My name is Roger and I am the Betsafe Customer Service Manager.
I have looked into your query, and I would like to clarify once more, as customer was indeed informed by support a number of times, that the bets have already been voided, and the stake of the bet refunded and available on the account.
These markets, and the relevant odds customer is showing, reflected the First type of score of the match by that specific player, and since this was not clear in the name of the market this was corrected to make it more clear. As is the standard procedure and right thing to do, any bets placed on this market before the change of name were all Voided.
This is totally in line with the Terms and Conditions of the Sportsbook, which very clearly cover this scenario:
"Betsafe has at its absolute discretion the right to correct any palpable errors and to take the necessary steps to provide a fair service for its clients. A palpable error could be any incorrect information published in regard to an event. For example, incorrectly (reversed) setup handicap, wrong team/teams/participants, incorrect deadlines or technical errors etc.
We also reserve the right to correct obvious errors with the input of betting odds and/or the evaluation of betting results even after the event - or to declare affected bets void. It is the client’s responsibility to ensure they place their bets correctly."
So as per Terms and Conditions all these bets were voided. Also, as customer pointed out, further to this, we had also made a one time exception and even settled one of these bets as won, again, I do make this clear, we made a one time exception by settling one of these bets as won, only as a good will gesture. This is in no way any rule or obligation as the Terms and conditions clearly state, and it is quite sad to see that what was a kind gesture is now being expected as some obligation.
I need to confirm that no more exceptions will be done, now or in the future and that by voiding we have correctly followed the Terms and Conditions the customer should make himself aware of.
Betsafe Customer Service Manager