I'll admit first of all that I am a losing customer at BetOnline. It's something I'd like to change, but so far they've had my number.
Story:
I'm scanning the MLB lines tonight and like most people have a certain number they would play a team. I'm thinking about getting down on the Diamondbacks, but I don't. (It was at -115 "closing" at betonline.) It's 9:44 EST and suddenly the game comes back on the board (Game start 9:40) so I assume there was some kind of delay or something. I see -110 for ARIZONA so I'm all over that. I hit the game up for my standard unit bet. I think within 30 seconds or so I go to bring up the game so I can track the score. I realize that STL has a man on 2nd or 3rd with 1 out. So I'm thinking WTF? I quickly check back to see if they have the line up and it's gone. I have no idea why this line came back up and went down, and why did it come back at -110??? THIS PRICE HASN'T BEEN AVAILABLE ANYWHERE ALL DAY. Seems pretty fishy to me. I hurry on up and get into the chat as soon as I can...NOBODY has scored yet, but it's obviously a big disadvantage for me. I'm waiting to talk to someone and a run comes in. OK great I'm down 1-0. I start explaining my issue as quickly as possible below.
I'm put on hold for some reason. WHY? No idea since "all online wagers are final"... supposedly. Another run comes across the plate and it is soon 2-0. I'm on hold for a pretty long time and the wait is long. I guess it takes a long time to make sure "all online wagers are final"?
The long chat ensues and by the time it is over it is 4-0 in the 2nd inning. I decide I'm going to report this thing right now because I am very unhappy. I'm about to finish typing this and it is now 8-0.
The transcript below is a must-read.
Hi! Welcome to BetOnline! How can I help you?
You are not currently in a chat session. For immediate assistance, please initiate a chat.
You are now chatting with Mike Small
Your Issue ID for this chat is LTK4940746701X. Please record it in case of pending issue.
Mike Small: Thank you for contacting BetOnline Live Chat Service. How may I assist you today?
you: Your system messed up. I knew the game was about to start, but it actually started at 9:40EST as advertised
you: my bet was accepted at 9:44
you: Bxxxxx is my account
you: the game had already started. i turned to the game and there were already 2 people on base..and then the bases loaded
you: I expect the game to go off the board once it actually starts.
you: And a really good price of -110 came up for the game so i bet on it
you: Why would the game go off the board and then come back on the board at a great price after teh game had started?
you: of course the other team was in a great spot when I placed my bet. Now they started the game winning 2-0
you: it's the only open bet i have on my account 120389507 - 1
Mike Small: we are looking into this
you: I know bets are not supposed to be cancelled, but no sane person would place this bet if they knew the game had started and the other team was already in a great position.
you: It was not up at any other books. Thank you for looking into it.
Mike Small: I'm sorry for the delay. I'll be right with you...
you: thanks
Mike Small: Anything else I can assist you with?
you: ?
Mike Small: one minute please
you: ok
Mike Small: I will be right with you...
Mike Small: All bets online are final
you: You had the game up after it started!
you: And there were 2 men on base
you: I checked the game immediately after placing my bet
Mike Small: I am soo sorry but the wager is final
you: I would like to talk to your manager please.
Mike Small: I am the supervisor on duty
Mike Small: the wager is final
you: So if your software let me place a bet an hour into the game then it would still be final?
Mike Small: yes Sr.
you: That's the dumbest thing I've ever heard.
you: When can I talk to your head manager?
Mike Small: sorry but if our system takes your wager we would have to honor it
you: No. If I was placing a wager that was unfair and trying to cheat you then you would cancel my bet.
Mike Small: Anything else I can assist you with?
you: Yes I asked when your head manager would be in.
Mike Small: no All wagers online are final
Mike Small: sorry
you: No. I am asking when your head manager will be in
you: That is all I am asking.
Mike Small: He will be in tomorrow after 9:00 am EST
Mike Small: My name is Mike the floor supervisor
Mike Small: and All Wagers been place online are final
you: Thank you. I am glad he will be in tomorrow. I hope he will be able to help me, otherwise I may report this in the proper channels.
Mike Small: Anything else I can assist you with?
you: So if your system went haywire and was all messed up and offering lines after the game is over and I bet on a team that already won then "all wagers online are final"?
Mike Small: Sorry Sr. but all wagers online are final
Mike Small: Anything else I can assist you with?
you: Nope. Thanks. Goodbye.
Mike Small: Thank you have a good night
In conclusion I am very disappointed with how betonline has so far handled the situation. I hope Alex or someone will take a more serious look into this and cancel my wager. I wish I could find a time-stamped play-by-play or something to prove that when the bet was placed I was already at a great disadvantage.