BetFred - Resolved

[Nate]

Hi Gang,

I recently decided to make my first deposit at Betfred. I saw them on the main page at CM and realised that I had opened an account, but never really bothered to deposit. I didn't really see many issues with them, so I decided to give them a go.

Well this is how it went...

I made my first deposit and did not receive the welcome bonus (VERY Unfamiliar with Playtech and how Bonuses are awarded). So I contacted Live Help and spoke to the rep. The Live Help rep literally took over 20 minutes and during this period had not resolved my query. He kept telling me I would receive a pop up - He also did not tell me he could manually credit the bonus himself (I found this out later from another Live Help conversation) I moved on and played expecting this 'pop up' but never received it.

So, no train smash, I emailed the Betfred rep on the 5th of January. Waited patiently for a reply for over 5 days, then 10 days, then 15 days.... No response. I contacted the Meister and advised him - Betfred then allocated a rep (Apparently the last one went left the company). On the 21st of January I received a reply from the 'New' Rep. I explained the dilemma I was faced with, and he decided to elevate it to the Casino Manager. I was given the benefit of doubt and received my welcome bonus.

Moving on I emailed the rep asking him specific questions (Currency, Bonuses, Documents Etc). He told me that It was noted on my account that I would qualify for the next stage of the signup bonuses and all I needed to do was contact Live help. So I make another deposit of 100 Pounds and contact live help. I ask the rep for the bonus on my deposit - He tells me I don't qualify for any sign up bonuses and offers me a 'Good Will Gesture' instead. I telll him that I actually deposited for the bonus and he then points me to the Bronze Monthly match which he then credits. I was confused from what the rep here told me initally so I assumed that he was referring to this Bronze Match.

Nevertheless, I make deposits of 1000 Pounds in total for the day, have an OK session, but really nothing to write home about in terms of wins. So I contact Live Help and ask for a chip before my next deposit. I am put through to a VIP Rep and I explain him the confusion about the match bonuses. My intention was to claim (and maximize) the next two stages of the welcome bonus. He credits my account with a Non - Redeemable bonus for my deposits and although I am still angry at not receiving what I intended to deposit for, I give them the benefit of the doubt and move on.

I decide to log in the next day and deposit a few times. I have a tendency of playing UNTIL i get the feature... so I was in the process of playing Ironman 2 and had not gotten the feature (I was about 200 pounds down playing LOW bets) and went to the cashier. I find that my account is LOCKED Midway through my session. I find it odd as I did ask the rep if I needed to send documents upfront and he told me I could If i wanted to - But not that I would be locked out if I didn't.

So here I sit 1200 pounds in deposits and a locked account. I contact Live Help and speak to the VIP rep. He tells me there's nothing he can do, and I must submit the documents before it is unlocked. I hint that i am absolutely Angry that this has happened Mid Session (One thing a Casino must never do is friggin mess with my session - I am spending money here!!!) and I would appreciate if this happened AFTER I played. In a nutshell, they didn't bother and left it locked even though I said I did not have access to a scanner that night. The rep promises that he would review my account for something for the inconvenience and I kinda brush off the experience and wait for contact. None arrives and the verification takes almost two days. I then pop on to live help and ask for the VIP rep. The rep Darren was in, but instead of speaking to me personally, he passes a message that he will review my account and contact me.

So I thought - Cool beans, lemme wait. I grow impatient and contact them the next day, I am told that the rep added a 50% match deposit bonus... I am angered because they STILL expect me to deposit after all the shyte they put me through. The other VIP rep also claims that Darren sent me an email (Which is totally false).... I am angry at how this whole thing panned out so I told the rep, to hand me whatever points I have and I will contact him to close my account. I realise that although they messed up every time I played, I could contact the rep here and let him know of my experience. I PM the rep and wait another 5-6 days until he logs on and tells me He will get back to me and that he was at ICE. I grow more frustrated and ask Bryan to find me another contact after waiting another 48hours for a response. The rep eventually logs in today (another 4 days after my first message) saying he sent a response the same day (but couldn't find anything in his sent items).

In a nutshell he says that the Casino feels I was adequately compensated by the Casino (I received 25% of my deposits)
as non - withdrawable bonuses when my intention was to claim the matches.

