Bet Regal - no paying out

Hi cacky - welcome to ThePOGG.com!

Before we go any further, can you provide the 'list of things' that the operator provided you which may have led to this issue?

Thanks,

ThePOGG

Hope the below helps:- On the 13th Jan 2019 I played the welcome bonus on Betregal which was £250 deposit for a £250 bonus (100% bonus). I completed the wagering requirements and won a total of £305. This win of £305 was put on roulette on the 14th Jan 2019 and I lost. On the 7th Feb 2019 I was offered a reload bonus of £200 for a deposit of £200 which I took and lost. I was then getting emails from VIP with 2 offers per day from 60% deposit bonuses up to 70% bonuses up to £500. Also giving me bonuses in my account free of £100 and £70 just for logging in. And then started getting emails from VIP for 70% bonuses up to £500. I did all these maximising the offers that I was getting and getting the full bonuses hoping that eventually it would pay off. Just to put my spending into prospective, I deposited over £6430 before my win of £6435. The win was from an offer that VIP gave me in an email on the 21st Feb 2019 and live chat credited it for me. The offer was a bonus of £35 in my account when I logged in. Which I played and on a slot game "mad mad monkey" and lost. I then spoke to live chat to see if they could put the bonus in for me that I was offered from VIP and they agreed to and told me to make the deposit. I deposited £715 for the first of two offers of 70% bonus up to a £500 bonus and as promised live chat added the £500 bonus. I played the first £715 cash part (not using the bonus) on roulette evenly over 4 numbers and won £6435. I then forfeited the bonus so it was not used at all. And withdrew the winnings of £6435. This was all fine and my account was verified and was promised from live chat that the winnings were on there way after several chats chasing what was happening but they had a backlog to get through and said not to worry about anything. I then received an email from betregal saying that my withdrawal has been declined and confirmed that I had broke the bonus terms and conditions. I have had several chats with betregal since on live chat and email and I dont seem to be getting anywhere with it. I asked what specific term was broken but I dont get a confirmed answer. I have read through the terms and can not see any term that has been broken as the win was from the cash part and not the bonus as this got forfeited before I withdrew. The bonus was a reload deposit match bonus. I have not played a welcome bonus on any other casino in the group (only a small deposit match bonus on Hopa and Goliath casino but these were not the welcome bonus, I knew the terms so never accepted the welcome bonus on these sites.). Hope this is enough information. I can forward the VIP emails and the declined withdrawal email from Betregal if you require them. Thank you, [EDIT]

Hi,

Just to follow on from the above, I've tried Live Chat again and they said they was again going to escalate after looking further into my account for themselves and seeing my complaint was valid.

I then got an email today from them with the flowing message from an account manager:-

"I'm just replying to your email, unfortunately there's nothing we can do sorry its the management decision and this is the final decision sorry."

I'm just shocked that they are allowed to get away with this!

Thank you,

Hi Cacky,

I've now discussed this issue with the operator at length. Unfortunately we cannot uphold your claim.

When you registered with Bet Regal you agreed to the terms and conditions. One of the terms you agreed to is as follows:

"We or members of our corporate group operate a number of casino websites ("Aspire Websites") and you will not be eligible to receive a Welcome Bonus, if you have received a welcome bonus on any other of the Aspire Websites. For a list of Aspire click here."

The operator has sent through information showing that you've already received a Welcome Bonus at Hopa Casino who appear on the list linked to in the above term. As such you were not entitled to claim a Welcome Bonus at Bet Regal.

Sorry we could not be of further help.

ThePOGG

Thank you for looking on to this for me. I've tried to explain this before but I never did any welcome bonus at any other linked site including Hopa so not sure why Betregal are saying I have. When I signed up at Hopa I knew the terms thats why I never made a deposit on the welcome bonus. I only made a deposit from a reload bonus of 200% up to £50 through an email which was 7 days after I opened an account. I deposited £25 for the £50 bonus. But this was not the welcome offer I never took that offer up. Hope this helps clarify. Thank you [EDIT]

Hi Cacky,

Was this your first deposit?

Thanks,

ThePOGG

Hi, It was the first deposit at Hopa through the email, the welcome offer was on the website which highlighted it was a welcome offer. I got several separate email after I signed up for a one off offer that lasted one day. These were not a welcome bonus. The Hopa email I deposited on said the following offer:- GET 200% EXTRA + SPINS... TODAY ONLY! Make sure you're sitting down, because this offer is about to knock you off your feet! Not only will we give you 200% EXTRA (when you make your 1st deposit today), but we'll also give you 20 Spins on our #1 slot - Fruity Friends! If you mean was it the first deposit at Betregal then no, I made several deposits at Betregal all from email offers I had sent to me. Thank you, [EDIT]

Hi Cacky,

Can you please forward on the emails you received containing the offers you've claimed to [email protected]?

Thanks,

ThePOGG

Hi Cacky,

My understanding is that this decision has now been reversed and a withdrawal of £5720 has been processed to your card ending 1719. Can you confirm when you receive your funds?

Thanks,

ThePOGG

Hello, This has now been credited to my bank. Thank you for all your help with this it is much appreciated! [EDIT]

Hi Cacky,

Thanks for confirming you have received your funds - it is appreciated!

ThePOGG