Betonline/Lowvig wrong grading decision being defended by their management

[Colonist]

I'd like to challenge an unfair grading decision made by Lowvig/Betonline.
Lowvig posts a wagering option named Horses Daily. It's essentially a fixed odds offering for bigger horse races.
They posted a line that offered a horse named One Bad Boy at odds of +200 at Santa Anita on 10/25, Race #5. There was inclusion language that specified that the horses named One Bad Boy & Murad Khan (the 2 favorites in the race) both must run for the wager to have action.
I placed a $500 wager on One Bad Boy to win.
Risk: $500
Win: $1000
One Bad Boy wins the race.

https://www.equibase.com/premium/chartEmb.cfm?track=SA&raceDate=10/25/2020&cy=USA&rn=5

Murad Khan also runs. There was no surface change for the race. I then go to look at my account and see that the wager in transactions listed as deleted by Lowvig. Refund given for the wager.
Curiously, I had another $500 wager with them on another race that day at Santa Anita and that horse lost and was graded correctly as a loss.
As anyone knows with Lowvig/Betonline, there are lots of grading errors on their site. So, I figure, let me send an email as they graded this incorrectly. This resulted in multiple emails going back and forth with them taking the position that my horse must have been scratched or that there was a surface change. Both of which are not true. I then go on Betonline chat and ask for this to be escalated. I get no response for 2 days and then had this interaction with their chat today:

Bxxxxx : Am still waiting for a response to my customer service inquiry regarding an incorrect grading
Bxxxxx at 18:52, Oct 31: It's been 6 days

Carey: Under the account LVGxxxxxx for the ticket 502899xxx it is showing that the wager was deleted and the $500 was refunded back to your account
Bxxxxx : That is correct
Carey: Okay which one are you saying was graded incorrectly?Bxxxxx : That's the one
Bxxxxxx : This was a winning wager. One Bad Boy +200 Risk $500 to win $1000
Bxxxxxx : The 2 horses that were required to run for the wager to have action were One Bad Boy & Murad Khan. They both ran.
Bxxxxxx : There was no surface change for the race

Bxxxxxx : The wager was oddly deleted. No reason given why. If there was a scratch on my horse or on the horses required to run (there wasn't) or if there was a surface change (there wasn't), it would be canceled, not deleted. Big difference. No idea what happened here on the operations side
Carey: . BetOnline reserves the right to suspend or withdraw any game at its absolute discretion. BetOnline is not liable for the cancellation of any game, regardless of the reason.

Carey: Please the terms on the website
Carey: I can not say why the wager was deleted but the $500 that you wagered was refunded back to your account, my apologies if this is not sufficient information for you

Bxxxxxx : Are you sure that this is the position that you are going to take? I don't agree and find it ridiculous for you to delete any winning wager based on no grounds whatsoever

Carey: I am sorry that you feel this way xxxxx, but the wager amount was refunded and you have acknowledged it as well

Bxxxxx : I have no idea what the relevance is that the wager amount was refunded. Am not disputing that

Carey: Please the terms on the websiteBxxxxxx : That was the mistake of your business. I did nothing wrong and shouldn't be held responsible for your mistake

Has anyone else had a wager deleted and no reason given whatsoever? How is this acceptable???

Mods, can you please provide a link on how I can challenge this ruling with SBR? I've never done this before.
Thank you.

[BigOrange]

https://www.sportsbookreview.com/sportsbook-complaint/

[milwaukee mike]

pretty sure that has happened to me before at betonline

that horse went off at 3/5 so maybe they didn't want the action at that price and chose to cancel it... unacceptable behavior which is why i only bet matchups there and not those dailies

[Colonist]

pretty sure that has happened to me before at betonline

that horse went off at 3/5 so maybe they didn't want the action at that price and chose to cancel it... unacceptable behavior which is why i only bet matchups there and not those dailies

The morning line on this horse was also 2/1, so they weren't the only ones who misidentified the horse's closing odds. Clearly unacceptable behavior to delete the wager because of a slightly bad line on a high juice wager. These fluctuations happen all the time. If my horse went off at 4/1 odds and I had locked in the wager at 2/1, would I have an opportunity to delete the wager? Of course not.

[caramba]

Do you know when they deleted this wager? From what I understand you noticed it after the race.

[Colonist]

Do you know when they deleted this wager? From what I understand you noticed it after the race.

They actually did delete it just before the race. That may help their case slightly as it isn't outright theft but it still is not a fair business practice.

[Optional]

Shoot in a Sportsbook Complaint form and we can at least ask a manager to double check this decsion.

[Colonist]

Shoot in a Sportsbook Complaint form and we can at least ask a manager to double check this decsion.

Done, Optional. Thanks so much.

[caramba]

They actually did delete it just before the race. That may help their case slightly as it isn't outright theft but it still is not a fair business practice.

Did they alert you in any way? Or would the only way for you to find out have been to check your pending bets?
Completely agree with you that is unfair business practice if they deleted the wager just because of a pre race move. Definitely worth filing a complaint over even if it isn't as clear cut as if they would have deleted after the race or cancelled the market.
And thanks for the heads-up. I play on the horses daily with them quite a bit and never had this happen to me even though I've had some bets with big movements. So I've never worried about it before, but reading about your experience is concerning. Good luck with your case and keep us updated.

[Colonist]

Did they alert you in any way? Or would the only way for you to find out have been to check your pending bets?
Completely agree with you that is unfair business practice if they deleted the wager just because of a pre race move. Definitely worth filing a complaint over even if it isn't as clear cut as if they would have deleted after the race or cancelled the market.
And thanks for the heads-up. I play on the horses daily with them quite a bit and never had this happen to me even though I've had some bets with big movements. So I've never worried about it before, but reading about your experience is concerning. Good luck with your case and keep us updated.

No, they didn't notify me in any way at all of the deleted wager. I found out by checking my account. Simply horrible position they are taking with this. A couple of months ago, they actually did the same thing to me on a horse matchup wager that I got good odds on but they emailed me that time informing me of the deleted wagers. They gave a bullshit reason and I was angry but my horse wound up getting scratched, so no harm done.

The worst part about this is that they are standing behind their terms, which specifies that they can delete a wager for any reason at any time. That essentially gives them the right to do whatever they want. And now we see that they do take advantage of that. Disappointing to say the least.