PaddyPower LiveCasino dispute - How to complain / Get it resolved.
Below is a brief description of what happened to myself with PaddyPower and what I did (and anyone else should probably do) to get things resolved.
I took them up on a 100% reload bonus and deposited £100. The £200 balance I put on the final third at Roulette which hit, and I then went about the rest of the £8k wagering. The wagering had to be completed by Sunday night.
At about 5pm on Sunday whilst playing I saw my balance was not updating properly along with the wins/losses at the Casino, there was something wrong. Then one spin my balance just dropped from £670 to £606. I went on live chat to complain/ask what was going on.
The livechat person said they did not know what had happened but the tech team would look at it on Monday. We agreed I should not keep playing until they had looked at it.
On Monday when I reopened the Casino to see what had happened my balance was just £100! I went on livechat again and was told this was because the bonus had expired. I explained I had not finished as the game was not working, also I was told to stop anyway. The livechat repeated many times the T&Cs to me and would not give me my £s back. I spoke to a manager who also would do no more than offer me £100 bonus with 5x wagering as a gesture of goodwill. I refused. The reasons for not giving me the £606 back ranged from I would not have finished the wagering anyway, they could not add the £606 the system wont let them, and I did not meet the T&Cs so that is that.
I wrote an Email to them with details of what had happened and marked it as an official complaint and if they did not sort it out I would complain to their regulators. They acknowledged receipt of it and offered me £100 again. I refused again. After 7 days I asked if this was their final answer and they said it was.
THEN I wrote to the IoM regulators and filled out a short form (http://www.gov.im/lib/docs/gambling/...ed21052013.pdf ) and Emailed them my Emails to/from PaddyPower to date. They acknowledged it a few days later. A few days after that I had a phone call from PaddyPower who said they were sorry and offered me £670 added (I had only wanted £606) with 1x playthrough (I had only wanted the original playthrough) so all in all much better than I had hoped. I accepted it.
The lessons here:
Try not to get too emotional or cross when livechat are initially morons, they are just following a script and wont have the authority to do anything else and talking to them is just one of the steps you have to do.
Do not accept an offer less than you are entitled to which they will offer early on to get rid of you.
Sometimes you will just be lied to, do not let that put you off.
Eventually, sometimes, the regulators can be usefull, so use them after you have exhausted all internal avenues politely and to the best of your ability.
I was going to take them to the Small Claims Court next and do not know if I would have won but I was game for finding out. I had mentioned that in the Emails. That may also have helped.
Have a plan and stick to it
Post Thanks / Like
That's most helpful Andy and great advice for anyone who has a problem with any sort of bonus. Is it worth going to the regulators about the £5 risk free mobile offer hills owe me from last week!!!!!!!!!! but seriously well done on sticking to your guns.
Nice one Andy well done. I suppose you have to pick your battles really, decide whether it's worth your time going through the regulator etc for the sake of £x amount, cost benefit stuff and all that.
I don't know why but it always seems wrong advising people to go to the regulator, not quite sure why. Like it's being a wuss or something
Also helps that the regulator is a 'premier' / UK related one (ie compared to Arjel (France) who I tried complaining to once with no luck at all).
By 8burnleymik8 in forum Player Support / Gaming Site Feedback / General Complaints
Last Post: 23/03/2011, 16:15
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