Bet Regal - prohibited games

Ruling

Found for the Casino - This player has exceeded the maximum allowed bet term while playing with a bonus. As such there is nothing we can do to help them.

Read our Bet Regal Casino Review.

Player's Complaint

I opened a betting account with Betregal on 01/01/2021.

I deposited 750 euro and 500 euro respectively over two days.

On day two I was restricted on my horse bets. Ie I was betting 100 euro or more on races and hit a winner and they reduced my stakes to a few euro. This is Betregal's prerogative and I have no issues them limiting my horse bets.

I had approx 1500 euro in the account at this stage proceeded to attempt to withdraw

my money but was refused on the grounds that I had used some of the casino bonus money. I'd question the legality of refusing a customer access to his own funds. I was informed that using the 250euro of casino bonus money meant I would have to turn over my remaining funds 35 times. I had indeed played and lost 250 euro plus more of my own funds on blackjack. There was no in app warning that should you use any of the free bonus money that you would be denied access to your own funds. I begrudgingly continued and started playing roulette.

I proceeded to play roulette and got the balance to over 3000 euro. I contacted Betregal's live chat and asked them where I stood now on the remaining turnover. They informed me that neither blackjack or roulette counted toward the wagering requirement. However there was no mention that playing them invalidated my funds. It was just made clear that at some point I would have turnover 35 times my stakes on one of the slots games. ie one of the games that counted toward the wagering requirements. So I continued playing roulette and got it to over 8000 euro the next day. Again I contacted their livechat to clarify how much I would have to turn over on the slots to turn it into withdrawable funds. I was told that this figure was approx 22000 euro. Again there was no communication from their livechat that I was wasting my time and that if I won I would not be paid anything other than have my initial deposits returned. Had I lost I would not have been paid anything. I'd also question the legality of this.

The next day I played one of their slots called Fruity Friends. I turned over the required 22000 euro and I had just over 19104 euro in funds left once I did so. The app converted it from casino bonus money to withdrawable funds. I attempted to withdraw it all but was informed that there was a maximum payout of 7000 euro per month so I attempted to withdraw 7000 euro. During this initial communication I was congratulated on my winnings. At Betregal's request I completed the account verification process some days later and they confirmed that my account was verified.

After 8 working days I had still not received my money or any further communication. I contacted their livechat and asked what was happening and was assured that I would be contacted soon. The following day I was emailed by them that they were " pleased to inform you that we are refusing your payout " on the grounds that you played the non wagering required games and thus invalidated/broke our terms and conditions. They refunded me my initial total deposits of 1250 euro.

Over the following weeks they ignored alot of my questions. They just kept harking back to their terms and conditions.

My point is that :

1 ) Terms and conditions have to be fair and consistent with our similar business' in the industry.

For example a betting company could not put in their terms and conditions that we can refuse to payout any winning bets placed on or won on Sunday. It would not stand legally.

2 ) There was no In App warning that should I commence to play blackjack/roulette that doing so would invalidate all winnings.

3 ) Had I lost my money they would not have refunded the 1250 euro from my initial deposits

4 ) In all likelihood Betregal have paid other customers who have met the wagering requirements but have still played the non wagering games. Because the amount won has been of a much smaller amount they have made a business decision to do so. This is discriminatory. They have made an exception with me because it is a large amount of money. There will be a digital record of this on Betregal's internal operating system.

5 ) It's misleading to call it casino bonus money but exclude the two most popular casino games : blackjack and roulette. It should be called Slots Bonus Money.

6 ) Their livechat team congratulated me on my winnings.

7 ) They have broken the law by ignoring my questions and email. This is breaking the Social Responsibility code provision 6.1.1 that disputes should be replied to in a " timely , fair , open and transparent manner ". I was also ignored/stonewalled on an email request to be sent the breakdown of every bet that I placed with them over those days in early January 2021.

8 ) Had I lost my money on roulette Betregal would not have paid me back my initial deposits. Therefore they should pay every single customer who has used their casino bonus money on non wagering required games but who went onto lose their money.

9 ) Neither communication with their livechat over two separate days did they inform me that I was wasting my time. That no matter what figure I won I would not be paid anything other than my initial deposits.

10 ) I'd also question why this claim didn't get brought to the attention at the time , of "senior management" in Betregal ?? If not senior management then who did deal with it ?? I find it somewhat incredulous that Betregal are claiming that this is the first time that my personal claim for almost 18000 euro is only being brought to the attention of senior management very recently.

Absolutely outrageous behaviour.

I can provide screenshots to prove my claims on request.

[EDIT] at Aspire Global has confirmed that this is their final decision.

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