Betfair - BetUNfair

[Scatter]

I opened an account at Betfair and claimed the 300% welcome bonus.

with only 5% left to fulfill the wagering requirements, I entered a slot game to complete what was left.
I had a bonus balance of over R$7300 when I finished the requirements.
A message appeared on the screen stating that the requirements were completed and from that moment on, I was playing with real money.
However, when I closed this message, the balance automatically dropped to R$4100.
I entered the transaction history, and there's nothing showing the movements from games with bonus balance, only what was played with real money.
So I withdrew R$3000 and went to sleep.
Just now, I contacted the live chat, and the representative told me that everything is fine and I don't have that amount in my account.
Obviously, I don't have it, and that's the reason I reached out. The representative didn't pay attention and ended the chat.
Has anyone experienced this issue at Betfair?
I've been playing since 2006, I've used many online casinos, and I've never seen something like this before.

 

[TheAddict]

Never knew they did a 300% welcome bonus, at least, not in the UK.
I'm gonna guess that perhaps the reason the balance dropped after completing wagering might be due to not being allowed to withdraw the original bonus amount, being 300% of your deposit. You'd have to check the terms for that bonus, though. A fair few do that due to the percentage being so great (300%, in this case).

As for the balance when you woke up the following morning, are you suggesting that you left some in the account, but that dissapeared too when you checked back? Or that you never received the 3000 at all?

 

[Scatter]

Never knew they did a 300% welcome bonus, at least, not in the UK.
I'm gonna guess that perhaps the reason the balance dropped after completing wagering might be due to not being allowed to withdraw the original bonus amount, being 300% of your deposit. You'd have to check the terms for that bonus, though. A fair few do that due to the percentage being so great (300%, in this case).

As for the balance when you woke up the following morning, are you suggesting that you left some in the account, but that dissapeared too when you checked back? Or that you never received the 3000 at all?

I withdrew 3000 and had 1000 left, played a bit more and left 400 in the account. The 3000 were already credited to my bank account. The issue arose when I completed the wagering requirements. 7300 became 4100. I've read the Terms & Conditions and there's nothing mentioned about this.


The money simply disappeared.

And there's no place in the transaction history that shows the record of the plays while using the bonus money.

 

[TheAddict]

If it's definitely not stated on the home page where they advertise the welcome bonus, or if it's not stated inside that specific promotions individual terms (I'd expect to see it here), and neither stated in the general bonus terms (that the bonus amount itself was not cashable), then I'd be back on chat waiting 18 hours to ask once again why that amount vanished after completion. Although it should be easy to work out yourself if they have removed the 300%they gave you, because if so, the amount they would remove after completion of wagering would be 3x your deposit amount.

Been playing there a while and although it can take an absolute age to get throuth to a rep in live chat, they generally seemed to be quite helpful and understanding in my experience once they decided to appear.

 

[dunover]

@TheAddict His location is Brazil, the LATAM markets have different offers than other places.

@Scatter

It seems like they have a conversion (to cash) limit on the bonus + deposit amount. Did you by any chance deposit 100?

If so, your wagering would be completed on a 400 amount including bonus and a 10x conversion would mean you could only convert 4000, plus you still had your 100 deposit in the account? So 4100 cashable.

As soon as you completed wagering, it would drop to 4100 from whatever amount you are on. It makes sense as 300% bonuses could prove very costly for the casino with no limit on conversion.

View Betfair with a VPN Ip from brazil and I'll wager a spiritual pint that the 10x limit is in the bonus terms for that market.

 

[TheAddict]

Cheerz Dun. Was watching Bayern munich get their ass kicked/losing me money when yeah, It struck me, likely it's a conversion limit.
Nearly helpful, though! One day!
This thread inspired me to blow my loose change thats in my BF account on BOD, 1 line, chasing a bonus. 8 mega teases & 30 normal teases for a feature. Gotta love those lowered rtp's!

 

[jasonuk]

I wonder if people have taken them to the cleaners because the current - and I assume newer - version I can find (may require google cache or VPN to observe, otherwise it will redirect to the EU version of the same promotion):

casino.betfair.com/pt-br/promocoes/bonus-de-300-de-ate-300-mais-20-giros-gratis2

mentions a 35x(D+B) wagering, and that the maximum benefit is now R$300 which is one third of the initial bonus amount awarded.

If you can find the previous promotion page, I expect such a clause will be in there - so the moment you beat wagering, it'll get capped to that amount and released. Unfortunately not much you can do if they've covered it in the terms, it's a fairly standard (albeit nasty) clause when large bonuses are involved - and 10x cap would be considered on the generous side (as you can see above, it's now 0.33x cap) - although instinctively I hate any capped bonus because it'll be the one you hit big on.

