Casino won't talk

[hardwell24]

Hello everyone, I'm new here. I would like to ask for several question about complaining casino.
I never expected that this would happen to me and I would have to look for help on forums like this.

Last Friday I decided to play at one of the licensed British online casinos and making three deposits totaling 8,000£ that evening ended the evening with a balance of £ 11,400£ which on the same day requested withdrawal all money to my bank account. Moments after I received an email from the casino in which they want to check my source of wealth anti-money laundering and the legitimacy of the funds at my disposal. They wanted me to present them my source of income, bank card and bank statement, after the casinos confirmed the documents they also added " payslip you have provided does not cover the amount you have deposited " and gave me questions about transaction on my bank statement about my personal life and presenting various bank statements from different months.

After answering all questions in detail and honestly and not receiving any response by email my account has been frozen ( it wasnt for previous 5 days)
I decided to write to the official support in a live chat about why my account has been frozen, delayed withdrawal and why he doesn't get any email reply "decision by management i cannot comment on this" after a while I received email from support about the fact that my account was permanently closed will not be entering into further correspondence with regards to this matter . Another attempt to contact the live suppor , agent finished chat as soon as I asked about my account and withdrawal funds and wishing me a good days without chance for any answer because chat was ended. I'm sure I haven't broken any terms and condition policy and especially those regarding legal money.

Browsing various websites and forums, I found information about ADR which allows mediation and choose eCogra
I would like to ask if I can do anything in this situation or wait for the ADR to be answered?
Is it worth contacting the casino further if an official complaint has been sent to ADR?
What if ADR issues a positive application to the casino?

I would be very grateful for any advice and tips.

Regards













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[Nate]

Sorry to hear about your issue.

Source of Wealth seems to be a sensitive issue at the moment and many online casinos have been taken to task by the UKGC.

Which casino was this and did you only play with cash?

Nate

 

[Borgie]

Have they refunded your deposits?

 

[hardwell24]

Sorry to hear about your issue.

Which casino was this and did you only play with cash?

Nate

Yes , I played only with my own cash at bgo.com

Have they refunded your deposits?

Nothing at all .The worst part is that I have no idea what's going on and can't defend myself with proving my not guilty

 

[lotusch]

They should at least give you back your £8000.
If they do not want to accept and void your bets.

 

[colinsunderland]

They should pay your winnings try contacting the rep

 

[hardwell24]

They should pay your winnings try contacting the rep

Every time I wanted to talk to a manager I was just ignored and I have not received any information on my questions.

 

[Borgie]

Every time I wanted to talk to a manager I was just ignored and I have not received any information on my questions.

Which casino is it ?

 

[mack341]

Which casino is it ?

I think he said BGO

 

[mack341]

I highly doubt all these checks would be requested had you bust out the 8K...the casinos are making a mockery of this SOW regulation imo.

With this SOW system the UKGC require where is the balance, they add up the payslips and say it's not enough for the deposits, but what if you have built up some savings from your wages over the years, how far are they going to want to go back - 10 years?

It's gonna to be safer for dodgy people to use a credit card to deposit and pay that off, the sow is then the credit card company

 

[colinsunderland]

I would still try to contact the rep here @Rebecca_BGO but don't know what sort of response you will get.
Unless something has changed recently (@maxd ?) you are wasting your time with a PAB as they refuse to discuss them, should they not be removed from the accredited list for this @Casinomeister ?

 

[Steviedoo]

they’re still on accredited list I was just about to recommend PAB.

 

[Borgie]

I would still try to contact the rep here @Rebecca_BGO but don't know what sort of response you will get.
Unless something has changed recently (@maxd ?) you are wasting your time with a PAB as they refuse to discuss them, should they not be removed from the accredited list for this @Casinomeister ?

As she's not been here since September which is appalling she's unlikely to respond. @LadyJelena can you help ?

I agree accreditation needs reviewing.

 

[hardwell24]

Which casino is it ?

