Bloody Ladbrokes again!! SP offer

[Stevesharpe]

Hey all

I don't seem to have any luck at all with Ladbrokes and I am currently "in discussion" with them again over non payment of a bonus. This time the £200 bonus winnings from Saturdays SP offer.

Let me be upfront and say I made a mistake. I accidentally took fixed odds on the winner because I forgot to change the default. I realised immediately and placed another bet at SP after checking the terms, which Ladbrokes kindly sent me in an email.

1. For Ladbrokes Mobile customers betting on the November Handicap, we will double the Industry SP of the winner.
2. This offer is exclusive to new and existing customers betting on the Ladbrokes Mobile app. The offer does not apply to bets placed in shop, online or via our call centre.
3. Offer only applies to the 3.10pm at Doncaster on November 5th, the November Handicap. To download the Ladbrokes Mobile app, text MOBILE to 86131
4. Maximum bet on Mobile for SP boost to apply is £25. This can be £25 Win or £12.50 Each Way.
5. One enhanced horse per customer up to the maximum stake.
6. In the event of a customer making multiple selections in the race, only the first horse listed on the on screen bet slip will have the SP boost applied.
7. The offer does not apply to multiple bets with a November Handicap selection at SP, Ante Post bets or those where a price is taken.
8. In the event of a higher than £25 stake placed on the winning horse at Industry SP, only the first £25 will have the double SP bonus applied. The balance is settled at the standard Industry SP.
9. Placed horses in the November Handicap are not affected by this offer.
10. Offer applies to official result. 'First past the post' will not apply to this offer.
11. There may be a small delay in crediting winning accounts with the full returns where a bonus SP is applied.
12. The promoter is Ladbrokes Sportsbook LP, a limited partnership registered in Gibraltar, number 44, whose registered office is 57/63 Line Wall Road, Gibraltar.


I think most people on here are under the impression that it is the first bet placed at SP using the mobile platform which counts towards the offer and that earlier bets at fixed price or subsequent bets at either fixed odds or SP don't affect your eligibility for the offer. Here is the reply I received when questioning why I hadn't automatically received my bonus winnings.

Thank you for your e-mail regarding the bet promotion.

I can confirm that the offer was based on your first bet on this particular race.

As your first bet was placed at the odds of 14/1 this automatically made you not meet the correct criteria.

If we can be of any further assistance, please contact us again and we will be more than happy to help you.

The thing that really annoys me is that I worked in Retail / Customer services for 20 years and the first rule is you don't piss off customers who spend £20k a year with you. Clearly their own terms don't support the reason given for non payment so why not just blame an auto crediting error an cough up? I have emailed a polite but forceful reply reminding them I can spend my £20k somewhere else next year etc. etc.

Anyway I know a few of you have made this same mistake before so I wanted to bring the issue to everyone's attention before next weekend. I will update this thread if / when I get a reply to my last email

[Mariner13]

There was a lot of discussion of this on chat on Saturday - whether betting on the race at fixed odds would cause problems with getting double payout on a later SP bet. I know zomzom said he'd done bets on the promtional race the week before at fixed odds, then done a mobile bet at SP which won, and got the extra credit no problem. Personally i didnt think it was worth it, cos not doubling the payout could leave you well out of pocket, even if you only layed to recover stake.

The above t&cs really aren't clear - it could mean your first bet full stop, your first mobile bet, your first SP bet or your first mobile SP bet.

Only thing i can suggest is you politely ask for the matter to be referred to a manager, pointing out that you do bet with them quite a lot, and that this was a clear case of you incorrectly placing your first bet at the odds, as their mobile site defaults to that setting. Also that you feel that their t&cs aren't clear, and that you had no reason to think that it wasnt the first SP bet that counted. If that dont work i guess you could threaten to complain to the regulator.

Usually the key in this kind of situation, is to get to speak to someone whose not a complete numpty!

[Stevesharpe]

I've actually been paid out before when placing a £200 arb before the SP bet, but the £200 bet was on site, not mobile. I only ever lay these offers to recover my stake to minimise potential losses & maximise potential gains. Anyway I'll be patient and see what comes. Usually polite but firm works with most UK books.

[slim]

I have also bet on fixed odds by mistake, then SP after that (all on mobile) and then was paid out the double SP when the horse won. So they're just trying not to pay you.

I had a dispute with them in the past and asked for their complaints procedure (they were in the wrong based on their own T&C, similar to how they are with you here) and got a very good solution (they paid up AND gave me a £20 bonus as an apology) by going down their own complaints procedure.

Basically, if live chat (or e-mail) isn't getting you anywhere, ask them to send this up to their Solutions Team and give you the case number reference.

Make sure to say 'Please pass this up to the Solutions Team and give me my reference number'. Both parts are needed in case they just say they will. The Solutions Team came back in 24 hours basically saying the live chat person (and manager they spoke to) were in the wrong and here is your money and a £20 bonus.

So try the Solutions Team, it's in Lads own complaints procedures.

[Stevesharpe]

I've not had an email response but when I logged into my account this morning the £200 is there. Alls well that ends well I suppose