Android Phone

iPad

iPhone

Windows

Brazilian Real

Czech Republic Koruna

Euro

British Pound Sterling

Hungarian Forint

Norwegian Krone

Polish Zloty

Romanian Leu

Swedish Krona

US Dollar

2by2 Gaming

Foxium

Just for the Win

Microgaming

NetEnt

Thunderkick

France

The Portuguese Regulatory Gambling Authority

Italy

Sweden

Poland

Betclic Casino

Bank Transfer

Maestro

Master Card

Neteller

Paysafecard

Skrill

VISA

Visa Electron

Email

FAQ section

Hi seanysean8 - welcome back!

I'll contact Betclic and see what I can find out.

Thanks,

ThePOGG

Hi seanysean8,

Before I can go any further with this issue I need you to provide me with your username and email address at Betclic.

Thanks,

ThePOGG

I think there is a slight issue with the formatting of my complaint, the penultimate paragraph should not be part of the quote, beginning "Betclic are claiming that".

Hi seanysean8,

Just to keep you informed - I am currently in the process of discussing this issue with BetClic.

I'll let you know as soon as I have some useful information.

Thanks,

ThePOGG

Hi seanysean8,

Can you forward the email you received offering this bonus on to webmaster@thepogg.com?

Thanks,

ThePOGG

Hi seanysean8,

To give you a heads-up I will be away attending some conferences next week so there's not likely to be much progress made until after that's over.

If you have a screenshot of the mobile terms as were present at the time of play it would be very useful if you could forward that on.

Thanks,

ThePOGG

Unfortunately I did not take a screenshot of the terms at the time of play. Fortunately Bing Cache does have a copy of the terms from 17th January before Betclic updated them. I will be forwarding a copy of the terms via email shortly.

It is not looking good for Betclic as they have updated the page and set Date of Issue: 15/07/2015. This is clearly incorrect as the document was not updated until after 17th January 2016. I can only assume this is an attempt to mislead players and your investigation.

Hi seanysean8,

My apologies for the delays with this issue. Given the recent launch of www.poggwebmasters.com, our recent UKGC Alternative Dispute Resolution service Accreditation and a couple of conferences I had to attend this issue hasn't had the focus that it would usually have received. I'm following up on this issue now.

Thanks,

ThePOGG

Hi seanysean8,

I've just heard back from Betclic who have agreed to return your balance. It should be in your account shortly. If you could withdraw it and let me know when you've received your funds I'd appreciate it.

Thanks,

ThePOGG

Account still empty. I will check again next week.

Hi seanysean8,

Have you received payment?

Thanks,

ThePOGG

No. Account still empty. I will check again next week.

Hi seanysean8,

If the account's still empty I think it's time I contacted Betclic and chased this up.

I'll let you know when I have more information.

Thanks,

ThePOGG

Hi seanysean8,

Thanks for the update - I have pursued this issue with Betclic but have not received a response so far.

I'll let you know when I hear something back.

ThePOGG

Hi seanysean8,

I've just heard back from Betclic - they money should be accessible by you now. Whether that's in your account or returned directly to your payment method I'm not sure, so I would appreciate your conformation.

Thanks,

ThePOGG

I can confirm there is £1,627 in my account balance now. I was expecting £1,727 as per my initial message regarding this complaint? I think we are close to getting this resolved though :)

Hi seanysean8,

I'll chase this up with Betclic and see what I can find out.

Thanks,

ThePOGG

Hi seanysean8,

I can confirm that the additional £100 should be in your account now. If you could confirm when the funds have been paid I'd appreciate it.

All the best,

ThePOGG

Hi seanysean8,

Can you confirm that this issue is resolve and that you have received your funds?

Thanks,

ThePOGG

I have checked my bank account this morning and can confirm I have been paid in full.

I consider this matter resolved, thank you for your help.

After a long conversation regarding which terms were in place where and what would be relevant, BetClic casino have decided to pay this player.

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:
 
 https://en.betclic.com/casino/betclic-casino-live-casino-and-games-universe--bonus-terms-and-conditions-ccas_gam_tc
 
 "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&amp;Cs but I was playing a MOBILE bonus on my MOBILE and so I believe the MOBILE T&amp;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&amp;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.

Betclic - Contradictory T&Cs leaves player out of pocket

To submit an online gambling complaint, register a new account or log in.

Create account

Log in

Got a complaint about a gambling site?

Casino Review Site Logo

Log out

Account

Title

Complaint Details

Posted By

Disputed amount

Date raised

Date closed

Player’s Complaint

To protect the privacy of our users, all personally identifiable information has been redacted. If you see anything we've missed contact us at complaints@casinoreviews.com.

Player's Complaint

Player Complaint Responses

Complaint Title

This complaint may have been archived. If you are looking for information about your complaint, please contact us at complaints@casinoreviews.com

This link is no longer valid

Dynamic Single Complaint 

Default

IGT DE

All British Casino UK

Playtech ZA

Bank Transfer CA

Online Casinos UK

Cookie Policy DE

PayPal

Neteller UK

Spin Casino

ecoPayz IE

King Billy Casino CA

Free Spins IN

Casinos en vivo PE

Terms of Use DE

Mirax Casino CA

Oasis Poker

Hellspin Casino NZ

Roulette ZA

Rizk Casino IE

Bonos de Casino

ecoPayz UK

Live Casinos AT

IGT NZ

Yabby Casino IE

Casinos Online CL

Condiciones de uso MX

Dave Ellefson - Founding member of Megadeth

African Grand ZA

GrandWin Casino

Mirax 

Bank Transfer ZA

Guts Casino CA

Ken Smith Blackjack Tournament Expert

Diamond7 Casino 

Casino Games IN

Visa CA

bCasino.co.uk – A UK licensed operator with ties to the black market?

New Casinos IN

21Prive Casino

Queen Vegas NZ

All Complaints

Visa ZA

King Billy Casino

Skrill CA

PayPal NZ

500 Deposit NZ

32Red Casino

Paysafecard DE

Responsible Gambling IN

Casino War

Game Providers UK

Qbet Casino

ecoPayz CH

Quickfire

Zahlungsmethoden CH

Ruleta CO

Betway Casino NZ

888 Casino

PayPal IE

Arctic Casino NZ

JackpotCity Casino

Responsible Gambling UK

Aristocrat

Microgaming DE

888 Casino CA

Grosvenor Casino

100 Deposit NZ

Online Casinos IE

Mirax NZ

Starda Casino IN

Casumo Casino

Bank Transfer IN

Wazamba Casino CA

Betsson CO

Baccarat CA

Vegas Crest NZ

Red Stag Casino IE

Live Casinos NZ

Casumo Casino NZ

KingdomAce Casino

Mobile Casinos

CasinoLuck

Dinero real

Blackjack MX

Playtech DE

Visa IN

SlotsMagic Casino NZ

Bizzo Casino CL

Craps UK

Boku ZA

WSM Casino CA

Slots UK

Cobra Casino NZ

JackpotCity Casino IE

Cobber Casino AT

Política de privacidad MX

Whistleblowing Policy

Baccarat IE

Casino4u AT

Juegos de Casino CO

Casino Classic NZ

Casino Bonus AT

VIP Casinos CH

Contacta con nosotros CL

Ultra Casino NZ

Royal Panda Casino

Bally ZA

Neue Casinos DE

Bitcoin AT

Best Payout casinos NZ

Dinero real MX

Jackpot Village Casino

Villento Casino

Wazamba Casino

Zaza Casino

Interac 

Playtech CA

Fresh Casino

Casino Games ZA