Regent Play Casino

Site is slick and easy to use, good selection of games. Sign up process was quick and easy, depositing was also fairly straightforward. No problem with the functional bits of this site!

Bonus structure!!!
Signed up to 100% match with 35 times wagering - seemed standard enough so off i went.
Wagered an absolute tonne and checked my progress which had barely shifted so off to live chat only to be told my game was only counting 50%. Yeah this happens, but my game wasn't on the excluded list (which i had to be sent manually as its not on the site anywhere!)
Chat agents response to this was that the list was obviously out of date but he couldn't give me an up to date one! So i asked for some games that are 100% and from this VERY small list the first one i tried was still only 50% contribution - again the chat agent referred me to the list (yup, the one that "may be out of date")
I still had a chunk of cash so went back to my original (not on the excluded list) game and wagered a tonne more - again upon checking my progress it seemed to be getting even slower.
Bust out in the end having wagered just under £2.5k against a requirement of £875!!!!
Apparently i was still several hundred pounds short of cashing out. Even at 50% contribution how does that happen?
Well, I'll tell you how it happens - cash and bonus are linked from the outset but ONLY bonus money counts towards wagering so every £1 you spin only 50p goes towards the wagering - AND then factor in the fact that almost every game is 50% contribution you really are the King of Slots if you are cashing out against these conditions! Good Luck to those who try but there's plenty of other casinos out there that at least give you a bit of a chance!

Regent casino has the pogg as an official dispute resolution service provider, which allows complaints to be made via a non-bias third party. The selection of games was good and they have multiple language options that aren't fixed by your region (I'm an English speaker living in Germany and could use the site in English). The customer service were very polite when they did eventually get around to replying.

The customer support is very hit and miss. If you enact a self exclusion (as I did) and try to contact them via email you can expect delays of several days between replies. I started the process of trying to get my account verified two weeks ago (on the 8th of July). I then sent additional documents as per their request on Tuesday the 14th of July. At this point I was informed that verification would take up to 48 working hours. It has now been a week and I haven't heard anything from them regarding the verification. It would be good to have more information from them when things take longer than expected, because atm I feel like I'm stuck in limbo.

Perhaps the customer support have just been overloaded recently. If the communication improves in the coming days I will change the rating and provide an update.

A more technical problem I had with the site is that on the golden ticket slot clicking the spin button too fast would cause the screen to zoom in, leaving only about a quarter of the slot viewable. This wasn't a normal zoom in though because when it happened I couldn't move around on the zoomed in page (the image was fixed wherever I zoomed in). If I reloaded the page it would remain zoomed. I found out that I could fix it by going to desktop view, then back to mobile view, reloading the slot each time. This is obviously a bit annoying and it happened fairly often. To be fair this may be a problem specific to my phone (an LG G7) or my browser (Google chrome android). I just thought I would mention it because it might be an easily fixed problem that the site developers aren't aware of.

I have not experienced anything like OP below and only have good things to say about regent. My contact with customer service was fine and easy. Decent casino that needs a better UI in my opinion.

Nothing. I guess it's positive that they have an english-speaking bloke on the phone, rather than the illiterate bunch on the livechat.

Wish there was an option for 0 stars. They sent me a promo to deposit and play £80 on their exclusive slots for 100 free spins. I did this, only to be told the next day that you have to deposit and LOSE £80 for it to count. When I asked if they found that saying "play" when they meant "lose" was a bit misleading, they said no, everyone knows that "playing" in a casino means "losing"

Regent Play Casino

June 14, 2019

Dear GoldenGoblin,

We have reviewed the chat session with our representative and we saw that there was a flaw in the communication on his side which lead you to the conclusion that you have to lose £80 in order to qualify. The issue was rather different - he was unable to locate you in the winners list and from these the situation got mishandled.

We have made sure that the case will be rectified and you will be contacted.

Thank you very much for your patience and taking the time to feedback us.

Wishing you a good day,
Regent Casino team

Great casino, great support, very good three welcome bonuses , each 100%. Amazing :) Cashout time - good as well
I definitely recommend it.