All Betonline.ag, Sportsbetting.ag and Lowvig.ag Issues

[coach_jones85]

This is asinine, why would you steal $100k plus from yourself as a long time Bet Online gambler. If I was you, would demand the email address used to take over your account. also ask if the phone number on your account was changed. You could’ve stated it already, sorry if I missed it.

Thank you for the response! I have made many of the demands/requests you mention above, including:

What was email address changed to?
One of the phone reps during my first evening of calls (Jan 17) answered with an email that was the same as mine, but added numbers to the end. (e.g. jordan@gmail.com to jordan965@gmail.com). However, all of my subsequent demands/requests to confirm this information by email and phone have not been responded to (BOL has not sent a single email since Jan 14 event).

What phone number was used for fraud?
Every BOL phone rep from Jan 17 to present has refused to give any details whatsoever (not even country codes). The rep who called me yesterday (first inbound, Jan 27) said that he would share this the "fraud-number" but he promised many things - from a simple case number to recordings of all phone calls to BOL related to my account - It has been over 24 hours since our call, and I am still getting shutout - BOL has sent ZERO in writing , now 14 days after the fraud date, Jan 14.

Was registered phone number changed?
Although there have been at least two BOL phone reps who refused to answer the question, all others I asked indicated that the registered phone number was not changed. It is clear to me that the Jan 14 fraud path looked something like this.

From all of my detective work - “Chain of events” (could change slightly with information BOL has been holding)

1. Fraudster contacts BOL phone support
2. BOL changes my registered email (which functioned as my account 2FA) to a fraud-email
3. Fraudster uses “Forgot password” (likely on-site)
4. Reset link goes to fraud-email
5. Fraudster sets a new password and logs in
6. Withdrawal(s) initiated
7. 2FA / approval prompts go to fraud-email
8. Withdrawal(s) approved

[nbaguy23]

This is asinine, why would you steal $100k plus from yourself as a long time Bet Online gambler. If I was you, would demand the email address used to take over your account. also ask if the phone number on your account was changed. You could’ve stated it already, sorry if I missed it.

Cause we all know here that sportsbooks are never, ever wrong and security and customer satisfaction are their top priorities, lol. In their eyes OP constructed a "fraud withdraw" in attempts to defraud the book and get double the money which yeah a heist idk who anyone with their own 6 figures would try to do.

OP, unfortunately this is what I suspected. Someone called in either knowing how much you had via a screenshot (I believe that you were tight on your security however) or maybe the inside employee angle is viable again and they knew how to get past their own security using your info. Maybe someone saw your info years ago and was planning this.

More unfortunate that it sounds like you're subject to the court of bet online rather than common sense. Hoping you get to hear those recordings yourself and get some answers on the trace.

[Optional]

A couple of tips when dealing with books on issues like this.

Don't be offended by this. These are as much for the helpful contributors and other non-posting readers as they are for you personally. As you have already made your bed with this case.


1) Try to present yourself as wanting to do anything you can do to HELP THEM feel reassured you are not part of the problem. No need to be asking for evidence to be handed over as they will almost never do it. If they have not ruled out the possibility you are attempting fraud, or some real life associate of yours has pulled a fraud on you, no book is going to give you any information that might help anyone get away with it better next time.

This is policy at every book and even more strictly adhered to at US licensed books than offshore.

2) If they are telling you about recordings and asking questions it shows that they are actually investigating the situation and not just blowing you off. Acting like you want to help them resolve any questions in their mind is the way to go. Arguing like they must be stupid/corrupt to even think that way is not going to change their mind or get you anywhere further.

If mediating, I would have suggested saying something like "I cant recall anything like that ever happening. Can we listen to tape together and maybe we can work out what you are hearing."

3) If you are completely closed minded to the idea that you could have had your email hacked or had a "friend" steal this money from you, they will just see you as unreasonable and not willing to investigate all possibilities like you are demanding that they do. Tell them why you think it's unlikely. Not that it is impossible. And don't act offended that they would dare to insinuate it. Of course they need to investigate that possibility thoroughly in order to get their bosses to approve giving out 100K. Help them do it is the way to go.

4) Avoid trying to look like all you are doing is wanting to find proof that they are cheating you or lying to you. If that is true, well they wont give it to you anyway. And refer to point 1) about how books almost never hand over proof anyway.

