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BGO voided my winnings for exceeding max bet rules, but won't return all my deposit

Discussion in 'Casino Complaints - Bonus Issues' started by jim922, May 18, 2016.

    May 18, 2016
  1. jim922

    jim922 Dormant account

    Occupation:
    self employed
    Location:
    Nottingham, UK
    I have also sent a copy of this to the BGO representative:

    Hello guys, new to this forum and I have a complaint about BGO.

    Two weeks ago, I made an account with BGO and took their welcome bonuses.

    I first deposited £50 and got a £100 bonus. After playing some slots, I think I lost all of this playing roulette, I made several bets at the table, on splits, corners and straight up bets of £5 chips.

    Annoyed with busting, I then deposited another £500 and got a £500 bonus as part of their welcome package. I then continued to play roulette, this time with ponies, covering straight up numbers, splits and corners. After again busting, I made a 3rd deposit of £500, and received another £500 bonus. Again, I made several bets with ponies on splits, corners and straight up and this time I managed to hit one of my jackpot numbers which had well over £100 on it. There was a 35 times wagering requirement attached to this bonus, and I managed to clear this playing a variety of slots, doing spins of over £100. I managed to clear the wagering requirements with a £5,000 balance in my account. I sent £2,500 for a withdrawal because I am wary of online casinos. I thought a successful withdrawal would ease my worries as I continue to play. Now that my balance is withdrawable I played some blackjack with my remaining £2,500 balance. Blackjack is one of my favourite games but many casinos dont let blackjack contribute to wagering requirements.

    A day later, I received an email that my withdrawals had been cancelled and all my winnings now void, with my initial £500 balance returned to me in my account. I had broken their terms and conditions that there can be a £10 maxiumum bet whilst there is a bonus in the account. I read their terms and it was indeed listed in it, but is not very clearly stated and difficult to read through and find it. most people would play roulette/blackjack for bigger than £10 a spin or hand and I don't understand why this wasn't more clearly listed and why I was able to bet more than £10.

    I do admit to breaking their terms and conditions, but feel it is unfair how they only void the play if the player has won, whereas they were happy to take my losing deposits of £50 and £500, even though those spins had gone over the maximum. I spoke to a gentleman called Oliver via e-mail exchanges, and he advised me that the losing bets will not be voided.

    In all honesty I am not too bothered about the £4000 I've won, but do feel it is ridiculously unfair on the casinos part where they can "freeroll" players money. If I win, they will void my winnings, If I lose, they will take my money anyway.

    I argued with Oliver via e-mail that if they were to enforce these terms and conditons, they should at least give back my entire deposit of £1,050 as I have exceeded their max bet rules for all my plays. I feel my request is a very fair one, having already let them take all my winnings. However, Oliver advised me that they will not be returning my deposit.

    I hope I have clearly explained myself, any advise on this matter is greatly appreciated!
     
  2. May 18, 2016
  3. fun4all

    fun4all Senior Member

    Occupation:
    .
    Location:
    .
    The max bet rule on bgo is clearly displayed, its your own fault. I am sorry but you lost this time. I agree with BGO's stance.
     
  4. May 18, 2016
  5. jim922

    jim922 Dormant account

    Occupation:
    self employed
    Location:
    Nottingham, UK
    Yeh of course, I didn't read all of the terms and conditions when I signed up, otherwise I wouldn't have made these big bets and probably wouldn't have played at this casino. However I wouldn't say they are clearly stated as its well hidden in the terms and conditions.

    My argument is that my entire deposit of £1,050 should be returned to me if they are to enforce the terms and take my winnings? I am not asking for my winnings back
     
  6. May 18, 2016
  7. fun4all

    fun4all Senior Member

    Occupation:
    .
    Location:
    .
    The term is not hidden on BGO it is quite clear, make no mistake it is you that messed up there. There is no deception from BGO.

