Bonus Complaint Cannot locate casino rep. Unfair bonus not as per terms and conditions

[misterk]

I made a deposit of £150 as a new player deposit to which I was due a £150 bonus. There was a computer issue during sign up and the bonus did not get added. I contacted their helpline and they could see what had happened and added the bonus. I was then told by the operator that if I made another deposit I would then be entitled to a 50% bonus as well. About 40 minutes after they had issues the £150 I then made a further deposit of £150 and received a £75 bonus. I then started to play the first bonus as their terms and conditions state that the first bonus has to be used prior to the 2nd bonus. I read that the maximum bet was 30% of the bonus amount so played a slot game using £24 on each spin and before my balance got below £150 managed to get to just over £5000 and had fulfilled all the wagering requirements that were set out in their terms and conditions. I then tried to make a withdrawal to when 4 days later was told that they were using the second bonus amount instead of the first for the wagering requirements, this is not as described in their own terms and conditions. Upon complaining I was told that this would not be shown in the terms and conditions as it was just the way that the computer saw the difference between manually and automatically added bonuses. This is in complete breach of their terms and conditions and they have even tried to refund the initial deposit of £150 as if this didn't exist. I have all the chat information which confirms all of these facts

 

[misterk]

Sorry forgot to mention the casino is Ladbrokes. Any help will be greatly appreciated, thanks

 

[Dinahnana]

Sorry forgot to mention the casino is Ladbrokes. Any help will be greatly appreciated, thanks

Ladbrokes is in the Reservation Section of Casinomeister. See quote from CM below for the reasons.

These guys were in and out of the Accredited section, but had their accredited status revoked for being unresponsive to a number of player complaints. The problem with this casino is that it's a bloated massive organization. They do not value player feedback and made it clear that the Accredited section has no value for them. I would not recommend Ladbrokes to anyone at the moment. They used to be an outstanding Microgaming casino - but this is no longer true. It's all about the money to them.

I don't know if CM can help with this but you can always file a PAB which can be found here:Link Outdated / Removed or you could file a complaint with the UKGC.

I am not sure if that will help though since Ladbrokes are a law unto themselves. I must admit I have never heard of a casino allowing you to have two deposit bonuses at once as part of a welcome package so the C.S. who suggested the second deposit may have given you incorrect information.