It's a pointless endeavor for the victim to act this way. If their investigation ends with a definite no, that's the time to ask them to help you take it further by providing more info to help chase down the perp.

5) Writing public messages calling their honestly into question as an "update" after each interaction is only going to make them less likely to speak to you at all and result in them making their decisions behind closed doors.

6) Understand that helpful posters "supporting you" with blanket statements about an inside job or saying you should demand this or that have zero financial interest in your case and are mostly wanting some entertainment from the story. Ignore them. Don't engage with them. Be seen as wanting to solve the problem not create drama.

and lastly... in more than a decade mediating sportsbook complaints I can't think of any big legitimate offshore book being swayed to pay someone just to shut them up on online forums. Dodgy books yes, but not the big ones.

100k is a lot of money, convincing BOL that they should take full responsibility for the loss will take working with them to build a justification an accountant could accept to release those funds as a write off loss. Emotions, threats, demands don't get people anywhere. Bean counters make the final decision.

I wish I could still mediate offshores as I think you would have a lot more chance here by having a representative doing most of the talking for you. This thread is now definitely no positive help to you as you go through the process of working this out.

Leaving the accusations, theories, analysis and public pressure out of it unless you already have had a hard denial of claim and already have as many facts as possible from them is the way to go.

Rip in afterward if you don't like the response to try and get a second hearing. Spending all your bullets before the target is even mounted is bad strategy. And that's what you are doing here.

[vampire assassin]

About 15 years ago, my BOL account was hacked by an insider (I presume). While I was logged in, I saw my balance keep dropping 4k at a time. I called CS and asked them to lock it, and they failed to do it. Over the next hour, about 30k was transferred to Poker and promptly dumped. BOL did restore my balance a few days later.

[Brooklyn Dick]

About 15 years ago, my BOL account was hacked by an insider (I presume). While I was logged in, I saw my balance keep dropping 4k at a time. I called CS and asked them to lock it, and they failed to do it. Over the next hour, about 30k was transferred to Poker and promptly dumped. BOL did restore my balance a few days later.

That was 15 years ago. A lot different time then...........Now, good luck.......

[Krashman]

About 15 years ago, my BOL account was hacked by an insider (I presume). While I was logged in, I saw my balance keep dropping 4k at a time. I called CS and asked them to lock it, and they failed to do it. Over the next hour, about 30k was transferred to Poker and promptly dumped. BOL did restore my balance a few days later.

I remember that sort of thing happening frequently back then.

And balances vanishing just like the OP

The old BOL may be back.

[Optional]

I remember that sort of thing happening frequently back then.

And balances vanishing just like the OP

The old BOL may be back.

True. Was regular problem 4 or 5 years ago.

To their credit they made the majority of people I knew about good again after investigation.

The "investigations" became a mental stress test for victims after a while though. Once some smart types caught on that they could fake it and get paid twice. BOL had to hammer every claimant, usually accusing them of being involved as part of the process. Was horrible for innocents but it was to the books credit they took every claim seriously.

I hope that "old BOL" attitude is back for Coach Jones here.

[coach_jones85]

UPDATE

I received another call from BOL and it was overwhelmingly positive. The BOL rep was extremely apologetic about the whole situation, and revealed that:

• He personally reviewed all of the phone calls on my account going back to October (Including the Jan 14 incident and the Oct 9/23 calls from the other BOL rep). He indicated it was clear that the Jan 14 calls were not from me and that the Oct 9/23 were not described correctly by the BOL rep on Monday.
• Moreover, he said that my situation - in particular, the change of the account registered email that allowed for the rapid succession of Jan 14 events - was a shortcoming in the BOL security protocols.
• He indicated that this case had been very helpful for the BOL fraud team, as it has identified protocols improvements needed for account info changes that they are already making.
• He changed the account credentials back to the original, providing me with renewed account access, and we implemented some additional security measures together.
• ALL FUNDS WERE RETURNED TO ACCOUNT and I WAS ABLE TO WITHDRAW ALL FUNDS ALREADY.

There were many other pertinent details revealed in this call that likely wouldn't interest the thread, but I'll share this: While the fraudster had many of my personal details to "verify" the account on Jan 14, he also was communicating from a never used IP address in Colorado, I gather. When asked about this during security checks, he said he was headed to the Broncos/Patriots AFC Championship Game! The BOL rep indicated that he was "calm" and a "smooth talker" which undoubtedly assisted the scam.

