Bet Regal— player complaints: 21 in English

For the last 15 to 18 months I had been living a nightmare with betregal, my balance went up to 60k and when I tried to withdraw my winnings I found out that they have a 7k limit per month, even do it is very low and it will be a long time to get all my money out from my account it was something that is part of T

Since the last year Bet regal has not completed any of the many withdrawals requested My only deposited method was Neteller and I received some payments using that method but since August they have not completed any payment, they claim "my bank" (they use that name "bank" even do it is my neteller account) and I have asked and reasked Neteller to confirm there are no problems and they have confirmed that, also I have received payments from other casinos. They offered me to use a different payment method, including skrill, so this month I finally decided to use skrill, and made a 10 deposit, play those funds then request a payment and they are claiming the same: >>>> Hi [EDIT], Thank you for contacting Con respecto a su retiro a Skrill Lamentablemente sus depositos estan siendo rechazados, por lo que rogamos a los jugadores que lo comprueben con sus respectivos bancos ya que no esta siendo posible procesar su deposito. Should you have any further questions, please do not hesitate to contact us on Live Chat or through the 'Contact us' page. Your dedicated Support Team. Best regards, Support Specialist >>>>>> At this point I don’t know what to do and I think they are just doing this to not pay my winnings. Please help me to get my money out Thank you

In December 2022 I created a Bet Regal account and deposited €100 with the intent of playing on their sportsbook. Upon depositing, I was awarded a €100 bonus to use on their site, a reward which I neither asked for nor used any promotion code to attain. I proceeded to bet with my own funds, generally €100 sums, but once €400 and once €295 across mainly the English football and NBA basketball. After a few bets, I had a balance of €605 (all gained from betting my own money, not any bonus funds). After 6 bets on the account, I had my €605 (own funds) balance outstanding on open bets, and decided to wager the €100 bonus that was also sitting in my account. This bonus bet lost. The following day I wagered €295 on Middlesborough to beat Huddersfield at 7/4 odds, after my bonus funds were lost. This went on to win, and my balance stood at €1148. At this point I decided to withdraw my funds. Bet Regal, after 2 days, cancelled my withdrawal request and put through a manual withdrawal for €101.25 (my initial deposit including deposit fee) while simultaniously cancelling all remaining funds on my account. They cited the fact that I placed bets higher than €50, I was not entitled to any winnings on my account. This is entirely unfair, since all winnings came from betting my own funds. Zero profits came from the bonus funds they had applied to my account. I believe they should not be entitled to simply cancel all the profits I made through betting my own funds because they do not wish to pay out a winning customer. They cannot be allowed to cite such a ridicoulas rule of not being allowed to bet more than €50. Furthermore, after my bonus funds had lost, I wagered €295 on a 7/4 (2.75) bet which returned €811.25. They cannot be allowed to not honor this bet, placed with my own funds after all bonus funds were lost. I am seeking your help in retrieving €1047 won from my own funds, which was unjustly taken out of my account by Bet Regal. I am happy to provide further evidence where required. Many thanks

Hi I joined BetRegal and deposited 100e, I then received the matched bonus which was subject to wagering requirements of 9X before I could withdraw The bonus policy stated that winnings could not be greater than 500 and that any single bet greater than 50% or 50e would be a violation. After wagering the funds in my account to 1,050, I tried to withdraw them and after 5 days the request was declined and they stated that I had violated the policy. This is not correct as all single bets did not exceed 50% or 50e, I did place two combo bets which were greater than this but because the policy clearly states a single bet I deemed this not to be in violation. Single bet is clearly defined as betting on the outcome of one event. However Betregal argued that this means quantity which is extrememly arbitrary and with that they withheld my winnings of 950e, even though only 30% of the funds in my account were bonus funds I feel it is extremely unjust that they are able to do this and would greatly appreciate if you could advise if it possible to regain the funds I fairly won.

I made 2 wagers on a curling match with an incorrect start time. The bets were placed after the game began. I notified the operator. The operator as per the site rules should have voided these wagers but let them stand. I had a similar issue previously where the operator voided the wagers per their site rules. They should consistently enforce the rules and per their own rules these wagers should have been voided. I appreciate you looking into this matter and hopefully resolving. Thank you.

