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Ever feel like you have been conned like I do by Ladbrokes Casino?

Discussion in 'Other Complaints' started by geordiecolin, Jul 14, 2017.

    Jul 14, 2017
  1. geordiecolin

    geordiecolin Sells powdered water in the Gobi CAG PABnononaccred mm4

    Occupation:
    Manager
    Location:
    West Sussex
    Ever felt like you have been conned by a casino like I have at Ladbrokes Casino?

    A few times in the past I received emails from Ladbrokes offering me a freebie and when I have attempted to obtain the freebie the game is unavailable. It continued to be unavailable so I soon simply gave up without chasing it too much. I simply moved on or deposited.
    Then mid afternoon Wednesday I received this again from Ladbrokes :-

    Here you go. It’s on the House! 10 Free Spins!

    We’re giving you 10 Free Spins

    10 free spins + a 100% Bonus match upto £100


    Terms and Conditions

    10 Free Spins:
    * This offer is available once only.
    * This offer is available for 48 hours only.
    * The 10 free spins carry no wagering requirements.
    * The 10 free spins are available on Jackpot Giant.
    * Each Free Spin offer will be set up with 1 coin to a value of 0.01 across the maximum amount of lines/ways available.

    100% Bonus:
    * This offer is available once only.
    * This offer is available for 48 hours only.
    * Min deposit amount required to receive the bonus is set at £20.
    * Max deposit bonus amount is set at £100.
    * Customers must wager an amount equal to twenty (x20) times their Deposit amount + Bonus amount before any winnings turn to cash (Game stake contributions apply as in term 11 in the General Terms and Conditions).
    * 30% stake limitation applies as clause 23 a in our promotional general Terms & Conditions.
    * Please do not reply to this email. For any query related to this offer, please email our friendly customer support.
    * Make sure you get the latest offers and updates: Add This email is not visible to you. to your address book or safe-sender list.


    This progressive game is a minimum 50 line game.

    Since receiving this email I have tried countless times to open the game to be met by "This game is unavailable,please try our other games".

    The first live CS told me to do all the usual Cache,Cookies, browser,different device etc and told me that my case was the first she knew of and that the game had no issues at there end. I was advised to send a screen shot and my issue to their email address and I should get a response before the promo ended (48 hours)

    After attempting many times after I had spoken to live chat 5 or 6 times. None of them said that they recognised there being an issue and not once did they indicate that they had informed their Tech Dept or any other department about this issue. I was informed that I was the only person with this complaint and to wait until I got an email reply. Every time that I stated something that they did not wish to respond too I was met with very long silences and ignorance.

    Also since I highlighted my issue with them I am constantly met with difficulties logging into both the casino section and the slots section where the game is accessible . I now get a flickering from one page to another and an Unsecured connection to this website notice. ( This can be dodged by using incognito mode)

    My last conversation with live chat resulted in me being offered 10 free spins on a 20p slot with full wagering requirements on condition I withdrew my complaint and didn't mention it again.
    I declined.
    I am not too bothered about obtaining a few wager free spins. It is not about me gaining a little. It is about how a casino treat us the customer. How they con us into visiting and depositing and how the increase traffic to their site.
    Moreover it is about how they must work in unison over all of their various departments to cover up their underhand deceitful practices and willingness of multiply departments of the casino to lie about what is happening.

    I would appreciate to hear it if any readers have had the same issue with this prom as it could be helpful with me taking this to the UKGC as a fully formed complaint. A PM would be great too if you would rather keep it off forum.

    I have all chat logs and communications saved as well as screen shots.

    But this thread is not just about the above example. Have you ever felt conned by a casino and if so what is your experience?
     
    Last edited: Jul 14, 2017
  2. Jul 14, 2017
  3. goatwack

    goatwack Calendar Time for Buddy CAG

    Occupation:
    Stuntman
    Location:
    Londonia
    I hate to be the party pooper but Ladbrokes have always honoured their spins with me. I've never had any issue with their JJ giveaways although I've yet to yield anything decent from those, nevermind thousands of £££s :oops:

    There are a few examples I can't think of top of my head, although *cough* Thrills *cough* seems to stick out for the number of times I'd log on to find NOTHING.

