[DR225]

I was hedging a tennis parlay with bookmakers live tennis betting on the Karlovic/Tomic match and somehow, a live bet that I thought was void due to the changing odds, actually went through. I tried betting on Karlovic at -125 and in the middle of the bet processing, the odds changed to -133, so I immediately re-bet at -133. So now that I had my hedge in, I went downstairs and started watching True Detective (best show of the year) with a friend. 20 minutes later, I check on the bet (Tomic won) and I saw that the original -125 bet actually went through...Having losses at -133 and -125, this really hurt the profit margin of the parlay, so I hoped beyond reason that bookmaker's customer service might help me out.

After spending some time talking to the polite live chat representatives, I was instructed to call in and when I did, the supervisor credited me the $125 bet that I originally didn't think went through. I was a big fan of this book before but I will remember this act of kindness for a while. I probably wouldn't have said anything if Karlovic actually won too lol...

Here is the rather long chat log:

Please wait for a site operator to respond.
You are now chatting with 'Tiffany'
BKR209702: hey
Tiffany: Welcome to our Live Chat Department. My name is Tiffany. How may I be of assistance?
BKR209702: I was live betting a tennis match just now
BKR209702: and I put in a bet on Karlovic at -125
BKR209702: $125 to win $100
Tiffany: You have contacted the right place!
Tiffany: For security reasons, will you please confirm your password?
BKR209702: xxxxxxx
BKR209702: so I tried to put a $125 bet on him to win $100
Tiffany: Thank you.
BKR209702: and the lines changed and it told me I didn't make the bet
Tiffany: Are you able to hold while I transfer you to the Wagering department?
BKR209702: sure
Please wait while I transfer the chat to 'Oscar'.
You are now chatting with 'Oscar'
BKR209702: hey
Oscar: Hello sir.
BKR209702: I was making a tennis live bet and there was a mistake
BKR209702: I was trying to live bet the Karlovic vs tomic match
BKR209702: at -125, I tried to bet $125 to win $100
BKR209702: as I was making the bet
BKR209702: the odds shifted, which canceled my bet
BKR209702: the odds moved to -133, so then I bet $133 to win $100
BKR209702: now, like 20 minutes later, I see that the first bet actually came in
BKR209702: so I bet it twice
BKR209702: which wasn't supposed to happen, since the live betting told me the first bet didn't go through
BKR209702: look at the time between both bets too, it must be like 5 seconds
BKR209702: because as soon as it said my first bet didn't go through, I tried the second bet
BKR209702: 178804951 and 178804964 are the two live bets in question
Oscar: Who told you the bets did not go trough.
Oscar: ?
BKR209702: the live betting console
BKR209702: it stopped while processing
BKR209702: the bet
BKR209702: I knew the 2nd bet went through but the first bet wasn't supposed to have gone through
BKR209702: I only wanted to bet it once
BKR209702: see the time difference between the bets
BKR209702: I"ve made 1000s of live bets at this site, I know when a bet has gone through
Oscar: OK i am checking with my supervisor, please hold on a second.
BKR209702: thanks
Oscar: Thank you for holding.
BKR209702: no problem
Oscar: We checked out with the people in charge of live betting, and we have no reports of errors in the system. And unfortunely we can not give you the money for that.
BKR209702: look at the difference between bets though
BKR209702: it takes like 7 seconds for a bet to be accepted
BKR209702: so there is like 1 second between the first bet and second bet
BKR209702: look at the time difference I meant
Oscar: It shows 16 seconds difference.
BKR209702: ok and how long does it take for a bet to be accepted?
BKR209702: 7 or 8 seconds
Oscar: But anyway we explained the case to them, and that was their answer.
BKR209702: go above them then
BKR209702: if it takes 7-8 seconds for a bet to be accepted
BKR209702: that I means I had 1 or 2 seconds in between that to bet it again
Oscar: Yes i understand sir, but there was no message showing an error, and the bet went trough, besides there was a line change.
BKR209702: a line change against me
BKR209702: which stopped my bet
BKR209702: it went from -125 to -133
BKR209702: first bet was at -125
BKR209702: second bet at -133
Oscar: The bet was not stopped, it went through, would have been different if you would have called before the game ended.
Oscar: We could have done something in that case.
BKR209702: even if I was watching the tennis match, I wouldn't have had much time
BKR209702: there was like 10 minutes from my bet to the end of the match
BKR209702: is there any manager I can talk to?
BKR209702: $125 is a small amount of money
BKR209702: but to be treated like this, I will play someplace else
Oscar: Ok in this case please call us. Toll free number: 1-888-218-46-29
BKR209702: ok
Oscar: Ask for extension 1902 please.
BKR209702: thanks
Oscar: Wagering supervisors.
Oscar: You are very welcome. I am happy to assist.
BKR209702: you can leave this chat if you want
BKR209702: I'm just keeping it open
Oscar: Ok the guy upstairs just called, the money is back into your account.
Oscar: You can send the chat to your email if you want.
BKR209702: thanks man, I didn't remember this was still open
BKR209702: I'm going to post this on sbr to show your guys good customer service
BKR209702: is that ok?
Oscar: It is up to you sir.
BKR209702: ok
BKR209702: thanks for the help

[xpress]

you should edit your account number

[shari91]

Thanks for sharing your feedback!

[DR225]

no problem, books are usually being vilified on this forum so a little positive stuff might be refreshing.

And I'm way too lazy to edit out my account number. Funny thing is, for the first couple minutes, I actually forgot that my password was in the live chat...So I'm grateful to the first 9 people that viewed this and didn't steal my money lol.