1. By continuing to use the site, you agree to the use of cookies .This website or its third-party tools use cookies, which are necessary to its functioning and required to achieve the purposes illustrated in the cookie policy.Find out more.
    Dismiss Notice
  2. Follow Casinomeister on Twitter | Facebook | YouTube | Casinomeister.us US Residents Click here! |  Svenska Svenska | 
Dismiss Notice
REGISTER NOW!! Why? Because you can't do diddly squat without having been registered!

At the moment you have limited access to view most discussions: you can't make contact with thousands of fellow players, affiliates, casino reps, and all sorts of other riff-raff.

Registration is fast, simple and absolutely free so please, join Casinomeister here!

Bitch and Moan Betfred

Discussion in 'Casino Complaints - Non-Bonus Issues' started by Catso, Mar 16, 2012.

Tags:
Thread Status:
Not open for further replies.
    Mar 16, 2012
  1. Catso

    Catso Dormant account

    Occupation:
    Campaign Manager
    Location:
    South Africa
    Hi Everyone,

    Second post on this forum
    and its to moan, sorry guys.

    I think the support and security team of betfred should do a better job, so i opened up a new account with them 2 days ago i deposit about 600 euro, and lost. So last night i decide to have another go so i deposit 100 euro, then it locks me out saying unable to verify i need to send docs.

    So i thought why not ask me for docs after my 3rd deposit or even 5th but 7th?
    So i sent them my docs last night, i get a email today at around 15:00 to say thanks for the docs and everything has been verified, my account is unlocked. So i get home from work ready to have a bit of a game, and guess what my account is still locked :mad: so i ask the CS guy why?

    and he says on his side it shows locked, so i send him the email that i received and he says he will send a email to his security team, and he hopes they wont take to long to get back to him. So i wait on chat and then i ask any idea how long, then he says maybe tomorrow as they are not in??

    So i have to wait, sorry but this just annoyed me. Its good to vent and let it out ;)

    So alas i now have to wait, when all i wanted to do was play.

    Am i being anal? or do i have a right to be angry?
     
    5 people like this.
  2. Mar 16, 2012
  3. Seventh777

    Seventh777 RIP Roy

    Occupation:
    Builder, mainly renovations.
    Location:
    Planet Tharg, dark side, where nothing grows.
    You have every right to be angry, the standard of CS on display around this forum in the respective threads is nothing short of appalling, I have a personal grief with Betfred regarding spamming my mobile with bonus offers, I have gave my recently new phone number to very few casinos and I explicitly state I do not want to receive offers via SMS, bearing in mind I registered at Betfred way before I got my new phone, which in turn leads to only one possible answer - They purchase mobile numbers from someone, hardly the work ethics a highly respected company should incorporate, don`t even get me started on the amount of loan company spam I get text`d each day also.

    Sorry for the slight derail and good luck with this ;).
     
  4. Mar 16, 2012
  5. Nate

    Nate Ueber Meister CAG webmeister

    Occupation:
    Monster
    Location:
    Cyberspace
    Hi Catso,

    I recall starting a thread for the SAME issues as expressed by you. From the assurances I received from the Management, I thought it wouldn't happen again.

    It is with regret that I say - Sorry for suggesting you play at Betfred. I assumed that it was just on unfortunate experience on my part and that the rep would fix it.

    It shows that absolutely nothing has changed and it almost makes me feel embarrassed for recommending them. I emailed the VIP rep on this issue and he brushed it off like it was nothing.

    So much for me ever recommending anyone to play there... Give them a chance and all they prove is their stubbornness and disregard for common courtesy.

    Nate:mad:
     
  6. Mar 16, 2012
  7. slotplayer

    slotplayer Senior Member webmeister

    Occupation:
    webmaster
    Location:
    USA
    Betfred is amazingly arrogrant, the affiliate side is even worse, the worst I've ever seen.
     
  8. Mar 16, 2012
  9. Catso

    Catso Dormant account

    Occupation:
    Campaign Manager
    Location:
    South Africa

    Hi Nate,

    No worries bud, i understand the docs issue ,that its for security but why not just do it before the player can deposit or only on withdrawal like some other casinos? But whats worse is that i send everything and they confirm all is good and then its still locked, that is what grinds me the most.
     
    1 person likes this.
  10. Mar 16, 2012
  11. Nate

    Nate Ueber Meister CAG webmeister

    Occupation:
    Monster
    Location:
    Cyberspace
    I hear you.... In any event, I don't expect much to change. To be quite honest, the rep seems pretty powerless to change things.

    Nate
     
  12. Mar 16, 2012
  13. Catso

    Catso Dormant account

    Occupation:
    Campaign Manager
    Location:
    South Africa
    So i emailed the VIP guy, i will let you know if he replies back.

