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Email Responses

SBR Email Response Test: April 1, 2012

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

Test Email Submission

Hi,

I'm thinking of making an account this baseball season, but I have a few questions first.

1. What are your limits for wagering MLB?
2. Can you explain how your MLB juice works? Do you offer a dimeline or what?
3. What's your best signup bonus?
4. Do you offer in-play wagering?
5. Can I bet on the first five innings?

Thanks for your time,
James Burton
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

Pinnacle Sports

csd@pinnaclesports.com

Sent: 12:26 PM Received: 12:39 PM Time Elapsed:
13 minutes

Email Test Grade: A

Comments:

Quality of Response: Excellent

Comments: James was absolutely blown away by Pinnacle's customer service. Not only did he received a human reply within 13 minutes of his email, all of his questions were properly addressed with replies that had significant meat on the bone. James will absolutely consider Pinnacle Sports for the efficiacy of their customer service alone.

Response

Please find posted below the answers to your questions: 1. The maximum wager limit for each type of wager is displayed on the wagering screen. Under the blue line with the type of wager is the Maximum Wager amount.  The maximum wager amount is for one wager.  You may make additional maximum wagers.  However, please note on occasion you may see a notice advising you must wait in order for the line or price to be adjusted.  You may then make another maximum wager. 2. Pinnacle Sports uses -103 style pricing for MLB Moneylines, -104 style pricing for MLB Runlines and -105 style pricing for MLB Totals. Attached is the general information regarding when MLB prices change. Please note there are three Tabs, one for MLB Moneylines, one for MLB Runlines and one for MLB Totals. Also note that the price breaks may be changed at the discretion of the Trader. 3. Pinnacle Sports no longer offers a welcome bonus to new players. Pinnacle Sports was the first sportsbook to introduce a reduced margin pricing model which guarantees the best value to our clients with up to 60% better odds than other bookmakers. In order to continue to differentiate ourselves in the marketplace by expanding our exceptional pricing across even more sports and markets, we have discontinued the bonus. We believe you will find the long term savings our odds provide will represent a far better value than any bonus or other sign-up incentive that can be offered by any competitor. Every time you made a bet, you save money at Pinnacle Sports. 4. The games that will be offered for Live wagering are listed on the site under Special Wagering Events.  For MLB, Pinnacle offers live wagering at the half inning and during a pitching change. For the grading of live MLB wagers ONLY, the game must go 8.5 innings and be played to completion within 7 days of their start time for wagers to have action.  Wagers on games that are suspended or otherwise not finished on the day of game, but are finished within 7 days of their start time, have action and will be graded based on the completed game score.

TheGreek

support@thegreek.com

Sent: 12:26 PM Received: 12:41 PM Time Elapsed:
15 minutes

Email Test Grade: B-

Comments:

Quality of Response: Poor

Comments: The only thing TheGreek did right was answer James' email in 15 minutes. The Greek's customer representative asked James to confirm his country of residence before any of his questions could be answered. James begrudingly replied. TheGreek didn't satisfactorily address his question on wagering limits, and his live betting inquiry was completely ignored. The shoddy customer service easily sets The Greek at the bottom of James' choices for an MLB betting sportsbook.

Response

Dear Prospective Customer, Thank you for your interest in The Greek. Kindly verify your country of origin so as to further assist you. Thanks for choosing The Greek. Best Regards,<br />

Legends

cs@legends.com

Sent: 12:26 PM Received: 01:14 PM Time Elapsed:
48 minutes

Email Test Grade: A

Comments:

Quality of Response: Good

Comments: Legends replied to James within 45 minutes. Legends clearly addressed each of James' five questions, leaving him satisfied with the customer service experience and more willing to take a harder look at depositing with the sportsbook.

Response

Hello James, Greetings from Legends.com! We are glad to be part of your choices. Let me take the time to answer each of your questions: 1. Max baseball bet $1000 on Money lines, run lines and totals. Please note that after a month of action you can request a wager limit increase. 2. We offer a 20 cent line for Baseball 3. Currently you can get a 40% sign up or 20% reload bonus with a 5x rollover on deposits from $100 - $199. 4. At this moment we are not offering in-play wagering. 5. We do offer bets on the first five baseball innings, max bet $500. If you have any other questions do not hesitate to contact us again.