Also in true Betfair style... someone been playing beer darts when collating these "similar" promotions together:

• Brazil - Blackjack 10%, Roulette 10%, Live Casino 0%; and yet Baccarat isn't listed (the closest is other card games at 50%)
• Europe - Roulette 50% (excludes low risk), Blackjack 50% (!) and other card games 0%

That would certainly explain the change... €84000 of 99.5% blackjack would be +€480 EV

 

[Scatter]

If it's definitely not stated on the home page where they advertise the welcome bonus, or if it's not stated inside that specific promotions individual terms (I'd expect to see it here), and neither stated in the general bonus terms (that the bonus amount itself was not cashable), then I'd be back on chat waiting 18 hours to ask once again why that amount vanished after completion. Although it should be easy to work out yourself if they have removed the 300%they gave you, because if so, the amount they would remove after completion of wagering would be 3x your deposit amount.

Been playing there a while and although it can take an absolute age to get throuth to a rep in live chat, they generally seemed to be quite helpful and understanding in my experience once they decided to appear.

It doesn't make sense, I deposited R$400. Since the bonus deposit limit was R$300, I had a bonus balance of R$1200 and R$100 in the main cash balance. So, they didn't deduct what was generated from the bonus, as R$3200 disappeared. The bonus balance only starts being used after the main balance is at zero, which happened. Another detail, the bonus balance can only be used on Playtech slots, and this is also not stated in the T&C.

 

[Scatter]

@TheAddict His location is Brazil, the LATAM markets have different offers than other places.

@Scatter

It seems like they have a conversion (to cash) limit on the bonus + deposit amount. Did you by any chance deposit 100?

If so, your wagering would be completed on a 400 amount including bonus and a 10x conversion would mean you could only convert 4000, plus you still had your 100 deposit in the account? So 4100 cashable.

As soon as you completed wagering, it would drop to 4100 from whatever amount you are on. It makes sense as 300% bonuses could prove very costly for the casino with no limit on conversion.

View Betfair with a VPN Ip from brazil and I'll wager a spiritual pint that the 10x limit is in the bonus terms for that market.

Here is the T&C translated into English:


Terms and Conditions

Am I eligible to participate?This offer is only open to players who have never played at Betfair Casino. If you have played in another Betfair product, you are eligible.

This promotion is limited to one account per customer, which means one per family, household address, IP address, email address, phone number, payment account number (e.g., debit or credit card), and shared computer, e.g., in a public library or workplace. Accepted deposit methods include: credit/debit cards, bank transfer, and Astropay.

What do I need to do and when?This offer is valid until December 31, 2023.

You must make your first deposit at Betfair Casino of at least R$ 40. Then, you should select the offer on the promotions website and choose the amount you intend to use for the welcome bonus (minimum R$ 40 and maximum R$ 400), which will be considered the bonus received for wagering requirements. Afterwards, you will receive a 300% bonus on the amount you allocated for the offer, up to R$ 1,200. You must wager this amount 35 times (on deposit + bonus) to be able to convert it to cash. The maximum benefit you can obtain is limited to € 300. You have a period of 14 days from the moment you activate the bonus to meet the bonus wagering requirements. You will receive 20 free spins for the slots immediately after activating the promotion. The resulting winnings will be credited to your account as real money.

How can I withdraw my bonus?You must withdraw at least 40 BRL / $10. Subsequently, the bonus is automatically added to your playable bonus credit.

What do I need to bet before withdrawing my winnings?If you choose to accept this bonus, you will need to wager the accepted bonus multiplier sum as shown in the table above 35 times.

For example, if you "wager" 50 BRL / 500 BRL / $100, you will receive a bonus of 50 BRL / 500 BRL / $100 (100% of your deposit on the welcome offer of all games). You will then need to wager the 50 BRL / 500 BRL / $100 bonus 35 times, which amounts to a total of 8000 BRL / $2,200.

What games can I play to meet the bonus wagering requirement?Eligible games are displayed in the tab on the left of these terms.

Bets on some of our games do not count in full towards the wagering requirements. Instead, they contribute a percentage as described below;

Game | % of bet contributing to bonus requirement

Slots (except double options) 100%

Arcade games, scratch cards, and fixed-odds games (except Spin A Win/Lucky Wheel) 100%

Roulette (all varieties except Zero Roulette and 3D) 25%

Card games (all varieties except Red Dog, Casino Hold'em, Casino War, and Wild Vikings) 50%

Sic Bo 50%

Blackjack (all varieties except Pontoon, Blackjack Surrender, Blackjack Switch, Zero Blackjack, and Stravaganza) 10%

Craps 5%

Video Poker (all varieties) 5%

Zero Games, Blackjack Surrender, and all double options on slots and on Video Poker (all varieties), 3D roulette, and any other games not listed under eligible games 0%

Live Casino Games 0%

EXAMPLE: A 50 BRL / 500 BRL / $100 bet on Craps will be calculated as $5 for wagering requirements.

