Horrible experience, just ruined my day on Melbourne cup day! My partner and I read a promotion banner on the Ladbrokes website saying bet $25 on the first race of the Flemington horse races and if the horse we backed didn't win we will get our money back. I don't really bet, only with $1-$5 max but I thought with this promotion I will be safe anyways and test my luck. My partner got his money back but I didn't. I gave them a call and they just kept repeating themselves saying the promotion wasn't for everyone. It was only for accounts who received a text (again neither of us got a text, we saw the promotion on the front page of their website on the banners). We didn't receive a text at all, yet my partner got his money back. We were asked to show evidence (screenshot) of the banner we saw. I was like, are you guys for real at this stage...they expect people to take screenshot of all their promotion just in case it turn out to be a lie! So people when you see an ad make sure you take screenshot before you bet! Because how much fun to play like that isn't it?! Just to assume at all times that the promotion that you are playing might not be true and you will be asked for evidence at the end. I was offered $25 worth of bonus bets over the phone by customer service, a guy called Grant who after I asked for his name and said I am going to leave a review about this took his offer back and said actually I am not going to offer you the $25 bonus bet anymore. Isn't that just nice?! Thanks Grant, you made my day! I deactivated my account and will never play again. What an awful experience on a beautiful sunny day, really disappointed.