EMAIL RESPONSES

SBR EMAIL RESPONSE TEST: JUNE 1, 2004

Objective: To test the speed and effectiveness of sportsbook customer service by email.

Test Email Submission

Hello;

My name is Marjorith Thompson and I would like to ask a couple of questions regarding your company.

I like betting on soccer and I would like to know if your company offers betting odds on this sport? How many international leagues do you actually book?

What's the maximum payout allowed? What are your rules regarding over time? What's the price structure of your betting odds, how much is your commission? When do you post your lines?

I would probably like to open a new account with your company, but I would very much like to get the answers for these questions first.

Thanks in advance for your prompt response.

Regards,
M. Thompson

Response time:	60 min or less	1 - 2 hours	2 - 4 hours	4 - 24 hours	over 24 hours	None
Grade:	A	B	C	C-	D	F

Sportsbook Name/ E-mail Address	SBR Response Rating	SBR Comments on Book's Response	Actual Response
Pinnacle csd@pinnaclesports.com	Email Test Grade: A+	• Promptness of Response:A+ • Professionalism when addressing the issues: A+ • Quality of Response: A+	N/A
Hollywood info@hollywoodsportsbook.com	Email Test Grade: A	• Promptness of Response:B • Professionalism when addressing the issues: A- • Quality of Response: A	N/A
BetMaker help@betmaker.com	Email Test Grade: A-	• Propmtness of Actual Response:C • Professionalism when addressing the issues:A • Quality of Response: A	N/A
SkyBook support@skybook.com	Email Test Grade: C+	• Promptness of Response:D+ • Professionalism when addressing the issues: B • Quality of Response: C+	N/A
Bet365 customerservices-eng@bet365.com	Email Test Grade: D+	• Promptness of Response:D- • Professionalism when addressing the issues: C- • Quality of Response: D	N/A
TradeWinds help@tradewinds.co.cr	Email Test Grade: D-	• Promptness of Response:C+ • Professionalism when addressing the issues: D- • Quality of Response: F+	N/A
BetRoyal csd@betroyal.com	Email Test Grade: F-	• Promptness of Response:F- • Professionalism when addressing the issues: F- • Quality of Response: F-	N/A
Heritage Sportsbook cs@heritagesports.com	Email Test Grade: F-	• Promptness of Response:F- • Professionalism when addressing the issues: F- • Quality of Response: F-	N/A