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Betfair - Missing Balance

Ruling

Upon investigation and discussion of this issue, Betfair agreed that no clear term had been violated by pavelef during play and returned the full balance that was removed.

At the time of this complaint, Betfair casino were on our Blacklist. Their attitude while discussing this issue was highly commendable showing not just openness in relation to complaints but a willingness to listen to differing opinions. This highly positive approach has encouraged ThePOGG greatly and as such their Blacklist status will be revoked. We will not be immediately linking to Betfair, but over the following couple of years, if this approach is maintained we will continuously review and improve Betfair's rating.

Player's Complaint

Hi Pogg,

I was betting through the wagering requirements using the inbuilt betfair software autoplay function for slots. I was away from my computer and got logged out. When i logged back in, my balance disappeared except for the initial deposit.

Emailed betfair on the issue, and they mentioned that using the autoplay function constitutes a violation of their terms as it is a "robot" player.

Are you able to help?

Thanks.

Read the casino review

6 Responses

User icon
ThePOGG
June 13, 2013

Hi pavelef - Thanks for getting in touch!

I'm happy to contact Betfair and discuss the issue if possible.

Firstly though, I need you to provide me with your username and the email address you used to sign-up to Betfair. Once I've got those I'll contact the casino.

Thanks

ThePOGG

User icon
ThePOGG
June 30, 2013

Hi pavelef,

I haven't yet got a final answer for you regarding this complaint. Betfair have assigned a representative to discuss the issue and we are still talking, but they appear to be getting some conflicting information from other departments. I'll be following up on this tomorrow, so hopefully we'll have some progress this week.

ThePOGG

User icon
kazejin
June 30, 2013

appreciate the help :)

thank you.

User icon
ThePOGG
July 7, 2013

Hey pavelef,

Just wanted to keep you up-to-date.

Currently, my contact at the Betfair affiliate team has decided it would be better for me to speak directly with the security team as they feel some information is getting lost in translation. So they're trying to arrange for someone from the security department to take over this discussion.

I appreciate this is taking a long time, but as long as there's any possibility of a positive resolution I'd rather keep the lines of communication open and be patient.

ThePOGG

User icon
kazejin
July 7, 2013

hi pogg, no problem, i understand.

really appreciate your help in trying to resolve this.

thank you.

User icon
kazejin
July 17, 2013

hello pogg,

just to update that my balance got restored! :)

( about 3200 gbp worth, update the amount you help us players to get back, you are the man! )

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Agreement

kazejin 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:

June 13, 2013

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