Betsafe vs aaron830

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aaron830

Newbie member
PABaccred
Joined
Dec 28, 2015
Location
Rotorua
I have attempted to contact the rep for betsafe but he/she has not replied.

I am writing to the community for help with an issue I am having with Betsafe who I thought were a reputable casino not paying me a prize from a tournament.

About a week ago I came 4th in a slots tournament called the great gadget giveaway prizes are gadgets and a casino bonus with 2x wagering requirement.

The prize was 450 GBP and a "silver level gadget" of my choosing. (I chose an ipad).

Winnings were meant to be paid out at 18:00 CET the following day, I waited and waited asking multiple times where the bonus and prize code were.

After around 3 days I was given the prize code but the bonus money was no where to be seen.(The ipad is so far no where to be seen either but i was told to allow up to four weeks it has been only two so far.)

I asked customer service multiple times what was happening with it and they told me it was coming and there was just a Hold up with this promotion I thought this was understandable because it was christmas and things may take longer with less staff etc etc.

But then again I decided to ask when I should see the bonus in my account and I was shocked to see they had changed their tune and tried to tell me that no bonuses were offered as prizes only gadgets. This was told to me via email. I knew for a fact that the prizes for placings included gadgets and bonus funds and even have pictures of what the prizes were.

Here I will upload the evidence. I very much enjoyed gambling with this casino and cant believe they would lose a customer who deposits thousands over a 450 pound bonus and also throw their reputation down the toilet.

So I would like to speak with a Betsafe Rep and get what I am owed and I dont think that is much to ask at all.

Sorry for the clarity of the pictures they are clearly visible but they were taken on my cell phone. You can clearly see that 4th place prize is a silver gadget and 450gbp.

The countless hours wasted and frustration of having to deal with customer service that dont know anything about the casino had left a very bitter taste in my mouth for betsafe in general. To be honest having to talk to customer service 8+ times not including emails and being told you are wrong when you know you are right is quite horrible service.

We customers shouldnt have to complain like this on forums.

great gadget giveaway.jpg email.jpg t&c.jpg

I have more photos of emails and such but I think this is enough for now. To prove that 4th place did infact include a 450gbp bonus prize.
 

Harry_BKK

Dormant account
Joined
Dec 18, 2014
Location
Balcony
They do have a Rep here at CM as they are part of the Betsson Group. He was last online on the 6th January, so he's active. You can contact him via PM here: https://www.casinomeister.com/forums/members/

If they do not offer a fair solution go for a PAB, this is a free arbitration service offered here at CM: https://www.casinomeister.com/forums/help/pab-rules/

I know about this promo and it was clearly BONUS + GADGET for the TOP5.

EDIT: Just saw you mentioned that you tried to contact the rep. Since they have not replied, nor offered a fair solution go for the PAB.
 

hedgehok

Meister Member
mm3
Joined
Jul 30, 2014
Location
Germany
Hi Aaron.

I finished in the same tournament. I was actually unsure if it's bonus+gadget or only gadget but I assumed it was gadget only since the first got the highest tier while the other tournaments they had during their x-mas calendar the 1st got only the 2nd highest tier gadget but a bonus in addition. I remember to have read a different formulation than you have made the screenshot from. Maybe they have changed the wording during the promotion. Might be a confusion on their end. I wouldn't mind an additional bonus though.

I didn't receive my prize either but didn't complain since at their x-mas t&c they stated it may take up to 60 days IIRC.
Probably it's best to relax and wait for the reply of the rep and if that doesn't happen to PAB.
 

Hugger44

Registered
Joined
Jun 15, 2016
Location
Sweden
Hi Aaron.

I finished in the same tournament. I was actually unsure if it's bonus+gadget or only gadget but I assumed it was gadget only since the first got the highest tier while the other tournaments they had during their x-mas calendar the 1st got only the 2nd highest tier gadget but a bonus in addition. I remember to have read a different
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formulation than you have made the screenshot from. Maybe they have changed the wording during the promotion. Might be a confusion on their end. I wouldn't mind an additional bonus though.

I didn't receive my prize either but didn't complain since at their x-mas t&c they stated it may take up to 60 days IIRC.
Probably it's best to relax and wait for the reply of the rep and if that doesn't happen to PAB.

Hi Guys!

Was this issue ever resolved? I play tournaments on Betsafe a lot but I will stop doing this if a lot of players are having problem with the winnings. I should add that the only time I won a prize in a tournament I did receive it (free spins)

Thx a lot.
 

aaron830

Newbie member
PABaccred
Joined
Dec 28, 2015
Location
Rotorua
Thanks for the reply a guys.

That's what I thought aswel Harry

What place did you come hedgehog? It's interesting you say this because I'm sure whilst the tournament was playing the bonus amounts were altered slightly on the website and maybe in your case vanished completely.

Hugger this hasn't been resolved yet. It's been over two weeks of trying through talking to them. Resorted to posting here yesterday.

Thanks guys
 

Betsson-Group

Betsson Customer Support Manager
Joined
Jan 17, 2012
Location
Malta

Hi,

I'm sorry that you are not happy with our handling of the case nor my reply time. However kindly not that you contacted me via private message at 10:39AM CET yesterday. Like the majority of Casino reps on the forum I work Monday-Friday and therefore I rarely check the forums during weekends. I'm always willing to look into complaints or questions from our customers and I hope this clarifies any misgivings of me intentionally ignoring your private message.

A few days ago you submitted a complaint at a different site, and I have requested a review of the case and the details to get forwarded to me. Once this have been conducted I will get back to you with a more lengthy reply via private message.

Best Regards,
Halvor
Betsson Group
 

Betsson-Group

Betsson Customer Support Manager
Joined
Jan 17, 2012
Location
Malta
Hi Aaron.

