Dear Zakariae,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you deposited any funds in to your account or your winnings were accumulated from a No Deposit bonus? To the best of your knowledge, is there a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours?

Furthermore, if there’s any relevant communication, please forward it to [email protected]. I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi guys, thank you very much for answering me, to this account I have only been able to access, I am sure of it, also I do not live with anyone, and it has nothing to do with any bonus, that money in theory could be withdrawn without problem, I am waiting helping you from 7 days for parts of the company

Hola chicos muchas gracias por contestarme, a esta cuenta solo e podido acceder yo estoy seguro de ello, ademas no vivo con nadie, y no tiene Nada que ver con ningun bono,ese dinero en teoria podria retirarlo sin problema aunt estoy esperando ayudandoles desde have 7 dias por parts de la compa?ia

Thank you very much Zakariae for your reply. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you very much I hope you can help me

Muchas gracias espero que puedan ayudarme

I will try to contact the casino to look into your case and see what we can figure out together.

Thank you very much, a question if I enter the account from the same mobile, but with different browsers, can they notice something strange? Because it is the only thing I see that I have been able to do

Muchas gracias, una pregunta si entro a la cuenta desde un mismo movil,pero con distintos navegadores, puede que ellos noten algo raro? Porque es lo único que veo que yo haya podido hacer

The browser shouldn't be a problem. It could be only in case the browser uses VPN for example. Another problem could be that you have played somewhere connected to a Wi-Fi which has been already used to register/play in the same casino but there is a very small possibility of that.

Well, the truth is that I am worried and I don't know what will happen to the money. They have not answered me for 6 or 7 days, and with the account frozen, do you think they will return the money?

Pues la verdad que estoy preocupado y nose que va a pasar con el dinero llevan 6 dias o 7 sin contestarme, y con la cuenta congelada, creeis que me devolverán el dinero?

Let's wait until the casino responds on our request. We can't be sure why did the casino block your account.

Thank you very much for helping me guys I am very, grateful

Muchísimas gracias por ayudarme chicos estoy muy, agradecido

I would like to ask BGO casino to join us in this case and give us explanation of why was the player's account blocked without further explanation.

Ami I would also like to know they have not told me yet and the help chat of bgo casino is not worth anything because it does not help

Ami tambien me gustaria saber todavia no me han dicho nada y el chat de ayuda de bgo casino no Vale para nada por que no ayuda

hello bgo as a company you are defrauding me, I have been with the account frozen for 20 days, and you still have not given me a reason, that by chance I earned money and you closed the account for me, you have to understand that I need the money

Unfortunately the casino hasn’t provided any answer on this case yet.

Dear Zakariae, is there any update regarding your case? I would like to ask BGO Casinor again to reply on this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Nick

www.kpvfaw.com

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

We received this message from the casino:

Since the complaint remains unresolved, we invite you to open a dispute with their Alternative Dispute Resolution provided as to further look into this issue. We will continue monitoring the situation until a resolution is provided by yourself or bgo. 

Please Zakariae contact eCOGRA here: https://ecogra.org/ata/policies_procedures.php

And let us know when you submit there a complaint.

Zakariae, could you please confirm that you submitted this complaint through eCogra?

If ecogra is studying my case, but very bad by bgo, terrible service, I do not recommend it to anyone, they are scammers

Si ecogra esta estudiando mi caso, pero muy mal por parte de bgo, pesimo servicio,no se lo recomiendo a nadie, son unos estafadores

Thank you, Zakariae, for your update. I will close this complaint with a status "waiting for regulator decision."

The complaint will be reopened once one of the sides contacts us with the decision of the regulator. Then we will close the complaint accordingly.

Dear Zakariae,

We hope you are doing well. We wanted you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.

If the Licensing Authority has resolved your case and ruled in your favor, we kindly request you to update your complaint within the thread. Alternatively, if the ruling favored the casino, your input is equally valuable. We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the Authority supports the operator.

Thank you in advance for taking the time to reply.

Dear Zakariae,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello, I just wanted to say that nothing has been fixed for me, the casino does not want to pay attention to anything and wants to keep my money

Hola simplemente quería decir que no me han arreglado nada,el casino no quiere hacer caso a nada y quiere quedarse con mi dinero

Dear Zakariae,

You wrote before that eCOGRA is working on your case, could you please share with us what was the eCOGRA opinion?

Hello ecogra said that I was not right but it is totally unfair, since I even have the video of what happened, as soon as I win money they froze my account and a shame that ecogra defends this type of casino

Hola ecogra dijo que yo no tenia razón pero es totalmente injusto,ya que tengo hasta el vídeo de lo que paso,en cuanto gane dinero me congelaron la cuenta y una vergüenza que ecogra defienda a este tipo de casinos

Can you please provide more specific details and perhaps share their response with me? ([email protected])

I believe that if they ruled in favor of the casino, it wasn't a unfair/random decision but rather based on some evidence.

Dear Zakariae,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Regrettably, we have not received any communication from the player. Despite acknowledging that our last interaction occurred some time ago, we aimed to appropriately revise the complaint's status and classification based on the elapsed time. Regrettably, without the player's input, this becomes impossible, leading us to close the case as "rejected." As the player mentioned, eCOGRA ruled in the casino's favor.

The player is welcome to reach out in the future, should they wish to reopen this complaint. We can appropriately reclassify it upon submission of substantiating evidence of the Licensing Authority's verdict. Until then, we appreciate your understanding.