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BetFred - Resolved

Discussion in 'Online Casinos' started by Nate, Feb 3, 2012.

    Feb 3, 2012
  1. Nate

    Nate Ueber Meister CAG webmeister

    Occupation:
    Monster
    Location:
    Cyberspace
    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
     
    1 person likes this.
  2. Feb 3, 2012
  3. chuchu59

    chuchu59 gambling addict CAG PABnonaccred

    Occupation:
    EXECUTIVE
    Location:
    SOMEWHERE IN ASIA
    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.:p
     
  4. Feb 3, 2012
  5. Jennifer

    Jennifer Banned User - violation of <a href="http://www.cas

    Occupation:
    stuff
    Location:
    canada
    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.
     
    1 person likes this.
  6. Feb 3, 2012
  7. Nate

    Nate Ueber Meister CAG webmeister

    Occupation:
    Monster
    Location:
    Cyberspace
    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
     
  8. Feb 3, 2012
  9. AudiManinBoro

    AudiManinBoro Ueber Meister MM

    Occupation:
    Sales
    Location:
    UK
    I closed my account at Betfred years ago. A very shabby poorly run casino. I feel for ya Nate :mad:
     
    2 people like this.
  10. Feb 3, 2012
  11. Nate

    Nate Ueber Meister CAG webmeister

    Occupation:
    Monster
    Location:
    Cyberspace
    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
     
  12. Feb 3, 2012
  13. Osloking

    Osloking Quit Gambling

    Occupation:
    Melodies :3
    Location:
    Norge or NO-WAY!
    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 :lolup:) 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 :)
     
    2 people like this.
  14. Feb 4, 2012
  15. Nate

    Nate Ueber Meister CAG webmeister

    Occupation:
    Monster
    Location:
    Cyberspace
    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
     
  16. Feb 5, 2012
  17. threescatters

    threescatters Dormant account PABnonaccred

    Occupation:
    .
    Location:
    UK
    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.
     
    1 person likes this.
  18. Feb 5, 2012
  19. Nate

    Nate Ueber Meister CAG webmeister

    Occupation:
    Monster
    Location:
    Cyberspace
    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... :confused:

    Nate
     
  20. Feb 5, 2012
  21. threescatters

    threescatters Dormant account PABnonaccred

    Occupation:
    .
    Location:
    UK
    for me that happens sometimes on instant casino at paddypower. if i open and close the game a couple of times at the start until i get a "good" connection then that solves it.

    best way to solve it is to play the paddypower download casino which is all the playtech games. no connection issues then.
     
    1 person likes this.
  22. Feb 5, 2012
  23. steveh35

    steveh35 Senior Member

    Occupation:
    ..
    Location:
    doncaster
    I have swapped from betfred to Paddypower they offer better odds on sports the website layout is easier to use trying to find a horse race on Betfred is a nightmare on Paddy power just click next five races. Also Betfred I have reached the reward bonus but it will not let me claim I find Betfred so slow to load pages. The only reason I would go back to Betfred is they have better lottery odds. I do find Paddypower customer services bad I asked them twice why they are not offering a certain football bet i like and they respond i got was "We are just customer services I do not deal with making betting odds" and an email response of "email me back with the odds you would like I will look into it".
     
  24. Feb 6, 2012
  25. Nate

    Nate Ueber Meister CAG webmeister

    Occupation:
    Monster
    Location:
    Cyberspace
    Thanks for all the Feedback and replies fellow members. I don't anticipate anything to change there in the near future and judging from all the comments and experiences which have all been Negative thus far - in terms of their service, it illustrates that I should not be playing there to begin with.

    To be honest, I RARELY publish a thread about a Casino, unless I have tried to resolve the issues I'm having.

    People sometimes wonder why I'm so in love with 32Red - This is exactly the reason. I would never have been treated like this there - Goes to show why only 1 Casino is receiving the awards while others are more busy pissing their customers off and ensuring they don't return.

    Cheers,

    Nate
     
  26. Feb 6, 2012
  27. Betfred

    Betfred Dormant account

    Occupation:
    Casino Manager
    Location:
    UK
    Afternoon Guys,

    Just wanted to thank Nate for giving me the opportunity to respond - I'm sorry that we weren't able to find away to make him happy with his experience of Betfred Casino.

    In terms of the response times mentioned then I'm happy to confirm that the service we delivered was well below standard and we accept this. Nate is correct that the previous casino manager had moved on and whilst we of course try and limit the impact this has on players and communications we clearly got this one wrong.

    Although I'm from the Betfred marketing team I've taken on the logins for this account whilst the current casino manager gets his feet under the table. This hiatus between who was taking on the 'Meister forum role was the reason for the unacceptable delays but for the foreseeable I'll be doing my best to respond in good time to anything.

    As I work in marketing the impact of poor service on customers is clearly or paramount importance to me and I will be passing on all comments highlighted in these issues to the respective managers.

    All the best

    Anthony
     
    7 people like this.
  28. Feb 6, 2012
  29. chuchu59

    chuchu59 gambling addict CAG PABnonaccred

    Occupation:
    EXECUTIVE
    Location:
    SOMEWHERE IN ASIA
    Nice to see you respond Anthony. This forum is an accurate barometer on how casinos treat their customers. It does seem Betfred is slipping quite fast so you are likely to have your hands full in no time.
     
