Hi Everyone!
I have been a long time customer with Ladbrokes, using their bingo and odds. I have used their casino previously as well, but didn't use it for a while. I accidentally made a deposit into my casino account instead of the gaming account - this started a very long and confusing support conversation. I have previously worked for an iGaming company that uses Microgaming, so I know how the bonus system works.
When I made my deposit into the casino, my casino balance was €0 - meaning there should not be any wagering for my deposit since the bonus wagering for any previous bonuses should be reset.
However, my €35 deposit turned into €23.25 in real cash and a bonus amount of €11.75. I contacted support since I wanted to move it to the gaming account. They told me I could just transfer the funds and ignore the warning that I would lose my bonus. So I did. It only transfered the €23.25 over obviously, but they told me they would look into the bonus issue.
I received an e-mail from support 2 days later, telling me that the bonus was removed since I hadn't met the wagering requirements. I wrote them back saying that it shouldn't have been a bonus to begin with etc. and why €11.75 of my deposit turned into bonus cash. Once again, they gave me that generic answer.
After quite an extensive amount of e-mails and a long explanation from me, they told me that I still had unplayed play through requirements from a bonus that I received in 2010.
So this is a warning to everyone to keep an eye on your deposits turning into bonus cash. I have given up on chasing this, and thank god it was only €11.75 that I lost.
I have been a long time customer with Ladbrokes, using their bingo and odds. I have used their casino previously as well, but didn't use it for a while. I accidentally made a deposit into my casino account instead of the gaming account - this started a very long and confusing support conversation. I have previously worked for an iGaming company that uses Microgaming, so I know how the bonus system works.
When I made my deposit into the casino, my casino balance was €0 - meaning there should not be any wagering for my deposit since the bonus wagering for any previous bonuses should be reset.
However, my €35 deposit turned into €23.25 in real cash and a bonus amount of €11.75. I contacted support since I wanted to move it to the gaming account. They told me I could just transfer the funds and ignore the warning that I would lose my bonus. So I did. It only transfered the €23.25 over obviously, but they told me they would look into the bonus issue.
I received an e-mail from support 2 days later, telling me that the bonus was removed since I hadn't met the wagering requirements. I wrote them back saying that it shouldn't have been a bonus to begin with etc. and why €11.75 of my deposit turned into bonus cash. Once again, they gave me that generic answer.
After quite an extensive amount of e-mails and a long explanation from me, they told me that I still had unplayed play through requirements from a bonus that I received in 2010.
So this is a warning to everyone to keep an eye on your deposits turning into bonus cash. I have given up on chasing this, and thank god it was only €11.75 that I lost.