Advice needed please! - Regal Wins

[Sasukdcf]

hi guys I’m feeling a bit peeved and want to know if I have a case to moan at Regal Wins casino


I play a bit at regal wins
I have a nice VIP host but cash outs are painfully slow

However this morning it would appear I won a £500 cash drop competition and I got the top prize of £500 cash

Had a bad week on here so that was handy!!

Friday is also cashback day...

I logged on and the first thing you have to do is accept or decline the cashback
So I accepted and then saw I had won the £500

I decided to withdraw the £500 cash and play with my cashback of £220

However it wouldn’t let me withdraw unless I was willing to lose my £220 cashback ( which has a 25 x WR and a max win of £1500)

Couldn’t get hold of my host as he was off

So needless to say ended up spunking the lot

I don’t think it’s fair tho that they tied up my £500 cash with a CB bonus WR as they were too separate things

Thoughts ??

 

[Mr Wild]

Which site did you play at and can you share the terms and conditions?

 

[colinsunderland]

It was regal wins as he said, who are a Daub Alderney casino.

Did you speak to live chat? The bonus rules are if you withdraw you forfeit the bonus, but in this case as it wasn't a deposit then don't see why they would apply that term, however it would probably need someone to manually do it as the system most likely automatically removes the bonus on a withdraw.

If you speak to your VIP manager he may reinstate the bonus but you could have withdrew your cash, so can't see you getting anywhere with that tbh.

 

[Mr Wild]

It was regal wins as he said, who are a Daub Alderney casino.

Is one of the biggest bingo site in UK, however is now targeting other countries in Europe.

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[Sasukdcf]

That’s interesting to read !!!

Especially as 2 weeks ago I had pending withdrawals for £3600

I applied takena break for 5 days so I couldn’t reverse them

3 days later I logged back in forgetting I had taken a break and 600 was still pending

I then remembered I had taken a 5 day break

Decided to just reverse 100

Lost that and spent the rest too...

Vip host came on line the next day and refunded me my lost £600!! And apologised !!!

Makes more sense now !

 

[Sasukdcf]

It was regal wins as he said, who are a Daub Alderney casino.

Did you speak to live chat? The bonus rules are if you withdraw you forfeit the bonus, but in this case as it wasn't a deposit then don't see why they would apply that term, however it would probably need someone to manually do it as the system most likely automatically removes the bonus on a withdraw.

If you speak to your VIP manager he may reinstate the bonus but you could have withdrew your cash, so can't see you getting anywhere with that tbh.

The live chat are awful on there I refuse to deal with them anymore... they barely understand English never mind give a shit about what you say!

We will see what happens when he finally comes back online

I texted him Friday initially and still not been read !

 

[Mr Wild]

Start with following these steps

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.
If that dont work, you can maybe try to PAB here or contact UKGC.

 

[Sasukdcf]

Well I will see what the vip rep says first before going “ official”

They do have a habit of turning any good event on their site into a negative!!

I don’t think it was coincidence that the £500 cash dropped the same time as cashback !!

 

[Sasukdcf]

Just an update for you all regarding the above
my VIP host came online and looked though my texts....
initially he agreed to refund the cash back i had lost (£231)
I explained that i thought that was a weird solution... i lost the cashback fair and square it was the £500 that i was unable to withdraw and lost that annoyed me...
he agreed with me and refunded the £500 which i have now withdrawn....
So credit where it is due, they maybe slow on withdrawals but they do see things from a players POV too so thankyou regalwins if there is a representative on board here.

 

[SpinUk]

Just an update for you all regarding the above
my VIP host came online and looked though my texts....
initially he agreed to refund the cash back i had lost (£231)
I explained that i thought that was a weird solution... i lost the cashback fair and square it was the £500 that i was unable to withdraw and lost that annoyed me...
he agreed with me and refunded the £500 which i have now withdrawn....
So credit where it is due, they maybe slow on withdrawals but they do see things from a players POV too so thankyou regalwins if there is a representative on board here.

Dan the VIP manager did a similar thing with me last week - their VIP team are generally pretty good

 

[Sasukdcf]

@SpinUk yes dan is awesome, there is another host there, i cant recall his name he is a bellend tho!
I came very close to closing my account due to him, and it wasnt even a big issue... Dan always fast-tracks my withdrawals to save waiting the pathetic 24 hours for no reason! this otehr dude refused to do it which then meant i had to wait the whole weekend and it wouldnt be processed until about Tuesday... i sent him the texts me and dan had showing he does it and he still refused, dan is his boss and wasnt happy!