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

jim922

Dormant account
Joined
May 16, 2016
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!
 
Best Halloween Bonuses from Accredited Casinos

fun4all

Senior Member
Joined
Jul 29, 2014
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.
 

jim922

Dormant account
Joined
May 16, 2016
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
 

fun4all

Senior Member
Joined
Jul 29, 2014
Location
.
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

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.
 

bgoSam

Dormant account
Joined
Feb 22, 2016
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
 

Jono777

Ueber Meister
CAG
mm1
mm4
Joined
May 13, 2014
Location
Wolverhampton
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

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:
 

SlotGrinder

Senior Member
Joined
Jan 8, 2016
Location
England
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.

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 ?
 

Daniel L

Experienced Member
Joined
Apr 15, 2015
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?
 

jim922

Dormant account
Joined
May 16, 2016
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 :(
 

Harry_BKK

Dormant account
Joined
Dec 18, 2014
Location
Balcony
Should I contact the ADR as next step?

I feel I have a valid argument against the casino here

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.
 

Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
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.
 

interlog

Meister Member
webmeister
PABnonaccred
MM
Joined
Mar 29, 2015
Location
London
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.

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......
 

hedgehok

Meister Member
mm3
Joined
Jul 30, 2014
Location
Germany
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......

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.
 

Tirilej

Still a Lady
CAG
MM
Joined
Apr 18, 2009
Location
Sweden
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.

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.
 

interlog

Meister Member
webmeister
PABnonaccred
MM
Joined
Mar 29, 2015
Location
London
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.

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?
 

spintee

Ueber Meister
webby
mm2
Joined
Mar 21, 2012
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
 

SlotGrinder

Senior Member
Joined
Jan 8, 2016
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)
 

spintee

Ueber Meister
webby
mm2
Joined
Mar 21, 2012
Location
Northants
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)

a) they don't make the max bet clear enough In this case it was more than clear

b) they don't provide any checks or warnings Of course they do checks but to check every bet by every player is impossible, The warnings was in the terms,

c) they decide to just take ALL your money (with no discussion or accountability) They had lost there original deposits so thats why the casino went the route it did, They did however receive the last deposit back,

I know where your coming from and I pointed out, If it was a different situation such as the self excluded fiasco that went on or other things that the casino should of took precaution before hand, Its not fair that the player played that he could of nether withdrawn from but I cannot possibly see how thats the casino's fault
 

kavaman

Senior Member
PABnononaccred3
PABnononaccred3
MM
Joined
Dec 2, 2001
Location
finland
I happen to think the casino should return both of his deposits, because the tactics seemingly did not change, he bet on roulette, and he lost on the first account, and won on the second , where his winnings were voided. Its not a clear cut case, because well he broke the terms and conditions which were pretty clearly put out, but i think this is a win win situation for the casino , and it would be in good faith to refund the deposits.

However there are several factors in play for example were the deposits made on roughly the same date, or not a year a part for example, and did his tactics change , but if he bet similarly on both accounts.
 
Top