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BGT Games withdrawal denied

Discussion in 'Casino Complaints - Non-Bonus Issues' started by lukeju872, May 4, 2018.

    May 4, 2018
  1. lukeju872

    lukeju872 Newbie member PABnonaccred

    Hi all,

    I am new to this site, so apologies if I am posting in the wrong forum. I opened a new account and made two deposits of £50, totalling £100 on bgt games, I then proceeded to withdraw £180. The next day I was advised my account had been closed due to myself having been self excluded on another account. They said that I would not be getting my deposit refunded nor my withdrawal honoured, thus getting £0. I don't understand how a casino can do this, surely they have to do one or the other?
  2. May 4, 2018
  3. lukeju872

    lukeju872 Newbie member PABnonaccred

    Please see conversation with bgt livechat, unfortunately I can't find the initial response:

    david (Bear Group)

    Apr 23, 18:12 BST

    Dear player

    As stated in my previous email to you, we take every reasonable measure to ensure excluded players are unable to register and play. However, the responsibility has to lie with the player themselves to ensure that this does not happen. You, yourself, must be liable for any losses, howsoever caused, if you decide to register an account with a casino group from where you are already excluded. By registering accounts on X-Factor Games and BGT Games with sufficiently different details, you have been able to circumvent the security verification procedures we have in place. The address on the X-Factor Games account is zxy, whilst the address on your BGT Games account is xyz.

    Due to the very nature of the security verification process and the number of new registrations we receive, it is not possible for us to go through and manually check all accounts to ensure no terms or conditions have been breached during the registration process. There has to be an automated system in place which is user-friendly and allows the customer to register and play. This is why all customers are required to confirm they have read, understood and agree to abide by, our terms and conditions before the registration process is complete. If our rules were followed this situation could have been avoided. Unfortunately, we stand by our decision and your withdrawal cannot be paid. No further correspondence will be entered into regarding this matter and you should seek alternative counsel if you wish to escalate this matter further.

    Kind Regards

    Customer Relations


    Apr 23, 16:09 BST

    This is a follow-up to your previous request You must register/login in order to see the link. "Account Closure"

    Thanks for your reply. I'm unable to accept your response as satisfactory. If I had deposited on your site and lost all of my money then I would be much more likely to agree with what you're saying. However this was not the case, I deposited £100 and withdrew £180. Could you please tell me a scenario in this incident where if I win money I ever get money back, because the way you describe it, whatever I deposit I lose, regardless of if I win or not. Which is classified as stealing. I would hope on this occasion you could follow the gambling commissions terms and conditions, which is to offer refunds when players deposit after self excluding.

    Kind Regards,
    Last edited by a moderator: May 7, 2018
  4. May 4, 2018
  5. brianleeporter

    brianleeporter Experienced Member

    Am sure UKGC rules state you get you’re deposits back?

    I’ve had mine back from a casino before similar to a problem like this.

    Do you know what other casino you have self excluded from hat is linked to BGT?

    Am sure other people on here can give you more information.
  6. May 4, 2018
  7. greylady

    greylady The more I learn, the less I know

    Little Minx :-)
    Remind them that Leo Vegas was fined £627,000 for failing to return funds to customers who had “self-excluded” and you intend to take the matter further.

    They are circumventing the rules by stating they could not 'reasonably' have expected to identify you due to the change of address.
    RichyJ75, goatwack and snorky510238 like this.
  8. May 4, 2018
  9. RichyJ75

    RichyJ75 Silly Member PABnonaccred

    Dogsbody and personal servant to my kids
    United Kingdom
    Look up and possibly quote rule 3.5.3 parts 1, 5 and 6 of the Licence Conditions and Codes of Practice with the UKGC. I think you will find it is the operator's responsibility to adhere to their licence conditions!
  10. May 5, 2018
  11. snorky510238

    snorky510238 Chief glockenspiel maker

    Amazing how casinos are to busy to go through verification when you sign up and deposit yet when it comes to paying out they have time to go through things with the finest toothcomb looking for and finding the tiniest excuse to avoid doing so.
    lukeju872 and goatwack like this.
  12. May 7, 2018
  13. vinylweatherman

    vinylweatherman You type well loads CAG MM

    STILL At Leisure
    United Kingdom
    Well, they found the self exclusion at withdrawal despite the different addresses, so they can't argue that it was "too difficult". The UKGC will require them to refund deposits. This isn't even a case of a player trying it on by using the system to get a "free ride" by mentioning their self exclusion only when they have lost.
    The recent Leo Vegas fine should be a lesson to others, but it seems it's not being taken seriously. Issues involving RG cannot go to an ADR, they have to be referred to the UKGC, who are likely to fine the casino if they feel the license conditions have been broken.
    Quoting chapter and verse the relevant legislation often does the trick as it tells the casino this isn't a player who will simply walk away accepting the casinos' answer as final.
    snorky510238 likes this.
  14. May 7, 2018
  15. snorky510238

    snorky510238 Chief glockenspiel maker

    "Prevention is better than cure".Surely it's not that difficult for a group that has God knows how many casinos within it to have something in place that would flag up when a self excluded player tries to sign up and deposit at another branch. I mean someone with the same name and date of birth might be a little unusual surely wouldn't be that hard to check that 1 along with other other mandatory information you have to give. By the same token if a player has given false information or gone to great lengths to deceive a casino they too should be held accountable.
    goatwack likes this.
  16. May 7, 2018
  17. SpinUk

    SpinUk Senior Member MM PABnonaccred

    Charge back circumstances if they don’t - costs them £650 regardless of if its justified or not, which in this case it would be.
  18. May 7, 2018
  19. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Just an admin note that I have removed the player's name and addresses from the initial post. Please be aware that posting your full name in a public forum is never a good idea.

    And if you were self excluded, why are depositing and playing? :what:
    Last edited: May 7, 2018
  20. May 15, 2018
  21. lukeju872

    lukeju872 Newbie member PABnonaccred

    I really appreciate everyone's help on this matter. I can confirm that BGT have now refunded the £100.
    Kind of sad that it has taken me all of this just to get the refund. Lesson learnt, I won't ever touch this operator ever again, I suggest everyone else does the same.

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