Complaint against Bookmaker.eu

alecmatt5 · 10-16-25, 07:32 AM

And while typing this message I see that they realized their mistake and then fixed it. So they clearly know there was an issue. Unbelievable.

EDIT: I mean they fixed the issue with their website where the bets were being displayed incorrectly (see screenshots below). They did not fix my wager

alecmatt5 · 10-16-25, 07:37 AM

alecmatt5 · 10-16-25, 07:38 AM

So clearly when I clicked on -12 @ -105, I was actually betting on the -14 line that was being displayed incorrectly

alecmatt5 · 10-16-25, 07:49 AM

Info: You are now connected to Clive.
18:42, Oct 16
Clive: Hello! Thanks for getting in touch with our Live Chat Department. My name is Clive, and I’ll be assisting you today.
18:43, Oct 16
You: Hi Clive, one of my bets entered incorrectly. I was trying to wager on Chiefs -12 -105 and when I placed the bet it was automatically changed to Chiefs -14 @+121
18:43, Oct 16
You: Ticket # 721167648
18:44, Oct 16
Clive: I will do my best to assist you with your bet and get it resolved as soon as possible Alec.
18:44, Oct 16
Clive: The company policy is that we do not delete any wagers once they have been confirmed by the customer. We encourage you to always double check your bets before locking them in online. All wagers are final, however, we are willing to review each situation on a case by case basis and in some rare situations, exceptions can be made. In these cases, management will have the final decision. You can also find this info on our Help Center page here: https://get.bookmaker.help/hc/en-us/...eleting-wagers And keep in mind our Help Center is full of articles covering everything from house rules, to promotions, to deposit and withdrawal options.
18:44, Oct 16
You: There is an issue with your system.
18:45, Oct 16
You: It changed my bet to a different bet...
18:45, Oct 16
Clive: All lines and odds are subject to change at any time we are sorry for the inconvenience.
18:46, Oct 16
You: .......................
18:46, Oct 16
You: Thats bs
18:46, Oct 16
You: Thats not what happened
18:46, Oct 16
You: IT CHANGED MY BET TO A DIFFERENT BET
18:46, Oct 16
You: [PNG]
18:47, Oct 16
You: How can I click on -12 at -105 and then bet it and then it gets changed to a different bet...
18:47, Oct 16
You: There is an issue with your system and I don't accept your response
18:47, Oct 16
Clive: Please allow me a moment.
18:50, Oct 16
Clive: I’m still looking into this. I’ll be back with an update in a moment. Thank you.
18:52, Oct 16
Clive: Thanks for holding, your time is greatly valued.
18:52, Oct 16
Clive: We apologize for the inconvenience, we are unable to remove or alter the bet. It will stand and be graded accordingly.
18:53, Oct 16
You: Can you explain why?
18:53, Oct 16
You: Do not send me the rules
18:53, Oct 16
You: Explain to me using logic and reasoning why my bet stands when there is clearly a system error
18:53, Oct 16
You: and I messaged you 5 seconds after it happened
18:54, Oct 16
Clive: We do apologize for the inconvenience, but this is our policy we do not delete or remove bets upon request.
18:55, Oct 16
You: Clive I did not make a mistake or change my mind
18:55, Oct 16
You: your system literally changed my bet into a different bet
18:55, Oct 16
You: why piss off your customer over something so easily fixable
18:56, Oct 16
Clive: You took a derivative line, we will not delete the bet the decision is final.
18:56, Oct 16
You: Let me speak with a manager
18:57, Oct 16
Clive: Currently there are no managers available to assist you, for the assistance from one please contact us back after 5 am PST.
18:57, Oct 16
You: I want you to explain to me how to bet on -12
18:58, Oct 16
You: How can I make the bet that I tried to make?
18:58, Oct 16
You: Because when I click -12 and then type in the bet and submit and it gets changed to -14 I would like to understand how and why that happens and I would like to understand how I am responsible for knowing that will happen
18:59, Oct 16
You: So please explain it to me
19:00, Oct 16
Clive: Due to being a derivative selection it couldn't be a mistake we apologize for the inconvenience. The decision is final.
19:01, Oct 16
You: How does that make sense at all?
19:01, Oct 16
You: How couldn't it be a mistake?
19:01, Oct 16
You: Are you saying that I am lying and that I bet on -14 and then changed my mind?
19:01, Oct 16
You: What are you saying?
19:02, Oct 16
Clive: It wasn't a website mistake, if you are able to provide us proof we will do our best assist you further, but currently the bet will stand until it gets graded.
19:02, Oct 16
You: Clive are you joking?
19:03, Oct 16
You: Look at my bets. Have I ever placed a bet at that wager amount?
19:03, Oct 16
You: Today I just decided let me place a bet at an amount that I have never done before and then decided to message you 5 seconds after to mess with you?
19:05, Oct 16
Clive: We apologize for the inconvenience, the bet will stand. Is there anything else do you wish me to assist you with today?
19:05, Oct 16
You: [PNG]
19:05, Oct 16
You: [PNG]
19:05, Oct 16
You: Look what happens when I try to place the bet
19:05, Oct 16
You: You're telling me that's supposed to happen?
19:06, Oct 16
Clive: The line changed, all lines change at anytime due to the market.
19:06, Oct 16
You: THAT IS A DIFFERENT BET
19:06, Oct 16
You: THERE ARE LINES AT -11, -11.5, -12, -12.5 ..................
19:06, Oct 16
You: WHAT ARE YOU TALKING ABOUT
19:07, Oct 16
Clive: We apologize for the inconvenience, but bet 721167648 will not be deleted it will stand the decision is final.
19:07, Oct 16
You: This is such embarrassing customer service for no reason at al
19:09, Oct 16
Clive: Do you have any other question I can assist you with today?
19:10, Oct 16
You: Yes
19:13, Oct 16
You: "It wasn't a website mistake, if you are able to provide us proof we will do our best assist you further, but currently the bet will stand until it gets graded." Can you explain how the screenshots showing what happens when you try to place a bet at -12 which is currently offered as a bet, and which the system then changes to -14, a different bet that is currently offered, how is that not proof of a system error?
19:14, Oct 16
You: and question 2. I already asked and you didn't answer. How am I supposed to place a bet on -12. That, again, is currently offered but when I try to bet it the system changes it to -14, so how can I make that bet?
19:15, Oct 16
Clive: As I have already given you all the information sir and there is nothing else I'll proceed to close the chat. Hope you have a wonderful day. If there is anything else we can assist you with please do not hesitate to contact us.
Info: Conversation closed by the agent 19:15, Oct 16

