Betclic - Contradictory T&Cs leaves player out of pocket
Resolved - After a long conversation regarding which terms and conditions were in place where and what would be relevant, BetClic casino have decided to pay this player.
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I have been trying to resolve this issue with Betclic since November. Betclic sent me a 50% mobile casino bonus via email back in October. The bonus was only valid on mobile. I deposited and managed to make the wager requirement of £4,000 but my account was showing a wager requirement of over £50,000!
I contacted live chat on at least 4 occasions to ask support to look into it, every time they said they had passed my query to the promotions department. Eventually I received a reply in December that I had broken a bet limit. I deny this is the case, and I believe the issue relates to an error on Betclic's mobile website. Betclic are refusing to reply to any further emails so I exhausted all options communicating with them.
I deposited £200, received a bonus of £100 and placed bets of between £20 and £9 on slots. Betclic have stated that my increased WR is due to this term which is listed on their DESKTOP website:
"22. Players qualifying for a Deposit Match Bonus are not permitted to place individual bets that are equal to or higher than £10 (or currency equivalent). If higher bets are placed then only the first £10 of the bet will contribute towards the wagering requirement. Any winnings from the excess element will then need to be additionally wagered through again by a multiple of 40 or 60 (depending on your country of residency). For the avoidance of doubt, if you place a bet of £20 and you win £40, then £10 of your bet will count towards your wagering requirement. But then £20 from your winnings will need to be wagered again at a 40 or /60 times multiple on top of the initial wagering amount set for this bonus. Doing so may lead to refusal of withdrawals, forfeiting of funds and account closure. Which for the example above results in an additional wagering requirement of £800 or £1,200."
As I played on my mobile I did not look at the DESKTOP website (this was a mobile bonus after all). The relevant mobile terms can be found at: https://m.betclic.com/casino/termsAndConditions#15.PROMOTIONAL
The relevant term is:
Casino, Live Casino and Games Promotions
27.7.1 The terms and conditions governing any promotions and/or bonuses we offer to you in our Casino, Live Casino, and Games universes form part of these Terms and Conditions. Terms and conditions in relation to promotions can be found on the specific promotion landing page and those governing any bonuses offered to you are available at: https://en.Betclic.com/content.aspx?pagecode=cas_bonus_15d
This link sends you to: https://en.betclic.com/casino/your-bonuses-ccas_bonus_15d?popup=False which states that:
"Players qualifying for a Deposit Bonus are not permitted to place individual bets that are equal to or higher than 25% of the value of the bonus until the bonus wagering requirements have been met. Doing so will lead to refusal of withdrawals, forfeiting of funds and account closure. Please contact us in the event of any queries with respect to this."
Betclic are claiming that my bets of £20 broke the DESKTOP T&Cs but I was playing a MOBILE bonus on my MOBILE and so I believe the MOBILE T&Cs should apply. I did not break the terms advertised on MOBILE. It looks like the mobile site is out of date, but this is no fault of my own.
Now the bonus with the incorrect wager requirement has expired and my balance shows £0. I believe the issue with the T&C was of no fault of my own, and was the responsibility of Betclic as they maintain their website. I would like Betclic to reinstate my balance in full as cash (£1,727). Betclic have not even rectified the issue on their website (conflicting terms are still displayed on mobile) and I am disappointed at the continued delay in responses (and now lack of response) from their customer support.
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