*Resolved* Bookmaker not resolving my wager

[Mothsmoke]

Edit by SBR: The tennis live betting department reviewed this and has paid the player in full.

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Forgive me for being so detailed and lengthy, but I want all aspects of my issue to be presented. So I was live betting Wimbledon while watching the matches on tv. I've placed plenty of wagers throughout the 2 weeks on Bookmaker, with all being settled correctly, but have been having an issue with them on one of the matches.

I was watching and betting on the Nadal vs De Minaur match on 7/7. While the match was in the 1st set, I placed 6 wagers on Nadal to win the 2nd set. After placing my final wager, the 1st set concluded, Nadal went on to win the 2nd set, and the 3rd set and win the match. I checked all my wagers before signing out, all were settled except the Nadal match, and the 6 wagers were still listed as open. So I went on with my day, and that evening, when I logged in, I received 6 separate messages on the site, each message being about one of the wagers, all stating the same thing: "The following wager has been voided: [wager details] Reason: past post."

I was sure the wagers weren't past post, because I was watching the match live on tv. I contacted customer service and told them this, but the rep said that the wagers were indeed past post and that because the match was being played in Europe my tv transmission was probably delayed, and that it was a manager's decision. I asked the csr for the manager to review the wagers again, stating that a manager could have made a mistake and I was convinced that the wagers weren't past post, but the customer service rep said that the decision had already been made and refused to escalate the issue, telling me we are going in circles.

I decided to do some research myself, and pulled up the replay of the match on watchespn. I found a camera angle showing the official scoreboard towards the end of the 1st set. As you can see in the image, when the score was 5-1, 40-30 in the 1st set, on the official scoreboard in stadium, the local time is 1.56 local time, which is 5:56 am PST. Nadal won this point, and won the set, and then there was a rest break of about 2 to 3 minutes before the 2nd set began. The 2nd set began at approximately 2 pm local time, which is 6 am PST. I've posted details of my wager below, and as you can see, the time stamps on all my wagers were all between 5:46 am and 5:56 am PST, thus clearly showing that my wagers were not past post, and placed during the 1st set. Any of you can access this exact image by forwarding the any video replay of the match to this exact point in the match.

4 days ago, I sent Bookmaker a long email, addressed to a manager, describing what I have to you above, with the same detail, and I included the image as an attachment. I have not received any response from them.

I find this situation very frustrating. Initially with the customer service rep not willing to listen to me when I told them that I was convinced I bet on the match while it was in the 1st set, and then the csr not willing to have the wager reviewed, then having to go through a replay of the match and find undeniable evidence to prove that my wagers were not past post, and finally, after showing the evidence to bookmaker, bookmaker not resolving the situation. A customer should not have to go to these lengths in my opinion, and I hope this situation will get resolved. I'm also filing a complaint on sbr, but thought this was a story I should share here. Thanks for reading.

Here are the details of each wager below with the relevant ticket numbers and time stamps. This is a straight copy and paste from my Bookmaker History.

Image: https://imgur.com/a/73so8Gj



ONLINE
07/07/2018
05:46 AM [ # 367385508 ] DE MINAUR, A vs. NADAL, R ( Risking: 1,365.00 - To Win: 300.00 )
07/07/2018 @ 05:46 AM RBL Player to win set 2 ?NADAL, R

ONLINE
07/07/2018
05:47 AM [ # 367385542 ] DE MINAUR, A vs. NADAL, R ( Risking: 540.00 - To Win: 118.68 )
07/07/2018 @ 05:47 AM RBL Player to win set 2 ?NADAL, R

ONLINE
07/07/2018
05:54 AM [ # 367386142 ] DE MINAUR, A vs. NADAL, R ( Risking: 1,656.00 - To Win: 300.00 )
07/07/2018 @ 05:54 AM RBL Player to win set 2 ?NADAL, R

