BGTGames...

Kelziee

Newbie member
Joined
Nov 29, 2017
Location
United Kingdom
Hi, this is my first post so bare with me....
I have been a member of BGT Games for a few months, I love the games and never had a problem depositing ect...infact it is my go to site. I never withdrawn before as never won enough but on Thursday (23rd) I decided to withdraw a large sum after a nice win. I know they take a few days and it being over a weekend so wasn't bothered it too much it was not processed. Go to yesterday Tuesday 28th and still pending. I used live chat to tell me to verify my id and they would process it that day...still nothing. I used live chat to explain this morning and got a reply of "we are always busy" when I asked the best time to call. Sorry for the long post but questions...why didnt they inform me I needed to send id? Why did it take me asking for them to tell a week later? Why am I being given answers that are either incorrect or unhelpful? How long will this actually take? I wouldnt mind normally but I am disappointed as it was a site I think it amazing and would expect the customer service to be just that to.
 

Nate

Paleo Meister (means really, really old)
webmeister
CAG
Joined
Feb 14, 2007
Location
Cyberspace
Hi, this is my first post so bare with me....
I have been a member of BGT Games for a few months, I love the games and never had a problem depositing ect...infact it is my go to site. I never withdrawn before as never won enough but on Thursday (23rd) I decided to withdraw a large sum after a nice win. I know they take a few days and it being over a weekend so wasn't bothered it too much it was not processed. Go to yesterday Tuesday 28th and still pending. I used live chat to tell me to verify my id and they would process it that day...still nothing. I used live chat to explain this morning and got a reply of "we are always busy" when I asked the best time to call. Sorry for the long post but questions...why didnt they inform me I needed to send id? Why did it take me asking for them to tell a week later? Why am I being given answers that are either incorrect or unhelpful? How long will this actually take? I wouldnt mind normally but I am disappointed as it was a site I think it amazing and would expect the customer service to be just that to.

Welcome,

Honestly never heard of them before. In any event, were you playing with a bonus and what games were you playing.

Nate
 

Kelziee

Newbie member
Joined
Nov 29, 2017
Location
United Kingdom
Bgt

I believe they are part of BearGroup and a sister site to slingo and spin genie. No it was not a bonus win. I have played with them for a while. I do not get if they are quick enough to take my money without ID then they should not decide to want it to pay out
 

Nate

Paleo Meister (means really, really old)
webmeister
CAG
Joined
Feb 14, 2007
Location
Cyberspace
I believe they are part of BearGroup and a sister site to slingo and spin genie. No it was not a bonus win. I have played with them for a while. I do not get if they are quick enough to take my money without ID then they should not decide to want it to pay out

So you were playing with Cash only? Also, you didn't say what games you were playing.

Nate
 

Nate

Paleo Meister (means really, really old)
webmeister
CAG
Joined
Feb 14, 2007
Location
Cyberspace
I was indeed playing cash only. I was playing slingo mainly...from the original post it is a site that I really enjoy.

Ok I see - Maybe give them a day or two as there was a weekend crammed in there - Might be busy because it is month end. Don't know much about their payment times. Good luck and keep us updated. If they fail to contact you or do anything in the next 2 days, then I would suggest taking an alternate route.

Nate
 

Slottery

Meister Member
PABnoaccred
MM
Joined
Aug 21, 2017
Location
Malta
Don't casinos have to verify age of UK players within 72 hours from opening account :confused: Many casinos use automated processes in these but then also if your cashout is not huge one, they shouldn't need your ID. Proof of payment method and address would be most could be needed for verification.

Did they only asked ID from you and no other documents and your account have been open over 72hours without you verifying your age by sending your photo ID (which would suggest they have been able to complete it digitally and therefore shouldn't need your ID anymore)?
 

Kelziee

Newbie member
Joined
Nov 29, 2017
Location
United Kingdom
Bgt

Don't casinos have to verify age of UK players within 72 hours from opening account :confused: Many casinos use automated processes in these but then also if your cashout is not huge one, they shouldn't need your ID. Proof of payment method and address would be most could be needed for verification.

Did they only asked ID from you and no other documents and your account have been open over 72hours without you verifying your age by sending your photo ID (which would suggest they have been able to complete it digitally and therefore shouldn't need your ID anymore)?

Correct...my account has been opened for months...never needed to verify my age or been asked for any documents whatsoever. I have been depositing with them and had no problems at all.....until I try and withdraw. Its not a crazy amount of money or I could understand why they may need to check extra details.
 

Slottery

Meister Member
PABnoaccred
MM
Joined
Aug 21, 2017
Location
Malta
Correct...my account has been opened for months...never needed to verify my age or been asked for any documents whatsoever. I have been depositing with them and had no problems at all.....until I try and withdraw. Its not a crazy amount of money or I could understand why they may need to check extra details.

I heard that there are some new compliance rules for UK players that if you withdrawal total amount reach certain point, you need to also provide physical picture of your ID, this is very new thing and been in place just little while, so apologies that my knowledge wasn't up to date. Not really sure if all casinos are still fully following this rule. I hope you got all your things sorted
 
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