What happens if I cancel my bonus?If you cancel your bonus, you will also lose any pending winnings you have accumulated. Canceled bonuses and winnings cannot be refunded.

What do I need to do before withdrawing my winnings?You need to complete the wagering requirements within the specified time, as set out above.

How are my funds used in acquisitions/games?When a player decides to participate in an acquisition/game, they must use the combined value of the credits acquired with the specified bonus for deposit. This is called the Casino Promotional Balance. When a player makes a bet in the Casino, they first use the acquired value, and then, if the entire acquired value is used, the bonus balance is used.

Example: A player participates in a 100% game with a bonus deposit of 50 BRL / $10. The Casino adds a 50 BRL / $10 bonus, creating a new Casino Promotional Balance of 100 BRL / $20, which cannot be used until the wagering requirements are met.

The player makes a $1 bet and is not successful, so their Casino Promotional Balance becomes 95 BRL / $19. This means that the player's Casino Promotional Balance is divided as follows: Acquired amount of $9 + Bonus amount of 50 BRL / $10 = 95 BRL / $19.

Where can I see my bonus balance for acquisitions/games?You can see your combined Casino Promotional Balance in two places: 1) in the My Account section 2) In the Balance Summary.

If I have winnings from a bonus, can I withdraw immediately?Bonus wagering requirements must be met before you can withdraw any winnings earned during the promotion. There are no additional wagering requirements for winnings obtained through bonuses.

Can I accept other bonuses while this bonus is active on my account?You can only qualify for one bonus, which will be offered depending on the value of the first accepted amount.

If you trigger a promotional bonus while another is still active, the bonuses in the queue will appear in the bonus balance. All active bonuses will be displayed in your Casino balance, however, all bets on eligible games will count towards the requirements of the first accepted bonus.

General Terms and Conditions (applicable to all bonuses)Bonuses are provided to enhance your enjoyment of our games; however, we reserve the right to govern how bonuses are used before a player can acquire them. Therefore, we consider it necessary to restrict certain types of bets from contributing to wagering/rotation requirements.

1. Any issued bonus is valid for 7 days from the date of issue, unless otherwise stated in the specific promotion. Any remaining/unused bonus at the end of the stated period will be removed from the player's account.
2. All credited bonuses must be "purchased," accepted, or declined. Once accepted, a bonus will be credited to your playable balance. Declined bonuses will not be reapplied.
3. Wagering requirements for bonuses will be applied to an account as soon as a bonus is accepted and/or applied to an account.
4. Upon receiving a bonus, the player will play first with the "purchased" money and only then with the bonus offered by the casino.
5. The casino reserves the right to withhold any withdrawals and/or confiscate all winnings from irregular games. Irregular games include, but are not limited to, one or more of the following game types:

Making single bets equal to or greater than 30% of the bonus value before meeting the wagering requirements of that bonus.

For example, depositing 50 BRL / 500 BRL / $100, accepting a bonus of 50 BRL / 500 BRL / $100, and placing a single bet of $60 on any game.

Moving from a low-stakes game (25% or less) to a high-stakes game (100%) after significant wins in order to meet the wagering requirements.

For example – placing at least one bet on any game on the above list with stakes of 25% or less, winning 100% more than your bet, and transferring your original bet and winnings to a game on the above list with stakes of 100% in order to meet the wagering requirements.

Playing 500 or more consecutive hands/spins in any game and/or playing any game consistently for a period exceeding two hours while a bonus is active.

For example – setting any game on autoplay for 500 spins while you have an active bonus in your account and/or playing for a period of two hours or more (regardless of the number of sessions) while having an active bonus.

Betting on low-risk roulette. ANY combination of bets on European/French roulette games covering 25 or more (68%) of the 37 unique numeric points on the table or on American roulette games covering 25 or more (66%) of the 38 unique numeric points on the table.

For example – if you bet on red and black, you would cover 36 out of the 37 possible outcomes, so this outcome would not count towards the wagering requirements.

Further InformationAll our standard terms and conditions apply.

Casino Bonus Wallet: After selecting "Claim now," the relevant bonus amount will be added to the selected deposit amount, and the total of both amounts will be displayed in your "Casino bonus wallet." You can find out what proportion of your Casino bonus wallet balance consists of your deposited funds (and any winnings from your deposited funds) and what proportion consists of your bonus funds (and any winnings from your bonuses) by calling 0344 871 0000 (PP 0800 056 5275).