I can only speak for myself here, but the their service is aboslutely horrific. They were well aware that the rep left, yet never bothered to get somebody to assist here. Made me like an @SS whilst waiting for them to reply. Locked me out after telling me they did not need docs upfront. They made promises they never kept. I can only note this as one of the worst experiences I have had to date. I seriously can not understand how a Casino can be so slow and insensitive to their customers... I am absolutely disgusted Betfred - Cheers!

I so wish that Casinos would try to please their customers like 32red...

Nate

[chuchu59]

Havent played at Betfred since Playtech decided to stop accepting players living in my country. They used to be very responsive and named themselves 'the bonus king' though honestly the bonuses were paltry. The forum rep would take care of all issues and they were quick in crediting bonuses. Dont know whether this has changed though.

Manchester United is doing ok so they should still be fine.

[Jennifer]

Although I wont get into my storyI had the same kind of issue. I cashed out and closed my account. I deposit and play on a websites casino knowing full well im at a disadvantage and will most likely lose my money and I cant get good service while doing so? See ya!

I havent ever thought of going back. I was actually surprised to see them listed as an accredited casino here as their customer support is one of the worst online. When they make mistakes, they like to blame the customer.

[Nate]

Havent played at Betfred since Playtech decided to stop accepting players living in my country. They used to be very responsive and named themselves 'the bonus king' though honestly the bonuses were paltry. The forum rep would take care of all issues and they were quick in crediting bonuses. Dont know whether this has changed though.

Manchester United is doing ok so they should still be fine.

In all honesty, you're probably not missing out on much seeing the treatment I received. I was PATIENT and gave the Casino ample time to reply or even offer a simple apology for the horrendous service and lack of communication. They do acknowledge that it is not the service i should expect, but in every instance, something goes wrong and they take their time to respond.

Looking at the reps profile, it is evident from the messages posted that there is a lack of responses and that they don't really bother with Complaints. It's one thing to tell customers what to expect and another thing to completely not honor the arrangements you made (I.e Bonuses, Documents etc)

From years of experience playing online, I have realised that I must not rush and slag a Casino off until I have at least afforded them the opportunity to rectify their mistakes 'Behind Closed doors'... When it becomes a fruitless exercise and even a nightmare to get a response, it would be appropriate to vent...

Nate

[AudiManinBoro]

I closed my account at Betfred years ago. A very shabby poorly run casino. I feel for ya Nate

[Nate]

I closed my account at Betfred years ago. A very shabby poorly run casino. I feel for ya Nate

Thanks - Wish I had asked for some advice before deciding to play there.... after receiving the Best Service EVER from 32Red, I continuously expect service on the same level but the reality is it will never happen.

Mind you, I also signed up at PaddyPower and have had good communication with the rep concerning slow spinning reels and other issues. He has always replied to my messages in a timeous manner and tried to rectify an issues I may have had.

Nate

[Osloking]

Hey buddy! sorry to hear that :S i had betfred account year ago but never deposited as i wrote my name wrong (my address was my name ) at the registration and support never seems like to fix that for me so i didnt bother.

i recomand betsafe (netent), they have LARGE bonus offer and this month they having alot of promotion.

but altrough i really understand you miss 32red, they are the best

[Nate]

Hey buddy! sorry to hear that :S i had betfred account year ago but never deposited as i wrote my name wrong (my address was my name ) at the registration and support never seems like to fix that for me so i didnt bother.

i recomand betsafe (netent), they have LARGE bonus offer and this month they having alot of promotion.

but altrough i really understand you miss 32red, they are the best

Thanks Bud - Will give it a shot. Pity that Betfred could not offer a decent service. I really like the layout of their product and the download Casino.

I suppose in the end we move to those who go out of their way to ensure their customers are happy. Its clearly not the case here.

Cheers,

Nate

[threescatters]

Betfred are a truly terrible company imo. If you want to play playtech games then paddypower are by far and away the best choice imo Nate.

[Nate]

Betfred are a truly terrible company imo. If you want to play playtech games then paddypower are by far and away the best choice imo Nate.

I have tried PaddyPower. The rep is good and responds to queries. The only issue I am having is slow spinning reels. Its painful to play and I have even sent a trace to Playtech to figure out where the problem lies. In any event, they can't find the problem and I saw something mentioned by another poster concerning the same issue.

Although PaddyPower is slow, I still deposit and play there. Id rather have slow spinning reels and good service than shoddy service and support. I am surprised through all this time that nobody has come out and said that they received awesome service from Betfred...

Nate