    Here is a good tip for your argument, ask the rep for details of their ADR (alternative dispute resolution) service. They HAVE to give them to you. Contact ADR with your argument, I think there is a chance you might get all your deposits back. You can ask normal CS for details of the ADR also, it will also be in their t and c.

    Don't accuse BGO of having a "hidden" term to the ADR though, that was entirely your sloppiness.
     
  8. May 19, 2016
  9. bgoSam

    bgoSam Dormant account

    Occupation:
    Casino Manager
    Location:
    London
    Hi, I will reply to your PM.

    Thanks,
    Sam
     
  10. May 19, 2016
  11. Jono777

    Jono777 Meister Member CAG mm4 mm1

    Occupation:
    Self- Employeed
    Location:
    Wolverhampton
    WOW! a brand new, shiny BGO rep, welcome :D
     
  12. May 19, 2016
  13. bgoSam

    bgoSam Dormant account

    Occupation:
    Casino Manager
    Location:
    London
    Thanks - I know we haven't really had a presence of late, but I'm fairly new to the company and want to change that so feel free to PM me if anyone ever has any issues.

    Sam
     
    1 person likes this.
  14. May 19, 2016
  15. Jono777

    Jono777 Meister Member CAG mm4 mm1

    Occupation:
    Self- Employeed
    Location:
    Wolverhampton
    Cool :D

    was not a 'pop' for the lack of forum presence, was a genuine welcome.

    I make the odd deposits @ BGO and I know a handful of others here do too.

    Not anticipating any problems but good to know someone is here to help :thumbsup:
     
  16. May 19, 2016
  17. SlotGrinder

    SlotGrinder Senior Member

    Occupation:
    Poker Player
    Location:
    England
    So you agree that BGO should allow the player to make bets and if he loses then take his money and if he wins then say "Ah Caught you! You didn't read our terms properly so now we don't have to pay you your winnings ! "

    Seriously , casinos are allowed to get away with way too much of this s*%* and players are even endorsing it ??

    How about when the player goes to make his bet a message pops up that says "WARNING , THIS BET EXCEEDS THE MAXIMUM ALLOWABLE WHILST PLAYING WITH BONUS MONEY ! " And just not allow the bet...

    Instead they put the onus on the player to avoid the pitfalls .. ok you might conscientiously study the T&C's and of course that is the smart thing to do but it just shouldn't be that way . Casinos have an edge in the games they offer . They restrict the max bet to prevent bonus abuse . If you are going to restrict the max bet then RESTRICT it . Don't just make it 14b) on your bonus terms and then let the player bet whatever he wants until he wins

    Same with all the other s*%* they try . Allowing deposits and play and then disputing withdrawals for multiple reasons , requiring ID (only if you win of course) , delaying cashouts , reversable withdrawls blah blah blah the whole industry has a ridiculous imbalance of power .
    They're not offering us a service - we are gambling on their sites with a negative expectation so why all the other greedy bs ?
     
  18. May 19, 2016
  19. Daniel L

    Daniel L Experienced Member

    Occupation:
    Full Time
    Location:
    London
    I hear what you are saying Jim & I think it's a very valid point, like you say these are win win situations for BGO & the only reason you got the last deposit back was because you had won.

    This may not be possible to implement but can Casino's not set your account to only bet 'x amount' as maximum, whatever that should be, whilst your account is using the bonus funds?
     
  20. May 19, 2016
  21. jim922

    jim922 Dormant account

    Occupation:
    self employed
    Location:
    Nottingham, UK
    Sam the representative just got back to me, and he discussed it with Oliver at BGO and they said that I won't be getting my initial deposits back :(
     
  22. May 19, 2016
  23. jim922

    jim922 Dormant account

    Occupation:
    self employed
    Location:
    Nottingham, UK
    Should I contact the ADR as next step?

    I feel I have a valid argument against the casino here
     
  24. May 19, 2016
  25. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    2 options:

    - ADR - you have nothing to lose. I would at least try.
    - PAB here at CM, BGO is accredited hence they will discuss your case with CM. However, CM is not their designated ADR.
     
