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Betfair - Live Casino complaint

Ruling

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.

Read our Betfair Casino Review.

Player's Complaint

Hello,

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.

Eventually,

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.

Thank you.

Read the casino review

4 Responses

User icon
ThePOGG
May 1, 2017

Hi Alex3530 - welcome to ThePOGG.com!

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

User icon
Alex3530
May 2, 2017

They just credit the bonus to my account, but I can not use it because, as I pointed out in my complaint, a live casino as well as casino slots are not available in my account since April 12th - it's аbout a day after their promise to credit the bonus. I hope they did not try to deceive me again by crediting the bonus and realizing that I can not use it.

Now I'm waiting for a response from Betfair regarding this issue.

User icon
Alex3530
May 3, 2017

They told me that my account was locked due to an attempt to log in from the restricted territory.

Now my account is completely unlocked and I can play live blackjack using my bonus.

Thanks for your help.

Case closed.

User icon
ThePOGG
May 5, 2017

Hi Alex3530,

That's great news!

For the record we have received a response to this issue and the Betfair team has told us they were looking into it. We simply haven't had a follow-up from them yet.

Happy to say this issue has been resolved.

ThePOGG

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Alex3530 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

May 1, 2017

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