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Absolute Cluster**** of an issue with Redbet

  • 21-05-2016 11:03am
    #1
    Registered Users Posts: 512 ✭✭✭ Arbitrary


    Hey folks,

    This is a long one..

    A little over three weeks ago I placed a series of bets with Redbet via their Superlive live betting platform. They have two live books and unfortunately they limited me on their standard book so I used superlive where I could bet bigger amounts.

    I placed bets totalling approx. 1500 EUR. All of these bets were incorrectly settled as losers.

    Examples...

    2016-04-28 14:18:13 Universitet-Yugra v Ryazan 2nd Quarter Points U/O 49.5 Under 49.5 €68.00 2.00 Finished 0.00 00:26 Q1 00:00 None 10:00

    2016-04-28 14:17:55 Universitet-Yugra v Ryazan 2nd Quarter Points U/O 49.5 Under 49.5 €132.00 2.00 Finished 0.00 00:26 Q1 00:00 None 10:00

    (betting 200 per unit but max bet was 132).

    I waited three weeks as they "investigated" this matter and I received no response or update on what was going on other than, the third party service provider is investigating. I chased them up every few days for two weeks and I was given no information.

    I took the liberty to email the CEO of Metric Gaming (Superlive) asking for an update, to which they informed me as far as they were concerned the matter had been dealt with. To be fair to them they responded immediately and they weren't happy that Redbet were telling me they were causing the delay.

    On Wednesday I got an email from Redbet with the following.
    We hope alls is well.
    First of all we would like to apologize for the waiting for your case. We had to contact our betting provider and see what have happened.
    The have explain that there have been technical issues when you placed the bet, and therefor the bets where just "verifying" or
    settled as lost, when there where a win. We can see that all bets have been refunded to you. Also, because of the waiting time
    we have added €50 in betting bonus as a compensation.

    Once again, we apologize for any inconvenience and wish you a lovely day. If have any further questions, do not hesitate to contact us.

    Kind regards
    Rebecka

    What a flaky response and no real explanation as to why they didn't resettle the bets correctly but I'm sure they have their asses covered with their ts&cs. At this point I just want my money back and arguing my case with redbet will be a complete a waste of my time, so I'll take it up with regulatory bodies.

    I log in to my account and I can see the 50 eur free bet and nothing else. On my account history I can see the bets have been refunded but again they are not on my balance.

    I raise this with Redbet and wait 48 hours and they start pulling the same line, we're waiting to hear back from our third party provider. Once again I contact them and the same story, they call bull**** on that story so I emailed Redbet again and cced the head of operations from Metric Gaming and he asked the same questions I did, where on earth is my money and why are they telling me they are waiting to hear back from Metric gaming when it's obviously bs.

    What are my options as far as making formal complaints with regulatory bodies. They are regulated by the UK commission and Malta but they also have an Irish remote gaming license, according to their site non UK residents are not covered by the UK commission. Complaining to LGA (Malta) will be a pointless exercise, they are useless with dealing with complaints. I've searched online and all that comes up is info on Revenue's website regarding Irish remote gaming licensing, is there anyone I can lodge formal complaints regarding their Irish license?

    I decided to go public with this as I would hate to see a fellow punter go through the same mare I've experienced with them.

    Any thoughts/advice is greatly appreciated.

    I will say the following, up until this issue cropped up everything went smoothly and all my withdrawals were processed without issue, but they handled this matter in a very unprofessional manner. Over three weeks later it's still not resolved.

    TLD

    Winning bets were settled as losers on Redbet, I was told they were void/refunded but they have not returned my money to date.


Comments

  • Registered Users Posts: 956 ✭✭✭ Arrow in the Knee


    First of all their reply that you have kindly shown us reads like a teenager wrote it.

    And also no one spells Rebecca like that.

    The problems you are describing is one of the reasons why I'm reluctant in using these smaller betting companies with at least 100euro bets on soccer matches.

    So OP do you think it stems from the fact that you were exceeding the max bets allowed and they're dragging their heels/playing the slow game.

    1500 euro is alot of money for them to be holding onto.


  • Registered Users Posts: 512 ✭✭✭ Arbitrary


    Yesterday I reached out to upper management of their parent company Nordic Leisure, woke up this morning to an apology from Redbet's COO, money refunded and free bet bumped up to 250. Result!
    First of all their reply that you have kindly shown us reads like a teenager wrote it.

    And also no one spells Rebecca like that.

    The problems you are describing is one of the reasons why I'm reluctant in using these smaller betting companies with at least 100euro bets on soccer matches.

    So OP do you think it stems from the fact that you were exceeding the max bets allowed and they're dragging their heels/playing the slow game.

    1500 euro is alot of money for them to be holding onto.

    I don't think so and I can only speculate. The third party provider did confirm there were technical issues on their system. All books cover their bases that in the event of price discrepencies/technical issues they can and will void bets. Fairly standard practice. I've no reason to believe both companies are conspiring to mislead me over what is likely a small sum for both of them.

    They primarily serve Nordic markets and most of their support team are from this region. I do my homework before I deposit on any book. Malta is usually a red flag but they have a rep on Casinomeister and a history of resolving complaints fairly. Hence why I decided to try them out. As I mentioned, up until this issue I was a happy camper, withdrawals processed within a matter of hours.

    Big sigh of relief this is sorted, as far as chasing them up to resettle the bets as winners, based on other book complaints I've come across I don't think I'll get any joy on that front.


This discussion has been closed.
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