While the past couple of weeks were very stressful, in the end, I am happy to reaffirm that BetOnline continues to be a top tier offshore sports book. Thanks to everyone for your concern and help towards a resolution. Going forward, I will try to contribute to the forums where I might be of use. Have a great weekend!

[nbaguy23]

UPDATE

I received another call from BOL and it was overwhelmingly positive. The BOL rep was extremely apologetic about the whole situation, and revealed that:

• He personally reviewed all of the phone calls on my account going back to October (Including the Jan 14 incident and the Oct 9/23 calls from the other BOL rep). He indicated it was clear that the Jan 14 calls were not from me and that the Oct 9/23 were not described correctly by the BOL rep on Monday.
• Moreover, he said that my situation - in particular, the change of the account registered email that allowed for the rapid succession of Jan 14 events - was a shortcoming in the BOL security protocols.
• He indicated that this case had been very helpful for the BOL fraud team, as it has identified protocols improvements needed for account info changes that they are already making.
• He changed the account credentials back to the original, providing me with renewed account access, and we implemented some additional security measures together.
• ALL FUNDS WERE RETURNED TO ACCOUNT and I WAS ABLE TO WITHDRAW ALL FUNDS ALREADY.

There were many other pertinent details revealed in this call that likely wouldn't interest the thread, but I'll share this: While the fraudster had many of my personal details to "verify" the account on Jan 14, he also was communicating from a never used IP address in Colorado, I gather. When asked about this during security checks, he said he was headed to the Broncos/Patriots AFC Championship Game! The BOL rep indicated that he was "calm" and a "smooth talker" which undoubtedly assisted the scam.

While the past couple of weeks were very stressful, in the end, I am happy to reaffirm that BetOnline continues to be a top tier offshore sports book. Thanks to everyone for your concern and help towards a resolution. Going forward, I will try to contribute to the forums where I might be of use. Have a great weekend!

Great news to start the weekend OP! Glad you got your funds back. Happy to hear the bet online didn't take any sides per se and focused on the facts! Sucks fraudsters like this exist that can turn good customer service to stingy and unruly, like Bookmaker for example.

[Brooklyn Dick]

Great news to start the weekend OP! Glad you got your funds back. Happy to hear the bet online didn't take any sides per se and focused on the facts! Sucks fraudsters like this exist that can turn good customer service to stingy and unruly, like Bookmaker for example.

There is NO customer service with Bookmaker.........You cannot reach a human.......

[Optional]

UPDATE

I received another call from BOL and it was overwhelmingly positive. The BOL rep was extremely apologetic about the whole situation, and revealed that:

• He personally reviewed all of the phone calls on my account going back to October (Including the Jan 14 incident and the Oct 9/23 calls from the other BOL rep). He indicated it was clear that the Jan 14 calls were not from me and that the Oct 9/23 were not described correctly by the BOL rep on Monday.
• Moreover, he said that my situation - in particular, the change of the account registered email that allowed for the rapid succession of Jan 14 events - was a shortcoming in the BOL security protocols.
• He indicated that this case had been very helpful for the BOL fraud team, as it has identified protocols improvements needed for account info changes that they are already making.
• He changed the account credentials back to the original, providing me with renewed account access, and we implemented some additional security measures together.
• ALL FUNDS WERE RETURNED TO ACCOUNT and I WAS ABLE TO WITHDRAW ALL FUNDS ALREADY.

There were many other pertinent details revealed in this call that likely wouldn't interest the thread, but I'll share this: While the fraudster had many of my personal details to "verify" the account on Jan 14, he also was communicating from a never used IP address in Colorado, I gather. When asked about this during security checks, he said he was headed to the Broncos/Patriots AFC Championship Game! The BOL rep indicated that he was "calm" and a "smooth talker" which undoubtedly assisted the scam.

While the past couple of weeks were very stressful, in the end, I am happy to reaffirm that BetOnline continues to be a top tier offshore sports book. Thanks to everyone for your concern and help towards a resolution. Going forward, I will try to contribute to the forums where I might be of use. Have a great weekend!

Great news.

[2Sweeet]

JG and BOL are top top if u ask me. Glad this was resolved.

