Ladbrokes Casino ignoring their own terms and conditions

RESOLVED
kingo100 United Kingdom
posted on August 5, 2015.

I made a deposit of £150 as a new player deposit to which I was due a £150 bonus. There was a computer issue during sign up and the bonus did not get added. I contacted their helpline and they could see what had happened and added the bonus. I was then told by the operator that if I made another deposit I would then be entitled to a 50% bonus as well. About 40 minutes after they had issues the £150 I then made a further deposit of £150 and received a £75 bonus. I then started to play the first bonus as their terms and conditions state that the first bonus has to be used prior to the 2nd bonus. I read that the maximum bet was 30% of the bonus amount so played a slot game using £24 on each spin and before my balance got below £150 managed to get to just over £5000 and had fulfilled all the wagering requirements that were set out in their terms and conditions. I then tried to make a withdrawal to when 4 days later was told that they were using the second bonus amount instead of the first for the wagering requirements, this is not as described in their own terms and conditions. Upon complaining I was told that this would not be shown in the terms and conditions as it was just the way that the computer saw the difference between manually and automatically added bonuses. This is in complete breach of their terms and conditions and they have even tried to refund the initial deposit of £150 as if this didn't exist. I have all the chat information which confirms all of these facts

kingo100 United Kingdom
posted on August 6, 2015.

Please see deposit/bonus confirmation below,

> 27/07/2015CasinoAdd bonusAdd prewager bonusWeb£ 150.00£ 154.30
>
> 27/07/­201­5Ca­sin­oDe­pos­itAdd money to player balanceDownload£ 150.00£ 304.30
>
> 27/07/2015CasinoBuy bonusBonus matched with real money.Download£ 150.00£ 304.30
>
> 27/07/2015CasinoAdd bonusAdd prewager bonusDownload£ 75.00£ 379.30

posted on August 10, 2015.

Hello Kingo100,

After conducting an internal investigation regarding your bonus amount, please be advised that you will be contacted by our support team today in order to resolve your issue.

Thank you for bringing this to our attention.

Sincerely,

Ladbrokes Casino Support Team

AskGamblers
posted on August 13, 2015.

Any news?

kingo100 United Kingdom
posted on August 14, 2015.

Hi, Apologies for the late response. I would like to thank ask gamblers and ladbokes support team for resolving my complaint. All the money has been credited back to my account by Ladbrokes as they found the case in my favour.
Once again thankyou for your help

AskGamblers
posted on August 14, 2015.

Based on player's last comment, we consider this case as resolved and it is now officially closed.