Casino Complaint Charged twice per spin at Betfred

[abrodie123]

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.

 

[Nate]

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?

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

https://www.casinomeister.com/forums/members/

Nate

 

[abrodie123]

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.

 

[Nate]

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.

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

 

[abrodie123]

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.

 

[Betfred]

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

 

[topoor]

I wonder if many people have been affected by this but are unaware?

 

[dionysus]

It would certainly suck for amyone who may have put a game on auto and left the room

 

[Betfred]

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

 

[topoor]

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.

 

[abrodie123]

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

 

[LaHutti]

To make sure Betfred sees it, and fast, you should probably pm him.

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

 

[abrodie123]

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.

 

[Betfred]

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

 

[chayton]

So was this affecting other playtech casinos too?