I opened a betting account with Betregal on 01/01/2021. I deposited 750 euro and 500 euro respectively over two days. On day two I was restricted on my horse bets. Ie I was betting 100 euro or more on races and hit a winner and they reduced my stakes to a few euro. This is Betregal's prerogative and I have no issues them limiting my horse bets. I had approx 1500 euro in the account at this stage proceeded to attempt to withdraw my money but was refused on the grounds that I had used some of the casino bonus money. I'd question the legality of refusing a customer access to his own funds. I was informed that using the 250euro of casino bonus money meant I would have to turn over my remaining funds 35 times. I had indeed played and lost 250 euro plus more of my own funds on blackjack. There was no in app warning that should you use any of the free bonus money that you would be denied access to your own funds. I begrudgingly continued and started playing roulette. I proceeded to play roulette and got the balance to over 3000 euro. I contacted Betregal's live chat and asked them where I stood now on the remaining turnover. They informed me that neither blackjack or roulette counted toward the wagering requirement. However there was no mention that playing them invalidated my funds. It was just made clear that at some point I would have turnover 35 times my stakes on one of the slots games. ie one of the games that counted toward the wagering requirements. So I continued playing roulette and got it to over 8000 euro the next day. Again I contacted their livechat to clarify how much I would have to turn over on the slots to turn it into withdrawable funds. I was told that this figure was approx 22000 euro. Again there was no communication from their livechat that I was wasting my time and that if I won I would not be paid anything other than have my initial deposits returned. Had I lost I would not have been paid anything. I'd also question the legality of this. The next day I played one of their slots called Fruity Friends. I turned over the required 22000 euro and I had just over 19104 euro in funds left once I did so. The app converted it from casino bonus money to withdrawable funds. I attempted to withdraw it all but was informed that there was a maximum payout of 7000 euro per month so I attempted to withdraw 7000 euro. During this initial communication I was congratulated on my winnings. At Betregal's request I completed the account verification process some days later and they confirmed that my account was verified. After 8 working days I had still not received my money or any further communication. I contacted their livechat and asked what was happening and was assured that I would be contacted soon. The following day I was emailed by them that they were " pleased to inform you that we are refusing your payout " on the grounds that you played the non wagering required games and thus invalidated/broke our terms and conditions. They refunded me my initial total deposits of 1250 euro. Over the following weeks they ignored alot of my questions. They just kept harking back to their terms and conditions. My point is that : 1 ) Terms and conditions have to be fair and consistent with our similar business' in the industry. For example a betting company could not put in their terms and conditions that we can refuse to payout any winning bets placed on or won on Sunday. It would not stand legally. 2 ) There was no In App warning that should I commence to play blackjack/roulette that doing so would invalidate all winnings. 3 ) Had I lost my money they would not have refunded the 1250 euro from my initial deposits 4 ) In all likelihood Betregal have paid other customers who have met the wagering requirements but have still played the non wagering games. Because the amount won has been of a much smaller amount they have made a business decision to do so. This is discriminatory. They have made an exception with me because it is a large amount of money. There will be a digital record of this on Betregal's internal operating system. 5 ) It's misleading to call it casino bonus money but exclude the two most popular casino games : blackjack and roulette. It should be called Slots Bonus Money. 6 ) Their livechat team congratulated me on my winnings. 7 ) They have broken the law by ignoring my questions and email. This is breaking the Social Responsibility code provision 6.1.1 that disputes should be replied to in a " timely , fair , open and transparent manner ". I was also ignored/stonewalled on an email request to be sent the breakdown of every bet that I placed with them over those days in early January 2021. 8 ) Had I lost my money on roulette Betregal would not have paid me back my initial deposits. Therefore they should pay every single customer who has used their casino bonus money on non wagering required games but who went onto lose their money. 9 ) Neither communication with their livechat over two separate days did they inform me that I was wasting my time. That no matter what figure I won I would not be paid anything other than my initial deposits. 10 ) I'd also question why this claim didn't get brought to the attention at the time , of "senior management" in Betregal ?? If not senior management then who did deal with it ?? I find it somewhat incredulous that Betregal are claiming that this is the first time that my personal claim for almost 18000 euro is only being brought to the attention of senior management very recently. Absolutely outrageous behaviour. I can provide screenshots to prove my claims on request. [EDIT] at Aspire Global has confirmed that this is their final decision.

