So last Thursday I placed a bet on a soccer match on Holland 2nd division (GA Eagles v Oss) which was originally scheduled to take place on Friday evening. I read that the home team will be missing many players due to Covid which was why I thought away win is worth a shot. The match has been postponed by 2 days though which means that the missing players could be available when tests show negative results. It also means that I lost my edge, the odds already went up and so I checked the ToS to see what they say about postponements.
According to their rules "all bets on that match/event will be voided and the stake amount will be refunded to your account if a match/event is postponed by more than 12 hours from it’s original starting time":
This is the only paragraph about postponed matches. There is no other term which would specify the rule for soccer or something.
So I went to the chat asking for a refund. This is what the chat agent said:
Transcripts:
Agent Deniz has joined the chat.
[15:44:18] Bastian: Hello, there is a bet which is still unsettled although the match has been postponed.
[15:44:37] Bastian: The match was supposed to take place Friday in the evening
[15:45:04] Bastian: It was postponed to today in the evening
[15:45:17] Deniz: I'm checking your data right now, ı will help you within a short time
[15:45:57] Bastian: According to your rules bets will be cancelled if a match is postponed by more than 12 hours
[15:46:01] Bastian: 4.1.16. If a match/event is postponed by more than 12 hours from it’s original starting time, all bets on that match/event will be voided and the stake amount will be refunded to your account. If a match/event is interrupted without an official result, the stake will be refunded unless the match/event is resumed within 12 hours of the original starting time. If there is an official result within 12 hours of original starting time all placed bets will stand. The rule above does not include tennis. Bets on tennis matches will only be cancelled if the match is not completed before the tournament is over.
[15:46:29] Bastian: Bet ID #3455303
[15:46:32] Bastian: Thanks!
[15:52:42] Deniz: I'm very sorry that it takes so long
[15:52:52] Bastian: No problem
[15:53:16] Bastian: Did you find the relevant bet?
The visitor has sent a file: image.png
[15:53:46] Bastian: it's that one
[15:55:12] Bastian: https://netherlandsnewslive.com/go-a...tball-2/56472/
[15:55:12] Deniz: Yes sure we find sir thank you we will fixed in short time
[15:55:29] Bastian: Here is a source. Maybe you can forward it to the relevant team.
[15:56:21] Bastian: Thank you!
[15:56:29] Deniz: The match will be played today, if not played, your money will be refunded
[15:56:53] Bastian: No, your rules say it must be cancelled if it's postponed by more than 12 hours
[15:57:01] Bastian: In this case it's 48 hours
[15:57:28] Bastian: it was originally meant to take place 2 days ago
[15:58:55] Deniz: Give me a short time please sir
[15:59:17] Bastian: Thanks
[16:01:50] Deniz: The match will be played today on 22:15, if not played, your money will be refunded
[16:02:33] Deniz: Matches not played within 48 hours will be refunded ,not yet 48 hours sirThe visitor has sent a file: image.png
[16:03:29] Bastian: this is from your ToS
[16:03:45] Bastian: It says "4.1.16. If a match/event is postponed by more than 12 hoursfrom it’s original starting time, all bets on that match/event will be voided and the stake amount willbe refunded to your account. "
[16:03:58] Bastian: There is no other rule or exception of that rule
[16:04:53] Deniz: Our site has been updated and the new rule applies 48 hours.
[16:06:04] Bastian: Are you serious?
[16:06:35] Bastian: When did you change it?
[16:07:05] Deniz: Yes sir you must to wait untill 22:15 if not played your money will be refunded
[16:07:19] Bastian: I asked you when you changed your rules
[16:08:43] Deniz: The match will be played today ,if not played your money will be refunded
[16:08:52] Deniz: Is there any else subject I can help you with?
[16:08:55] Bastian: Why don't you answer my question?
[16:10:42] Bastian: You rules say "12 hours". You say "the rules have been changed to 48hours". When has the rule been changed any why do your terms still say "12 hours"?
[16:10:53] Bastian: *and
[16:12:20] Bastian: - removed link -
[16:12:20] Deniz: Updates are available now and will change soon
[16:12:24] Bastian: Please have a look by yourself
[16:12:50] Bastian: Your terms still say "12 hours"
[16:16:35] Deniz: The bet is valid as the time of the match is determined
[16:17:42] Bastian: Did I get that right? The rules will be changed in the near future, yet, you will apply them NOW although you didn't even change the text of your terms? Are you really serious? I just can't believe what you're saying.[16:18:30] Bastian: You apply a new rules which is not part of your terms yet and which I never accepted at any point
[16:18:52] Bastian: When I placed my bet I accepted the rule which says "12 hours"
[16:18:58] Bastian: that was part of our contract
[16:19:13] Deniz: I gave you the information you need, if there is no other topic, I have to close the chat
[16:20:21] Bastian: This is unbelievable. I've thought I have seen it all but this is a new dimension. Thanks for confirming though.