    Thanks again for your help Nate:thumbsup:
     
    1 person likes this.
  14. Apr 10, 2012
  15. Betfred

    Betfred Dormant account

    Occupation:
    Casino Manager
    Location:
    UK
    Hi all,

    I've just recently taken on the role as casino manager at Betfred and I'm doing a barometer Casinomeister test on the brand and our operation. I can see that some bad CS and Security practices have slipped through and for that I apologise.

    I'm responsible for how the various departments here interface with the Casino. I'm planning to tighten the processes currently in place; security is one I will definitely look at, but happy to receive all other feedback and help those players with current issues (ping the Betfred inbox or post in the forum).

    Look forward to being active here and improving the Betfred casino experience.

    All the best,

    Aaron
     
    9 people like this.
  16. Apr 10, 2012
  17. PegeeSue

    PegeeSue Full Member

    Occupation:
    Finance Officer/Administrator
    Location:
    Canada
    Catso, I understand where your coming from as the same thing happened to me at Betfred. Only difference is that I wasn`t allowed to make a deposit until my account had been verified which meant I had to send in my security docs first. A couple hours later security send me an email saying that they accepted my docs and unlocked the deposit feature on my account.

    So after my 3rd deposit, I happened to win a bit and requested a $1,000 withdraw. It was then that they locked my account and NEVER told me until 3 days later when I inquired about my withdraw. The fraud team sent me an email basically telling me that they didn`t believe I was who I said I was and that my account will remain locked. At first I was steaming but after they finally paid me I got a chuckle because i`ve never in my life been accused of not being me.

    I did pm the rep on here but I was told the same thing in a one sentence reply - that they didn`t believe I was who I was and the account would remain locked.

    My confusion was firstly why would I get an email saying that they approved my docs so I could deposit and secondly only after I made a small win did they decide that I wasn`t who I said I was and lock my account without evening telling me until I inquired about my withdraw days later.

    And I`m in agreement with Slotplayer when he said that Betfred is arrogant. My short experience with them left such a bad taste in my mouth.
     
  18. Apr 13, 2012
  19. Betfred

    Betfred Dormant account

    Occupation:
    Casino Manager
    Location:
    UK
    Hi PegeeSue,

    I'm really sorry to hear about your experience and that you think there is a level of arrogance at Betfred.

    Locking an account without informing the player is not acceptable, nor is some of the bad logic that was being employed here. Leave it with me.

    Regards and have good weekends,

    Aaron
     
  20. Apr 14, 2012
  21. sattty

    sattty Senior Member

    Occupation:
    im disabled so cant work now..but used to be in th
    Location:
    wakefield
    well i certainly wont be signing up with them thats for sure

    buying up mobile phone numbers is a massive no no in my book
     
  22. Apr 14, 2012
  23. slotplayer

    slotplayer Senior Member webmeister

    Occupation:
    webmaster
    Location:
    USA
    Hi Aaron,

    not to derail the thread, but is there a new Affiliate Manger now that Anthony has left?
    I have unresolved issues.

    thanks
    Slotplayer
     
  24. Apr 14, 2012
  25. Nifty29

    Nifty29 Dormant account

    Occupation:
    PAID CASINO SHILL
    Location:
    Turn right, then right. then right again

    It has been covered before, but basically it is untenable to ID customers before the first deposit.

    As it stands, it can take 1-3 days to get docs approved at first cashout. The security dept would only be dealing with a relatively small number of accounts each day, as players are all verified at different times I.e. staggered.

    If pre-deposit verification were introduced, can you imagine the following situations, of which one would be necessary:

    1. An existing casino. An email is sent informing players that no further deposits will be accepted until ID is verified. Yes, some will already have done so, but it would leave a very large amount of players with accounts locked, and a delay of weeks before their ID is verified. Result? Players leaving en masse to play elsewhere that doesn't have this requirement.

    2. A new casino. New accounts remained locked until docs are verified. Considering new casinos can get hundreds or thousands of signups each day in the first few weeks, a new player might wait a month to be able to make their first deposit. Would you wait a month to deposit? Well, some might, but there probably wouldn't be a casino there left to deposit into. Again, most players will go elsewhere.

    Introducing pre-deposit verification is commercial suicide for the operators that introduce it. The only remote possibility is that EVERY operator does it simultaneously....which would never ever happen.

    If you have your docs all scanned and ready to go, and send them the minute you make your first cashout, you will almost never have issues (provided you are legit of course).

    It's the way things are, and there's a good reason for it, so players should really stop moaning about it and just do it. It's not the big deal some make it out to be.
     