After a couple of lost deposits C$4500 from sportsbetting, I received a call to deposit more and receive a 50% bonus up to $1000. I deposit $2000 and have an account of $3000. I have a lucky few days and run this balance up to ~$19000 from sports betting. I then see that I have cleared none of the bonus requirements and that the bonus I was given was a "Casino bonus". I read the Terms and Conditions there and decide ok, I will play through that to satisfy the requirements. I play through $35,000 worth of slots on $4 or less rolls, get lucky again and end up with a balance of $22000 with wagering requirements played through. I then make a few smaller sports bets and attempt to withdraw. Upon their "review", my withdrawal is declined and I see that $6000 is deducted from my balance based on: "We reserve the right to deduct amounts from winnings should the player have placed one single bet of more than C$50 or 50% of the bonus amount before the wagering requirements have been met." Notwithstanding that these are obscene terms to begin with, I was actually never given a sports bonus but a casino bonus. The next day, I get another email along with a $13520 deduction that "We reserve the right to withhold any amount in excess of the player's original deposit from a player's withdrawal if the player placed bets equal to or greater than C$4 or C$0.50 per line or 15 percent of the bonus amount before the wagering requirements for that particular bonus have been met". This is also incorrect as their bonus policy states that "If the player placed single bets equal to or greater than €4 or €0,50 per line or 15 percent of the bonus amount before the wagering requirements for the bonus have been met, we reserve the right to withhold any amount in excess of the player’s original deposit from a player’s withdrawal." Again, an obscene term but also one that I followed and nowhere on the site does it show C$4 which is clearly and has always been less than €4 in the duration of my betting. Live Chat Support has been unresponsive, and state that C$ is the equivalent of €. So basically, after being given a vague bonus over phone (which turned out to be a Casino bonus) they used a condition in the Sports Bonus rules to take away my winnings. They then tried to use a condition in the Casino bonus rules to take away the rest of my winnings. It was never a sports bonus, and they are claiming that € is the equivalent to C$ in the casino bonus policy.

On 15/10/2020 I made a deposit at this casino. It turned out to win a little money. I immediately uploaded documents to them for verification. Since I play and have been verified in many casinos of the Aspire.global network, I was sure that there would be no difficulties. However, the documents were rejected and I was able to verify my account on 10/22/2020. The next day, 23/10/2020, I received an email confirming that the payment was approved and that the withdrawal period for my Skrill method was 24 hours. However, I haven't received it for today. First, the support wrote that they were sent, then they created a case, then they said up to 48 hours of workers (and logically, this is 48/8 = 6 days). I don’t understand, the withdrawal is approved, the condition of payment is 24 hours, why they are now evading payment.

I've been waiting for my withdrawal 605 Euro for three weeks. The first withdrawal was rejected without any explanation

I have account with bet regal around 2 months. I made deposits of total 300 euro and played sports betting on their site. Before 6 days I had 520 euro on my account and made withdrawal of 500 euro. They asked me documents for verification and I sent them. I contacted them on chat and asked for my withdrawal 2 days ago and they told me that my account is verified and I will receive my withdrawal soon. Today I got only 300 euro from them and my account is closed with 220 euro on my account. I contacted them on chat and they told me that account is closed with menager decision and nothing more. I asked them for my remaining 220 euro and they told me that they paid me only 300 euros for my deposits and took my winnings. I asked them why they do that and they told me simply because they can do that. They wont tell me anything more. So please can you help me to get my remaining 220 euros from my account?

On the 1st of September I deposited over 4k to this site and withdrwaed only 912 so technically its not even a wining yet they are taking long to pay out and holding onto the money. They asked for documents which I gave. But their delaying it and not responding to my concern. Point1- they should ask players for documents before making deposits. Why do they ask after a withdrawal request? Point2- how long does a document take to review. They said 48 hours it's almost been a week. Wheres my money? I want to quit and need the money ASAP so I am not linger involved but they are delaying the withdrawal for no reason even though I gave the documents they asked for. This company is terrible and will soon will be closing as I am twitter celebrity and will be publishing everything on social media. Gambling is bad as it is and when they don't want to pay you. What can you say? Please resolve the matter

Casino requested proof of wealth documents and I sent a detailed bank statement. All of my Aspire Global accounts were locked while the check was done. Well that was 3 weeks ago and it still hasn’t been done, I’m still locked out of my accounts and they are ignoring my emails and are not available on chat apparently. They have my private information which I didn’t want to send in the first place and are just doing nothing and completely ignoring me. Not to mention the fact that I can’t get on to my own casino accounts. Please help me because I don’t know how else to get this solved

Withdrawal requested 08/08/2020. ID requested and provided/approved by 12/08/2020. I still await funds through paypal despite 5 emails confirming the withdrawal is being processed (the automated type). I have been on the chat numerous times and I am being told that they are having issues with the payment type but offer no resolution of definitive date. Note, previous withdrawals have been successful prior to this one.

