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Betfair Casino - Where did my money go?

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Betfair Casino

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£ 68

jackflush Regno Unito
pubblicato il 23 agosto 2017

I was playing live roulette, I placed my bets betting on 2 columns, a message came up saying "bet not confirmed please make sure you click the confirm button ", there was no confirm button, so I checked my settings and I was set to auto confirm.

I tried again, the same message came up, my stake was taken and not returned, the bet did win, I didn't expect to be paid out but I did expect my stake back.

I waited over 20 mins on live chat to speak to someone, tried to call but again could not get through.
I left it till the morning and called again. The lady I spoke to at around 12am on the 21st of August confirmed other players had had the same message.
She looked at my account and could not see the £40 bet. Of course not, it was not confirmed, I explained that the funds were taken, also explained the bet would have won so either way the money should not be missing.
She asked for the game number........ yeah like I'm going to sit there writing every game number down !!

The same thing happen about three months ago, an investigation was carried out but they could not detect missing funds.

I accept I have lost this money, but I lost it unfairly and after being a very loyal customer for almost 8 years it leaves me feeling quite bitter.

Since Betfair improved their online casino and gave their dealers new uniforms there has been nothing but issues.

They know they had issues that night as you could not speak to anyone via chat, phone or twitter.
The bet is not on the statement as it was not confirmed but the funds were taken !!! 100%

I know this can't be resolved but I'd like betfair to take note as I imagine a number of complaints will come in of this nature.

pubblicato il 23 agosto 2017

Hi James,

Sorry to hear that your query was not resolved. Could you kindly get in touch with us via Twitter @BetfairCS https:­//t­wit­ter.co­m/B­etf­airCS or directly from Facebook https:­//w­ww.f­ac­ebo­ok.c­om­/Be­tfair/ or leave us a mobile number so that we can contact you and have a further look into this for you please?

Regards,
Luke

jackflush Regno Unito
pubblicato il 23 agosto 2017

I contacted the customer service team via twitter as requested.
I was asked for screen shots. I explained I didn't have those, I've played on Betfair for 7 years with no issues, only since the upgrade have I been experiencing problems.
Unfortunately the person on twitter today advised me that he/she wasn't working Monday night so couldn't really help but would sent an email to see if anyone else knew of any problems that evening.

So it's a stale mate, my word against a gambling giant.
When looking for my next site to deposit in to I will pay very close attention to online reviews.

pubblicato il 24 agosto 2017

Hi James,

I've had a look into this for you and can see that one of our representatives has escalated your query to another department to try and see what went wrong for you. Unfortunately we do not have an update as of yet, but rest assured we will get back to you via Twitter once we do. Thanks for your patience with this matter.

Regards,
Luke

jackflush Regno Unito
pubblicato il 24 agosto 2017

Thank you.
I have been offered and given a £10 bonus, that does not cover my loss.
I decided to see if the problem has been fixed.
Please see the attached file and if you can point out to me where the confirm button is that would be great, And also if you could advise your IT department that I have not gone crazy that would also be great !

pubblicato il 25 agosto 2017

Hi James,

The bonus that was offered was simply a goodwill gesture for you whilst we look into this issue. There is no resolution as of yet therefore we ask for your patience with this matter. All you need to do when placing the bet is place the chip on the table, ie, red or black, number, column etc. If your chip is still on the table when the timer runs out then your bet is confirmed and you will see a pop up which makes it clear (please see attached images).

Whilst we appreciate that you'd like this matter to be sorted asap, we ask you to kindly allow us more time to look into your query properly for you. Rest assured we will get back to you as soon as we get an update.

Regards,
Luke

pubblicato il 25 agosto 2017

Unfortunately it seems like the second image did not attach, so here you go James.

Regards,
Luke

jackflush Regno Unito
pubblicato il 25 agosto 2017

sorry i was showing you other players having the same problem.......

So there you go Luke !!!

Thanks again for your help

jackflush Regno Unito
pubblicato il 27 agosto 2017

It goes against my instinct Luke but I'm going to deposit £200........ I really hope you have sorted this issue out and I'm not going to regret this !!
Thanks again for your help

pubblicato il 29 agosto 2017

Hi James,

We are very sorry that this issue has not been resolved as of yet. It looks like you may have highlighted an issue that was affecting other customers. I have forwarded your screenshots to the technical team and asked them for an update so will keep pushing to find a resolution for you.

We will get back to you as soon as we have an update but feel free to contact us in the meantime should you require any further assistance.

Thanks for your cooperation with this matter.

Regards,
Luke

jackflush Regno Unito
pubblicato il 31 agosto 2017

Well after 10 days I feel it's fair to state the level of customer service is shocking .

I know you have to follow your process but it does highlight how much you value your customers individually.

This website is pushing me to state if this issue has been resolved and unfortunately it will have to go down as unresolved.

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