Sky Vegas 200% First Deposit Bonus Problem - Multiple Different T&Cs

catapultaudio

Experienced Member
Joined
Mar 18, 2013
Location
Leeds, UK
Hi, I'm writing this on behalf of my mum, and didn't want to create a seperate account just to write this but if the correct etiquette is to do it that way, please can someone tell me ?

Okay, she signed up with Sky Vegas a few weeks ago after I mentioned to her about the £10 no deposit bonus, and recommended she give it a try herself. After using up the free bonus, she went back to playing her regular casinos for a few weeks before I mentioned I had been playing quite a bit of Power Blackjack and again, recommended she give that game a try. She made a small deposit after reading she would be eligible for a 200% bonus. When this wasn't credited instantly I explained to her about the way Sky Vegas gives the bonus, IE, that you 'earn' it by wagering, rather than having a wagering requirement before cashing out. I also sent her a link to their support pages so she could read it these rules herself -
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After around a day with quite a bit of wagering she got in touch with Live Chat to ask if they could say how much of the bonus she had earned so far, and when it might be credited, basically wanting to find out how much an average days play would be worth for the bonus purposes. The Live Chat rep advised she would not be receiving the bonus because over 30 days had passed since she signed up, therefore her deposit did not qualify for the bonus.

I did not recall this rule being in the terms and conditions, and neither did my mum, but the rep gave a link to a different page to the one I previously mentioned, which did have one quite vague and ambiguous term, which supposedly covers this issue. My mum gave the above link to the rep, saying there was no mention in those terms of such a time limit, and asked if they might reconsider. When the request was refused, she asked if it was possible for a smaller free chip to be offered instead, bearing in mind the fact their website incorrectly had two different sets of terms and conditions, and obviously she had no way of knowing (a) that there were two different pages with terms and conditions, or (b) which one might be correct. Again this request was refused, and so she requested an e-mail address to write to about this issue.

Her first e-mail made the points I have mentioned above, with regards the two sets of terms and conditions, including a link to the terms she had read before making her deposit, and also the different page given to her by the live chat rep. She also pointed out that the term by which her bonus had been refused was, in her opinion, unclear and over-ambiguous - it reads ("8.New customers will have 30 days, upon entering promo code WELCOME to qualify for this part of the bonus. ") - however, that sentence comes directly after 7 bullet points referring to the £10 no deposit bonus (you can see for yourself at the bottom of this page:
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) and I do agree with her, that its placement within the terms and conditions and the fact it refers only to 'this' part of the bonus, it is not in our opinion, particularly clear that this one term is effectively notice of a time limit on making a first deposit after signing up - why not have a sentence such as "The customer must make a deposit within 30 days of opening their Sky Vegas account in order to qualify for the 200% match bonus" instead???

In Sky's first reply, all the issues mentioned were ignored with a flat response of 'Please see the terms and conditions for this bonus here: ... which does state that you must make a deposit within 30 days of opening the account" - when she replied, with a screenshot of the different set of terms and conditions and asked if they had understood her e-mail with regards to this issue, the second reply stated that they were sorry for the discrepancy, but as she had already received her bonus, no further bonus would be granted on account of this mistake(!). When she responded once more to say that the bonus had certainly NOT been credited, and that was the whole reason for contacting them (and not to be pedantic with regards the mistake!) another response came back explaining how my mum needed to 'earn' the bonus via wagering, and that it was not a direct 200% deposit match, which is why it had not been credited following her deposit...(!)

At this point my mum decided she had had enough and was just going to give up on the casino altogether as they were obviously not even reading her communications and just sending back canned responses to what they thought she might be saying, rather than paying any attention - but I do not think this is fair myself !

1. So, please can I ask - do you think that Sky's terms and conditions make it clear that she needed to deposit within 30 days in order to be eligible to receive her bonus ? IE, the single bullet point 8 in the second set of terms and conditions, do you think that adequately explains this requirement?

2. Is it correct and proper for a player to feel aggrieved about this on the basis that Sky have another set of terms and conditions live on their website, that does not contain any mention of a 30 day time limit on making a first acceptable deposit?

3. Are the e-mail responses from Sky acceptable in this situation?

and 4. What would you expect if you were in this same situation yourself ? Should my mum accept that she failed to read the correct set of terms and conditions? Or are Sky right to hold their ground, bearing in mind there is one set of terms and conditions which (possibly) matches their position on the matter? .. or, should they make good on the bonus, in light of the fact there is also a set of terms and conditions which does not support this position?

I apologise for the long post but I feel it's only right to do this. Any advice would be appreciated! Thank you.
 

djkice

Dormant Account
PABnoaccred
Joined
May 13, 2013
Location
Perth, Australia
I feel your frustration, when support just go robot on you and just say the same thing over and over without actually giving you a proper reason.

I hope you get this resolved in a quick manner!
 

catapultaudio

Experienced Member
Joined
Mar 18, 2013
Location
Leeds, UK
I do think the e-mail responses in particular would really stretch anybodies patience - no acknowledgement of anything she said, then claiming she had been credited the bonus, then telling her how to 'earn' the bonus they had already said she wasn't entitled to .. each reply written by a different person, and not one of them looked at anything their colleague had said previously, it's a bit of a joke.

I don't blame my mum for saying you know what, I'll just go back to playing at my regular places .. but I hate to see her get messed about like this and thought I'd put this out there to see if anybody else has been caught out by this badly explained rule - it would appear even their support staff aren't completely clear on it either, so it's no surprise a player might get confused, I would say.
 

akrus88

Dormant account
Joined
Aug 6, 2012
Location
Finland
Sounds like an awful customer service from sky vegas. Do feel for your mother and shame that happened to her :(.
Gotta take a look at the website and post again after that :).
 

akrus88

Dormant account
Joined
Aug 6, 2012
Location
Finland
I took a look at the website first. From there I clicked to the wellcome bonus and the wellcome bonus t&c. That is how normally customers process I think? If you read those T&C trough carefully it is pretty clear that allso 200% bonus is valid only for 30 days. But the T&C could been structured better, as it is confusing, there is no space between 10free and 200% bonus t&c.