Hi, i joined Betregal and deposited £1250 from my bank account through paypal. I bet on 1 race and got back £790. I provided the usual id, passport, proof of address and proof of paypal ownership. I tried to withdraw and they started asking for other ID. I sent in the bank statement from where the funds were deposited but because its an account that i use as savings and money i gamble with it wasnt good enough stating they did not know how i had managed to save the £1250 to depoit to them. I have now sent in the statement dating back to March where i had collected £1280 from skybet into that account and i used that mobey to deposit to them. I also sent in my payslip where i earned £969 in June but they said i didnt earn enough to deposit £1250 into their account. I tried to tell them that i deposited using money that i had won months previous and was happy to play with those winnings. They are now asking for my joint bank account monthly statement that my bills are paid from but this has no relevance because i deposited from the bank my Skybet winnings were paid into and have provided bank statement from that account for 4 months statement showing my winnings from Sky that covered the deposits to them. Im lost for words as im being treated like a criminal for just trying to withdraw my own money. Please could you try to help to get this mess sorted.

I have now been waiting over 13 days to be paid. The money is still sitting in my players acct. They have sent me messages stating it will be gone for sure in 48 hours and that all my documents were approved. I saved all correspondence with this casino, I've played online for years and years and I've never went through this kind of run around to get paid. I'm beyond frustrated as I was a VIP yet have not been treated like one. I just want my money I won fair and square please help me get it!

Hi there. Appreciate the support. For 6 weeks now I have been trying to get a withdrawal processed from BetRegal with no luck. - Week 1-3 every few days I was asked for new documents, even once submitted I was advised they were lost and to re submit. - Finally once approved my cashout stayed in pending state for 10 day and eventually on 3/3 was processed. - 3/12 my cashout was somehow cancelled by then stating incorrect account info (which they later acknowledged was there mistake) - I was advised they had issues wjth Canadian cashout so use “MuchBetter App” for my cashout. Re-Submitted on

Hi I deposited £1000 in to my account and was not asked for ID , I won on online casino and now they are refusing to accept my documents as they keep making excuses , its blurry , its not got the correct information , i have had this passed on other sites ,I have asked on several occasions if my documents have been approved and still making the same excuses . Im not at my wits end with this hence the reason for contacting yourselves . Thank You [EDIT]

Hi I withdrew 850 winnings on 11/1/20 and have not received any payment to my card. Told 3 to 5 days then a problem with visa transaction. I should get money today they said.. Still no sign. I have transaction ID number and a confirmation email. Can't call as no contact number. Can you please help. Ty

First of all this scenario has been ongoing for over two weeks now. After signing up to Bet Regal and making two deposits from debit card 5015, I then later had the card replaced by my bank 5023 which I made further deposits from. BOTH cards are linked to the EXACT SAME bank account. I have supplied Bet Regal with EVERYTHING they have requested, photos of my passport, utility bills, photos of both cards in question (Please note card 5015 has been destroyed now as per banking requirements, but none the less I have sent a full photo of this card without even covering any number) I have had countless phone calls/live chats explaining everything. Randomly after a few back and forth Bet Regal processed 3 withdrawals, in which they sent me an email which contained the following: (Dear [EDIT], Thank you for contacting us on Bet Regal. We are writing with regards to your current pending cash out request. We confirm we have now received documents and can proceed with your cashout request. Cashout processing times differ according to your chosen method of deposit on the site. Please refer to our website Questions and Answers in the help section for information on how long it will take to receive the funds. Unless you choose to change your depositing method, this should only be a single inconvenience. We thank you again for taking the time to send us the documents and assure you of our optimum service at all times.) Great, so all appeared ok and 3 withdrawals were processed. I then later that week went to withdraw a larger withdrawal, I then begun to receive emails asking me for copy of my bank statements again, and card details (all of which had been provided previously hence the 3 processed withdrawals) Even though I found this incredibly inconvenient, I have uploaded bank statements from my banks website which show EVERY deposit made via both cards 5015 and 5023 from the EXACT SAME bank account. Now I am in limbo, I was told nobody could check as they were in meetings, and that it had been escalated to management. Please note I have given them so much documentation on myself now, everything that was asked for/required yet my withdrawals are not being processed. The withdrawals that they are refusing it seems to process amount to £3,610 I am at wits ‘end now, this whole scenario is causing me an unknown amount of stress. EVERYTHING has been provided, EVERYTHING can be easily cross cast and easily explainable and understandable yet i feel i am being victimised here when there really should be no dispute. I have noticed they have now restricted my account too and I am unable to do anything on the website. 20/09/2019 – I did log in today to do a screen recording of everything in my account showing deposits etc

I would like to report Betregal. I have tried to resolve the issue over the past 2 months but they feel they have done nothing wrong. The facts are they failed to close my account on several occasions by offering me free bets in one instance 5 times in the one day. There had no regard for the amount of money had lost & just continued to offer free bets. Until I lost everything & more to put myself into debt. I have transcripts of chat with Betregal support offering free bets not to close the account