1. #1
    BigAlB
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    Bet 365 Parlay Settlement Issue

    So recently I have had a fairly big (for me) 9 play 4.00 parlay, coming down the capitals to win the division, Anaheim ducks, and Tampa Bay Lightning for 2500

    Originally the bet was placed as a multiple 9 play parlay option with 10 selections. One of the original options was incorrect many months ago, however the bet always stayed in my unsettled section of bets with full return value still listed.

    I had spoken with advisors and traders several times and been assured that the bet was still active and winnable.

    I then spoke recently to discuss why there was no listed cash out value, and I was informed that it was because the Capitals to win the division was off the board, but couldn't yet be graded as a confirmed win.

    So I wait, all the while hedging on many of the big games relating to this bet as to me 2400 is a fairly large amount to win off a parlay and I didn't need to be greedy. Just wanted to end up decently overall.

    Even this morning, after the capitals had clinched the division I spoke with an advisor who told me that I would receive a cashout value later this afternoon. When I went back on and the capitals part of the wager had been graded correct and there was still no value I grew concerned so I messaged another live chat agent. This woman said that the bet actually should have been graded incorrect.

    I can accept that she may be right but my legitimate issues are that I spoke with several agents and several different times this bet was shown to the traders within the company. It always said unsettled, and I had no reason to believe it was not winnable until just now when they claimed the baseball game that was wrong (9 play parlays based off 10 picks) counted for all the remaining parlays. Why would their system not be showing it wrong the whole time as it is completely automated? Is there a common system in place for deciding which wagers count towards a bet and which ones dont?

    Please let me know any interesting points or thoughts you guys have.

  2. #2
    afgballer56
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    alot of times on Bet365 your parlay will still show unsettled if it looses one leg, until all the games complete, nd they wont say the cashout value

  3. #3
    BigAlB
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    Yeah my issue isn't so much with the validity of her deciding it isnt going to be eligible for return. It's the fact that I spoke with at least 5, maybe 6, advisors before her who spoke to traders and at no point was this noticed or commented on by them.

  4. #4
    Ballerholic
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    idk this is tough, unless they have a policy where they state a definite way to handle this sort of situation then it is all up in the air.

  5. #5
    Ballerholic
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    it would be like if I went called a pizza shop asking how much 100 pizza's would be to order and the shift manager said it would be only $3 per pizza because of the huge order. But when I get there the owner says no way it's $20 a pizza. Who is right here? You should at least get your money back.

  6. #6
    ACoochy
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    ....
    Last edited by ACoochy; 03-24-16 at 09:30 PM.

  7. #7
    Optional
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    Quote Originally Posted by BigAlB View Post
    Yeah my issue isn't so much with the validity of her deciding it isnt going to be eligible for return. It's the fact that I spoke with at least 5, maybe 6, advisors before her who spoke to traders and at no point was this noticed or commented on by them.
    Oh man, this sucks.

    The person who posted that this is how B365 handle losing parlays in their system is right.

    But surely one of the CS people you spoke to should have realized this if they had looked at the bet.

    Did you happen to keep copies of any of the chats/emails where this was discussed?

  8. #8
    capone1899
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    The bet had a losing selection on it. Its a loser, end of story

  9. #9
    BigAlB
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    ^ this guy clearly isn't understanding the issue. The issue to me isn't the validity of their claim that the bet is incorrect. However I did read through every policy listed today and their numeric order of multiple bet parlays (9/10) like I said wasnt in there. But yes my issue is that there was an occasion where I specifically asked what is the current return of this bet if I am to win the remaining divisions and the answer wasn't 0. This is my frustration. They did offer my stake back (a very small 5.00) and the bonus. But the part that frustrates me so much is I had straight up asked basically is this parlay alive because I saw the dead selection and didn't know the system. Does anyone know if they record all conversations had from an account with live chat and if I would be able to receive them?

  10. #10
    Optional
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    Quote Originally Posted by BigAlB View Post
    ^ this guy clearly isn't understanding the issue. The issue to me isn't the validity of their claim that the bet is incorrect. However I did read through every policy listed today and their numeric order of multiple bet parlays (9/10) like I said wasnt in there. But yes my issue is that there was an occasion where I specifically asked what is the current return of this bet if I am to win the remaining divisions and the answer wasn't 0. This is my frustration. They did offer my stake back (a very small 5.00) and the bonus. But the part that frustrates me so much is I had straight up asked basically is this parlay alive because I saw the dead selection and didn't know the system. Does anyone know if they record all conversations had from an account with live chat and if I would be able to receive them?
    Yes they do.