[Dogsrule2025]

Duplicate ghost wagers were identified myself and supervisor Fredrick going through a couple of days were my figure was off my thousands. During this time

I was wagering between $50-240k per day. These wagers were logged 2-6x times within seconds of one another. This was a result of receiving error messages - ie line changed and no confirmation of wager going through, wager couldn’t be placed due to another instance of it being opened etc. however after receiving these messages the wagers were going through and as a result were placed multiple times.

Email sent to mgmt:

Betonline mgmt already said the will not do anything additional.
I received confirmation from my VIP Host, Denzel Thomas, over the weekend that BetOnline is unwilling to take any further action regarding the duplicate live wagers or provide any incentive consideration on January crypto deposits.

Before I escalate this matter externally, I want to clearly summarize the facts in one consolidated communication.

• Total Deposits (Life-to-date): $230,265
• Credits Issued by BetOnline (Jan duplicates): $19,915

Total Duplicate Wagers (Platform-Generated):$70,928.50
Time Period: 12/15/2025 – 1/31/2026

Management previously proposed a 50/50 split on duplicate wagers. However, that split did not occur based on the actual breakdown of the duplicated activity as seen above and broken down in the attached spreadsheet.

Below is the aggregated data, which I have compiled across multiple email threads and supervisor conversations:
Duplicates (2x) – $45,696.00
50% Allocation
User: $22,848.00
BetOnline: $22,848.00
Wagers 3x Duplicates – $14,977.50
67% User / 33% BetOnline
User: $9,975.02
BetOnline: $4,942.58
Wagers 4x Duplicates – $8,380.00
75% User / 25% BetOnline
User: $6,285.00
BetOnline: $2,095.00
Wagers 6x Duplicates – $1,875.00
80% User / 20% BetOnline
User: $1,500.00
BetOnline: $375.00
Total Duplicates: $70,928.50
User Portion: $40,608.02
BetOnline Portion: $30,260.58

A true 50/50 split would total $35,464.25 each and a proportionate breakdown would have been $40,608.02. That is a difference of $15,549.25 assuming a 50/50 split or $20,693.02 applying for a prorated breakdown based on duplicate allocation.

I wasn't trying to make a huge deal and was very flexible by accepting a 50/50 split, but the fact of the matter is I was not provided a 50/50 split as clearly show by the data provided. The difference between what was proposed and what was effectively applied is significant. The platform-generated duplication issue disproportionately impacted me, and the resolution does not reflect the originally communicated framework.

I recognize there were several one-off conversations across multiple supervisors. However, I have now consolidated all data into one transparent summary. The numbers are clear and I've attached a spreadsheet which provides every duplicate wager your platform made between Dec 15th , 2025, and January 31, 2026, each credit that was applied to my account as well as my deposit history.
This situation is not equitable. I am confident that a neutral third-party mediator or industry watchdog would reach the same conclusion.

I am asking one final time for BetOnline to revisit this and make the 50/50 resolution whole.

If I do not receive a substantive response by Wednesday, February 18th at 5:00 PM, I will proceed with escalating this matter to appropriate third-party watchdog communities and editors for independent review.

I would strongly prefer to resolve this directly and professionally.

[Optional]

PMed you a couple of questions

[lonegambler23]

Oh boy

[Dogsrule2025]

The managers there are Adam Burns (Burnatowski) from
Quebec City and Dave Mason. I’ve reached out to them directly via twitter based on some folks in the industry sharing info about them. No response, we will see….

[Dogsrule2025]

Ok, Adam Burns (mgr) did respond to my DM on twitter and was not familiar with my situation but agreed to look into it for me and get back to me within a day or two. I’m hopeful he will be understanding of the situation and make it right, as I do like the platform. Will keep everyone updated

[Dogsrule2025]

I wanted to provide an update to everyone. With the help
of optional I was able to effectively resolve my situation with Betonline with the assistance of Adam Burns. We agreed to split the difference for the month of January and move on. Thank you all!

[Optional]

I wanted to provide an update to everyone. With the help
of optional I was able to effectively resolve my situation with Betonline with the assistance of Adam Burns. We agreed to split the difference for the month of January and move on. Thank you all!

Great news.

Thanks for updating the thread

[Tom R.]

Does anyone know how to display current odds, handicaps, and totals correctly?
I often select the current displayed value, try to place a bet and the site displays a message, that the value has changed.
I refresh the page, but there's no change — the values are the same.
I add them to my cart again, but the message, that the values have changed appears again.

