[User01132015]

Hi All,

I come here frequently to review sportsbook ratings and feedback, and am hoping that I can now get some help as well.

In short, I am very frustrated with Heritage and their lack of customer support at the moment. I'll preface this by saying that I am admittedly a HUGE whale online, and have never once made a cashout from Heritage (and lost over $40K at Bookmaker/DSI/JustBet without a single cashout last year as well). I say this just to note that I accept losing all too readily without the slightest bit of whining, including dumping over $4K in the Heritage casino recently during a spell that included losing 27 out of 28 hands.

OK, so for the issue at hand. The USA was playing Poland in the finals of the Hopman Cup last weekend, and I wanted to bet John Isner over Jerzy Janowicz. Janowicz had been struggling, and I felt very confident that Isner would win his match (which usually means that it is a loser!). There was a line up on USA vs Poland under ATP, and USA vs Poland under WTA (for those unfamiliar, the Hopman Cup calls individuals by their country just like the other team tennis events, i.e. "game Poland," "advantage USA," etc). Naturally, I assume that I am betting Isner, and made this bet on the site...


Ticket Details : # 79311212-1
Wager Type : Money Line
Wager Status : Loss Risk / To Win Amount : 2,254.00 / 805.00(USD)
Accepted : 1/9/2015 10:43PM - PST

Lost : 2,254.00

Sport / Period :	ATP Match Betting Tennis / Game
Selection :	USA	Time :	1/9/2015 11:30:01PM - (PST)
Line :	-280

* Game Note: MATCH WAGERING - A full set must be completed for money line wagers to have action. The spread and total are based on sets and the full match must be completed for action. On first set betting, 1st set must be completed for money line wagers to be valid.


I woke up the next morning, and saw that this bet was graded a loss. No worries, I figured, as the grader must have just seen that the USA lost the aggregate tie and graded incorrectly. I had Bookmaker once grade one of my first set wagers a loser because the player had lost the outright match after winning the first set, and they fixed it immediately with multiple unnecessary apologies to boot. I figured that would happen here also.

However, when I called into support, I was told that this bet was incorrectly placed under ATP matches, and this was actually for the entire tie. In addition, they stated that they forgot to put a line up for the individual men's match, and so the line that was up for the women's match counted, but that the men's match should have been for the entire tie and listed under "tennis futures/props" on the bottom of the screen just like the Davis Cup, Fed Cup, etc. Despite my letting them know how crazy this all sounded to me (i.e. the match listed under the WTA counts as the women's singles side, but the match listed under the ATP just counts for the whole tie with no individual men's match listed), but was told that "they were sure I would just understand that they made a mistake." The customer service gentleman even laughed when I asked if they would have also graded this a loss had Isner lost as it was listed but the USA team won, and responded with a "probably." I would never touch Serena Williams or mixed doubles with a ten foot pole, btw.

Disappointed with my phone conversation, I sent an e-mail explaining how this was graded and how they erred. Rather than addressing my concern in any fashion, I simply received a response stating "There is/was nothing wrong with this grading. If you still need clarification, call and speak with a wagering supervisor." Talk about a crappy way to deal with the type of customers that you should be seeking to retain!

SBR, please help me on this one. I am incredibly disappointed by both Heritage's grading and their very dismissive customer service after admitting that this was an obvious win just like every other individual match listed under their ATP lines.

[BigDaddy]

please change your name

i thought at first you were heritage insider guy

just my opinion

[trytrytry]

very interesting and confusing situation there. I can for sure see why you thought your play was a winner good hanciapping there.

..sorry to hear heritage would not offer up polite correspondence for you.
Usually in customer service they are better than average especially for a very large book they try to communicate and work things out.

[User01132015]

very interesting and confusing situation there. I can for sure see why you thought your play was a winner good hanciapping there.

..sorry to hear heritage would not offer up polite correspondence for you.
Usually in customer service they are better than average especially for a very large book they try to communicate and work things out.

Thank you friend. Janowicz needed an injury from the local player (Ebden) to come back to win in three sets in his first match and had gotten pasted by Murray the day before, and thus I really liked Isner's chances to win this one.

I have never had to speak directly with their customer service before (outside of making deposits), and was very disappointed in how this was handled and dismissed. To say that an individual match listed in the exact same manner on the ATP side as the WTA side was actually for the entire event just seems beyond absurd. How could you have an entire event line posted without the sides comprising it both posted, especially when both sides are listed as individual matches on their corresponding gender tabs?

