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Originally Posted by RedArmy
The only issue that can be admitted to, is prolonged and confusing correspondence with our customer care, as you were informed in the final response. We have since then taken action in that respect and tried to compensate you for your troubles in excess of what you had lost.
As for the 20 or so hands that you requested history for, since the very beginning you were asking for the history of FAULTY hands that were not paid out to you, which in the end you were supplied with.
At no point have you suggested that you had an issue with over 20 faulty hands, nor does it make sense that you would continue playing such a high number of hands on a game that is not paying you out.
We have come to a conclusion and the final amount that you needed to be awarded based on your audit trail. You have then been credited with that amount, and above all been awarded over 5 times the amount in bonus funds with our sincere apologies for the way our customer care had treated you. Unfortunately, we can never be as pro-active as we would like to and cases like this one do happen occasionally.
You are still perusing this issue, although you have been credited over and above what you should have been awarded, I really have to stand behind the decision of the management and agree that there is nothing further that we can do.
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Then in an IM conversation
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Originally Posted by redarmy
Karl XXX says:
so : Let me clarify : (for legal reasons,. this conversation WILL be used in complaint to LGA) : you are not prepared to investigate the rest of the session, NOR supply me wiht hand resolutions ?
Karl XXX says:
is that correct ?
Evgeny says:
i cant answer the above Karl sorry, please email gamesdutymanager@betfair.com |
So they are "sticking to their guns".
in spite of No play history, Matter NOT resolved, and only taking the last 20 hands or so. Then refusing to discuss further, in spite of me having asked for hand resolutions for the session that have "gone". Add to this the fact that their "compensation" amounts to LESS than was lost in a session that they admit was faulty, (and in NO way makes up for the time an effort i have had to put in), and i feel that this response is merely continuing to show their couldnt give a damn about the customer mentality.
I have to agree with Roar that this not only brings their integrity and ethics into doubt, but in my personal opinion questions wether they are fit and proper to HOLD a gaming licence. (perhaps also explains why they hold an offshore licence too!)
I would respectfully ask what the next step for "Rouge-ing" should be ?
I will. independently, be in touch with the Malta LGA in meantime, but this site is far more "consumer facing", and i feel it is only fair to let the gaming public know the ethics they are applying here (deleting hand history, refusing to discuss further etc_)