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Bet Regal – no paying out

Ruling

Resolved - Some confusing regarding how promotional terms should be enforced has been resolved and this player has been paid.

Read our Bet Regal Casino Review.

Player's Complaint

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.

Thank you

[EDIT]

Read the casino review

11 Responses

ThePOGG
Mar 16, 2019

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

Cacky
Mar 16, 2019

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]

Cacky
Mar 24, 2019

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,

ThePOGG
Apr 02, 2019

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

Cacky
Apr 03, 2019

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]

ThePOGG
Apr 05, 2019

Hi Cacky,

Was this your first deposit?

Thanks,

ThePOGG

Cacky
Apr 05, 2019

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]

ThePOGG
Apr 11, 2019

Hi Cacky,

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

Thanks,

ThePOGG

ThePOGG
May 24, 2019

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

Cacky
May 24, 2019

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

ThePOGG
May 28, 2019

Hi Cacky,

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

ThePOGG

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Agreement

cacky consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Bet Regal
  • Curacao eGaming
  • United Kingdom Gambling Commission
  • Aspire Global International Ltd

March 16, 2019

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.

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The above information is what we believe to be the the legal status of online gambling, however information on this topic is limited and hard to find. We accept no liability for any errors or ommissions. It is the reader’s responsibility to ensure that they know the legality of online gambling in their country before engaging with any online gambling service.