  26. May 19, 2016
  27. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    You're welcome to PAB, but you've broken their terms and conditions, so I'm not sure you are wanting us to do.

    As for a message popping up disallowing your bet if your betting size is too high, the software is unable to do this since the servers are not set up to do this - and it just can't be done. This was explained in detail when I was visiting the Rizk office a few weeks ago.

    Since the gaming software is hosted elsewhere, it is not programmed to "see" the bonus limits. When a player spins, it detects the funds in the account and issues the random number for the game, and that's it.

    Bonus terms are to be read and followed. If you can't bother with them (like me - I rarely if ever play bonuses), don't accept them. You'll have a much hassle free experience.
     
    3 people like this.
  28. May 19, 2016
  29. interlog

    interlog Senior Member MM webmeister

    Occupation:
    Manager
    Location:
    London
    Not so sure about the bolded bit Bryan. Videoslots, as an example, has a setting in the responsible gaming section where you can set a max bet per spin. If you select an amount higher than that, it will not let you make the spin.

    So I am guessing where there is a will there is a way......
     
    2 people like this.
  30. May 19, 2016
  31. hedgehok

    hedgehok Senior Member mm3

    Occupation:
    self-employed
    Location:
    Germany
    But isn't the max bet at Videoslots restricting your bet no matter if you play with a bonus or with cash? I think the problem Bryan is referring to is that the game-providers server is unable to distinguish between cash and bonus funds of the casino operator. As long as you have enough funds to place the bet it will be executed.
     
  32. May 19, 2016
  33. Tirilej

    Tirilej On a Break

    Occupation:
    Breathing
    Location:
    Sweden
    That's true. Every player still have to read the rules to decide how high or low the max bet should be.
    To give us to possibility to set one every casino should do though.
     
    1 person likes this.
  34. May 19, 2016
  35. interlog

    interlog Senior Member MM webmeister

    Occupation:
    Manager
    Location:
    London
    Yes it does. However, I think it works in such a way that Videoslot's software checks the bet size before it is sent to the remote game server.

    Surely the software knows whether a bonus is played with and it can surely be programmed to set the max bet at whatever the T's and C's say?

    I mean, it is only a database query after all to check whether the "bonus active" table (or the equivalent) is set to yes or not?
     
    1 person likes this.
  36. May 28, 2016
  37. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    Wow so glad to see a rep on board as I do like BGO and have a small deposit now and than, They also got alot of promo going on and some good offers,

    Back to business, I agree to disagree, I would normally decide with the player on occasions like this, Taking deposits, braking the rules but let you carry on deposits untill you win, BUT this is abit different than the self exclude and not knowing where you supposed to be excluded from, Or no rules telling you this, Also the casino can not keep track of every individual player
    But on this occasion as bad as it seems you clearly broke the terms, Nothing was hidden and rules are clear,

    You said your self is it fair the casino can free roll of you? Well is it fair you can free roll of the casino? If the casino decides to give you all the money back than the casino is at a loss, They do incur charges when transactions take place,

    I do feel for you and the original deposits, But remember you had lost them deposits anyway, Yes it may feel as if they took your money and you had no way to win from them but again there was no hidden rules,

    It would be different if they kept original deposits for such reason like self excluded from another site and you had no way to know this,
    But on this occasion you should count your losses
     
    2 people like this.
  38. May 28, 2016
  39. SlotGrinder

    SlotGrinder Senior Member

    Occupation:
    Poker Player
    Location:
    England
    They already took his winnings though ^^ so they are hardly "at a loss"

    If a player breaks bonus T&C's then maybe he should be punished financially to a fair level but just taking all his money if he wins and saying nothing if he loses... this is "accepted" malpractise by casinos . Malpractise because a) they don't make the max bet clear enough b) they don't provide any checks or warnings and c) they decide to just take ALL your money (with no discussion or accountability)
     

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