    And on a slightly related note, the multitude of times at LV I thought I've unlocked free spins, only to find I deposited 'wrong', ie to get the spins I needed to deposit £50 in one go when in fact I've just deposited £100 in £15 instalments :mad::mad::mad:
     
  4. Jul 14, 2017
  5. greylady

    greylady The more I learn, the less I know

    Occupation:
    Little Minx :-)
    Location:
    Scotland
    When I was a newbie to slots, I deposited £25 with a 100% bonus. I met wagering with almost £400 in my account, which I withdrew, days later on checking my account my history and withdrawal vanished and I was advised there was no record of any such win, strangely enough my deposit later showed up as 10 days prior to my very first deposit but no game play record. Needless to say I couldn't prove anything but it taught me to take screenshots of all my withdrawals, i later found Casinomeister and I run for the hills when I see anything to do with their name :D
     
  6. Jul 14, 2017
  7. geordiecolin

    geordiecolin Sells powdered water in the Gobi CAG PABnononaccred mm4

    Occupation:
    Manager
    Location:
    West Sussex
    Yeah Goatie,I understand that you prefer depositing at sports betting casinos due to their "faster payouts"? I have had a few issues with Betfred when taking a bonus. It often ends up with live chat telling me that I clicked once too often or because my first attempt to deposit failed first time I revoked my opt in and so I end up depositing again and withdrawing the first deposit. :(
     
  8. Jul 14, 2017
  9. geordiecolin

    geordiecolin Sells powdered water in the Gobi CAG PABnononaccred mm4

    Occupation:
    Manager
    Location:
    West Sussex
    Can I ask which Casino was this with? I think that many of us have been stung while new to the online slotting malarkey
     
  10. Jul 14, 2017
  11. goatwack

    goatwack Calendar Time for Buddy CAG

    Occupation:
    Stuntman
    Location:
    Londonia
    That sounds like a nightmare. I do prefer bookies because of the ease of use & no-nonsense approach but I still like to be selective. Stan James because of a great slotting session where they paid within the minute, £25 in £1250 out, although with e-wallets that's to be expected! Probably nostalgia in there too :cool:

    Ladbrokes, I know I'll get paid too but their site's too messy and like you said, if there's 'technical' problems you won't get much help from CS. And yes I do believe they employ these tactics to draw more traffic.

    Bookies on the whole though aren't that bad, there are a few good ones. Got a free £5 just yesterday to try that Dreamcatcher game (again) although no dreams were caught this time. But I'm not likely to ever see their bad side as I play small and am never going to breach their max betting rules! :cool:
     
  12. Jul 14, 2017
  13. greylady

    greylady The more I learn, the less I know

    Occupation:
    Little Minx :-)
    Location:
    Scotland

    It was with Nektan, can't remember which one specifically, I will have to check my e-mails and let you know.
     
  14. Jul 14, 2017
  15. Louforbes85

    Louforbes85 Experienced Member

    Location:
    Uk
    I didn't get the jg free spins but I did get this text:-

    Protect Metropolis and earn a Mystery Bonus up to £20! Stake £5 on Superman: The Movie to grab your reward: You must register/login in order to see the link. T&Cs Apply. Txt STOP 86131

    I staked £5 no mystery bonus added! Contacted and emailed them, it's with "the relevant team" over 24 hours later still waiting!

    I've also questioned them several times about adventure coins trade in for scratch card, meant to win anywhere up to 10 free spins, I only get 4/5 if I'm lucky! It doesn't seem right to me but obviously they deny any fixing or something being wrong!

    Definitely questionable ethics just now.

    Thanks
    L
     
    Last edited: Jul 14, 2017
  16. Jul 17, 2017
  17. geordiecolin

    geordiecolin Sells powdered water in the Gobi CAG PABnononaccred mm4

    Occupation:
    Manager
    Location:
    West Sussex
    I have just received a fob off email in response to my issue of not receiving the wager free spins as promised by Ladbrokes as well as my very poor treatment by their CS agents.