    1 person likes this.
  26. Apr 18, 2012
  27. Nate

    Nate Ueber Meister CAG webmeister

    Occupation:
    Monster
    Location:
    Cyberspace
    It is a BIG deal.

    When I initially signed up, I asked the relevant questions. Do you need docs upfront / Will my account be locked if I don't submit and all the good stuff about bonuses. I was assured in writing that IF docs were needed, I would be notified (Not locked out for 2-3 days and Mid Session)

    Its one thing to request documents on Cash out and another to LOCK an account after your have already made 1000 Pounds in Deposits AND you are playing.

    Betfred should either request the documents on WD like other places or do their checks and send a courtesy email that the account would be locked if documents are not submitted in a specified period.

    There really isn't an excuse, its not professional the way they deal with these issues and there are better ways to go about requesting documents.

    Nate
     
  28. Apr 18, 2012
  29. Betfred

    Betfred Dormant account

    Occupation:
    Casino Manager
    Location:
    UK
    Hi Slotplayer,

    We have people stepping up to fill the gap Anthony left, in particular Nicholas (nicholas.thompson@petfre.gi), who will be casino focused from now on. Feel free to PM me or email Nicholas your affiliate queries and we'll get back to you ASAP.

    I will investigate the purchase of mobile #s at Betfred, though I can't imagine we would engage is such behavior as it doesn't work and, more importantly, is utterly unethical.

    Many thanks,

    Aaron
     
    1 person likes this.
  30. Apr 19, 2012
  31. Betfred

    Betfred Dormant account

    Occupation:
    Casino Manager
    Location:
    UK
    Hi all,

    Reference the mobile numbers: we do use third parties/affiliates to supply numbers. I've reviewed the contracts and they are strictly opt-in, whereby mobile users have given permission for the third-party to use their details with related parties (us). I'm asking them to show me how clear this is in operation and will be cancelling contacts if I'm not satisfied they comply with industry standards or Betfred's.

    Kind regards,

    Aaron
     
    1 person likes this.
  32. Apr 19, 2012
  33. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    Just don't do it. If players want SMS marketing, they will give YOU their mobile number. (Provide a field for this, along with a "why do you want this" guide, on the registration form).

    Using third party lists can never be done with the assurance that all the numbers are "opt in". For a start, many users are tricked into supplying their mobile numbers to one company by being told it is "compulsory" to do so, very much like it is "compulsory" for players to supply at least one contact number when registering at a casino. Often, these companies trick the user into allowing "third party" access to the numbers, often by saying something along the lines that because they use contractors to supply some services, refusal to "opt in" to allowing third party access would mean the "first party" service not working properly.

    Another problem with SMS marketing is "roaming", which can mean players PAYING their mobile network to receive your spam. This is almost guaranteed to enrage those who have not specifically opted in to receiving these SMS messages when registering.

    Finally, their is the transient nature of mobile numbers, due mainly to how often some people change their phones. My niece went through over 6 phones in under a year, and had at least 3 different numbers:confused: Some phones (with SIM and number) were sold or passed on to friends and family, so SMS marketing could be going to people who have NOT opted in. In theory, you could be sending your marketing to children.
     
    2 people like this.
  34. Apr 19, 2012
  35. Betfred

    Betfred Dormant account

    Occupation:
    Casino Manager
    Location:
    UK
    Hi vinylweatherman,

    I absolutely agree, and the only reason I haven't stopped this now is because it sits just outside my remit. I have raised it again today in another meeting and the head of mobile will be getting some serious pressure to justify the use of third parties on all 3 of your points.

    The results of that meeting and any insights into how we acquire mobile #s from the third parties will be passed on here.

    Many thanks,

    Aaron
     
  36. Apr 19, 2012
  37. LHofsdal

    LHofsdal Ueber Meister MM

    Occupation:
    Retired
    Location:
    NY
    I do not play at Betfred, but I will admit, it is nice to see a rep be PROACTIVE!!! To many times we have had reps come here and really do nothing at all to solve issues.

    Keep up the good work Aaron, from what I can see you are doing a a good job, just remember it is going to take time to clear up past issues and re-assure players that everything is back up to speed. Patience and honesty is the key here, and I see you are honest and hopefully patient.

    Wishing you the best of luck, and success!!

    LH
     
    5 people like this.
  38. Apr 20, 2012
  39. KasinoKing

    KasinoKing WebMeister & Slotaholic.. CAG MM PABnonaccred webmeister

    Occupation:
    House-Husband and Casino Advisor
    Location:
    Bexhill on sea, England
    Very well said - I second that! :thumbsup:

    KK
     
    1 person likes this.
Thread Status:
Not open for further replies.

Share This Page