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Casino Complaint Charged twice per spin at Betfred

Discussion in 'Casino Complaints - Non-Bonus Issues' started by abrodie123, Nov 12, 2012.

    Nov 12, 2012
  1. abrodie123

    abrodie123 Dormant account

    Occupation:
    Manager
    Location:
    Glasgow
    Hi,

    I was wondering if anyone else had experienced this.....

    I was playing slots on Betfred online casino and after a while noticed that I was being charged twice per spin,ie, if my balance is £50 and my stake is £2, when I pressed play my balance was going down to £48 then £46 while the reels were still spinning. As I was playing on AutoPlay this meant an extra stake was taken for every spin.

    I spoke to the online chat advisors, who could not see a problem but sent the complaint to their software people.

    no response yet, I'm quite concerned I'll just get told it never happened. In all i was over charged about £180 through this.
     
  2. Nov 12, 2012
  3. Nate

    Nate Ueber Meister CAG webmeister

    Occupation:
    Monster
    Location:
    Cyberspace
    Hi Abrodie123,

    Playtech Slots usually remove the amount that you are currently set to wager from your balance, although the amount is actually NOT removed until you play.

    If you have a $50 balance for example, and your bet is set to $2.50, your balance will reflect as $47.50 although you have not yet spun. Once you spin, the amount will be deducted. I hope that makes sense?:p

    You can also escalate your query to the BetFred Rep who will certainly look into it for you:

    http://www.casinomeister.com/forums/members/betfred.html

    Nate
     
    1 person likes this.
  4. Nov 12, 2012
  5. abrodie123

    abrodie123 Dormant account

    Occupation:
    Manager
    Location:
    Glasgow
    Hi nate,

    Thanks for replying.

    i understand what your saying but i mean i was charged twice for every spin. To be clearer, 5 autospins @ £2 each actually cost me £20.
     
  6. Nov 12, 2012
  7. Nate

    Nate Ueber Meister CAG webmeister

    Occupation:
    Monster
    Location:
    Cyberspace
    Thanks for the Clarification. Your BEST bet is to contact the Betfred rep as stated above. He is also the Casino Manager and should try to resolve your issue swiftly.

    Nate
     
  8. Nov 12, 2012
  9. abrodie123

    abrodie123 Dormant account

    Occupation:
    Manager
    Location:
    Glasgow
    I should also mention that the extra money that was taken reappeared in my balance at one point but disappeared again before i had the chance to withdraw it.
     
  10. Nov 21, 2012
  11. Betfred

    Betfred Dormant account

    Occupation:
    Casino Manager
    Location:
    UK
    Hi abrodie123,

    I can confirm there are indeed isolated cases of this happening. I've instructed the support team to issue emails to players who have questioned their balance with information about the problem and, where applicable, allocate compensation. Please PM your Betfred username and I will review your account personally.

    I can state here that the problem lies with Playtech. It is their number 1 priority and will be deploying a fix in an emergency release ASAP.

    Finally, many apologies for this, abrodie123, and to anyone else that may be effected by the problem, but please bear with us while Playtech resolve the problem.

    Kind regards,

    Aaron
     
    2 people like this.
  12. Nov 21, 2012
  13. topoor

    topoor Banned User - Multiple banned forum accounts

    Occupation:
    Professional
    Location:
    UK
    I wonder if many people have been affected by this but are unaware?
     
  14. Nov 21, 2012
  15. dionysus

    dionysus can turn wine into water CAG MM

    Occupation:
    n/a
    Location:
    I'm a Canucklehead
    It would certainly suck for amyone who may have put a game on auto and left the room
     
  16. Nov 21, 2012
  17. Betfred

    Betfred Dormant account

    Occupation:
    Casino Manager
    Location:
    UK
    Absolutely, I agree. We are all over this and applying a lot of pressure on Playtech. We are looking at individual cases and compensation, we're also looking at how to raise awareness of the issue, but this is difficult given it effects only a handful of players.

    Again, apologies, and we'll be giving updates here as well as to effected players individually.

    Regards,

    Aaron
     
  18. Nov 21, 2012
  19. topoor

    topoor Banned User - Multiple banned forum accounts

    Occupation:
    Professional
    Location:
    UK
    I dont particularly trust Playtech on issues such as this to be honest. I played at Paddypower recently and had lots of failed hands during my play there. The message was "Invalid Session" I believe. I never got to see the end of my hands and was told all affected games would be refunded. Im supposed to just trust this was all above board. No evidence was provided to me and even if I was fully reimbursed the perception is one of mistrust.
     
  20. Nov 29, 2012
  21. abrodie123

    abrodie123 Dormant account

    Occupation:
    Manager
    Location:
    Glasgow
    Hi bet Fred, thanks for replying.

    I didn't check back on this post till now so sorry for dely in replying!

    My bet Fred username is also abrodie123, I have phoned customer services a number of times but apparently they have not heard back from playtech yet, it has been a few weeks now!

    Please try to have a look, its a considerable amount of money I was wrongly charged!

    Thanks
     
  22. Nov 29, 2012
  23. LaHutti

    LaHutti Sr. ÜberUnter Ass. Man. webby PABnonaccred PABaccred

    Occupation:
    .
    Location:
    East and West
    To make sure Betfred sees it, and fast, you should probably pm him.

     
    1 person likes this.
  24. Nov 29, 2012
  25. abrodie123

    abrodie123 Dormant account

    Occupation:
    Manager
    Location:
    Glasgow
    Done!

    I'm glad they are the issue exists at least. I was pretty sure I would be fobbed off with "technical support say they cant see any problem"!

    hopefully everything will be resolved soon.
     
  26. Dec 3, 2012
  27. Betfred

    Betfred Dormant account

    Occupation:
    Casino Manager
    Location:
    UK
    Hi all,

    Just a quick post to let you know that Playtech have issued an emergency release to fix this issue across the network. We're monitoring the situation but so far we've had no repeat occurrences. If do experience any issues, please let me know here or PM me.

    Thanks and, again, apologies for any inconvenience caused.

    Kind regards,

    Aaron
     
  28. Dec 3, 2012
  29. chayton

    chayton aka LooHoo CAG PABnonaccred webmeister

    Occupation:
    Freelance Designer
    Location:
    Edmonton Canada
    So was this affecting other playtech casinos too?
     

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