    I suggest sending an email and basically saying you were misled by CS on multiple occasions and would they consider compensating you as you made additional losing hedge bets based on the info. I'd give them the final figure you think you would have won, or maybe the amount you spent on losing bets as a result of the bad info. I would not start asking for chat transcripts or challenging them that they have to but try to appeal to their sense of fairness.

    Honestly there isn't a big chance they will say yes as they get hit constantly by people who actively try to get CS operators to repeat info they know is incorrect and then put it on the book to pay them due to that. But if your chats look honest and not like you actually understood the situation they might do it.

  11. #11
    BigAlB
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    I believed before that my chats definitely would display that I was genuinely unsure of many elements of the wager. But your comment about many people trying this puts me off a bit. Honestly I have always been happy with bet 365, but their live chat agents have proven to be incompetent on several occasions.

  12. #12
    Optional
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    Quote Originally Posted by BigAlB View Post
    I believed before that my chats definitely would display that I was genuinely unsure of many elements of the wager. But your comment about many people trying this puts me off a bit. Honestly I have always been happy with bet 365, but their live chat agents have proven to be incompetent on several occasions.
    It happens at all books unfortunately. Often the CS people are not even bettors let alone understand the rules they are trying to tell you about.

    If they already offered you the bet stake back then they probably don't think you were trying to pull a swifty btw.

  13. #13
    spider
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    if the op made 10 selections for a 9 team parlays, then even if 1 choice was wrong, he would still have 1 column alive to get 9/9 correct. unless i'm misunderstanding the original bet.

  14. #14
    BuckyOne
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    Quote Originally Posted by Optional View Post
    It happens at all books unfortunately. Often the CS people are not even bettors let alone understand the rules they are trying to tell you about.

    If they already offered you the bet stake back then they probably don't think you were trying to pull a swifty btw.
    I think this observation sums it up. There is a lot of incompetence in the world. CS is also very busy and try to move through these things as fast as possible.

  15. #15
    BigAlB
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    Quote Originally Posted by BuckyOne View Post
    I think this observation sums it up. There is a lot of incompetence in the world. CS is also very busy and try to move through these things as fast as possible.
    oh this was made very obvious. They are sending me the conversations, and yes it is frustratingly obvious their lack of knowledge regarding betting. Especially given the fact that they at many times would speak to me as if i was clueless. This is the argument that is being waged- whether the losing bet cracks onto either of the parlays that are supposedly offered. It is unspecified. But if it is stated somehow that the losing selection is one of the 9 on the 3 it says I made, that is fine. My issue is much more so like I said with the fact that I straight up asked one of the guys is this parlay alive and he said yes. The lady retrieving the conversations has been quite nice and capable however so I'm excited to see where this goes.

  16. #16
    BuckyOne
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    Well best of luck - really hard to get an umpire - official - sportsbook - to change their call

  17. #17
    capone1899
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    Quote Originally Posted by BigAlB View Post
    ^ this guy clearly isn't understanding the issue. The issue to me isn't the validity of their claim that the bet is incorrect. However I did read through every policy listed today and their numeric order of multiple bet parlays (9/10) like I said wasnt in there. But yes my issue is that there was an occasion where I specifically asked what is the current return of this bet if I am to win the remaining divisions and the answer wasn't 0. This is my frustration. They did offer my stake back (a very small 5.00) and the bonus. But the part that frustrates me so much is I had straight up asked basically is this parlay alive because I saw the dead selection and didn't know the system. Does anyone know if they record all conversations had from an account with live chat and if I would be able to receive them?
    Dude, you know the selection lost. Just because they didnt catch it until the last minute doesn't mean dick. You lost. Its your fault you were hedging because you thought they were going to pay you on a losing parlay

  18. #18
    BigAlB
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    But you don't understand that I was uncertain if it had lost and that I had spoken with representatives with the specific question of is this parlay alive and they said yes. It shouldn't be my job at that point to be aware that what is actually happening is that on parlays they do not say settled until all the action runs even if one selection is dead. I wasn't aware of this. It's clearly insignificant enough that it could slide by several people (yes the live chat agents are incompetent)