Dimeline

dimeline@smartanswer.com

Sent: 12:26 PM Received: 07:38 PM Time Elapsed:
7 hrs, 12 minutes

Email Test Grade: A+

Comments:

Quality of Response: Good

Comments: Dimeline had an auto-reply to James within five minutes. Unfortunately, it took an additional seven hours for the sportsbook to reply to James, instantly knocking it down several notches. Its one saving grace was the clarity at which it addressed each of James' questions. He wonders why it took them so long to respond.

Response

Thanks for your email. 1. Our limits are based on your account level you hold with us. You would start at a account level 1 which would give you $600 on Money lines and $300 on spreads and totals. 2. In the regular season we offer a dime line which means the Money line difference between the favorite and the dog is only 10 cents and breaks to 12 cents at -160. 3. We offer a 100% cash signup bonus up to $250.00. 4. We do not offer in play wagering at this time. This is something that we are working towards in the future. 5. In the regular season we offer 5 I lines. I hope this answers your questions. If you need any further assistance please don't hesitate to ask.<br />

Bookmaker

cs@bookmaker.eu

Sent: 12:26 PM Received: 01:31 PM Time Elapsed:
1 hr, 5 minutes

Email Test Grade: B-

Comments:

Quality of Response: Poor

Comments: Bookmaker rep answered James within 1 hour. James was asked to confirm which site he was interested in, figuring Bookmaker wanted to know if he would be placed in their US or Non-US website. James replied, and to his surprise was asked for his telephone number so a sales clerk could answer his questions. While thoroughly disappointed in the email service, Bookmaker's solid reputation still interests James.


Account #: XXX

Response

Please check out this link: http://www.bookmaker.eu/sportsbook-betting/rules.aspx Is there a number we can call you at so one of the sales clerks can answer all your questions you might have? Or go ahead and give us a call if you feel more comfortable  866-926-6562 ext 2702<br />

Matchbook

accounts@matchbook.com

Sent: 12:26 PM Received: 01:39 PM Time Elapsed:
1 hr, 13 minutes

Email Test Grade: A

Comments:

Quality of Response: Good

Comments: Matchbook replied to James in just over one hour. Matchbook was helpful in explaining that their betting exchange differs from a traditional sportsbook, and provided helpful tutorials on how their platform works. While James isn't totally sure he'll be going for an exchange, he was pleased with the service.

Response

<form name="form1" method="post" action="EmailResponse.aspx?id=280" id="form1"> <div> </div> <div>Thank you for contacting us. Please note, Matchbook does not impose any betting limits as we are a betting exchange. We do not offer a dimeline or take any just as user are betting against other users and not the house. We do not offer any sign up bonuses and in play wagering is based on the discretion of upper management. We do offer 1st 5 innings wagering. Please check out the links below. The information provided there should also be helpful http://www.matchbook.com/help-and-tutorials/getting-started/   http://www.matchbook.com/help-and-tutorials/video-tutorials/  http://www.matchbook.com/commissions-explained/  If you have any questions, please feel free to contact us by email or live chat using the contact details below.</div> </form>

Bovada

service@bovada.lv

Sent: 12:26 PM Received: 01:47 PM Time Elapsed:
1 hr, 21 minutes

Email Test Grade: B

Comments:

Quality of Response: Fair

Comments: James was delighted to see a response from Bovada within three minutes, but noted it was an auto-reply. The letter claimed a representative would follow-up within four hours. To Bovada's credit, it took just under 90 minutes. However, James wasn't totally satisfied with the response. For starters, his query on the MLB wagering limit was not addressed. Bovada briefly touched on his other questions.

Response

Dear Mr. Burton, Thanks for contacting Bovada Customer Service.In regard to your inquiry, we are happy to hear you are looking into signing up with Bovada. For baseball wagering, we would offer graduated dime lines and certainly have 5 inning lines for all games. Every day we would be offering a couple of games that do offer live wagering. Please feel free to check out our MLB wagering limits and all of our Wagering Rules and Policies at the link provided below. http://www.bovada.lv/help/bet-limits. For sign up we offer a 20% Freebet of up to $100 dollars. For example if you deposit $200, you would have a $40 Freebet added to your account, that you can use in the Sportsbook.Should you need any assistance signing up or have any other questions or concerns please feel free to call our Bovada Customer Service at 1-888-263-0000 ext. 2 and one of our agents will be happy to assist you.<br />

SBR Email Response Test:

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Hi Bill, I don,t know what you said to those guys but whatever it was it sure worked, I had the money back in my neteller a/c within 2 hours of receiving your e-mail, fantastic stuff thank you very much! Reg’s and best wishes -SC