    This is the email response that I have just sent back to them which to some degree outlines my issues with them,but not all of my issues with them.


    "Thank you for the eventual response to my issue
    Please note.
    I have already sent you two emails outlining my complaint,both of which did not receive a reply within the 48 hrs that you state is the norm for emails and both emails contained a recent screen shot of the game Jackpot Giants being unable to access and to "try our other games".
    I contacted your live support on a number of occasions and not once was I given an explanation as to why I could not access the game.
    Not once was I informed that your live chat rep was making an inquiry as to why the game would not open.
    Not once was I informed that your tech dept where informed or indeed where they mentioned.
    I was given the impression that my issue was unique to me and that live support had no one else come to them with this issue of being offered wager free spins in Jackpot Giant but being unable to take them.
    To prevent my email complaint being pursued I was offered 10 free spins by your live help on a slot that came with the usual full wagering requirements at 20p per spin and not at the 50p per spin offered in the original email.

    Do you think that I have been treat fairly when considering the offer and the points that I have made above?

    Could you please give a response to each of the points that I have made above?

    Just for the record after reading the email that you have just sent me offering me those 10 free spins on Jackpot Giant which now come with a wagering requirement. I have just tried to open the game and I am met with the same error message so I am including with this message yet another screen shot of the error message.
    Yours

    Colin xxxxx xxxxxx
     
  18. Jul 17, 2017
  19. Jono777

    Jono777 Meister Member CAG mm4 mm1

    Occupation:
    Self- Employeed
    Location:
    Wolverhampton
    Morning Col.

    Firstly, why are you giving all those kisses to someone who treats you so badly :p

    In seriousness, I feel your lack of customer care is due to 2 main reasons (probs others also but I'm talking 2 main ones)

    i) These are one of the "Big Boys" so do they care, nope! - They can afford not to and they know it.

    ii) I feel you hit the nail on the head with the "Bogus" email to get site traffic in the hope of some deposits.

    It would be good to see a positive response from them from your follow up e-mail and I wish you the best of luck mate, however sadly I feel your going to be banging your head up the wall on this one :(
     
  20. Jul 17, 2017
  21. geordiecolin

    geordiecolin Sells powdered water in the Gobi CAG PABnononaccred mm4

    Occupation:
    Manager
    Location:
    West Sussex
    I always respond to being treat mean with affection. That is why I'm so well known at Madame Fifi's in Town :p

    The UKGC will receive all of the facts about this soon enough. I am not the only person with the same issue and Ladbrokes know it.
     
  22. Jul 17, 2017
  23. geordiecolin

    geordiecolin Sells powdered water in the Gobi CAG PABnononaccred mm4

    Occupation:
    Manager
    Location:
    West Sussex
    I eventually got a response via Email which was full of contradictions and inaccuracies. After pointing out some of them this morning I have yet to receive a reply. They even insist that I did not send them any emails and the only one that I did send them was in a reply this morning to a first message from them. I have evidence that I used two emails,each to different but correct email addresses for them.
    They are really treating me like a mug.

    Pah!
     
  24. Jul 17, 2017
  25. Playford7

    Playford7 Senior Member

    Occupation:
    Offshore worker
    Location:
    North east England
    Hi col, hope your well.
    Sorry for the late reply regarding this, got lots on at home to deal with of late.
    I did however get a reply to after the 48 hours, I was told it was account specific, and to send them the email I received, I'd deleted this as I do all my emails once opened. So I told them this and said surerly you have a mailing list to whom you send such offers to and check I was indeed sent this email.
    I also informed them I wasn't the only player who can't access the game.
    I've had no response as yet to this.
    When and 'if' I do I'll report back god speed.
    I've never had a issue with ladbrokes they always pay me no question, but as said previously that's been straight sports bets, never slots.
    I do see your moral stance though and totally agree. 10 spins is nothing, wager free or not. It's totally down to principal.
    Why offer something we can't get?.
    Why have agents clueless on the matter?..
    And why 48 plus hours for a response!!!.
    I get as they are huge they don't need To care, but a little bit of care would bring them much more players, for little things like this I'd never personally deposit and play slots there, as if I had a issue I know how poor the help from them is.
     