[16:20:37] Bastian: Bye
[16:20:45] Deniz: Thank you for choosing us. We wish you the best of luck and fun on our website.The visitor has left the chat.
The chat is ended. (16:21:43)
According to their rules "all bets on that match/event will be voided and the stake amount will be refunded to your account if a match/event is postponed by more than 12 hours from it’s original starting time":
This is the only paragraph about postponed matches. There is no other term which would specify the rule for soccer or something.
So I went to the chat asking for a refund. This is what the chat agent said:
Transcripts:
Agent Deniz has joined the chat.
[15:44:18] Bastian: Hello, there is a bet which is still unsettled although the match has been postponed.
[15:44:37] Bastian: The match was supposed to take place Friday in the evening
[15:45:04] Bastian: It was postponed to today in the evening
[15:45:17] Deniz: I'm checking your data right now, ı will help you within a short time
[15:45:57] Bastian: According to your rules bets will be cancelled if a match is postponed by more than 12 hours
[15:46:01] Bastian: 4.1.16. If a match/event is postponed by more than 12 hours from it’s original starting time, all bets on that match/event will be voided and the stake amount will be refunded to your account. If a match/event is interrupted without an official result, the stake will be refunded unless the match/event is resumed within 12 hours of the original starting time. If there is an official result within 12 hours of original starting time all placed bets will stand. The rule above does not include tennis. Bets on tennis matches will only be cancelled if the match is not completed before the tournament is over.
[15:46:29] Bastian: Bet ID #3455303
[15:46:32] Bastian: Thanks!
[15:52:42] Deniz: I'm very sorry that it takes so long
[15:52:52] Bastian: No problem
[15:53:16] Bastian: Did you find the relevant bet?
The visitor has sent a file: image.png
[15:53:46] Bastian: it's that one
[15:55:12] Bastian: https://netherlandsnewslive.com/go-a...tball-2/56472/
[15:55:12] Deniz: Yes sure we find sir thank you we will fixed in short time
[15:55:29] Bastian: Here is a source. Maybe you can forward it to the relevant team.
[15:56:21] Bastian: Thank you!
[15:56:29] Deniz: The match will be played today, if not played, your money will be refunded
[15:56:53] Bastian: No, your rules say it must be cancelled if it's postponed by more than 12 hours
[15:57:01] Bastian: In this case it's 48 hours
[15:57:28] Bastian: it was originally meant to take place 2 days ago
[15:58:55] Deniz: Give me a short time please sir
[15:59:17] Bastian: Thanks
[16:01:50] Deniz: The match will be played today on 22:15, if not played, your money will be refunded
[16:02:33] Deniz: Matches not played within 48 hours will be refunded ,not yet 48 hours sirThe visitor has sent a file: image.png
[16:03:29] Bastian: this is from your ToS
[16:03:45] Bastian: It says "4.1.16. If a match/event is postponed by more than 12 hoursfrom it’s original starting time, all bets on that match/event will be voided and the stake amount willbe refunded to your account. "
[16:03:58] Bastian: There is no other rule or exception of that rule
[16:04:53] Deniz: Our site has been updated and the new rule applies 48 hours.
[16:06:04] Bastian: Are you serious?
[16:06:35] Bastian: When did you change it?
[16:07:05] Deniz: Yes sir you must to wait untill 22:15 if not played your money will be refunded
[16:07:19] Bastian: I asked you when you changed your rules
[16:08:43] Deniz: The match will be played today ,if not played your money will be refunded
[16:08:52] Deniz: Is there any else subject I can help you with?
[16:08:55] Bastian: Why don't you answer my question?
[16:10:42] Bastian: You rules say "12 hours". You say "the rules have been changed to 48hours". When has the rule been changed any why do your terms still say "12 hours"?
[16:10:53] Bastian: *and
[16:12:20] Bastian: - removed link -
[16:12:20] Deniz: Updates are available now and will change soon
[16:12:24] Bastian: Please have a look by yourself
[16:12:50] Bastian: Your terms still say "12 hours"
[16:16:35] Deniz: The bet is valid as the time of the match is determined
[16:17:42] Bastian: Did I get that right? The rules will be changed in the near future, yet, you will apply them NOW although you didn't even change the text of your terms? Are you really serious? I just can't believe what you're saying.[16:18:30] Bastian: You apply a new rules which is not part of your terms yet and which I never accepted at any point
[16:18:52] Bastian: When I placed my bet I accepted the rule which says "12 hours"
[16:18:58] Bastian: that was part of our contract
[16:19:13] Deniz: I gave you the information you need, if there is no other topic, I have to close the chat
[16:20:21] Bastian: This is unbelievable. I've thought I have seen it all but this is a new dimension. Thanks for confirming though.
[16:20:37] Bastian: Bye
[16:20:45] Deniz: Thank you for choosing us. We wish you the best of luck and fun on our website.The visitor has left the chat.
The chat is ended. (16:21:43)
