- Joined
- Jun 27, 2008
- Location
- Nottingham, UK
Apologies for the long post, but this complaint has been ongoing for almost 2 months now.
I received an email from Betfair a couple of months ago and logged on, deposited a small amount of cash and decided to try out their new slots.
Played some small stakes and thought it a little odd that (in spite of playing max lines), not one single spin won anything. Odd me thinks
So I quit and went to my bet history where there are a number of “winning” lines.
I thought this was odd, so i emailed them to ask them to have a look at it for me. They responded with (and i quote)
Hmm...Odd i thought.. Cos there were quite clearly winning lines on their OWN resolution. See image below.
Expired Image
So i query AGAIN pointing out that their own "resolution" showed winning lines on two specific lines.
I recieved THIS response from someone else.
Interesting. So it went from "you didnt win" to "you did win, and was paid". But i could see no payouts ? How odd.
I query yet again. Asking them to review the entire session. I then recieve this response
So NOW it would appear that i didnt win after all. This was starting to grate a little now. Surely the fact that they have started contradicted themselves is worrying. Their own CS staff simply dont understand their own games. So i decide to ask them to review AGAIN (knowing i am right)
Now it all goes quiet. 6 Days later another betfair CS responds with
Interesting... So they acknowledge that there were no PAYOUTS. Note subtle difference between that and WINNING LINES. Curiouser and curiouser.
So....Being the patient man that I am i ask them to review AGAIN (the session, not just the one game). I then recieve THIS response
Finally...it appears that it is finally going to be looked at by some one else who perhaps understands the problem.
8 days pass. it is now over a MONTH since query originally initiated. I giddy them up and get told
At this point, I get in touch with their representative on this site (Who, i must say has been expemplary in his levels of contact and effort). he says it will be looked into. I appreciate it is out of his hands, but he is the only person i can vent to !
He is kind enough to pass onto "management", who promise a resolution by the friday of that week. Come friday PM, nothing heard, i ask again, and he says "give me til wednesday". We give it til wednesday. Wednesday comes and goes and we are asked to give it til friday. We do.
Their resolution then finally comes through !!!!!
and i Quote
But their resolution only covers 6 games. NOT the entire "faulty" session. For some reason (deliberate or otherwise), i am unable to view my bet history, but do have some of it from that session cut and pasted (phew) and it clearly shows well over 20 games. NOT the 6 they have looked at. So i query it again, pointing out that they have only reviewd 6 out of 30-40 games,(i cant tell how many cos the history has "gone")
I have now had the following response
So they have offered 5x the "winnings" of the 6 hands, but ignored the others in the "faulty" session.
I am wondering how to progress this in a way that doesnt seem like i am gettting personal. RedArmy has been nothing other than helpful, and i appreciate that this is NOT his fault. But someone needs to step up to the plate and accept responsibilty. This is NOT about the cash. It was low stakes (as i was trying out a new slot). but what IF it had been thousands instead of tens of pounds. Their own staff didnt understand the games, refused to believe that there had been an error, then offered a derisory amount in return, and attached WR to it !!
Had i not have persued this down, i would have been fobbed off with nothing. As it is, i am still out of pocket, but i cant tell how much as my hand history has "gone".
I dont know what i want to happen, but if a casino cannot be trusted to
a) payout correctly
b) understand their own games
c) refund monies lost during "faulty sessions
d) elevate and respond to queries in a timely manner
e) Leave their OWN Staff (RA) in a position of uslessness
f) Refuse to investigate genuine complaints further
It makes me wonder how they remain accredited with anyone.
I received an email from Betfair a couple of months ago and logged on, deposited a small amount of cash and decided to try out their new slots.
Played some small stakes and thought it a little odd that (in spite of playing max lines), not one single spin won anything. Odd me thinks
So I quit and went to my bet history where there are a number of “winning” lines.
I thought this was odd, so i emailed them to ask them to have a look at it for me. They responded with (and i quote)
betfair customer services said:I have had a look into the games you provided the Transaction ID's for and, unfortunately, there were no winning lines within your session. I have attached the game resolution of the last spin, as you mentioned it in particular, for your perusal. However, should you require game resolutions for each of the transactions you listed please do not hesitate to contact us so that we can forward them all to you.
Hmm...Odd i thought.. Cos there were quite clearly winning lines on their OWN resolution. See image below.
Expired Image
So i query AGAIN pointing out that their own "resolution" showed winning lines on two specific lines.
I recieved THIS response from someone else.
Betfair CS said:Further to your e-mail below, please note that after looking through the resolution for game Fruit Party I can confirm that you did infact win in line 3 and 9, and you also got credited for these wins as it shows in in your transaction history, which I have attached for your reference.
Interesting. So it went from "you didnt win" to "you did win, and was paid". But i could see no payouts ? How odd.