  26. Jul 17, 2017
  27. geordiecolin

    geordiecolin Sells powdered water in the Gobi CAG PABnononaccred mm4

    Occupation:
    Manager
    Location:
    West Sussex
    Hi mate. I understand that you have way too much for anyone to have to deal with right now. Keep your chin up.

    They insist that they did not receive an email from me despite me sending two. They stat that the free spins offered at 20p per spin are wager free with a x1 play through??? They offer no explanation for the game not working and at no point was it mentioned that Tech or anyone else where looking into why the game would not open until they decided today that it would be a good idea.
    I repeat. This is not the first time they have offered a freebie and it being unusable. This is why I am taking a stand. They are con merchants simply wishing to increase traffic in order to gain more depositors.

    It would be great if you could keep me informed but I understand if your unable too.
    Take it easy buddy :thumbsup:
     
  28. Jul 17, 2017
  29. Playford7

    Playford7 Senior Member

    Occupation:
    Offshore worker
    Location:
    North east England
    Thanks for that and appreciate it.
    I'll of course keep you updated, as soon as possible.
    I got no explanation, just the same cookies and cache bullshit by a terminator like agent, programmed by skynet.
    Its simple things like you asked such as why can't they answer why the game is unavailable, they tell you that your the only player it's happened to? That's a lie. Writeon I believe and myself had the same issue, and my dialogue with them is logged also.
    The game was not available.
    If this was a case and it's purely speculation, that they done this for traffic.. well that's about as low as you can get.
    Glad you didn't accept the offer of there crappy wagering free spins, I didn't get that even.
    As I'd deleted the email, but there has to be proof At there end they sent me it, there must be a mailing list of customers. This is what I'm awaiting a answer for.
    It's a waste of time attempting to call a agent, no disrespect but they are clueless and have zero powers to help in this instance.
    When I get a response I'll update you, I'll not let it be.
    They can stick the 10 free up there rich arses, rather have a actual honest answer.
     
  30. Jul 18, 2017
  31. geordiecolin

    geordiecolin Sells powdered water in the Gobi CAG PABnononaccred mm4

    Occupation:
    Manager
    Location:
    West Sussex
    An update. I will not share with you every email they have sent to me. Although if I did it would only embarrass them more.

    But I had a reply from this morning after I again corrected them on their inaccuracies and their ignorance of the facts I have provided.


    Dear Mr. Noble,

    Thank you for contacting us regarding your account: geordiecolin.

    We appreciate you, sharing your feedback to us. Rest assured that we understand where you are coming from as a customer.

    Please be reminded that the free spins carry no wagering requirements. We would like to clarify that the original promotion allows you to have 10 free spins valued at £0.01. Note that we offered you a replacement of the free spins to the game Frankie Dettori's Magic Seven since you are unable to load the game jackpot Giant.

    Be reminded that the value of the free spin is different from the wagering requirement as the free spins credited to your account does not have one. As stated in the Terms "* The 10 free spins carry no wagering requirements."

    We hope this clarifies your concern. We are still open to credit the 10 free spins on the game Frankie Dettori's Magic Seven, should you accept this spins, we will consider the case closed.
    If we can be of any further assistance, please contact us again and we will be happy to help you.



    Kind regards,

    xxxxxxx

    Customer Services Agent

    Ladbrokes

    This is my response to their latest email.

    You are making things up as you go along. I was never offered 10 free spins in the Frankie Dettori slot. I was offered 10 free spins in a different game at the value of 20p per spin which included wagering. It is very clear in the live chat in which I was offered those spins. Could you inform me what the findings where from your Tech team or anyone else involved in looking into why the Jackpot Giants game would not open for me or for other players?
    Just to make it clear. I do not want to take up your offer of 10 free spins in the Dettori slot. That is set at 25p per spin.
    I am really becoming offended by the way you are responding to my Emails and ignoring any questions and any responses than I request from you. You are also ignoring all of the evidence that I have so far provided to you when you have requested it.
     
