Whine and Moan Betfred

[Catso]

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 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?

 

[Seventh777]

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 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?

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 .

 

[Nate]

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

 

[slotplayer]

Betfred is amazingly arrogrant, the affiliate side is even worse, the worst I've ever seen.

 

[Catso]

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

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.

 

[Nate]

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

 

[Catso]

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

So i emailed the VIP guy, i will let you know if he replies back.

Thanks again for your help Nate

 

[Betfred]

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

 

[PegeeSue]

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.

 

[Betfred]

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

 

[sattty]

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

 

[slotplayer]

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

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

 

[Nifty29]

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.

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.

 

[Nate]

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

 

[Betfred]

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

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

 

[Betfred]

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

 

[vinylweatherman]

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

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 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.

 

[Betfred]

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

 

[LHofsdal]

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

 

[KasinoKing]

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

Very well said - I second that!

KK

 

[Nifty29]

Very well said - I second that!

KK

If I second your second, am I fourthing it?

2nd + 2nd = 4th ???

If so, I fourth it.

Anyone going to 6th it???

 

[Betfred]

Thanks everyone - we're going to shake things up with the casino and hopefully we'll see that manifest as good feedback here.

Have great weekends (if I don't post again today!)

Aaron

 

[runner40]

POOR PAYOUTS BETFRED

glad to see others are complaining about betfred so i am just going to have a bit of a moan myself ,firstly i have been gamling online for over 15 years i have seen it all more or less good times bad etc .i recently joined betfred after having a very long run of poor play from 32 red which i still think is one of the best online sites unfortunately i withdrew money from them and have been unable to win since this happened over over a year ago .btw it was only a quarter of what i had already lost .bluesquare is also just as bad atm you cant get a win or bonus .anyway back to betfred i am now down over 250 quid with them in just over 3 months .i only play once or twice a week but so far the game play is totally pathetic no scatter bonuses no wins its just a complete disaster .you start 40 -50 quid and its just loss after loss is digraceful how can they get away with it do ecogra or some other organisation not do there jobs .i reckon the numerator paying out at around 40 -50 % the gambling online has gone downhill badly in the last 3 years imho .i will be playing again next week and will update 15 mins for 50 quid pretty bad casino in my opinion .

 

[dunover]

I had a similar experience at Betfred casino, plus I never received my SUB bonus either. This isn't Betfred thiough, this is what you get on playing Playtech slots, IMO the worst money-suckers there are, and that has been my experience at all playtechs I've played at. You won't get a low-variance experience on most of them, and features tend not to overlap, ie. one falls in before the revenue from the other is gone. Obviously that cannot occur all the while, but sometimes it's nice to get a good play for your cash.

 

[Nate]

glad to see others are complaining about betfred so i am just going to have a bit of a moan myself ,firstly i have been gamling online for over 15 years i have seen it all more or less good times bad etc .i recently joined betfred after having a very long run of poor play from 32 red which i still think is one of the best online sites unfortunately i withdrew money from them and have been unable to win since this happened over over a year ago .btw it was only a quarter of what i had already lost .bluesquare is also just as bad atm you cant get a win or bonus .anyway back to betfred i am now down over 250 quid with them in just over 3 months .i only play once or twice a week but so far the game play is totally pathetic no scatter bonuses no wins its just a complete disaster .you start 40 -50 quid and its just loss after loss is digraceful how can they get away with it do ecogra or some other organisation not do there jobs .i reckon the numerator paying out at around 40 -50 % the gambling online has gone downhill badly in the last 3 years imho .i will be playing again next week and will update 15 mins for 50 quid pretty bad casino in my opinion .

250 in 3 months is not bad at all... Whilst i understand people do not have the same budgets to play, I have lost +-10 000 Pounds in 2 -3 months at Betfred but I do not believe that there is anything wrong with their Slots.

I have also had withdrawals and neglected to cash out decent sums. At the end of the day, I am also a long time gambler and when luck is on your side ... its on your side. When things go bad... they can get worse...

What type of Slots do you play and what is your average bet size?

Nate