BET365-Casino don´t pay bonus

**hausse222** · 29th October 2010, 08:35 PM

After i got a promo mail from bet365 for a 150% Helloween Casino-Bonus i deposited 50,- and wrote the Bonuscode ("ZOMBIE") in the promotional-code-field.
But i didn´t get the promised bonus (75,-). After losing my deposit i asked at the chat, when i will get the bonus. But the only the chat-agent said was "I´m sorry, we are not able to pay a bonus afterwards, only at depositing or transfer to the casino." And he claimed they don´t have technical problems.

After this it should be said that it´s better not to believe the promises of bet365 anymore. I´m a customer (sports-betting and sometimes casino) for years and very disappointed with this behaviour.

**refre** · 29th October 2010, 08:46 PM

Hi there hausse222. I'm sorry you didn't get the bonus.

I'm assuming you entered the bonus code before making your deposit, and not after the fact.

In any case, I'm afraid you shouldn't have started playing before being awarded the bonus. The promo team could have done that for you I think.

You'll rarely see bonuses being credited after play, unless it's some kind of cashback or post wager bonus.

Freddy

**hausse222** · 29th October 2010, 08:54 PM

Yes, in the casino-section it´s only possible to enter the bonus-code when cashing in, not afterwards. In the sportsbook it´s possible to enter the code afterwards. It must be a technical issue that the bonus was not added, but 365 should be able to correct this, i think.

**Marie2473** · 29th October 2010, 09:38 PM

I do belive it is in their terms that u should always claim a bonus before starting to play, so even if there were a technical issue you should have contacted them before pressing spin...
It sucks - but I think u will have to swallow this one...

**hausse222** · 29th October 2010, 09:57 PM

I will accept this, but finally it´s 365 who lost a customer

**bet365 Mgr** · 1st November 2010, 12:29 PM

hausse222, I'm sorry you had difficulty with claiming your bonus.

If you can PM me your casino username I will look into this for you immediately.

Many thanks

bet365 Mgr

**bet365 Mgr** · 1st November 2010, 03:40 PM

I would just like to update the thread.

hausse222 has PM'd me and I have looked into the issue for him.

As a result even though technically the bonus was not claimed at the time of deposit I have added the bonus amount to his account.

If any of you guys ever have issues with claiming a bonus at bet365 using an offer code please contact our support people before playing. We can usually sort these issues out very easily and quickly, it becomes more difficult if you start claiming after the event.

Many thanks

bet365 Mgr

**hausse222** · 1st November 2010, 03:43 PM

Thanks to bet365mgr, who resolved the case to my full satisfaction

**Jasminebed** · 1st November 2010, 06:45 PM

Very glad you got things sorted. I've always been very happy with my level of support from Bet365. I plan on taking them up on this offer myself this week, and I'll update if I encounter any difficulties with the automatic redemption.

If I do, I am confident support will rectify it for me quickly. (and I know to contact them before playing)

**vinylweatherman** · 2nd November 2010, 09:59 PM

Originally Posted by bet365 Mgr

I would just like to update the thread.

hausse222 has PM'd me and I have looked into the issue for him.

As a result even though technically the bonus was not claimed at the time of deposit I have added the bonus amount to his account.

If any of you guys ever have issues with claiming a bonus at bet365 using an offer code please contact our support people before playing. We can usually sort these issues out very easily and quickly, it becomes more difficult if you start claiming after the event.Many thanks

bet365 Mgr

Why?

It should STILL be a simple matter of verifying that the deposit was made, and no withdrawals have taken place since. If anything, the casino has the advantage because some play has taken place WITHOUT it contributing to the WR.

Unless a player makes a habit of it, casinos should BELIEVE that the player genuinely had some kind of technical problem, rather than assuming they were trying to manipulate the system in some way.

Players have no way of knowing that it WILL be "quick & simple" when contacting support. Players usually want to play NOW, not when support can get around to dealing with their problem, which MIGHT be pretty soon, but equally could take hours, even DAYS in some cases.