  32. Jul 18, 2017
  33. goatwack

    goatwack Calendar Time for Buddy CAG

    Occupation:
    Stuntman
    Location:
    Londonia
    I think Ladbrokes should just give you 50 spins on Starburst and be done with it, after all that's a jackpot game too :eek::confused:

    Or maybe just 10 spins as they seem to have a real problem understanding denominations and spin values :D
     
  34. Jul 18, 2017
  35. geordiecolin

    geordiecolin Sells powdered water in the Gobi CAG PABnononaccred mm4

    Occupation:
    Manager
    Location:
    West Sussex
    They can't help themselves.

    Message from Ladbrokes

    Dear Mr.xxxxxx,

    Thank you for contacting us regarding your account: geordiecolin.

    Please be informed that the only free spins that were credited to your account is 10 free spins on the game Jackpot Giant. Note that we checked your bonus history and there is no offer for a free spin worth 20p each. This can be checked in your bonus history, simply go to Casino Account>>Bonus History.

    Then, you raised an issue to us saying that the game Jackpot Giant is not loading in your device. Therefore, we provided you an option to transfer the spins on a different game which is Frankie Dettori's Magic Seven.

    Please send us a screenshot of the offer you claim so we can locate the game as well as the amount per spin. It would be best if you could also include a screenshot of your bonus history to support your claim.

    Mr. Noble, we are not ignoring your messages, as you can see we are constantly communicating with you to resolve you concern. However, you have to provide us the evidences that you have so we can check this further.
    If we can be of any further assistance, please contact us again and we will be happy to help you.

    Kind regards,
    Kirsten
    Customer Services Agent
    Ladbrokes


    My reply

    Could you please provide me with evidence of being offered free spins on the Frankie slot? I have only ever heard mention of it in your first email to me today.
    The evidence of the game that I was offered in replacement is contained in one of the Live CS chats I had last week,alongside the fact that there where wagering requirements. You will also be able to see that I turned the offer down after those free spins where active in my account. I declined by clicking " decline" so that must be on your system. You have access to my bonus history. You have access to my Live CS chats over the past week.
    It is clear that no investigation was actioned by Ladbrokes to find out why the game was not loading for anyone until after the promotion in question had expired.
    What has been the finding of the investigation as to why the game Jackpot Giants would not open?

    Quote
    "Please send us a screenshot of the offer you claim so we can locate the game as well as the amount per spin. It would be best if you could also include a screenshot of your bonus history to support your claim. "

    In previous emails you have referred to the offer that you are now requesting me prove the authenticity of? You even refer to the live CS agent who offered it to me?

    They don't know their arse from their elbows!

    I will compile all relevant bullet points ( that I wish to highlight publicly) post them here before sending my issue to the UKGC as I believe even more strongly that this was simply a ploy to increase traffic with the hope of more people depositing with no intention of actually providing wager free spins at 50p per spin.
     
  36. Jul 18, 2017
  37. goatwack

    goatwack Calendar Time for Buddy CAG

    Occupation:
    Stuntman
    Location:
    Londonia
    :laugh::laugh:
     
  38. Jul 18, 2017
  39. Jono777

    Jono777 Meister Member CAG mm4 mm1

    Occupation:
    Self- Employeed
    Location:
    Wolverhampton
    I've always said honesty is the best policy......

    Dear Mr Noble

    You again :mad: tut!

    Do you not realise we are a multi-billion pound company which screws thousands of punters over each and every week.

    Our online set up is only the "baby" of our whole operation so to be honest we couldn't really give a rat's arse whether the games or promotions work or not!

    Our shops are constantly busy and our borderline criminal FOBT's rake in millions so why don't you go play in the traffic pal.

    Post what you like, where you like, all will either be not read or forgotten in a few days and we aren't going to lose any sleep over a few pieces of bad publicity, we'll just soak it up and move on.

    As a gesture of goodwill we have decided not to close your account, how nice is that?

    Yours

    Ladbrokes (proudly mugging players off for 70 years)

    Attempt at humour removed, this is the basics of their thought process on this one!

    Bullshit if you ask me mate, I had similar with a magically disappearing £20 (Cash) a couplr e or so years ago, don't touch them with a barge pole these days, save my sanity.
     

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