Ladbrokes Casino BE - Player's winnings haven't been credited.

I noticed Ladbrokes because of the nice commercial they have about a welcome bonus at Roulette.

Your first bet on Roulette will return 77euro's if you win with a bet of 7 euro's

I did the same on 777 games last week and I read on the internet that this deal was even better.

Wel actually it could have been, so i funded my account for the first time ticked a couple of times on a slot and then as first bet on roulette made the stake of 7 euro's on red and to my suprice i won.

The amount of 70 euro's wasn't directly funded to my account (last saturday that was) but even today, there wasn't an extra fund.

the only reason i made that expensive bet, was because of the nice bonus (i credited for 50 euro's), so 7 euro was high risk for me.

Today they showed me that it has to be my first bet in the casino.....

if i would have understand that correctly i would have betted on red in roulette, because my intention my only reason to credit money on Ladbrokes.be was because of that action. And I know that have to read en reread the terms in such case.

But the reason why i didn't understand it at first because it is an dubious explanation part of a sentence, that in fact is telling something else.

i state that sentence here to give u insight in my sad experience:

Additional winnings will not appear directly on your customer account. They will be credited within 48 hours of the end of the game.

Only one offer is valid per new customer based on the first activity after the player's first deposit. New offers for players in sports and casino cannot be combined.

This promotion only applies to customers:- opening an account from 01/04/2021 to 01/06/2022 at 23:59 CEST and;

- who play a stake worth €7 and win on a roulette game of their choice between 01/04/2021 and 01/06/2022 at 23:59.

Winning Game?

The customer is credited with the profit in the game;

And the customer will be credited with an additional €77 in cash;

Only the first bet of €7 will be taken into account.;

The exact stake to take advantage of this promotion is €7.

The extra winnings will be limited to €77

This offer cannot be combined with offers reserved for new customers in the sports section.

Only the customer's first bet will be taken into consideration for this promotion.

Only one "Special offer for new customers" per person, household, shared computer or shared IP address.

Casinoladbrokes.be reserves the right to review transaction records and logs at any given moment, for any reason whatsoever. If, after review, it appears that a customer is participating in strategies that Casinoladbrokes.be management, in its sole discretion deems to be abusive, Casinoladbrokes.be reserves the right to revoke the entitlement of such a customer to any Special.

Casinoladbrokes.be reserves the right to cancel or amend the campaign at any time and without any notice.

On top of the above-mentionned terms and conditions, Casinoladbrokes.be's general terms and conditions apply.

it's 2nd one that necked me:

Only one offer is valid per customer based on the first activity after the player's first deposit.

activity is not described as being the first bet, it also mean that the casino will look at your first activity in the casino. So what is that well, the things you do first and in fact i did it immediately after 12 spins or so.... of course that was not what the casino was trying to make clear with the first activity.

Why didn't they used the words, be a ware it has to be your very first bet ? A self respecting casino shouldn't do such thing, they know that customers do a lot of activity, clicking around, reading about whatever they like, have look in the live casino, make a chat, i don't know but ACTIVITY isn't always only betting.

I'm sorry for my long question and text, but i'm really frustrated in the way they fooled me

They even didn't appoligised for the unpleasant experience or tried to give a little more attention to my problem then saying

You don't gonna get it, don't you understand it?

As if i'm an idiot too.... (or that was how I felt after a chat session with their customer care)

Hello maartenmagchiels,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Could you specify which bonus have you activated? You can post the bonus link here when replying.

Do I understand correctly that the casino didn't credit your winnings because the first bet was placed on a game other than roulette?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

In advance, thank you for the fast reaction. That's the first thing i check when im evaluating an organisation if it's trustworthy. 10 points for guru... Really it makes me smile, willingness to cooperate ,responsiveness is reaction. the will to not give a one way ticket to a fast solution and the first step in getting rid off someone wich can work for your own mission or plab, bet the less for a partner or you clients😉

2nd thing istening, 10 points for Guru. You exactly recapitulated my (too)long messages and even more, don't assume your right but check those points of view with facts. Thats what they call: disarming communication, and I admire that skill!!! 👍👍👍 10 points

Well my facts?

I played a welcomebonus indeed,

👇🏾 something like on linked page here after: 👇🏾

https://www.place2bet.be/en/win-e77-extra-with-ladbrokes-jackpot-roulette/

WIN 77 euro on Roulette or so, what seduced me was a professional made campaign page which was in fact

an add on a big page only stating go there play roulette even with terms included allready true t&c link (i read it already, 5o be sure before taking action with my small but solid investment)

So no promocode,just deposit and play ... hoping that first bet of 7 euro will be well spend.

I did deposited, rechecked bonusses, to ve sure.

