Ladbrokes - Keep an eye on deposits!

[Jasminebed]

I've had the same problem, more than once, but always at 32Red. LiveChat has always corrected the issue for me immediately, except in one instance, where the resolution was to come to livechat when I was ready to cash out if there was still a bonus balance. This is one reason they truly are the best MG casino.

Even if a casino does not give their frontline support the ability to resolve the issue on the spot (and for a known bug like this, it should be given), it should be resolved by finance as soon as someone is in, so either same day, or next working day.

Anything else is unacceptable.

[vinylweatherman]

Actually, it is possible to play flash on Mac - you just need to have firefox. But I didn't use the casino for a long time, except for xmas freespins they had mid november. Won a few dollars with those freespins and then played the balance to zero.

After posting this thread, I sent Ladbrokes an e-mail informing them that I had given up on the issue and informed about this thread. Only 4 minutes later, the funds were credited. I haven't received any form of e-mail from them though as to why they decided to suddenly credit the money.

With the whole behaviour and giving me the run around, I lost interest in getting the funds back. I was originally not going to do anything about it, but the more I thought about it, the more the case bugged me, hence the thread.

I do understand that CS can sometimes be misunderstanding the customer and errors occur, but in this case it was so obvious they were not listening to what the issue was. In every single e-mail I had to explain exactly what I meant, like a teacher would explain math to a classroom, and then I received the rules for bonus cash and wagering requirements, and several explanations about why the bonus cash was removed.

In my original complaint to CS, they said they had to contact MG to check the case. So obviously either MG has checked and determined that "nothing was wrong" or they never escalated it further.

It is very alarming that customers are expected to follow terms that are sometimes so far away from reasonable, only to have casinoes run away from responsibily when they are in the wrong.

It seems unlikely that playing a few dollars to zero will result in a session long enough for you to forget what you played, and miss checking up on any disconnects. The only explanation in their favour is that one of the games you used when playing to zero became uncompleted due to it requiring further input from yourself.

This seems to suggest that the bug occurs when a free chip is granted on an account with a zero balance, and played to zero. If you can remember which games you played back in November, you may be able to reproduce this bug and gather "damning" evidence that proves this IS a bug, and not players missing unfinished games.

Funny how the SAME CS correct the issue 4 MINUTES after you email them to tell them you have posted a summary of this story after accepting defeat, yet the SAME CS refused point blank to budge on the issue for nearly a month of you NOT raising this in public.

Clearly, they DO have the power to resolve this "on the spot", but chose not to take it seriously because they thought they could get away with it and no-one other than them and yourself would ever know.

I feel the rep should offer an explanation of this incident, the outcome, and WHY it took a mere 4 minutes to resolve after posting what could NOT be resolved in nearly a MONTH of email exchanges between player and casino. I would also like to know whether they DID trace an unfinished game, and let you off as a goodwill gesture, or whether this was found to be a bug after all.


What does this teach their players?

Try to deal with CS - takes "forever", rant in public out of frustration - fixed in minutes. This will teach players that quick escalation to public airing after a "stonewall" from CS is the only viable course of action to break the deadlock. This will have players losing faith in the ability of CS to deal properly with their problems, and will result in an increase of relatively minor problems becoming public.

This issue has been around for YEARS, so there is no excuse for there being no proper briefing of front line CS and a fair procedure for investigating and dealing with this issue.

The fact that this is LADBROKES, rather than some lesser known operation, is even MORE damning. Does the main Ladbrokes company not give a damn what the actions of it's online arm does to their good name? It's an error that quite a few big UK bookies have fallen into, respected name built up over decades of running high street shops, and tarnished by the repeated incompetences of their online divisions.

[Mirkapigen]

....

[KamCan]

So I took a look at my playcheck via their website, and it shows I got the freespins on Santas Wild Ride, which was winnings of 11.75 EUR. I then moved on to play all the funds on Sure Win, all the way down to zero.

I browsed through all my e-mail conversations with support again, and must have overlooked a part of their e-mail. On the 18th they wrote they had credited me the amount apparently.

I looked through the normal transaction overview on Ladbrokes, where it doesnt show a manual adjustment on the 18th, so that's why I never noticed it - you can only see the adjustment in playcheck, which is why I just noticed it today. The 4 minutes after is me moving it out of the casino. Seems I am a little confused today

So Ladbrokes did correct the issue apparently.

The part I overlooked says "When further investigating this I can see that 11.75 was taken from your casino balance due to a bonus not being played through in the casino. As the bonus was from last year I have manually credited your casino wallet with 11.75."

They didnt admit that an error occured though.

[vinylweatherman]

So I took a look at my playcheck via their website, and it shows I got the freespins on Santas Wild Ride, which was winnings of 11.75 EUR. I then moved on to play all the funds on Sure Win, all the way down to zero.

I browsed through all my e-mail conversations with support again, and must have overlooked a part of their e-mail. On the 18th they wrote they had credited me the amount apparently.

I looked through the normal transaction overview on Ladbrokes, where it doesnt show a manual adjustment on the 18th, so that's why I never noticed it - you can only see the adjustment in playcheck, which is why I just noticed it today. The 4 minutes after is me moving it out of the casino. Seems I am a little confused today

So Ladbrokes did correct the issue apparently.

The part I overlooked says "When further investigating this I can see that 11.75 was taken from your casino balance due to a bonus not being played through in the casino. As the bonus was from last year I have manually credited your casino wallet with 11.75."

They didnt admit that an error occured though.

Looks like we have narrowed down the circumstances that causes this bug.

You took the free spin promotion, and won the EXACT amount that later got converted into cash. You then proceeded to play this bonus chip to zero on a different game. Somehow, the system didn't recognise that you had played the bonus to zero, and wrongly carried it over to your next deposit.

This was not a deposit bonus, nor a normal free chip credited to the bonus account, but the use of the "promotional free spins" facility to grant a variable free chip. This would considerably reduce the occurrance of this error, since most free games tend to be granted as part of a deposit related promotion.

It may be possible to reproduce this error as Ladbrokes often dish out free spins this way, even though their value is small.


Whilst they have credited the amount, their refusal to accept there is a bug means this issue continues to remain in the software, and will continue to affect players. It may even be related to specific slots, rather than all promotional free spins.

I have experienced a bug in the slot Summer Holiday when promotional free spins are granted. I too got nowhere with Red Flush CS over this, and as far as I know, the problem remains. It only occurred under a very specific set of circumstances where a bonus free spins round was won during promotional free spins, and the option to ditch the first prize and play the bonus round a second time was taken. In this instance, the first win, although granted to bonus balance because it comes from promotional free spins, was removed from the CASH balance, and the second run credited again to the BONUS balance. This artificially inflated my WR by the amount due on the first bonus round, and converted part of my deposit into bonus funds, the promotional spins having been granted as a result of the deposit.

The same error may well occur on No Worries if this game is used for promotional free spins, and may indicate the potential for another wheel of wealth type problem with the new Multi-player variant of no worries if played on a bonus.

[Johnny's Arcade]

I thought Ladbrokes was supposed to be a "fair play" bookies? I would not really know as I have never been back since they got those awful Global Draw terminals in. What was wrong with the old "Lara" terminals? At least it was possible to win on them (sometimes!)