BGO

if you have built up some savings from your wages over the years, how far are they going to want to go back - 10 years?

This is what I wanted to present to the consultant during the live conversation but I have not received a satisfactory answer from the operator who just wrote that they are required to check everything about my income.

they’re still on accredited list I was just about to recommend PAB.

I would not be surprised if they want to talk only through their ADR


Thank you for all answers I really appreciate that.

 

[mack341]

They can't just return the deposits given the nature of the allegation if you think about it, it's got to be escalated by them if they believe there is significant doubt over the source of funds, if not they've got to pay the winnings, it's an either/or situation.

And It can't be a simple determination by the adr that you 'lose' your case and that's the end of the story, if they find against you it surely has to then go to another (police/authority/banking) body to look into, and they will have no vested interest towards favouring the casino so that they don't have to pay out some winnings.

I think you said your account is frozen, which is right so that the withdrawal cannot be reversed and lost.

[Thinking about it, should it not be referred directly now to the relevant authorities rather than ecogra, unless they have a better understanding of SOW and what the UKGC require than the casino.]

We're in untested waters here I feel.

 

[colinsunderland]

If its affordability, they can't withhold the funds. If its AML then they should have stated thats what the request was for, and then they need to either pay or submit a SAR to the authorities, in which case they can't release any funds until the authority gives the go ahead.

 

[irish-ranger]

They can't just return the deposits given the nature of the allegation if you think about it, it's got to be escalated by them if they believe there is significant doubt over the source of funds, if not they've got to pay the winnings, it's an either/or situation.

And It can't be a simple determination by the adr that you 'lose' your case and that's the end of the story, if they find against you it surely has to then go to another (police/authority/banking) body to look into, and they will have no vested interest towards favouring the casino so that they don't have to pay out some winnings.

I think you said your account is frozen, which is right so that the withdrawal cannot be reversed and lost.

[Thinking about it, should it not be referred directly now to the relevant authorities rather than ecogra, unless they have a better understanding of SOW and what the UKGC require than the casino.]

We're in untested waters here I feel.

Hold on here these SOW checks are a requirement of the UKGC licence requirements?
If so and they suspect fraud why is it not passed to the U.K. authorities to investigate.
How the hell is it fair for them to say failed SOW and we are keeping your money which in its self is theft under U.K. law.

 

[mack341]

Hold on here these SOW checks are a requirement of the UKGC licence requirements?
If so and they suspect fraud why is it not passed to the U.K. authorities to investigate.
How the hell is it fair for them to say failed SOW and we are keeping your money which in its self is theft under U.K. law.

I agree, in my long winded way I was trying to say the same thing

I can't see how an adr can determine fraud cases, that's for the law, unless the casino are plainly applying a too stringent test and the adr can assure them, it's almost like the casino passing the SOW test determination to the ADR

 

[hardwell24]

According to what is written on their ADR website, I have the right to show the casino evidence of my guilt
also somehow they have to show that they have evidence of my deception (which I am sure will not happen because it does not exist). I would be very surprised if ADR would agree with the casino but if this happens then where should I go/do next?

 

[mack341]

If it was me I would send an email to the ukgc to inform them of your case and keep them in the loop by cc'ing email correspondence to and from the casino/adr.

 

[spiker1977]

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[colinsunderland]

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Unless things changed recently, BGO refuse to take part in the PAB process, so its a waste of time.

 

[JohnSnow]

Jesus Christ even casino's under UKGC license are fucking over people. MGA, UKGC what the fuck is wrong with these authorities?? They are supposed to be here for the players. Online casino's will feel the pain eventually when they have to shut down one by one..

 

[LadyJelena]

@EveBgo is our latest BGO rep

 

[irish-ranger]

If it was me I would send an email to the ukgc to inform them of your case and keep them in the loop by cc'ing email correspondence to and from the casino/adr.

Correct I’d also include action fraud cos that’s what this amounts to weather your guilty or not..