Made the incredible mistake, to spin 10 times or so and then moved down to the roulette.

Hesitated wich one en choose computer, cause no body could help me a 1 o'clock on Saturday night no more... 11 o clock chat is n t available.

Found the sentence bet on every roulette but only the first one counts 😀

I won and a short chat after 48+ hours of bonus waiting at home without success i was disappointed. You can get the text if i could capture it and more...

You get everything if needed so!!!!

thanks you all! ❤️

👇🏾The terms i read before starting and before my first deposit And the rules they used to decline my bonus👇🏾

Terms & Conditions

Additional winnings will not appear directly on your customer account. They will be credited within 48 hours of the end of the game.

Only one offer is valid per new customer based on the first activity after the player's first deposit. New offers for players in sports and casino cannot be combined.

This promotion only applies to customers:- opening an account from 01/04/2021 to 01/06/2022 at 23:59 CEST and;

- who play a stake worth €7 and win on a roulette game of their choice between 01/04/2021 and 01/06/2022 at 23:59.

Winning Game?

The customer is credited with the profit in the game;

And the customer will be credited with an additional €77 in cash;

Only the first bet of €7 will be taken into account.;

The exact stake to take advantage of this promotion is €7.

The extra winnings will be limited to €77

This offer cannot be combined with offers reserved for new customers in the sports section.

Only the customer's first bet will be taken into consideration for this promotion.

Only one "Special offer for new customers" per person, household, shared computer or shared IP address.

Casinoladbrokes.be reserves the right to review transaction records and logs at any given moment, for any reason whatsoever. If, after review, it appears that a customer is participating in strategies that Casinoladbrokes.be management, in its sole discretion deems to be abusive, Casinoladbrokes.be reserves the right to revoke the entitlement of such a customer to any Special.

Casinoladbrokes.be reserves the right to cancel or amend the campaign at any time and without any notice.

On top of the above-mentionned terms and conditions, Casinoladbrokes.be's general terms and conditions apply.

play_responsiblegaming_commision

The Belgian Gaming Commission, an institution responding to the Federal Department of Justice, has granted licences to DERBY S.A. for organising and running bets (granted on 2 February 2011, license number FA116428), as well as for organising and running bets through information society tools (granted on 02 April 2014, licence number FA+116428). Derby has established a partnership with SA Casino de Dinant for offering and running online casino games on the website www.ladbrokes.be. The Gaming Commission has granted an A+ Licence to SA Casino de Dinant (A+65721, granted on 31 July 2017) to run games of chance by means of information society tools.

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ACCEPT

internally communicated

please remove the above Two or Three, post ...

i put everything on mail now.

So my writing isn't cluttering all over the forum. That doesn't read easily for other users.

I also discovered at the end of my writing, your suggestion in your reaction to mail directly to you

as case owner, wich i have done now.

Sorry for the many lines of input, but it's also because the question you shooted about terms and chat context.

And now you can clear the most off the forum 😉

Thx for your help (& patience)

Later

Thank you very much for your reply and your kind words maartenmagchiels. I am afraid, I don't have good news for you. I am sure you understand that this bonus was focused on the roulette game and not any other. Such a rule that the first bet must be placed on a certain game is not very common, but still, casinos are free to design their bonuses as they wish and they try to make their bonuses as attractive as possible. Nonetheless, the rules must always be followed.

Sadly, there is not much I can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Please do not hesitate to contact me if there is anything else, I could do for you in this matter. Thank you for your understanding.

Look it was clear to me that on Roulette it has to be first bet fair, but on the whole casino? Never heard about that.

Its so clear that my intention was to play that bonus.. also for the casino,

it was my just my15 bet or so(and you know that slots spin fast a couple of twist)

why the ... would I do that if I understood that it's agaist the roulette gambling ?

So Ladbrokes make links between rules and create a kind of mist, by that a grey zone, where you as a player could interprete things one OR the other way.

It think it's obvious that they do that by purpose and that's the reason why I think it's against the law!

In Belgium

We have strict rules about how you or how you not promote products and services. In Europe in general, but certainly even more severe in Belgium. It's what they call "Misleading" and that's not allowed.

You give the idea that a customer will get this or that and in the end they are fooled.

See the ressemblance?

For me it's getting more and more clear now. I even have 2 in my opinion clear arguments, that prove they are doing fishy things. I will clear it out for you, if you are still interested of course.

But prrobably they know exactly how far they could go, and just playing with the rules. A casino that says oh, is it not clear for you? We will change that is different, they think (hahaaa stupid f... !)

Thx!

I understand your point of view, but the vast majority of bonuses have rules that must be followed in order to be eligible for winnings accumulated with them. I am sorry, but we are not able to help you here.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.