Betfair Casino Dodgy Bonus application & Incompetent CS
I recently took part in a Betfair promotion, wager £100 on your mobile for a £50 bonus with 30* wr. I decided to play Frankie Dettori's Magic Seven and had a shocking run. I played 50 spins at £1.25 and lost £50, so I upped my stakes hoping for a big win to recoup the losses. 15 spins later I hit the bonus round which paid out £75.
The mathematicians amongst you will have worked out that (50* £1.25) + (15* £2.50) is exactly £100 so the spin that I got a bonus round on also triggered the £50 bonus I had been playing for. Imagine my shock when the £75 winnings went to my bonus balance, even though the spin that generated it came from my cash balance. This is because the bonus round is assigned it's own unique game ID and this took place after the bonus funds had been applied.
Betfair and I have been back and forth playing email ping pong for over a week and they are refusing to move on this issue. Worse than that though they are either a) lying or b) so dumb they cannot see how obvious this is.
At first Betfair insisted that the spin was made with bonus cash, and that the penultimate spin had generated the bonus. I screen shot my account history which shows I played exactly £100 and so could not have spun with the bonus funds as the first £100 had to be with real money. I also screen shot the bonus details which showed £50 bonus £75 bonus winnings and £1500 wr. I asked if the spin had been made with bonus funds, why had my wagering requirement not gone down? They dodged this question entirely and responded
"Thank you for contacting Betfair.
Further to your recent enquiry, I am emailing to advise that your winnings were credited correctly to your pending bonus balance as opposed to your main account balance.
Casino management have advised that your balance was at £1.50 two spins before the bonus round hit."
My account balance at this time was in excess of £1,300. If they cannot get something as simple as that right how can they possibly assert that everything else they are claiming is right?
I realise this will be a rare occurrence, a perfect storm of circumstances. The reason for sharing this is simple. I have pretty much written off the £75, it's not a lot of money. I do however hate the principle of casino's doing whatever they like and ripping off the customer and in my correspondence to them I said if they did not sort this out I would name and shame them
You just need to ask yourself one question, do you feel lucky punk?....... Well do ya?
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I worked in a bank for a few years and there were plenty of occassions where things had gone wrong with customers accounts, bank charges, interest calculations not correct etc.
It is basic customer service to look at each complaint and try and understand what the customer is saying, you can usually quickly tell when a customer is in the wrong.
Your example above seems pretty straightforward and it is pretty scandalous that the customer service dont even try to understand the problem.
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This is not uncommon. Has happened to me at least twice (at two different casinos) but I've never bothered complaining. The bonus gets triggered as soon as you meet the staking requirements so if the bonus feature is treated as another game the winnings will go to the bonus. I guess if you pointed this out before you carried on playing CS should do a manual correction but this is betfair...
There is a flaw in the software. A bonus round cannot be triggered by opening a game and just sitting there waiting, so I cannot see how winnings from it can count towards bonus funds.
Originally Posted by moon
Thanks for the info guys.
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Yeah it's a common flaw. Similar thing happens on a lot of the bingo slots (but in player's favour) where what should be bonus money winnings from bonus features is paid as cash.
Originally Posted by horsekeeper
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