can win from the Free Spins won from the Mega Wheel is £10 for every 10 Free Spins. The maximum you can win from the Free Spins winnings after completing wagering requirements is £250.

I certainly would not have played under those terms. This is contrary to the advert featuring Verne Troyer

These T&C are one sided/unfair if you win and your balance goes over £250 BGO removes the excess, although you have staked your own money. You can never have a withdrawable balance more than £250 regardless of how much you have staked. This gives BGO a near certain profit with a liability of only £250

This is against the law BGO cannot promote one set of rules in their advert featuring Verne Troyer and if you win, produce another set and remove most of your winnings from your account.

Please cancel BGO have paid

David, thank you for letting me know, I am closing the complaint. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.