Bet Regal – no paying out
Resolved - Some confusing regarding how promotional terms should be enforced has been resolved and this player has been paid.
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I recently had a win from Betregal from a reload bonus in an email from VIP.
I started to get regular daily reloads from VIP twice a day around 60-70% match bonuses up to £500. I spent more than £5,000 from 7th February to the 21st February just on reload bonuses offered from VIP.
On the 21st February 2019 I deposited £715 for a bonus of £500. I played the cash part first of £715 on 4 numbers on roulette and won £6,435. Following the cash win I forfeited the bonus so the bonus was never used. I withdrew the winnings and they have been pending ever since.
I recently got an email saying that my withdrawal has been declined due to me braking terms. I spoke to live chat as no terms have been broken and they said that I broke the bonus terms, I said that they must have it all wrong as the bonus was never used as it was forfeited before I withdrew the winnings.
Ive tried live chat and emailing Betregal and they keep saying that I have broken terms which I definitely have not. I got an email first saying I broke terms with a list of things in the terms I could have broken but when I ask which one was broken I don't get an answer. Live chat said I broke bonus terms but again not giving me the term that got broken. I never used the bonus from the win, and checked the bonus terms myself and I definitely have not broken any terms.
I have not done any other welcome bonuses in the group either as I understand it is in the terms also. The casino took the same play from me all this time from reloads when I was losing.
It seems as though I've been getting lots of big reload bonuses to get me to put big money in the account and as soon as I win they find a way to decline the withdrawal.
This is really bad that a casino can get away with this and if you could give any advice or help please let me know as I cant let this go.
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