ONLINE
07/07/2018
05:54 AM [ # 367386244 ] DE MINAUR, A vs. NADAL, R ( Risking: 1,200.00 - To Win: 217.39 )
07/07/2018 @ 05:54 AM RBL Player to win set 2 ?NADAL, R

ONLINE
07/07/2018
05:55 AM [ # 367386380 ] DE MINAUR, A vs. NADAL, R ( Risking: 1,875.00 - To Win: 300.00 )
07/07/2018 @ 05:55 AM RBL Player to win set 2 ?NADAL, R

ONLINE
07/07/2018
05:56 AM [ # 367386424 ] DE MINAUR, A vs. NADAL, R ( Risking: 625.00 - To Win: 100.00 )
07/07/2018 @ 05:56 AM RBL Player to win set 2 ?NADAL, R

[cincinnatikid513]

r u related to otters

[firedawg]

r u related to otters

Lol

[Mothsmoke]

No, I don't know who that is

r u related to otters

[cincinnatikid513]

can always go other books, 5dimes has 3 live betting platforms

[Mothsmoke]

Haven't had any other issues with Bookmaker. They have settled all my other wagers correctly.

can always go other books, 5dimes has 3 live betting platforms

[ikid2groove415]

Report this to SBR- they will contact BM

[Mothsmoke]

Just did. It's my first experience with this kind of situation. Will update you guys with all details.

Report this to SBR- they will contact BM

[firedawg]

Do they have poker these days

[ikid2groove415]

Just did. It's my first experience with this kind of situation. Will update you guys with all details.

It happens in live play often- managers at bookmaker are assholes tho - once they made a decision ? There not going change it

[Mothsmoke]

Have you had an issue with this? I've only ever used Bovada. Never had an issue with their live betting. Joined Bookmaker recently after being told about them from a friend and googling ratings which led me to sbr.

My picture clearly shows it's not a past post wager.

It happens in live play often- managers at bookmaker are assholes tho - once they made a decision ? There not going change it

[jjgold]

Let SBR handle it

[ikid2groove415]

Have you had an issue with this? I've only ever used Bovada. Never had an issue with their live betting. Joined Bookmaker recently after being told about them from a friend and googling ratings which led me to sbr.

My picture clearly shows it's not a past post wager.

Theres a few times they put out bad lines in my favor - in the past I got away with it in live tennis lol- this year they corrected everything - Never had a issue with wager tho-

[firedawg]

Hey fukkos do they have poker

[ikid2groove415]

You Probly won’t find a better book then bookmaker- They take on high rollers consistently- Put out lines before Vegas does - Not the best for bonus but decent - bottom
Line this guys always pay and no BS- heritage have better perks for bonus and reduce juice on baseball lines

[ikid2groove415]

Hey fukkos do they have poker

We don’t play poker

[firedawg]

We don’t play poker

I didn’t ask that dummy

[ikid2groove415]

I didn’t ask that dummy

Last warning Kidd

[firedawg]

Last warning Kidd

You clueless prikkk

[SBR Genie]

Welcome to SBR, Mothsmoke.

Please submit this complaint form, https://www.sportsbookreview.com/sportsbook-complaint/ and we will try to contact the book regarding your case.

[Mothsmoke]

I think I submitted it, but can't tell if it went through. Let me know if you have received it. Thanks.

Welcome to SBR, Mothsmoke.

Please submit this complaint form, https://www.sportsbookreview.com/sportsbook-complaint/ and we will try to contact the book regarding your case.

[SBR Genie]

Hey fukkos do they have poker

Fire, you can visit Bookmaker review here, https://www.sportsbookreview.com/bes...oks/bookmaker/ Looks like they don't have poker application that needs to download, but they have video poker and Casino Games.

[Optional]

I sent Bookmaker a long email, addressed to a manager, describing what I have to you above, with the same detail, and I included the image as an attachment. I have not received any response from them.

These people are non-stop busy at work.