  19. #19
    BigAlB
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    Quote Originally Posted by capone1899 View Post
    Dude, you know the selection lost. Just because they didnt catch it until the last minute doesn't mean dick. You lost. Its your fault you were hedging because you thought they were going to pay you on a losing parlay
    Just read through your posts. Not sure if your down like 100000 gambling in your life or what but you don't have to take it out on the entire forum buddy

  20. #20
    BigAlB
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    Update for those who have any interest.
    Bet 365 went on to acknowledge upon reading live chat histories that I was misadvised. They have gone on to credit my account with 200. The man I spoke with on the phone was quite helpful and reasonable, so I decided to just accept his offer and put an end to this. All in all I would say I'm fairly happy with how they handled this issue.

  21. #21
    phil_abuster
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    Congrats! As an aside but related to this issue, it is for that reason that I always "screenshot" (prtsc) any correspondence in LiveChat and save to file with date & time. And in the actual LiveChat I always mention upfront that I am saving the chat to a screenshot, so that the agent understands he/she must be accurate. Also, a lawyer client of mine informed me many years ago, that when discussing important items on the phone, ALWAYS followup back to them with an e-mail with a summary of the conversation as you understood it and finishing with a question so that they will read and reply. Once I have the reply I have my evidence that the terms were as stated and implied acceptance.

  22. #22
    Optional
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    Quote Originally Posted by BigAlB View Post
    Update for those who have any interest.
    Bet 365 went on to acknowledge upon reading live chat histories that I was misadvised. They have gone on to credit my account with 200. The man I spoke with on the phone was quite helpful and reasonable, so I decided to just accept his offer and put an end to this. All in all I would say I'm fairly happy with how they handled this issue.
    That's great news BigAlB. I'd guess that you must have sounded as reasonable as him for the offer to be made in the first place. Good work.

  23. #23
    Optional
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    Quote Originally Posted by phil_abuster View Post
    Congrats! As an aside but related to this issue, it is for that reason that I always "screenshot" (prtsc) any correspondence in LiveChat and save to file with date & time. And in the actual LiveChat I always mention upfront that I am saving the chat to a screenshot, so that the agent understands he/she must be accurate. Also, a lawyer client of mine informed me many years ago, that when discussing important items on the phone, ALWAYS followup back to them with an e-mail with a summary of the conversation as you understood it and finishing with a question so that they will read and reply. Once I have the reply I have my evidence that the terms were as stated and implied acceptance.
    Acting that way with CS agents is only going to get your account flagged as suspicious if anything. Rorters are the main people who attempt to tie down CS agents to 'implied terms'. All the terms are written in the terms of service and nothing any CS agent tells you makes the slightest bit of legal difference to the terms of service you already agreed to.

    Best you could hope by tieing down a CS agent on something is that you can show they stuffed up and maybe get some goodwill compensation. They are not authorized reps of the book who can alter those terms.

    The reply with an email after phone call might be good advice if dealing with your bank or insurance company but I'd suggest trying to not look like a litigious person or rorter to your book is a smarter idea.

  24. #24
    phil_abuster
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    yes. mostly but then there are those issues which are not specifically covered in the rules other than "it is up to them at their sole discretion" -- in which case i want those unique cases covered in writing (when they arise) so that one guy there doesn't say one thing one day then - after "consideration is shown" (legal term) - he/they change their mind. happens in business all the time in those "grey areas" - and that's where having some evidence to back up my version in a dispute is wise. i've been burned too many times in the past. get it writing is the creedo (or at least screenshot as evidence)
    thanks for your comments

  25. #25
    Ballerholic
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    yea CS should know everything that has to deal with the sportsbook, and if they don't then they need to ask a manager. Obviously there information given out can depend of thousands of dollars so it is their fault if they mess up.

  26. #26
    Ballerholic
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    Always back stuff up, when my GF and I went to get an apartment we called the city council and they told us we could easily get a city parking permit to use, however, the second time we called we were told that is not the case at all. The first lady we talked to who said we could lied to her manager when he asked about what she had told us. If only we had recorded the phone call.

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