Optional · 10-16-25, 09:10 AM

Customer service seems to assume the player is wrong by default.

Good to hear you got it fixed

Brooklyn Dick · 10-16-25, 09:13 AM

Bookmaker stopping fixing or listening to complaints years ago. There is zero Customer Service as no one has any authority to change anything. Play at your own risk.

alecmatt5 · 10-16-25, 09:15 AM

Wait no I did not get it fixed. I mean that they fixed their website after they became aware of the issue. They did not fix my bet.

dimaggio8 · 10-16-25, 09:48 AM

Did you speak to a manager? If this is the first time it ever happened to you, they should fix it especially with the game not being until this weekend.

alecmatt5 · 10-16-25, 09:55 AM

No unfortunately not. I asked to and was told they weren’t available until after 5:00 pst so I messaged again after that and was told the manager was busy.

Optional · 10-16-25, 10:17 AM

Originally posted by alecmatt5

Wait no I did not get it fixed. I mean that they fixed their website after they became aware of the issue. They did not fix my bet.

Check your PM inbox

djefferis · 10-19-25, 12:05 PM

I’ve had it occur occasionally on live bets - changing lines to a less favorable one there.

Ultimately though - it can be prevented by selecting “no do accept line changes” or “accept line changes only in my favor”.

Depending on when a bet was placed - there may not be a manager on duty who can void. Worst case - cancel and pay the penalty and ask to be credited back the loss taken while placing a 2nd bet on the desired line. Not ideal- but nothing beats missing out on a winner and having become a loser over a site issue.

comet52 · 10-25-25, 05:54 PM

On the wager screen at BM there is a checkbox below where you make the bet with 3 options:

Do not accept any line changes
Accept all line changes
Accept line changes only in my favor

I believe it will default to accept all unless you manually change it. Mine stays on do not accept since I changed it some time ago. It's pretty easy for a line to move when you make a bet and then you don't get the price you expected, so I would keep the top box checked if it's an issue for you.