    1 person likes this.
  30. Feb 6, 2012
  31. dazlazz

    dazlazz Experienced Member

    Occupation:
    Prophet
    Location:
    London, UK
    Betfred - 'the bonus king' - or soo the marketing team have been advertising for years - the bonuses are only really applicable for horseracing yankees/mutliple bets i.e. you need to pick at least 4 horse winners to really get anything out of the bonuses!!

    As regards their casino product...from what I can recall they have been looking for a decent Casino Manager for years....so if they have a new Manager in place, its fair play for him/her to have a fair crack of the whip and try and improve their entire casino experience!

    FAO new Betfred Casino Manager - sit on these forums if you have time, rather than letting a rep deal with casino issues.

    Regards,

    Daz
     
  32. Feb 6, 2012
  33. Jasminebed

    Jasminebed Closer to 100 than Birth

    Occupation:
    Not in workforce
    Location:
    Ontario
    I've been playing with Bet365 for a while now. I've been very happy with all my dealings with support, including an issue that received a response from the Casino Manager (and I'm a low roller). While the bonuses are not large, there's usually one available to me for slots if I ask (and sometimes I'm offered one even if I don't ask). I feel the comp points are fairly generous for online, and require no playthrough when you cash them out.

    I've not played as often since my favourite game, Ultimate Fighters is no longer on the playtech platform.

    I've tried Omni, but I had those slow spinning reels and didn't get full screen. I am impressed with their handling of TemperanceFox's recent issue however.
     
    1 person likes this.
  34. Feb 8, 2012
  35. Nate

    Nate Ueber Meister CAG webmeister

    Occupation:
    Monster
    Location:
    Cyberspace
    I have been in communication with Betfred and I would just like to report back on the issue:

    I thought that it would only be fair for me to give the Casino the opportunity to rectify what was incorrectly done. I was referred to a VIP rep by the CM Rep Anthony.

    I have emailed the rep and reiterated the reasons for my dissatisfaction. The VIP Rep has been very responsive in engaging me with regards to my complaint.

    I have tried to resolve the issue and have pointed out obvious fails that have lead me to be dissatisfied. Whilst some of the issues were being acknowledged it pains me to see that blame is shifted from the Casino to the Security Department.

    In a nutshell:

    Betfred Messed up and its quite sad that they will not have the integrity to try to even rectify the issue. I sincerely cannot understand that they would literally believe that I was 'Compensated' by means of Non - Cashable bonuses (for previous deposits) and that everything is alright. All they have said was that they have addressed the issue with the relevant departments.

    If I cannot take the Reps word for what I could expect, why do I even bother contacting them? I gave them the benefit for the communciation fails - Then the benefit for the failure to credit bonuses.

    I told the Rep last night that I was in the process of playing and very importantly playing for the Feature. I progressively up my bets and IF I do not hit the feature, I WILL deposit and continue until I do with a bigger bet size - That's how I play. I have done this many many years and have had big hits like you see in the Winner Screen shots for $5000 +. I'm not implying that I would have had a big hit, but pumping 200 pounds into a slot with a specific goal in Mind ' Get the feature or go broke' and being thrown out without being given the opportunity to complete the session is where my issue lies.

    Its akin to playing a Slot in a B&M and then after pumping in a few $$$ getting dragged away from the machine and thrown out of the casino with a banning for two days. I don't believe they have the integrity to refund my play for their haphazard handling of the issue me so I have decided to close my account (Which has already been done). In the end, you all know that I play a lot and its the principal of the matter here - Not the money. Own up and admit you messed up every step of the way but also take your customers into consideration - Its not all about the Casinos Pocket.

    This post is in no way intended to Coerce the Casino into giving me something - Its about ethics and integrity. In every instance they messed up and even fail to acknowledge the consequences of their actions and have the nerve to offer me a deposit bonus and say I would be looked after if I played more???? For me this is a dismal FAIL.

    Cheers,

    Nate
     
  36. Feb 8, 2012
  37. Nate

    Nate Ueber Meister CAG webmeister

    Occupation:
    Monster
    Location:
    Cyberspace
    I would like to report back that a Senior Betfred Manager has contacted me regarding the issues experienced. I have been in communication with him after he intervened during communication with the original VIP rep.

    He has read the correspondence between myself and the rep and looked at the reasons for the complaint. I will post once I have concluded communication.

    Nate
     
  38. Feb 8, 2012
  39. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom

    I have had this playing Fruit Machines, and it is corrupt practice. This is beacuse the games are compensated, and if you are down, a certain percentage is held back in a "pot" and the game will eventually return to it's RTP by going on a "streak". A corrupt practice was to watch someone chasing this streak, and then have them thrown out on false pretences, and then the perpetrator would go on the machine and take out this "pot". Often, it is staff or the owner of the premises. It is more common in places like pubs where you are not one of the regulators, and also at places like fairgrounds and small arcades. It is unlikely to happen at big resorts and places like motorway service stations.

    Whilst it may generate the same anger when it happens online, there is no scam as the slots are random, and do not build pots to be taken out by other players. Where games do have a progress towards a feature that is gained by collecting items, this is account specific, so that other players cannot come along and take your personal "pot". Online, it is about superstition, and perceived to be tactics aimed at breaking someone's run. The same is done in B & M casinos, where a player on a winning streak is repeatedly distracted by being plied with free drinks, excessive changes of cards and dealer, and being told the table is closed and to move to another.

    If the security department is to blame, it is STILL the casino's fault, as they employ this department, not the player, nor the regulator. By blaming their own security department, they have simply blamed themselves.
     

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