Casino Complaint JuliaJex vs BGO

JuliaJex

Dormant account
PABnoaccred
Good Afternoon,

This is the first time I've ever had to do anything like this, so give me a chance.

As weird as it may be, me and my daughter in law play at the same casinos and play the same games. On the 24th Oct I deposited £300 with you for a £300 bonus and played on a slot called Super Monopoly Money. I eventually won and withdrew £447 (£147 winnings). There's some sort of bonus wheel where "Monopoly Money" goes and you can spin this for anywhere between 1x and 200x the amount in there. My daughter in law withdrew £359.25 (£59.25 winnings) on the 25th Oct.

The withdrawal wasn't in by the weekend just gone so I contacted live chat and was told there was an error on BGO's end and it'd be processed again by the Finance Team. My daughter in law had the same issue and was told the same. She was paid the next day, I was not. I then received an email saying that on Oct 27th there was an issue with the game I played and I wouldn't receive any winnings or withdrawals.

I'm not 100% on the rules of sharing information from my daughter in law, so I imagine it be best to get her to sign up here and post anything that could be useful for this complaint?

Anyway, email from BGO below.

"Dear Julia

As you may already be aware we took the decision to remove the Super Monopoly game on 27th October from the site in order to conduct an investigation following some recent irregular payouts.

We reserve the right to remove any game at any point under point 15 of our Terms and Conditions;

15 The Player understands that the Company takes no responsibility whatsoever, direct or indirect, for losses that may occur to the Player when playing the Game. The Company will not be liable for any financial loss to the Player in In the event of the cancellation of a game for any reason

As a result of our investigation into your specific gameplay we have taken the decision to remove all winnings and cancel your recent withdrawal(s). Please refrain from opening additional accounts with bgo as these will be detected and subsequent deposits and balances will also be seized.

I shall leave the matter with you.

Regards

Andrew
Customer Services Manager
bgo "

What I don't understand is why I haven't been paid yet my daughter in law has? Less than £100 in the difference between the two.
 

Jono777

Meister Member
CAG
mm1
mm4
Did I understand correctly that as well as depositing £300 you also took a £300 bonus (100% match) so started at the very beginning with £600? ?

The game Super Monopoly Money is subject to abuse due to the way the 'Wheel Bonus' you mention works.

Did you use the whole of your deposit+bonus to build up as much SMM as possible and then 'bust' the balance to zero and thus avoiding any further wagering requirements?

Then from a zero balance either cash out the 5x accumulated winnings or take a risk and get a good result from the wheel??

This is my 'educated' guess at why your winnings have been voided and not an accusation.

BGO have had a change in management recently and it seems IMO are really tightening up on their already overly strict rules IMO.

I feel if this is the case I have suggested you should have played a few more games, risking your cash, not saying it would have worked but you would defo have stood more of a chance.

Red flag shows up even more if you both did the same.....and I'm pretty confident you saw a loop hole and it back fired unfortunately.

I am 99/100 always on your/the players side but these casinos have to protect their business also!
 

JuliaJex

Dormant account
PABnoaccred
Thanks for the response

I'm not really sure about wagering and all that stuff, I'd play and use the bonus round every so often. Eventually I noticed there was a decent amount of "cash" rather than "bonus", so withdrew what I thought was my profit.

I can understand how an issue can arise from this though. I have to question why the game was not part of the excluded games list though, if I'd known I couldn't play it, I wouldn't.
 

JuliaJex

Dormant account
PABnoaccred
JuliaBGO.jpg

Think I've done this right? Should be an image there.

The disputed withdrawal is the approved one for £447.
 

JuliaJex

Dormant account
PABnoaccred
Not sure, it's a bit weird. Daughter in laws is the same, apart from having what would be the withdrawal in question is showing twice.
 

paul7388

Meister Member
MM
I would take a guess at they have investigated your account and found your style of play as irregular.

Looking at your screenshot you deposited with paypal.

You then made a moneybookers deposit for £100 on a different day and withdrew the same £100 ten minutes later.

You then made a £300 deposit taking a 100% balance and played the whole lot on monopoly using the bonus to build up monopoly money. Then used the wheel when bonus was gone and you had no playthrough to make . Got a small profit and cashed out right away.

Not saying you were trying to abuse the bonus but from casinos perspective they have a player that made a large deposit to play a slot with bonus money that most casinos wouldn't allow and once they made the expected profit cashed out right away as im guessing you zeroed balance before spinning wheel thus wiping out wagering requirements.

Also you never mentioned do you and your daughter in law play in each others houses. If so the casino will detect more than 1 account getting used from same IP address with same betting patterns hence the reason they told you about opening accounts with them again.
 

babyjoker

Senior Member
mm3
As you may already be aware we took the decision to remove the Super Monopoly game on 27th October from the site in order to conduct an investigation following some recent irregular payouts.

What do they mean irregular? As in its paid out more than it should?

I thought that was the nature of a random game, especially slot machines, they have no memory do they?

I'm only curious as Iv watched this game rob a regular player on another site for ages now, no ones cried foul play for that irregularity of no winning wheel spins! 1x probably 4 out of 5 times and 3x the other times.