In my experience these books never change a wager once you've made it, that's going back almost 30 years. Which is why I try to very carefully check the bet before I click on it because once you buy it you own it as they say. I'd say you're out of luck.

alecmatt5 · 10-30-25, 05:41 AM

The situation has been resolved. Once I emailed and name dropped Optional, they reluctantly and without admitting any fault on their own side, cancelled the bet for me. So in that regards, there's nothing left to say.

However, in response to the comments about the issue, either you are misunderstanding the issue, or maybe I am going insane. I am very aware of how betting works and how lines move, etc. etc. etc.

I am sooooooooooooooooo sick of people trying to explain to me that lines can change blah blah blah. This is not what happened. I was not betting on the normal spread of the game. I was betting on an alternate spread. The alternate spreads don't really change. If the game line is -13 and then it changes to -12.5, I understand how that happens. But when the game line is -13 and you go to a separate bet that is -12 at different odds, that spread doesn't magically change to -14 and then instantly change back to -12. For alternate spreads, the lines don't change, the odds change.

I was betting on -12 at whatever odds, I don't even remember at this point. On the same page there is a completely different bet at -14 at different odds. When I clicked on the -12 bet, it added the -12 bet into my bet slip. I then placed the wager for the -12 bet and then boom magically it went through as the -14 bet. Both of those bets existed the entire time this took place. They are both existing bets that a different bets. The -12 line did not change to -14. What actually happened is that what was being displayed on the screen as the -12 bet, was actually the -14 bet in their backend. If you look at the 2 pictures, 1 from when I placed the bet, 1 from about 30 minutes later, after I talked to chat and made them aware of this issue. Clearly they realized this issue with their site, because they then fixed the front end to the point where all of the bets flipped places, meaning they were clearly in the wrong place before.

Regardless, I've wasted enough time on this, and that's all I have to say about this. Glad it got fixed, but would've been nice for them to just say oops, let's go ahead and fix that for you, but that's not how these books operate...

Optional · 10-30-25, 06:27 AM

Originally posted by alecmatt5

The situation has been resolved. Once I emailed and name dropped Optional, they reluctantly and without admitting any fault on their own side, cancelled the bet for me. So in that regards, there's nothing left to say.

However, in response to the comments about the issue, either you are misunderstanding the issue, or maybe I am going insane. I am very aware of how betting works and how lines move, etc. etc. etc.

I am sooooooooooooooooo sick of people trying to explain to me that lines can change blah blah blah. This is not what happened. I was not betting on the normal spread of the game. I was betting on an alternate spread. The alternate spreads don't really change. If the game line is -13 and then it changes to -12.5, I understand how that happens. But when the game line is -13 and you go to a separate bet that is -12 at different odds, that spread doesn't magically change to -14 and then instantly change back to -12. For alternate spreads, the lines don't change, the odds change.

I was betting on -12 at whatever odds, I don't even remember at this point. On the same page there is a completely different bet at -14 at different odds. When I clicked on the -12 bet, it added the -12 bet into my bet slip. I then placed the wager for the -12 bet and then boom magically it went through as the -14 bet. Both of those bets existed the entire time this took place. They are both existing bets that a different bets. The -12 line did not change to -14. What actually happened is that what was being displayed on the screen as the -12 bet, was actually the -14 bet in their backend. If you look at the 2 pictures, 1 from when I placed the bet, 1 from about 30 minutes later, after I talked to chat and made them aware of this issue. Clearly they realized this issue with their site, because they then fixed the front end to the point where all of the bets flipped places, meaning they were clearly in the wrong place before.

Regardless, I've wasted enough time on this, and that's all I have to say about this. Glad it got fixed, but would've been nice for them to just say oops, let's go ahead and fix that for you, but that's not how these books operate...

That's great news.

I was just about to make a complaint that both you and another SBR user I had sent had been ignored. So thanks for posting this update