Winnings from deposited funds: Winnings generated from deposited funds are used first to "repay" your deposited funds in the Casino bonus wallet. Any winnings generated from your deposited funds after the Casino bonus wallet has been "repaid" are automatically transferred to your main wallet and are immediately available for withdrawal. For example, while betting during a promotion, if you had 50 BRL / $10 of your own deposited funds in the Casino bonus wallet and used 25 BRL / $5 to place a bet, if the bet was successful and you received 50 BRL / $10 back, 25 BRL / $5 would be used to repay your deposited funds in the Casino bonus wallet, and 25 BRL / $5 would be automatically sent to your main wallet.

Winnings from bonus funds: Winnings generated from bets made with bonus funds are subject to the wagering requirements associated with the respective bonuses before they become available for withdrawal.

Right to cancel and withdraw deposited funds and winnings: You can cancel this bonus at any time by selecting "Cancel bonus" on the promotions page. If you cancel the bonus without completing the wagering requirement: (i) any amount in your Casino bonus wallet that has been deposited by you or won using your deposited funds will be transferred back to your main wallet and can be withdrawn at any time; and (ii) all bonus funds and winnings generated from your bonus funds will be canceled, and you will lose access to them.

 

[Scatter]

Take a look at the activity log. The last bet with main funds was at 3:38 PM, from that moment onwards I started using bonus money. I completed the wagering requirements by 2:47 AM. All the plays between that period are not detailed. I have no idea what the entries at 11:51 PM and 11:52 PM are, as I was still using bonus money at that time.





Looking at this now, by adding up the entries from 11:51 PM, 11:52 PM, and 2:47 AM, the total comes to R$7,356, which was exactly what was showing as my bonus balance when I completed the wagering requirements. However, I didn't receive these additional amounts, only the R$4,102.

What I don't understand, or perhaps I do, is the reason for the records of spins with the bonus balance not being saved.

 

[TheAddict]

Barely slept in 3 days here, so no chance of getting my head around it now after reading those terms and then further info provided by op.


@jasonuk
I'm thinkin the "maximum benfit you can obtain" part you mentioned from the terms is in relation to the the part before it where it says the maximum deposit is £400, suggesting in a dumb way that you can only claim £300 in bonus funds if you deposit between 301-400. Though I could quite well be wrong, again.

 

[jasonuk]

I'm thinkin the "maximum benfit you can obtain" part you mentioned from the terms is in relation to the the part before it where it says the maximum deposit is £400, suggesting in a dumb way that you can only claim £300 in bonus funds if you deposit between 301-400. Though I could quite well be wrong, again.

I'm not particularly confident on the meaning either - but I do know that "maximum benefit" is used in sports betting as the maximum reward that can be obtained through a promotion (e.g. Best Odds Guaranteed frequently uses this term).

Regarding the screenshot, the Betfair Activity columns historically were - and based on the screenshot still appear to be:

• Settled Timestamp, Identifier and Placed Timestamp - the first is generally used for sports
• Description
• Average Odds, Stake and Status - used for sports, so blank here
• Debit, Credit and Balance

I have no idea what the entries at 11:51 PM and 11:52 PM are, as I was still using bonus money at that time.

FRTF is the product code for Fortunate 5, which is a game with five progressives. The two wins listed here are likely to be progressive jackpot wins, and thus may be handled differently by the system (in this case, both have been credited to the cash balance immediately, evading both bonus wagering and win caps).

Looking at this now, by adding up the entries from 11:51 PM, 11:52 PM, and 2:47 AM, the total comes to R$7,356, which was exactly what was showing as my bonus balance when I completed the wagering requirements. However, I didn't receive these additional amounts, only the R$4,102.

This doesn't make sense at all, you are adding up the balance totals from those three lines (and I'm suspicious how that "exactly" matches your bonus balance), not the credits - which would be R$2300.00 + R$350.01 + R$1451.97 = R$4101.98

The third transaction of R$2300 is attributed to "null" (which means it is a system action unrelated to a game) and that is the winnings cap being applied. Any amount above that has been removed by the system and is no longer available - this likely means R$2000 was stated as the "maximum benefit" in the terms and conditions, and it has been applied automatically on completion (R$300 buy-in plus R$2000 reward) - in your case you have received nearly double the intended reward because of the progressive wins.

Betfair has a very colourful past when it comes to their promotions - such that they have previously been in the rogue pit. Solid platform, but very questionable customer service - they refuse to interact with player communities, and have been known to try and ignore direct player complaints.