Surely you should at least be getting a refund of deposit if the slot has "apparently" been malfunctioning? Maybe Im misinterpreting the word "irregular" :what:
 

paul7388

Meister Member
MM
What do they mean irregular? As in its paid out more than it should?

I thought that was the nature of a random game, especially slot machines, they have no memory do they?

I'm only curious as Iv watched this game rob a regular player on another site for ages now, no ones cried foul play for that irregularity of no winning wheel spins! 1x probably 4 out of 5 times and 3x the other times.

Surely you should at least be getting a refund of deposit if the slot has "apparently" been malfunctioning? Maybe Im misinterpreting the word "irregular" :what:
I am guessing by irregular payments they are talking about several players suddenly playing it with a bonus. Not playing any other slot and zeroing bonus before spinning wheel and cashing out.

The OP did that and by the sounds of it her daughter in law did as well. Who knows if anyone else they know did the same and if several people have suddenly done the same thing with bonuses about the same time it would raise alarm. Guessing there wasn't actually a fault in the slot just the way people were playing it.
 

JuliaJex

Dormant account
PABnoaccred
Thanks for replies.

We played at our own homes, so I imagine different IP addresses?

The PayPal deposit was after a failed Skrill deposit, which had actually left my Skrill. They credited it after I had played and withdrew from my PayPal deposit. I withdrew that once they credited it.

As I've said I can understand where the issue comes from. I'm just a bit upset that I'm not getting paid anything, not even a deposit, when someone else has been paid in full after my withdrawal was made.
 

Jono777

Meister Member
CAG
mm1
mm4
I brought up the subject of the potential abuse of this game 3-4 weeks ago and we all know BGO don't hold back in removing these 'type' of games (look at DOA before it came back, soon whipped away)

It is such an easy slot to abuse when following the action of a huge deposit + sub/reload and 'deliberately busting to cancel any WR.

I mentioned before that the regular 'deadness' of the base game would cover the slot itself when it comes to profit/RTP etc but a quick hit and run scenario like this one appears to be then as much as it pains me I side with the casino.

On the other hand if a player who regular plays this slot decides to use it as a 'piggy bank' and has made several deposits along the way, together with wagering/playing on other slots then I could not see a problem as they have more than likely 'paid' for their SMM win along the course of their deposits/play.
 

dunover

Unofficial T&C's Editor
Staff member
webmeister
PABnonaccred
PABnononaccred
CAG
mm3
Yes, playing up the bonus wheel bank on bonus funds is abuse. They should remove the game from bonus play in their terms.

I must say that if the site is providing a 'malfunctioning game' then the bets should be voided and funds returned - I believe that term is in breach of UKGC rules and would also breach UK consumer law.

Whatever the weasel-terms they have, they do not negate their legal responsibility to provide the service you've paid for and a fair game.

In the case of duplicate accounts bets MUST BE VOIDED and deposits returned; again they have no right to keep them.

The home circumstances of 2 accounts from the same address/IP is another matter.
 

Jasminebed

Grumpy old gal
If it was not against the terms to play in the manner the OP did, then it should be paid. Casinos (and game developers) surely know by this point in online history that many collector slots are open to bonus exploitation. If the casino failed to catch on to this, despite past games of this nature, forum posts and the like, it is nothing but spirit of the bonus to void the win.

They have no shut the barn gate after the horse got out it seems. But there was more than one horse in the barn.

I am not at all surprised that family members play at the same place. It is only casinos I play at that I recommend to my friends. At least one friend decided to play online (and at 32Red) when she saw how easy it is to deposit and cashout if you are lucky.

Take the advice to contact the rep. I certainly hope BGO does the stand-up thing and honours the bonus as it was issued at the time. Players are not mind readers to know what the casino MEANS when it does not put it into words.
 

JuliaJex

Dormant account
PABnoaccred
Thanks for replies again.

I would really like to get my deposit back at least, so is my best course of action to Pitch A Bitch? How do I go about that, using a mobile and it's not quite clear to me.
 

dunover

Unofficial T&C's Editor
Staff member
webmeister
PABnonaccred
PABnononaccred
CAG
mm3

partyhummel

Senior Member
mm1
i would...

Thanks for replies again.

I would really like to get my deposit back at least, so is my best course of action to Pitch A Bitch? How do I go about that, using a mobile and it's not quite clear to me.
better first try to get along here, with their rep. i made the experience that casino reps here are highly motivated and can take measures to solve things, customer support cannot.

you still can ask max for support, if you cant find a proper solution.

http://www.casinomeister.com/forums/member.php?u=35744
 

JuliaJex

Dormant account
PABnoaccred
Thanks again.

I've contacted the rep here but haven't had a reply. Perhaps I'll wait another day before taking any further action.
 

partyhummel

Senior Member
mm1
Thanks again.

I've contacted the rep here but haven't had a reply. Perhaps I'll wait another day before taking any further action.
...he was last time online on friday last week... hopefully he will show up, soon. keep my fingers crossed for you.
 
Top