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I feel BGO are acting unlawfully!

Discussion in 'Online Casinos' started by Chipkin9, May 29, 2014.

    May 29, 2014
  1. Chipkin9

    Chipkin9 I'm not a Senior

    Occupation:
    Between Jobs
    Location:
    Tyrone, Ireland
    Hi CM.

    I signed up with BGO around 2 months ago and accepted their deposit bonus.

    I sent my documents and after just 9-10 spins I was logged out and had my account suspended.

    The documents I sent were a Birth Certificate, 2 Letters of Address and a Medical Card. At this time I had no Photographic ID as I don't travel or drive.

    I felt these documents should have been sufficient enough evidence of my ID but Warren from BGO was adamant that without Photo ID my account would be locked indefinitely!

    Fast forward 2 months later and I have finally obtained photographic ID and forwarded to BGO to finally get access to my deposited money and I receive this Email from good old friendly (take the piss) Warren.

    "Hi Paddy,


    Thank you for your email, sorry but we must have correct documentation for ID purposes, as per the rules of our gaming licence. Do you not have a valid utility bill for the address registered on your bgo account? gas, water, electric or home land line phone bill. Mobile phone bills are not accepted. Council tax statement can also be accepted.

    Obviously we would like to update your account for you as soon as possible, but without the correct and acceptable documents this will not be possible.




    If you have any further questions please do not hesitate to contact us.


    Kind regards,

    Warren
    The bgo team"


    This is definitley acting unlawfully after the whole fuss BGO made over Photo ID, and then me going entirely out of my way to obtain it only for BGO to still insist on more pointless documents.

    I have proven my ID to BGO with: 2 letters of address, Medical card, Birth Certificate and an Electoral Identity Card, and yet they will still not unsuspend my account.

    Now they are insisting on a "utility bill" which I don't have, as:

    A) We don't have to pay for water where I live.
    B) Electricity is topped up by card
    C) Oil heating is bought when required

    Hence no need for "utility bills".

    I have sent them TWO letter of my address for Christ's sake and one was from the Housing Executive.

    What more can you ask for?

    I am really pissed off at BGO for this kind of casino behaviour.

    What say you CM?
     
  2. May 29, 2014
  3. Tirilej

    Tirilej Still a Lady CAG MM

    Occupation:
    Breathing
    Location:
    Sweden
    2 people like this.
  4. May 29, 2014
  5. Chipkin9

    Chipkin9 I'm not a Senior

    Occupation:
    Between Jobs
    Location:
    Tyrone, Ireland
    Actually I haven't no, I am somewhat of a Newbie around here, and don't know all the Casino reps, but I am glad to be here at CM where alot of people like yourself do ;)

    Thanks Tirilej, I am not sure if he can do much, but it can't hurt to try.

    Thanks!
     
    1 person likes this.
  6. May 29, 2014
  7. carlisleboy

    carlisleboy Dormant account

    Occupation:
    Railway Worker
    Location:
    UK
    I've never been a fan of having to send in documents, but to be fair it does tell you what you require in the t&c's.

    It can be difficult as for instance most of my bills are now paperless and I don't have a driving licence, luckily though I do have a passport, but also know people who don't.

    I prefer casinos which can auto verify, but they are few and far between it seems. Perhaps it should be mandatory for casinos to verify players before they are allowed to play.
     
    2 people like this.
  8. May 29, 2014
  9. chuchu59

    chuchu59 gambling addict CAG PABnonaccred

    Occupation:
    EXECUTIVE
    Location:
    SOMEWHERE IN ASIA
    You may be pissed off but in my opinion they are not acting unlawfully. You might think the documents are pointless but if its a formality to ask for such of course they will ask for such.

    I guess you need to explain your situation to them and compromise on a set of acceptable documents that you can obtain. 'Utility bills' for documentation is very common.
     
    2 people like this.
  10. May 29, 2014
  11. Chipkin9

    Chipkin9 I'm not a Senior

    Occupation:
    Between Jobs
    Location:
    Tyrone, Ireland
    Perhaps the title with "unlawfully" in it; is overstretching a little, I agree.

    But I have now sent BGO 2 letters with my address on them and one was from the housing executive, a Birth Certificate, Medical Card and an Electoral Identity Card (Photographic ID).

    This is far more than sufficient for verification.

    There is no need for "Utility Bills" in my house hold, as I have explained that gas/oil is bought cash in hand and electricity is prepaid by card; therefore I don't receive "Utility bills".

    Maybe it's not unlawful but it certainly is bad Casino Practice imo, especially after all the correct and valid documentation I have sent them.

    What more do they want? Me to send them my DNA? ;)
     
  12. May 29, 2014
  13. Freeman

    Freeman Experienced Member

    Occupation:
    .
    Location:
    Sweden
    The ID-process can be a pita sometimes, especially without bills, but in most cases it can be sorted out. In some cases I've sent letters from my bank or something trustworthy instead, photographed or scanned with my ID placed on it (not covering my address).
     
    1 person likes this.
  14. May 29, 2014
  15. smokeeye

    smokeeye Experienced Member

    Occupation:
    Salesman
    Location:
    Norway
    Are they still holding on to your deposit? I'd sent Paul (the rep) a message either way as mentioned above.
     
