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 -
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:
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.
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:
You do not have permission to view link
Log in or register now.
) 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.