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BetRegal - bonus dispute

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 Review.

Player's Complaint

After a couple of lost deposits C$4500 from sportsbetting, I received a call to deposit more and receive a 50% bonus up to $1000. I deposit $2000 and have an account of $3000. I have a lucky few days and run this balance up to ~$19000 from sports betting. I then see that I have cleared none of the bonus requirements and that the bonus I was given was a "Casino bonus". I read the Terms and Conditions there and decide ok, I will play through that to satisfy the requirements. I play through $35,000 worth of slots on $4 or less rolls, get lucky again and end up with a balance of $22000 with wagering requirements played through.

I then make a few smaller sports bets and attempt to withdraw. Upon their "review", my withdrawal is declined and I see that $6000 is deducted from my balance based on: "We reserve the right to deduct amounts from winnings should the player have placed one single bet of more than C$50 or 50% of the bonus amount before the wagering requirements have been met." Notwithstanding that these are obscene terms to begin with, I was actually never given a sports bonus but a casino bonus.

The next day, I get another email along with a $13520 deduction that "We reserve the right to withhold any amount in excess of the player's original deposit from a player's withdrawal if the player placed bets equal to or greater than C$4 or C$0.50 per line or 15 percent of the bonus amount before the wagering requirements for that particular bonus have been met". This is also incorrect as their bonus policy states that

"If the player placed single bets equal to or greater than €4 or €0,50 per line or 15 percent of the bonus amount before the wagering requirements for the bonus have been met, we reserve the right to withhold any amount in excess of the player’s original deposit from a player’s withdrawal." Again, an obscene term but also one that I followed and nowhere on the site does it show C$4 which is clearly and has always been less than €4 in the duration of my betting.

Live Chat Support has been unresponsive, and state that C$ is the equivalent of €.

So basically, after being given a vague bonus over phone (which turned out to be a Casino bonus) they used a condition in the Sports Bonus rules to take away my winnings. They then tried to use a condition in the Casino bonus rules to take away the rest of my winnings. It was never a sports bonus, and they are claiming that € is the equivalent to C$ in the casino bonus policy.

Read the casino review

4 Responses

User icon
thepogg
May 26, 2021

Hi kai_who - welcome to ThePOGG.com!

Please ensure you have read our Complaint Guidance to ensure that you fully understand how our complaint management process functions.

As we are the ADR for the Aspire Global license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – http://thepogg.com/terms-of-use/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

If you have any questions about the above, let me know.

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

User icon
kai_who
June 8, 2021

Hi, just posting to keep this warm. Hope this is still being looked at and in progress as a legitimate complaint.

User icon
kai_who
July 8, 2021

Hi, I understand there will only be a response upon new information. However it has been over one month now with no response, so I hope this case is still open.

Thank you.

User icon
thepogg
August 1, 2021

HI kai_who,

I've reviewed this issue with the operator and sadly we are unable to uphold your claim.

Firstly I will direct you to the following term:

"Bets placed on Sport will not count towards your wagering requirement for your casino bonus. If player place bets on sport before the wagering requirements for the casino bonus have been met, we reserve the right to withhold any amount in excess of a player's original deposit from a player's withdrawal. "

By placing sports wagers before completing the wagering requirement for your casino bonus, the above term can legitimately be enforced by the operator.

In amongst your sports bets you also played several rounds of Blackjack which is covered by the following term:

"Bets placed on all versions of the following games will not count towards your wagering requirements: All Video Poker games, All Roulette games, All Quick Play games, All Blackjack games, All Rush games, Hi Lo Fever, All Baccarat games, 3 Card Poker, Blood Suckers, European Roulette, Football Studio, Jackpot 6000, Keno, Big Bang, Blood Suckers, The Wish Master, Dead or Alive, Lucky Angler, Jack Hammer 2, Cloud Quest, Tower Quest, Pearls of India, Treasure Island, Mega Moolah. If the player placed bets on any of the games mentioned above before the wagering requirements for the bonus have been met, we reserve the right to withhold any amount in excess of a player’s original deposit from a player’s withdrawal."

Furthermore, the bets you placed on Blackjack ranged between C$5 and C$25. While you are correct that the term related to the maximum allowed bet is in €, even the most conservative of conversion rates would place a C$25 at several times the maximum allowed bet.

In short, there is not one but three different terms violations here. As such the operator are within their rights to consider the contract void and reset both parties to pre-contract conditions.

All we could suggest is that you ensure you read, and adhere to, the terms and conditions of any bonus you accept in future.

Sorry we could not be of more help.

ThePOGG

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Agreement

kai_who 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
  • United Kingdom Gambling Commission
  • Curacao
  • Aspire Global International Ltd

May 21, 2021

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