I query yet again. Asking them to review the entire session. I then recieve this response
(My emphasis not theirs)Betfair CS said:I have looked into the last game (transaction XXXXXXXXX) and can confirm that there were no winning lines during this session. Attached is the result of the game, which was forwarded originally by my colleague, where it clearly shows there were no winning bets. If you still feel there was an error please specify why you think this should be a winning bet in order for us to investigate further.
So NOW it would appear that i didnt win after all. This was starting to grate a little now. Surely the fact that they have started contradicted themselves is worrying. Their own CS staff simply dont understand their own games. So i decide to ask them to review AGAIN (knowing i am right)
Now it all goes quiet. 6 Days later another betfair CS responds with
betfair CS said:Please note that we have re-checked this issue and can confirm that as already stated by my colleagues, unfortunately, there were no payouts during these lines of the Fruit Party slot machine.
I trust this issue is now resolved.
Interesting... So they acknowledge that there were no PAYOUTS. Note subtle difference between that and WINNING LINES. Curiouser and curiouser.
So....Being the patient man that I am i ask them to review AGAIN (the session, not just the one game). I then recieve THIS response
Betfair CS said:Kindly know that I have forwarded your details along with the Game in question onto our Casino Manager to investigate your matter further.
They will look into your matter at the earliest opportunity. We will get back to you as soon as we have their response.
Thank you for your patience and cooperation with this matter.
Please do not hesitate to contact us if you have any further enquiries.
Finally...it appears that it is finally going to be looked at by some one else who perhaps understands the problem.
8 days pass. it is now over a MONTH since query originally initiated. I giddy them up and get told
betfair cs said:Further to your correspondence with my colleague yesterday, please be advised that we are still awaiting a response from our Casino Providers. Unfortunately, we do need to wait until they have fully investigated the matter so that we can act in accordance with their advice. We will get back to you as soon as we receive a response from their end.
I would like to apologize for any delays in getting this resolved and thank you for your patience regarding the matter.
At this point, I get in touch with their representative on this site (Who, i must say has been expemplary in his levels of contact and effort). he says it will be looked into. I appreciate it is out of his hands, but he is the only person i can vent to !
He is kind enough to pass onto "management", who promise a resolution by the friday of that week. Come friday PM, nothing heard, i ask again, and he says "give me til wednesday". We give it til wednesday. Wednesday comes and goes and we are asked to give it til friday. We do.
Their resolution then finally comes through !!!!!
and i Quote
betfair cs said:The winnings of your slots game that have not been awarded to you have been a result of a faulty glitch within the game. (cut for brevity) Unfortunately, the time it took for the technical department of our software providers to come back to us with this information, resulting in our delayed reply to you, is absolutely unacceptable by any standards.
In view of this, please accept a bonus in value of GBP 20 which has already been applied to your account and which you will need to wager only one time to turn it into a withdrawable amount. Please note that any bonus applied by our casino has a life-time span of 14 days during which it will need to be wagered in order to meet the requirements.
But their resolution only covers 6 games. NOT the entire "faulty" session. For some reason (deliberate or otherwise), i am unable to view my bet history, but do have some of it from that session cut and pasted (phew) and it clearly shows well over 20 games. NOT the 6 they have looked at. So i query it again, pointing out that they have only reviewd 6 out of 30-40 games,(i cant tell how many cos the history has "gone")
I have now had the following response
betfair CS said:I’m sorry to hear that our resolution is not sufficient for you. The information that has been sent to you contains the information with regards to the hands that you have had issues with and put forward a complain about.
The audit trail of the hands you have had issue with shows the amount you wagered and were entitled to win. Regretfully, the communication between our customer case services and your selves was admittedly poor. We understand that the situation you were put into was stressful on your part and with full understanding and sincere apologies we have bonused your account in excess of 500% of the amount that was due to you hoping that that will be sufficient compensation.
We now consider this matter to be closed and we will not enter into any further correspondence.
So they have offered 5x the "winnings" of the 6 hands, but ignored the others in the "faulty" session.
I am wondering how to progress this in a way that doesnt seem like i am gettting personal. RedArmy has been nothing other than helpful, and i appreciate that this is NOT his fault. But someone needs to step up to the plate and accept responsibilty. This is NOT about the cash. It was low stakes (as i was trying out a new slot). but what IF it had been thousands instead of tens of pounds. Their own staff didnt understand the games, refused to believe that there had been an error, then offered a derisory amount in return, and attached WR to it !!
Had i not have persued this down, i would have been fobbed off with nothing. As it is, i am still out of pocket, but i cant tell how much as my hand history has "gone".
I dont know what i want to happen, but if a casino cannot be trusted to
a) payout correctly
b) understand their own games
c) refund monies lost during "faulty sessions
d) elevate and respond to queries in a timely manner
e) Leave their OWN Staff (RA) in a position of uslessness
f) Refuse to investigate genuine complaints further
It makes me wonder how they remain accredited with anyone.
Last edited: