Betspin - Phil
Dormant account
- Joined
- Dec 2, 2014
- Location
- Malta
Ok I've had it with BetSpin
1st Issue
Neteller Deposits are reflecting as failed (reported to Phil and Mikka). The Failed deposits resulted in me redepositing and getting a double amount deducted from my account. So in any event, I go on to Live Help to report this. 'Isabella' which I must say is one of the most CLUELESS Chat reps EVER (Im sorry - she just is that bad) - Tells me she will add the bonus. She adds extra and when I tell her its incorrect, she adds more but doesnt remove the other money. I am eventually sitting with over 900 Euro (from a 100 Euro Deposit) after asking her to credit a 50% bonus. After easily 45 minutes she still can't get it right so I get hold of Phil and Mikka to alert them and they fix it.
2nd Issue.
Today I received a promo code for a deposit of 50% up to 50 Euro. So I go ahead, deposit 100 Euro and use the code - transaction fails and bonus is not credited. So I go to Live Chat again. Guess who is online - Isabella . Whilst I'm trying to tell her I did not receive the bonus, my account is debited again for 100 Euro - I didn't even Deposit because I know although it 'fails' - it is actually successful. I make no biggie, report it and withdraw the extra 100.
Now Isabella credits me 25 Euro instead of 50 and states that its 50% up to 50 Euro so I may receive a max of 25 Euro. I repeatedly tell her its incorrect and she repeatedly insists that its correct. How can BetSpin employ a staff member that cannot count is beyond me. She either credits too much and insists its correct or too little. She even said she confirmed it and she is 100% correct.
WTF really? Failed transactions being credited, Money being removed when you DIDN'T Deposit, Staff not knowing what a 50% Bonus is...
I did not want to post here, but ive seriously had enough. Sorry guys, this makes you look extremely BAD.
Nate
Hi Nate,
I am extremely sorry to hear your story and the difficulties you have encountered playing at Betspin so far.
This is by no means how we want any of our players to find or experience playing at Betspin. In fact one of our long term goals is to have one of the best customer services teams in the industry. We may not be there just yet but we are striving to improve in this area every single day.
In regards to the first issue, please rest assured that we are currently working with Neteller to pinpoint the root cause of the problems that you have mentioned. At present they appear to be isolated issues, which is making it difficult to replicate and as such it is regrettably taking longer than we initially anticipated to identify and resolve. In regards to the issue of over-payment, that was unfortunately a technical fault with our system and not actually an error on Isabelle’s behalf but we appreciate your honestly in informing us of what happened.
In regards to the second issue, I will have this matter investigated internally and will also send your complaints to the Head of our Customer Care team.
I have just had a quick look at your account and can see that you now have the correct bonus amount. Please rest assured that we would never debit deposited funds from your account for no reason. It appears the additional deposit that you made was sent back to your account as a withdrawal, as requested. In fact I have had this withdrawal processed immediately, so the funds should already be back in your account by now.
In addition I have also credited your account with an extra bonus to compensate you for the inconvenience and unpleasant experience you have had so far.
Although this doesn't really help with what has already happened, I am confident that this is not and will not be the average experience for a Betspin player.
Thanks,
Phil.