[Frank]

Does anyone know how to display current odds, handicaps, and totals correctly?
I often select the current displayed value, try to place a bet and the site displays a message, that the value has changed.
I refresh the page, but there's no change — the values are the same.
I add them to my cart again, but the message, that the values have changed appears again.

Their lines sag slowly on the new website.

There is no way to refresh.

You just have to wait.

It was not an issue with the classic interface.

If during this lapse period, you bet one side that is moving that way, you will get that message, but if you bet the side that is getting moved against they will accept it at that old number, even though it had moved.

They know about this and it is an extremely shady practice by them.

Essentially a disguised way to rip unsuspecting people off who don't have a line service to see what their actual line is.

[Frank]

https://www.youtube.com/watch?v=2mw0oKy-rbQ

Here is a YouTube video showing exactly how they will do it

[SportsBettor5]

https://www.youtube.com/watch?v=2mw0oKy-rbQ

Here is a YouTube video showing exactly how they will do it

Unfair behavior, to be sure. Hadn't seen that video before.

that looks like the classic interface though...

[Salam]

Now I can't see how I did for the week on bol. They got rid of that feature whatever it's called.

[Dogsrule2025]

Great news.

Thanks for updating the thread

Thank you, Optional and forum members.

optional - I agree that Betonline should have also split the difference with the December duplicates as well. However after they met me half with the January duplicate's I deposited another $15k.

I followed up with book manager, Adam Burns, who helped me with the initial request.

My message to him:

Hi Adam,

Acct: B4403545

I’m sorry to bother you again, and I truly appreciate the effort you put in previously regarding the live wager duplicate issue from January 2026—I’m genuinely grateful.

To provide a quick overview of my account activity:
• Over $240,000 in total deposits
• $0 in net payouts (all winnings have been redeposited)
• $15,000 deposited since the last credit was issued
• $70,928 in duplicate wagers from 12/15–1/31
• $28,415 in credits received (approximately 40%)

I understand and appreciate that BetOnline agreed to a 50/50 resolution for the January duplicate wagers. However, the final two weeks of December were not included in that resolution.

Given the level of business I’ve provided—approaching a quarter million in deposits—and the fact that I have consistently kept funds within the platform, I respectfully ask that you reconsider applying the additional $7,050 credit. This would effectively bring the entire duplicate wager situation to a consistent 50/50 resolution across the full timeframe.

I hope my account history demonstrates both my loyalty and the long-term value I intend to continue bringing.

Thank you again for your time and consideration—I truly appreciate it.

His Response back to me:

“Hi, as mentioned last time there is nothing I can do anymore on my end, you have to go through your host and proper channels, this is not my area nor department as I explained you before. You can keep explaining to me but there is nothing I can do and will not reply to it because you have to go through your host. Thanks.”

This doesn’t make sense how does a VIP host have more authority than the sportsbook manager??? My VIP host, Denzel Thomas, nice guy but while addressing my duplicate wager situation, he helped and said this is a one time only fix. He was unwilling to do anything after that one time.

As a result, I reached out to 2 supervisors that were able to assist me. Each time Denzel would get upset for going around him. I told him, this my money and I’m not ok with losing money when your platform creates duplicate live (ghost) wagers. My last escalation I connected w/Adam, manager, as I was told he was 1 of 2 in command and he resolved it, except for honoring the duplicate wagers the final 2 weeks of Dec.

He’s saying my VIP
host has the final say, and he’s the manager. It seems like he’s pushing me off on my host who can’t and won’t do anything. He’ll offer me a $50 or $100 credit and I’m like wtf, I’ve deposited a quarter of a million dollars
with you.

Optional - if you’re contact could help again, it would be greatly appreciated. If they are not willing to honor this though, I’m taking my business onshore for good. They lost a great customer. I like the Betonline interface etc but the platform glitches for live play wagers costed me tens of thousands of dollars in error, which I’m not cool with.
Additionally, their internal process seems extremely disconnected. Honestly this should have been addressed with Adam when I previously reached out.

[Dogsrule2025]

My final message to Adam Burns, manager

Hi — I’m following up on the duplicate wager issue that was previously reviewed and partially credited.

I’m only looking for clarification on one point: since duplicate wagers from January were acknowledged and resolved on a 50/50 basis, can you explain why the same treatment does not apply to the duplicate wagers from 12/15–12/31?