BUT it is really bad they have that different set of t&c and there is no mention about the other t&c that exists. That is bad error and it should be corrected ASAP.

It must be a rare happening (or maybe not :D?) that player goes trough that help&support button to find the t&c for promotion, instead of going trough that promotion button. But if one does, one should find correct information from there.

I sent a pm to sky vegas rep here to inform him about those incorrecties and link to this thread. Hopefully he finds the time to answer soon :).
 

catapultaudio

Experienced Member
Joined
Mar 18, 2013
Location
Leeds, UK
I appreciate you letting the rep know - can I ask who it is ?

I play at Sky Vegas myself quite a bit, especially when I am low on funds for the rest of the month - easily the best on the web when your low rolling :) I myself did not read the terms thoroughly when I joined up - if I had, I would of made a much larger first deposit (I don't normally take bonuses, but the Sky method of 'earning' the bonus is really great, I think)

My mum on the other hand DID read the t&c's ... but unfortunately, she read the ones on the help & support pages ... she still chose to make a small deposit, but in a way that makes it all the more frustrating when you are denied what seems like a very small 'welcome gift'.

At the end of the day I can understand Sky's position on the matter, but they really could improve the wording of their terms and conditions (and ensure all pages have the same terms and conditions!!) to prevent a customer feeling aggrieved in this way in the future - I do hope they offer my mum a small free chip as a gesture of goodwill, if they cannot give her the bonus she was expecting - but failing that, just seeing them sort out the mistake so it doesn't end up costing somebody else down the line, would give me a tiny bit of satisfaction :)
 

psmith2020

Newbie member
Joined
Feb 21, 2013
Location
uk
I appreciate you letting the rep know - can I ask who it is ?

I play at Sky Vegas myself quite a bit, especially when I am low on funds for the rest of the month - easily the best on the web when your low rolling :) I myself did not read the terms thoroughly when I joined up - if I had, I would of made a much larger first deposit (I don't normally take bonuses, but the Sky method of 'earning' the bonus is really great, I think)

My mum on the other hand DID read the t&c's ... but unfortunately, she read the ones on the help & support pages ... she still chose to make a small deposit, but in a way that makes it all the more frustrating when you are denied what seems like a very small 'welcome gift'.

At the end of the day I can understand Sky's position on the matter, but they really could improve the wording of their terms and conditions (and ensure all pages have the same terms and conditions!!) to prevent a customer feeling aggrieved in this way in the future - I do hope they offer my mum a small free chip as a gesture of goodwill, if they cannot give her the bonus she was expecting - but failing that, just seeing them sort out the mistake so it doesn't end up costing somebody else down the line, would give me a tiny bit of satisfaction :)

sky has allways been good i got a 100% match after the 30 day mark and every so often get if i deposit a 5r get 3 quid free they have payed out no probs last time i doubled my money on one and made 15 on the other
 

catapultaudio

Experienced Member
Joined
Mar 18, 2013
Location
Leeds, UK
Are the 3 quid bonuses something you opt in for, get through on e-mail, or..? They just appear ? I've not had anything like that myself and also just drop a 5er in quite a few nights just for a little blast... I usually lose it of course, but the times you turn 5 quid into 30-50 more than make up for it :)
 

psmith2020

Newbie member
Joined
Feb 21, 2013
Location
uk
Are the 3 quid bonuses something you opt in for, get through on e-mail, or..? They just appear ? I've not had anything like that myself and also just drop a 5er in quite a few nights just for a little blast... I usually lose it of course, but the times you turn 5 quid into 30-50 more than make up for it :)

they come up on your free bets section from time to time

and emails

of a 20p spin on rainbow riches made 14 quid of 4 wells of a X70
 

catapultaudio

Experienced Member
Joined
Mar 18, 2013
Location
Leeds, UK
I got 5 wells for the first time the other day, one of them had x400 !! I got x160, still lovely on a 0.40p spin :) I didn't realize as well, if you get 4/5 leprechauns, the numbers on the path start and increase much higher - can't remember exactly but it starts around x25 instead of x7
 

akrus88

Dormant account
Joined
Aug 6, 2012
Location
Finland
I appreciate you letting the rep know - can I ask who it is ?

I play at Sky Vegas myself quite a bit, especially when I am low on funds for the rest of the month - easily the best on the web when your low rolling :) I myself did not read the terms thoroughly when I joined up - if I had, I would of made a much larger first deposit (I don't normally take bonuses, but the Sky method of 'earning' the bonus is really great, I think)

My mum on the other hand DID read the t&c's ... but unfortunately, she read the ones on the help & support pages ... she still chose to make a small deposit, but in a way that makes it all the more frustrating when you are denied what seems like a very small 'welcome gift'.

At the end of the day I can understand Sky's position on the matter, but they really could improve the wording of their terms and conditions (and ensure all pages have the same terms and conditions!!) to prevent a customer feeling aggrieved in this way in the future - I do hope they offer my mum a small free chip as a gesture of goodwill, if they cannot give her the bonus she was expecting - but failing that, just seeing them sort out the mistake so it doesn't end up costing somebody else down the line, would give me a tiny bit of satisfaction :)

You can find the casinos rep from home page of casinomeister, under "igaming reps".
I do agree with you, that a small free chip would be a decent thing to do. Especially when considering that other set of t&c.
Hopefully the rep notices my pm and will chime in :).
 
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