From the Desk of Max Drayman
I’m sorry to say that from the player complaints side of things Betfair is very much of the “hear no evil, see no evil” persuasion: if they can ignore a player’s issue that’s exactly what they will do, with extreme prejudice. We’ve seen a fair number of Betfair complaints over the past few years and they haven’t responded to, nor even acknowledged, a single one.
The bottom line is this: any player with an issue they wish to pursue will have no choice but to follow the Complaints procedure specified in the Terms. Any variance from the specified procedure will invalidate the player’s complaint and they’ll basically be told to go back to square one. Once the Complaints procedure has been exhausted players will have no choice but to take their issue to arbitration via the casino’s designated ADR. After that it’s the courts.
So in case it’s not perfectly clear, Betfair gets a big “thumbs down” from me on their handling — or rather non-handling — of complaints. They’re well aware of the situation and could make the problem disappear in a heartbeat but for reasons known only to them they’re simply deaf, dumb and blind to anything of the sort.