    1 person likes this.
  16. May 29, 2014
  17. Chipkin9

    Chipkin9 I'm not a Senior

    Occupation:
    Between Jobs
    Location:
    Tyrone, Ireland
    Yep :(

    Account still suspended and funds still being held.

    I have taken the advice of tirilej and PM'd Paul, I am just waiting for a response and hopefully everything can be cleared up without further ado :).
     
    1 person likes this.
  18. May 29, 2014
  19. Chipkin9

    Chipkin9 I'm not a Senior

    Occupation:
    Between Jobs
    Location:
    Tyrone, Ireland
    Do you ever notice that ALOT of casinos don't mind taking your deposit 1st and THEN asking for documents?

    I find issue with that, especially when you find yourself in a powerless position without having a bank account or photo ID.

    I also agree that Casino's should ask for verification before accepting deposits, because players that were in my position find they can't even withdraw their own money from these casinos as the casinos hold it until the proper documents are sent. I feel that accepting deposits 1st and asking for documents later is also bad casino practice.
     
    1 person likes this.
  20. May 29, 2014
  21. Tirilej

    Tirilej Still a Lady CAG MM

    Occupation:
    Breathing
    Location:
    Sweden
    That's not fair. It's your own responsibility to be able to verify yourself wherever you play.
    If you have problems with documents then make sure you will be able to cash out before you play.
    You know the rules, and you know that there isn't a single casino that doesn't ask for documents sooner or later.

    Some casinos do require you to send documents first but most does not since that would make them lose customers. We are not patient people. We want to play this second and not later, so we go where there are no hassle.
     
    3 people like this.
  22. May 29, 2014
  23. Chipkin9

    Chipkin9 I'm not a Senior

    Occupation:
    Between Jobs
    Location:
    Tyrone, Ireland
    That's a fair observation :thumbsup:

    However I am yet to see a Casino that asks for documents before letting you deposit.
     
  24. May 29, 2014
  25. paul@bgo

    paul@bgo Dormant account

    Occupation:
    Operations Manager
    Location:
    Norwich, UK
    Hey All,

    Speaking to Chipkin about this so hopefully be sorted soon. On the wider KYC subject, sadly it's a legal process we're obliged to go through. We try to do our best to make this seamless and a lot of people don't even know what happens in the background, we often only request documents when our automated (and very expensive) checks can't confirm enough information for us.

    It's part of our license regulations and we intend to follow the rules. I can't really say much more than that. I appreciate it is annoying but we don't make the rules :|

    Cheers
    Paul
     
    8 people like this.
  26. May 29, 2014
  27. Chipkin9

    Chipkin9 I'm not a Senior

    Occupation:
    Between Jobs
    Location:
    Tyrone, Ireland
    Paul@BGO has now responded and is now looking into it. :thumbsup:
     
  28. May 29, 2014
  29. Chipkin9

    Chipkin9 I'm not a Senior

    Occupation:
    Between Jobs
    Location:
    Tyrone, Ireland
    *Update*

    Paul@BGO has now resolved the issue, so a big :thumbsup: to Paul for taking on the issue and dealing with it promptly.

    Thanks Paul!
     
    6 people like this.
  30. May 29, 2014
  31. Tirilej

    Tirilej Still a Lady CAG MM

    Occupation:
    Breathing
    Location:
    Sweden
    Great!
    Next time you will know what a rep in here can do, and the thread title will be a nice one :p
     
    2 people like this.
  32. May 29, 2014
  33. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    I no where you are coming from with I.D I had no need for photo I.D, Do not go abroad, was beaned from driving, Only ever had 1 issue with docs and that was with mr green but even they went out of there way and sorted it, And this was way b4 they was heard off,
    It seems to be the norm now, Alot of sites are asking for docs, Lucky for me I have not been asked for many in all the years I have been playing,I sent of for a profisanal license and arrived in about a week, £50 even the cheque I sent took them about a month to cash lol,

    I myself also have no letters and bills sent, Its all done by direct bebit, But you can always download bills,

    We all like a bet on this site and l bet a few quid that Paul will sort it out for you

    Best thing to do is open a new folder and put ID in it, Update it every month, Recent bill ect so any time your ask its there ready to be sent :),
     
    1 person likes this.
  34. May 29, 2014
  35. Chipkin9

    Chipkin9 I'm not a Senior

    Occupation:
    Between Jobs
    Location:
    Tyrone, Ireland
    Yea.

    Thanks again for pointing me in the right direction Tirilej, really appreciated. :thumbsup:
     
    1 person likes this.
  36. May 29, 2014
  37. eddiesdad

    eddiesdad Full Member

    Occupation:
    dole scum
    Location:
    the pub
    i started playing at bgo with a small deposit,the first thing i did was to use live chat to ask about withdrawals.it would make sense for everyone to enquire about id etc before depositing and keep a screen shot of the chat.
     
    1 person likes this.
  38. May 29, 2014
  39. Greigssy

    Greigssy Senior Member

    Occupation:
    Electrician
    Location:
    Scotland
    With regards to the utility bill, I'm "paper free" on just about everything and most folk are heading this way.

    The last few occasions I have had to send a utility bill to a casino, I have sent a screenshot of my recent mobile phone bill. Clearly showing my name, address etc and this was accepted.

    I don't know if all casinos would except this, I don't see why they wouldn't.
     
    2 people like this.

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