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Shadow Bet Casino - Refusing to cancel a bonus, refusing to refund my own £800

RESOLVED
Blacksky999 United Kingdom
posted on February 7, 2017.

On 1/31/2017 I made a deposit of 300£, and received a bonus of 300£, total 600£ (Welcome bonus). I had a few technical difficulties with the site so emailed technical support and waited for their response. Response received a day later and started playing on the 04/2/2017.

I had a bit of money left on the account and tried to finish it to make the balance reach ZERO, so I can make a another deposit and claim their 50% reload bonus. I thought my balance was zero and the previous bonus was removed, However for some reason I still had 3.60£ remaining on the account, therefore my previous bonus was still active. Which means 300£ x 35x wagering = 10500£.

When I made my second deposit of 800£ (2/04/2017) and receiving the bonus funds of 400£, I checked my wagering and I saw two bonuses. Obviously the first one was there because my previous balance of 3.60 was still on the account. Keep in mind now my balance is 1203.60£.

I emailed support and explained the problem however they did not seem to comprehend, I then proceeded on chat and requested to cancel my first bonus, remaining balance of 3.60£, so I can start playing with my 800£ + 400£.

After a 30 minutes conversation the service rep (Anna) did not understand what was going on. I was told she was new and wanted to verify with her manager. I gladly waited on chat until she verified the information. She said she just spoke to her manager, and was told they can't cancel the bonus because I had already started playing it. I said yes but I made a second deposit and my previous balance of 3.60£ did not reach ZERO, if had been ZERO we wouldn't be having this problem now.

Then after further explanation , she said they can't cancel the bonus. I was fine with that. I told her cancel all my bonuses and leave me my 800£ that I just deposited. Then she said you have no real money, only bonus. I confirmed with her that yes, once you claim a bonus the money you deposited becomes bonus money until you finish the wagering requirements.

She still mentioned that I had used my actual funds. At this point I don't know what to do, laugh or be furious.
I then explained to her that I did not place a single bet after my deposit of 800£, so where did it disappear. She then said I have too many chats open and I would like to solve this issue, I will get back to you by email.

I rather put this complaint here because their service reps and managers do not seem to understand the simple problem here.

I hope you guys can help and see what I am trying to explain here.

Blacksky999 United Kingdom
posted on February 10, 2017.

After explaining quite a few times regarding the situation above, they finally removed all bonuses and refunded my money.

Thank you

AskGamblers
posted on February 10, 2017.

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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