Betfair Casino - Failed to provide adequate assistance with Apollo game glitch

RESOLVED
Ben Ferry United Kingdom
posted on December 31, 2016.

It has been over a week, I understand it is Christmas period, but on 22/12/16 I was playing through £200 deposit and £200 bonus with a £2000 play through limit, as I got close to completing, up to around £1900 I was playing on Apollo game and got feature, I had around £268 in my account when the game glitched, although not seen it show first bonus spin won £45. Went through usual issue of clearing browser history still stuck

I made immediate contact through chat line and informed they would investigate, gave them about 24 hours without response and then contacted through chat line again, still appear to be getting runaround copied and emailed VIP team as supposed to be a VIP client, no response so made phone call, three days advised is third party issue, obviously not happy as not able to access my money as stuck in game as bonus fund due to not being able to complete game.

I decide to wait as understand is Christmas, even though they continue to operate. Phone again on Wednesday and informed still no resolution as not heard from third party. Checked betting history but not available either. Phone again on Thursday as they have not got back to me still, same response advise I want my money and want to know what is happening but again not given any information. I contacted again on Friday (yesterday) and agreed that I will get £268 back and allow game to conclude. At last they did get back to me and money was paid into my account. However, the game has not reset and no bonus round, considering bonus rounds are when you get a chance to get a decent payout, I am still very unhappy as not been given a clear response on what has been done and why the bonus game not reset.

Being that I have lost tens of thousands over the past few years, feel this is not acceptable and feel it is a little dubious.

Advised they would get back to me but not holding my breath on past evidence, hence complaint submitted

AskGamblers
posted on January 3, 2017.

Dear @benno,

Please let us know if there's some update on your issue.

posted on January 4, 2017.

Hi Ben,

Sorry for the delay in getting back to you.

I have passed this query on to our team to look into. I hope to have some feedback soon.

Thanks
Scott

posted on January 5, 2017.

Hi Ben,

Thanks for your patience.

I have spoken with support and they informed me that you were on a bonus round which got stuck.

The bonus round had already paid out £268 in winnings when the game broke so we confirmed what was due with Blueprint (game provider) and refunded the rest. The total refund a was manual pay out of £45.80 which was added to your account.

I hope this resolves your issue.

Thanks
Scott

AskGamblers
posted on January 9, 2017.

Dear @benno,

Please make sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if you are satisfied with the decision taken by Betfair Casino management. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

Ben Ferry United Kingdom
posted on January 12, 2017.

was happy with response, although disappointed about timescale

AskGamblers
posted on January 13, 2017.

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.