Ladbrokes - how to get rid of a customer

Balky

Senior Member
Joined
Aug 25, 2007
Location
Croatia
I received a promotional email from Ladbrokes offering a free chip and welcome bonus. In the T&C it says that the free chip is valid only for residents of UK and Ireland but since I already installed the casino I decided to give it a try. Made an initial deposit and requested the welcome bonus. Busted on the deposit but the bonus never arrived. I wanted to contact support but there is no livechat available. Wrote a mail and after some time I got an answer "We forwarded your query... blahblah... thank you for the patience". I wrote another mail complaining about non-customer-friendly customer support and the next day a similar mail arrived: "Your query has been raised with the promotions team for investigation - you will be informed within 24 hours if the bonus can be credited". Investigation needed for issuing a welcome bonus? That topped everything I experienced so far in online casinos. Very disappointing experience.

Cheers Balky
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
I received a promotional email from Ladbrokes offering a free chip and welcome bonus. In the T&C it says that the free chip is valid only for residents of UK and Ireland but since I already installed the casino I decided to give it a try. Made an initial deposit and requested the welcome bonus. Busted on the deposit but the bonus never arrived. I wanted to contact support but there is no livechat available. Wrote a mail and after some time I got an answer "We forwarded your query... blahblah... thank you for the patience". I wrote another mail complaining about non-customer-friendly customer support and the next day a similar mail arrived: "Your query has been raised with the promotions team for investigation - you will be informed within 24 hours if the bonus can be credited". Investigation needed for issuing a welcome bonus? That topped everything I experienced so far in online casinos. Very disappointing experience.

Cheers Balky

What part of the UK is Croatia in:rolleyes:


Support has handled this pretty poorly though, since the answer should be staring them in the face - surely no need whatsoever to refer this anywhere.

Marketing also need to take some flak, WTF are they doing sending a UK only promo to what is CLEARLY a player in Croatia (since they already have an account, and Ladbrokes have their details).

They lost another customer also, ME, over an issue where they sent me a promo, and a PERSONAL one at that. NO MENTION of validity dates, yet less than a WEEK later after I had deposited they pulled "it's expired" out of the hat. They claimed the terms included this, but I checked SPECIFICALLY for mention of expiry dates when I received it, and no such clause existed ON THE WEBSITE, even though it may have been INTENDED to have been there, and recorded in their promotional database.

Your case is clearer, you knew you were not eligible, so cannot expect anything more than an apology for not being told so up front by support.
 
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