You are almost always much better off not to send a huge long email with every detail first up as it will often be consigned to the basket to be done when time allows to read your long ass message and try to work out the point.

I'd try again, asking for a manager and simply saying they voided a bet, you do not understand why, and could a manager please review and explain. Make it easy for them to help you instead of a time consuming task just to even respond once.

Then they can reply and deal with it within minutes, and you then have their full reasoning BEFORE you try to tell them your reasoning for them being wrong.

Just making it so time consuming to even understand your query to start with, combined with assuming so much, puts you at risk of a slow/no response.

I'd try this now if I were you. As well as submitting the SBR complaint. You can probably sort it out directly if you can get onto a manager with time to deal with it.

[cincinnatikid513]

any updates

[El Nino]

I noticed that live betting at BookMaker (especially on tennis) has become tougher and tougher to do. Some matches will have set betting available throughout most of the set, other times they will close down towards the first few games. There seems to be no rhyme or reason. The fact that your bet was accepted should be case closed. If they didn't freeze the line on the second set, that's their fault. I am surprised they are using a past post excuse. Very odd.

[Mothsmoke]

SBR has contacted them on my behalf. No reply from them yet.

[Mothsmoke]

That's exactly what I'm thinking. It was accepted, and the line was up until the 2nd set started. I placed my final wager even before the 1st set was completed.

I noticed that live betting at BookMaker (especially on tennis) has become tougher and tougher to do. Some matches will have set betting available throughout most of the set, other times they will close down towards the first few games. There seems to be no rhyme or reason. The fact that your bet was accepted should be case closed. If they didn't freeze the line on the second set, that's their fault. I am surprised they are using a past post excuse. Very odd.

[El Nino]

That's exactly what I'm thinking. It was accepted, and the line was up until the 2nd set started. I placed my final wager even before the 1st set was completed.

Weird. I could see a different book saying you bet a bad line (if they moved the line, then the 2nd set started). But, as you probably noticed from live betting Wimbledon on BM, their lines change so fast that you have to resubmit them quite often to get them to be accepted. Hopefully, SBR can help get you a proper explanation. I live bet tennis a ton on BM and I've never ran into that before.

[Mothsmoke]

Well the line was moving with every point in the match and moving fast, as it does on Bookmaker live betting. My wagers were placed on various odds, from -455 to -625, so to me, there is no way that it was a bad line, and it couldn't be past post either because the 2nd set hadn't started yet. Still waiting for an explanation from bookmaker.

Weird. I could see a different book saying you bet a bad line (if they moved the line, then the 2nd set started). But, as you probably noticed from live betting Wimbledon on BM, their lines change so fast that you have to resubmit them quite often to get them to be accepted. Hopefully, SBR can help get you a proper explanation. I live bet tennis a ton on BM and I've never ran into that before.

[jtoler]

good luck I had a live wager there a few weeks ago I made you know when you place the wager it shows a blue square on the right that confirms the wager was placed. after the match I go to check pending wagers and history the wager wasnt even there as if I never placed it and I was looking at the darm blue square confirmation box, no help from cs, they said do you have the wager id number? well of course not since it never showed up in my wagers. not sure what was going on that day

[SBR Forum]

The tennis live betting department reviewed this and has paid the player in full.

[Mothsmoke]

Was paid in full by Bookmaker. I'm a thoroughly impressed with the speed and fluidity that sbr handled this, and glad Bookmaker resolved the situation. Thank you for all your help!

[El Nino]

Good stuff, mother I'm not always pleased with BM's live betting, but if there has ever been an error...they have corrected it quickly. Happy to see this,

[bitcoinLuke]

Was paid in full by Bookmaker. I'm a thoroughly impressed with the speed and fluidity that sbr handled this, and glad Bookmaker resolved the situation. Thank you for all your help!

But why must we jump through all these hoops just to get paid? Its ridiculous he had to go through this to begin with