In the end of April I had placed a matchbet on Bookmaker, one rider to beat another one in a one-day cycling race. In those kind of races the final startlists are often published just a couple of hours before the start, so bets (which they copy from pinnacle, who copy them from bet365 - so no linesmaking involved there) are offered based on provisional startlists. This time, in the end the guy I put the bet on did not take part in the race.
Bookmaker has no proper rules for Cycling, but in the past matchbets including non-starters (which happens every now and then) always used to be voided, and when I talked to them on phone, they also confirmed that this (same as with every other bookie) would always be the case for H2H bets.
For this bet they claim that the guy I put my money on was not a non-starter though but a DNF, and therefor my bet would need to be settled as lost. This is definitely incorrect, but although I sent in the official result, and also possible explanations for the misgrading (there is a different rider with a kinda similar name who indeed was a DNF) they were unwilling to change their standpoint, and said the desicion was final.
Although this happened almost 4 weeks ago, and I sent in a SBR complaint right afterwards they said that their decision was final (a couple of days after), I never heard back from anyone - not from Bookmaker, and also not from SBR.
Is there just a heavy delay on reacting to complaints at the moment, or what's the problem here? Mistakes can always happen of course, even at an A+ rated bookmaker, but tbh I was hoping for this to be handled a bit more smoothly, especially as the situation is pretty much crystal clear...
Bookmaker has no proper rules for Cycling, but in the past matchbets including non-starters (which happens every now and then) always used to be voided, and when I talked to them on phone, they also confirmed that this (same as with every other bookie) would always be the case for H2H bets.
For this bet they claim that the guy I put my money on was not a non-starter though but a DNF, and therefor my bet would need to be settled as lost. This is definitely incorrect, but although I sent in the official result, and also possible explanations for the misgrading (there is a different rider with a kinda similar name who indeed was a DNF) they were unwilling to change their standpoint, and said the desicion was final.
Although this happened almost 4 weeks ago, and I sent in a SBR complaint right afterwards they said that their decision was final (a couple of days after), I never heard back from anyone - not from Bookmaker, and also not from SBR.
Is there just a heavy delay on reacting to complaints at the moment, or what's the problem here? Mistakes can always happen of course, even at an A+ rated bookmaker, but tbh I was hoping for this to be handled a bit more smoothly, especially as the situation is pretty much crystal clear...