I finished in the same tournament. I was actually unsure if it's bonus+gadget or only gadget but I assumed it was gadget only since the first got the highest tier while the other tournaments they had during their x-mas calendar the 1st got only the 2nd highest tier gadget but a bonus in addition. I remember to have read a different formulation than you have made the screenshot from. Maybe they have changed the wording during the promotion. Might be a confusion on their end. I wouldn't mind an additional bonus though.

I didn't receive my prize either but didn't complain since at their x-mas t&c they stated it may take up to 60 days IIRC.
Probably it's best to relax and wait for the reply of the rep and if that doesn't happen to PAB.

Hi Hedgehok,

As it's Sunday I'm afraid I can't really check if everything has gone correctly for you now. I therefore advice you to contact our Customer Support department and they will escalate it to the relevant team. Alternatively I can look into it tomorrow afternoon if you PM me your account details.

Best Regards,
Halvor
Betsson Group
 

lotusch

A little mix of Dutch and Irish
Joined
Jun 3, 2013
Location
Dún Dealgan
I think you should be fine OP.
I play at CasinoEuro since years and never ever had issues with Betsson group.
They pay superfast and have a good CS team.

Never play tournaments as it is just not my thing but this is a very respectable outfit and if you are entitled to that bonus money I am sure you will get it. :thumbsup:
 

aaron830

Newbie member
PABaccred
Joined
Dec 28, 2015
Location
Rotorua
Hi,

I'm sorry that you are not happy with our handling of the case nor my reply time. However kindly not that you contacted me via private message at 10:39AM CET yesterday. Like the majority of Casino reps on the forum I work Monday-Friday and therefore I rarely check the forums during weekends. I'm always willing to look into complaints or questions from our customers and I hope this clarifies any misgivings of me intentionally ignoring your private message.

A few days ago you submitted a complaint at a different site, and I have requested a review of the case and the details to get forwarded to me. Once this have been conducted I will get back to you with a more lengthy reply via private message.

Best Regards,
Halvor
Betsson Group

I appreciate that you don't work weekends but you said you received a complaint from me from another forum. I submitted a formal complaint there a week ago that was not replied to which is why I came here. But I do thankyou for replying this time and hope this can be resolved. So thanks for that.
 

aaron830

Newbie member
PABaccred
Joined
Dec 28, 2015
Location
Rotorua
I think you should be fine OP.
I play at CasinoEuro since years and never ever had issues with Betsson group.
They pay superfast and have a good CS team.

Never play tournaments as it is just not my thing but this is a very respectable outfit and if you are entitled to that bonus money I am sure you will get it. :thumbsup:

I would like to think it would be fine but so far in what I have experienced from their customer service it has been a nightmare. Horrible to deal with and treat you like an idiot basically trying to rip you off.

No problem to make a deposit but almost impossible to get what you are owed in my experience. Hopefully other people's experience has been better.
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
I would like to think it would be fine ...

Hi. You submitted a PAB yesterday morning. Since then you've posted three times in violation of the PAB FAQ guidelines, items 2.6 and 3.12.

Please ensure that you have you read and understood the PAB FAQ (see Casinomeister's Player Arbitration Service) The FAQ tells you the scope of our service, what you can expect from us and -- also very important -- what we expect from you. If you don't understand and/or cooperate with the PAB process then your PAB will very likely fail. So please ensure you have read the FAQ.

Also, please state clearly whether you wish to proceed with the PAB -- and will respect the guidelines in the FAQ -- or dump it and continue posting here. It's one or the other, your choice.

Thank you for your cooperation.

Finally, thread title changed to avoid possible damage to the PAB process. The original title was "Betsafe trying to rip me off".
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
Thanks max I would like to continue the PAB and will respect the rules.

:thumbsup: I'll get back to you when I have some progress on the case to discuss.

Regards,
Max, Casinomeister.com
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
FWIW it appears the facts of the case show that the prize was "gadget + bonus" up until Christmas, "gadget only" thereafter. It appears the OP played and won just after the change, hence his winnings are "gadget only" which he has received. I'm waiting to hear back from the OP to confirm his dates and thereby make the final decision on the case.
 

aaron830

Newbie member
PABaccred
Joined
Dec 28, 2015
Location
Rotorua
Hey max have replied to your email. The promotion only ran for the 24th of December and ended at midnight and the bonus was offered the whole time as seen in my screenshots.
 

PaaskeDenmark

Always think positive
webmeister
PABnoaccred
CAG
Joined
Nov 24, 2008
Location
UnKnown
From what i remember there was a slot tournament seperate for gadgets and one other separate for Bonus Prizes. I remember that is how they have done it before. And they normally run them like that? But still badly worded from betsafe as seen on the left screen shots. (PS this is just my comment to this as this is PAB so i do not wish to get into a discussion of course)

PS betsafe have made bad mistakes before and also not given correct terms conditions and made it look better in promotion texts. I pulled them up around the Euro last year as well regarding their special bets they had also.
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
Hey max have replied to your email. The promotion only ran for the 24th of December and ended at midnight and the bonus was offered the whole time as seen in my screenshots.

As I understand it from the casino, and the evidence they provided, that is not the case. From what I've seen there was one promo run up until Christmas, then the Terms changed (namely the prizes) and the modified promo ran thereafter.

Unfortunately I don't see that your screenshots prove anything because they do not show a system date-stamp. In fact the casino says your screenshot -- showing gadget + bonus -- does not correspond with the date you played and won. Their evidence from the date in question does show what I've described: gadget only.

If you have evidence showing both the Terms and winnings you claim on the date in question then please send it to me. Otherwise you have to realize that I have evidence to the contrary which, at this point, I have no good reason to doubt.
 
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