This is the same issue across a continuous timeframe, so I’m trying to understand the inconsistency in how it was handled.

If this has already been reviewed at the highest level and the decision is final, please confirm that directly so I can close this out on my end.

[Dogsrule2025]

Adam responded via twitter. Someone help me
understand how a sportsbook manager is not responsible for a technical issue with the platform and is deferring my VIP host. Way to take accountability….

[Dogsrule2025]

Since Adam has officially removed himself from
the situation, here is my last hailmary to management email sent:


Dear BetOnline Support and Management,
I am writing to request a follow-up review of wagering activity on my account related to a previously addressed issue involving duplicate wagers. Attached spreadsheet details every duplicate wager, deposit history, and credit received from management.
Account Information:

• Username: B4403545

Background:
In January, I worked with your team, including sportsbook manager Adam Burns, to resolve an issue involving duplicate wagers that were attributed to a system or submission error. At that time, an account credit was issued, and I acknowledged and accepted that resolution in good faith. The outcome, Betonline agreed to split all of the January duplicate wagers 50/50 with me, which was fair and reasonable.
Reason for Follow-Up:
After further review and discussion with industry experts and forums, it has been brought to my attention that the January adjustment appears to have addressed only a portion of the affected timeframe.
Specifically, the same conditions that led to the duplicate wagers in January were also present during the final two weeks of December, and those wagers do not appear to have been included in the original review or adjustment.
Key Point:
I am not disputing or reopening the January resolution itself. Rather, I am requesting a consistent application of that review to the remaining timeframe (late December), where the same issue appears to have occurred under similar circumstances.
Details of Additional Impact:

• Date range: Final two weeks of December
• Nature of issue: Duplicate wagers under similar conditions as January
• Estimated additional impact: ~$14k in duplicate wagers

Request:
I respectfully ask for:

1. A targeted audit of wagers placed during the final two weeks of December
2. Identification of any duplicate or system-related wagers consistent with the January findings
3. Consideration of an account adjustment for any confirmed discrepancies - ~$7,000 credit

Supporting Context:
This request is based on ensuring consistency and fairness in how the issue was originally handled, rather than revisiting a closed matter.
I appreciate the assistance previously provided and am hopeful this can be resolved in the same cooperative manner.
Please confirm receipt of this request and advise on next steps.

[Optional]

Optional - if you’re contact could help again, it would be greatly appreciated.

I don't have any more personal sway on this issue and as you know, SBR cannot directly mediate for non US/CA licensed bookmakers.

Apart from hosting your complaint details on this forum I don't think there is much more I can do directly with this one. Bearing in mind it is a strange one where you made a personal deal to only have half the errors fixed. It was always going to be kind of hard to advocate strongly when you appear to have already agreed you did as much wrong as the book did, if you get what I mean.

[Dogsrule2025]

Optional I here you brother. The issue is the inconsistency from the sportsbook and their management. On three occassions I was told by supervisor, Daisy, and VIP, Denzel Thomas, this is closed per management and they will not reopen your dispute case. Each time, I was able to get someone in management to open, review, acknolwedge, and credit my account. That is itself is absurd and shows they have zero policy or governance. I filed a complaint with Panama gaming authority. See email below:

