Betfair - Live Casino complaint
Resolved - After a security issue related to the player logging in from a restricted territory, Betfair have resolved the issue and the player has access to their account.
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On the eighth of April, when I was playing live blackjack, I won a bonus of 500 GBP (on live blackjack, with only 5x wagering requirements) for getting three identical cards, in accordance with the previous T&C's of the promotion "Hit 3 of a kind and get your bonus!". [EDIT]. from Betfair Customer Service confirmed to me after she contacted the manager, that this promotion is also applied to the table where I play - Live Unlimited Blackjack, "as there is nothing which indicates otherwise on the promotion".
Excerpt from chat with [EDIT]:
[EDIT]: I am terribly sorry about this. I have confirmed this with my manager.
[EDIT]: It actually applies to Unlimited BlackJack however the bonus will be credited after 24 hours.
[EDIT]: Game code 6634618765 date 2017-04-08 20:18:45 GMT+03:00
[EDIT]: I am very sorry about this [EDIT].
[EDIT]: So my bonus will be credited within 24 hours?
[EDIT]: Yes it will be credited after 24 hours.
[EDIT]: Already passed 72
[EDIT]: The promotion still applies to unlimited blackjack?
[EDIT]: Yes it still applies to Unlimited BlackJack as there is nothing which indicates otherwise on the promotion.
(I have a screenshot with this chat)
Despite this, instead of crediting in 24 hours the promised bonus, Betfair have set in my account restrictions on casino slots and live casino.These products are no longer available in my account. However, other gambling products are still available (Arcade, Macau, Bingo).
After sending a complaint to Betfair, I received a response that I did not fulfil T&C's, because in accordance with T&C's "Only play at Betfair branded tables will count towards this promotion." and "Only the decision making players (box owners) for each box can qualify for a prize.".
In my reply to this, I pointed out that both these terms were absent in the T&C's at the time of receiving a combination of three identical cards. I provided a screenshot with previous T&C's that confirms this.
After that, they told me that Eligible Games only lists Live Blackjack and i was playing Live Unlimited Blackjack. But it's just ridiculous. Unlimited Blackjack is type of Live Blackjack. And in previous Live Blackjack promotions, Live Unlimited Blackjack was an eligible game, despite the fact that it was not listed. And I received small bonuses for playing Unlimited Blackjack many times in these promotions.
1. AFTER I won the bonus Betfair changed T&C's of the promotion, and in accordance with the new T&C's refuses to credit the bonus.
2. Customer service advisers and managers lie and are not responsible for their words.
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