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LSbet – refused to credit the cash bonus that I have qualified for

Ruling

Found for the Player - Once the wagering requirements associated with a bonus are concluded and the funds can be withdrawn the funds are 'cash' not 'bonus' funds.

Read our LSBet Casino Review.

Player's Complaint

LSbet refused to credit the cash bonus of 60 EUR that I have qualified for in their promotion "Virtual Runner" (lsbet.com/info/virtrun).

The operator informed me that I was not qualified because I did not make a deposit in November. I have pointed out to the operator several times that the Terms and Conditions do not require to make a deposit. It was ignored.

LSBet has no valid reason to not credit the bonus, since all the conditions of the promotion were met, and I never received a message stating that I was excluded from promotions. I still hope that this situation will be resolved and I receive my bonus, otherwise this will mean that the operator pays bonuses and prizes from promotions at its discretion and uses the rules not specified in the terms and conditions, such as requirment to make a deposit.

Read the casino review

6 Responses

ThePOGG
Dec 04, 2019

Hi alex3530 - welcome to ThePOGG.com!

Unfortunately you have chosen to play with an operator that is both negatively listed with this service and who has historically been non-cooperative with complaints submitted to us. While we will try to contact the operator on your behalf the chances of a successful mediation are low.

Thanks,

ThePOGG

Alex3530
Dec 05, 2019

Hello ThePOGG

The casino responded on another website. Eventually they found a relatively legit reason not to credit the bonus.

"Void bets, Free Bet bonuses, promo cash bets and system bets are not eligible for Bonus promotions."

And yes, I got a cash bonus of €40 in November from the promotion. Thus, part of my balance contained this promo cash.

ThePOGG
Dec 10, 2019

Hi Alex3530,

If you were playing with a previous bonus then the wagering would not contribute towards this promotion.

Thanks,

ThePOGG

Alex3530
Dec 10, 2019

Yes, I know how bonuses usually work, but regarding this bonus - it is cash reward, it has no wagering requirements except "player agrees to wager the full bonus amount at least once", and it was credited to the cash balance, to the money from my deposit. My balance was not divided into cash or promo cash/bonus, and the terms and conditions do not define which part of the balance is used first.

ThePOGG
Jan 03, 2020

Hi Alex3530,

I've discussed this issue with LSBet. The situation is that the funds you were playing with originated from a previous bonus. As such LSBet contest that they are 'bonus funds' and non-valid for this promotion. However, the requirements for this bonus had already been met and as such you were freely available to withdraw these funds at any point you wished. Contesting that they would still qualify as bonus funds rather than 'cash' is a rather weak argument.

While LSBet will not change their position on this issue we do not support their interpretation that these funds could be considered anything other than cash at the point they were put into play.

Sorry we could not be of more help.

ThePOGG

Alex3530
Jan 04, 2020

Hello.

It's true that even if we will not count 1x wagering of the previous bonus towards the new promotion I would be eligible for the cash bonus anyway - 40 EUR in this case.
The decision of LSbet is not the best. They could even keep their position but admit that the rules are not clear and make changes it the T&C's such as 1. requirment to make a deposit as they told me before and 2. bets that contain funds from previous promotion will not cout towards new promotions - as they say now. And since the disputed amount is not huge they could pay it and say that this is a gesture of goodwill, after that the issue would be solved. But LSbet do not want it, unfortunatelly.

Anyway, thank you for your time and attempt to help!

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Agreement

alex3530 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:

  • LSBet
  • Curacao eGaming
  • Media Entertainment N.V.

December 4, 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.

Disclaimer:

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.