To the Junta de Control de Juegos
Ministry of Economy and Finance
Republic of Panama
Dear Sir/Madam,
I hereby submit a formal complaint regarding a dispute with an online gaming operator licensed under the jurisdiction of Panama.
My Name: Patrick McDermott
Location: United States
Betonline Acct Number: B4403545
Date of Issue: 12/15/25-1/31/26 (all disputes in question between 1/1-1/31 have been successfully resolved)
Amount in Dispute: $14,000
Operator Information
Licensed Entity: Blue High House S.A.
Operating Company: Betonline.ag
Registration Number: 620693
Regulator: Junta de Control de Juegos
Summary of Issue
On January 19, 2026, with the assistance of a supervisor (Fredrick), I identified a significant number of duplicate live wagers on my account. These wagers consisted of multiple identical bets placed within seconds of one another, resulting in discrepancies totaling several thousand dollars. The supervisor acknowledged this as a platform-related malfunction and confirmed that such wagers should be credited.
I was advised to review additional wagering activity for similar issues, which required several hours of manual review across hundreds of wagers. I subsequently identified a substantial number of additional duplicate wagers.
Operator Response and Inconsistency
While my VIP host initially indicated that management would review these findings as a one-time courtesy, I was later told that no further review would be conducted and that the decision was final by management.
Due to the clear and documented nature of the issue, I escalated the matter to multiple supervisors (including Fredrick, Jessie, and Chris R.) and eventually to Sportsbook Manager Adam Burnatowski (Burns). Following these escalations, the operator agreed to apply a 50/50 adjustment to duplicate live wagers placed between January 1–31.
However, throughout this process, I received conflicting and inconsistent responses from different representatives. Some acknowledged the platform error and facilitated resolution, while others—including additional supervisors and my assigned VIP host—refused further review entirely. On numerous occasions I was notified by supervisors Daisy and VIP host, Denzel Thomas, this case was closed and that decision is final my upper management. However, after being told this on three occasions, I ended up getting in touch with someone in management that was able to revisit and correct the issue. This demonstrates a lack of consistent standards in dispute resolution.
Outstanding Issue
In addition to the January wagers, I identified duplicate wagers occurring between December 15–31 under the same conditions. These wagers, totaling approximately $14,000, were not included in the operator’s review or adjustment.
Dispute Facts

• Duplicate wagers totaling approximately $57,000 occurred in January 2026 due to platform malfunction
• A 50/50 adjustment was ultimately applied to January wagers after escalation
• Duplicate wagers also occurred between December 15–31 (~$14,000) and were excluded from review
• The operator has refused to apply the same resolution standard to December activity
• Conflicting responses from staff demonstrate inconsistent and subjective dispute handling

Relief Requested
I respectfully request that the Junta de Control de Juegos:

1. Review whether the operator has complied with applicable licensing and consumer protection standards
2. Assess the consistency and fairness of the operator’s dispute resolution practices
3. Determine whether the operator should apply the same resolution standard to the December wagers
4. Take any corrective action deemed appropriate under Panama’s regulatory framework

I have attached all supporting documentation, including wager records, correspondence, and evidence of duplicate betting activity.
I appreciate your time and consideration and remain available to provide further information if required.

[Optional]

If I was you trying to bet big money and having to use an offshore outlet, I'd probably want to keep using Betonline enough to reluctantly just take the half win on this issue. From all you have posted it does sound like the contacts you have been dealing with genuinely have hit an internal brick wall. They will have a boss whether they present as the big cheese or not. From my experience, looking at those responses you have gotten, they are not just brushing you off not wanting to try. It sounds toi me like they would if they could but they can't. Just food for thought.

[Dogsrule2025]

I hear you Optional, but the issue I have is more about principal at this point. I’ve accepted the fact I’ve given them
a quarter million in business.

My issue is that on 3 occasions I had hit a brick wall, only to have someone from mgmt and do the right thing. For January, there was $56k in duplicate wagers and they credited me $28k which was very fair.

What we are currently talking about is $14k in duplicates for 2 weeks in December. There is no reason I should have to eat that entire amount. If they issue a $7k credit then everything life to date is split and fair.

[Optional]

That's a fine choice too. I hope you get through to someone who sees the same sense.

[Dogsrule2025]

Optional besides Adam Burns and Dave Mason who are both visible on twitter, I don’t know if there any other individuals to escalate to which is the reason I chose to file a complaint with Panama authorities. Adam was extremely helpful with getting the January duplicates resolved. I’ve messaged Dave Mason on twitter, but he only responds to gambling question and praise -and chooses to ignore my comments. I certainly won’t hold my breath, as I don’t expect them to do anything.

If I’m looking at this wrong, please keep me honest. My question why is Betonline not being consistent? They've already acknowledged there was a platform glitch error that led to dozens of my live wagers being duplicated, sometime 2-6x, from 12/15-1/31. Why honor credits to only 4 of the 6 weeks? There is no logic whatsoever from my vantage point

[Dogsrule2025]

Optional - when I actually take a step back and look at this situation, as well as the one with Bookmaker. I realize how ridiculous this all is…..

Ive given Betonline $250k in deposits, they acknowledged and credited me 50% of January duplicate wagers but won’t address December (the same exact issue occurred) and yet I’m supposed to be grateful. Only in this industry, it’s absolutely insane. This is simply subjective when it is a clearly black and white issue.