[User01132015]

please change your name

i thought at first you were heritage insider guy

just my opinion

I am not familiar with this person. Are you allowed to change usernames easily?

[Optional]

It would be strange for Heritage to be dismissive unless they were sure about their call.

It sounds like the section it was listed under was your main complaint, but from the bet slip you posted that does not excuse you for making what looks like an obvious bet on the tie result to me?

Anyway, you may as well submit a complaint form and we can at very least see what their forum rep "Heritage Insider" thinks about it. http://www.sportsbookreview.com/sportsbook-complaint/

[Optional]

I am not familiar with this person. Are you allowed to change usernames easily?

email help@sportsbookreview.com to request a name change.

[Heritage Insider]

With all due respect, anyone that has had any interaction with Heritage will attest that we take any issues brought to our attention very seriously. We review and analyze each case and will always use good judgement and common sense in ruling.

The decision was clearly explained to you and the bet was clearly labeled. Of your bet history, a high % is on tennis. From your post and number of tennis bets, it would indicate that you would have some knowledge as to what you were wagering. This wasn't a first and only tennis wager.

I am out of the office and will return tomorrow if you would like a further clarification.

Insider!

[DARKBAY]

With all due respect ...Heritage Insider you suck....that was no way to treat someone with a claim.

[bobtoma]

How can that poster use Heritagehelp looks like they work for Heritage ?

[sheepgotwool]

everybody loves heritage

[evo34]

With all due respect, anyone that has had any interaction with Heritage will attest that we take any issues brought to our attention very seriously. We review and analyze each case and will always use good judgement and common sense in ruling.

The decision was clearly explained to you and the bet was clearly labeled. Of your bet history, a high % is on tennis. From your post and number of tennis bets, it would indicate that you would have some knowledge as to what you were wagering. This wasn't a first and only tennis wager.

I am out of the office and will return tomorrow if you would like a further clarification.

Insider!

What a douche.

[shopp]

I got thrown out for challenging a rule change on their get out if bet halftime promo that others agreed was misleading. Don't agree they always use good judgement and common sense. They used to be very customer friendly but make no mistake that changed several years ago.

[BigDaddy]

I got thrown out for challenging a rule change on their get out if bet halftime promo that others agreed was misleading. Don't agree they always use good judgement and common sense. They used to be very customer friendly but make no mistake that changed several years ago.

what rule change?

[Stockdale]

With all due respect, anyone that has had any interaction with Heritage will attest that we take any issues brought to our attention very seriously. We review and analyze each case and will always use good judgement and common sense in ruling.

The decision was clearly explained to you and the bet was clearly labeled. Of your bet history, a high % is on tennis. From your post and number of tennis bets, it would indicate that you would have some knowledge as to what you were wagering. This wasn't a first and only tennis wager.

I am out of the office and will return tomorrow if you would like a further clarification.

Insider!

Lol. Bye bye heritage account

[Dr. Fager]

Regardless of who's right here, Heritage Insiders response is not one which would be expected from an industry leader such as Heritage. Customer service is one of the important facets when considering a book's reputation. If the above reply is indicative of their overall attitude then yes C.S. has become less customer friendly. Obviously the OP is not satisfied with the explanation given to him iniitally and with legitimate reason. Is it that much of an inconvenience for someone in authority to give this guy the satisfaction of reiterating his position to you without the arrogance?

[User01132015]

With all due respect, anyone that has had any interaction with Heritage will attest that we take any issues brought to our attention very seriously. We review and analyze each case and will always use good judgement and common sense in ruling.

The decision was clearly explained to you and the bet was clearly labeled. Of your bet history, a high % is on tennis. From your post and number of tennis bets, it would indicate that you would have some knowledge as to what you were wagering. This wasn't a first and only tennis wager.

I am out of the office and will return tomorrow if you would like a further clarification.

Insider!

This is what I've been dealing with over there. How is a line labeled "ATP match betting/individual money line game, Team to win ATP Hopman Cup Match USA vs Poland" NOT assumed to be betting on the USA player vs the Polish player on the ATP side of things??

You are right. A high % of my bets are on tennis, particularly when tennis is in either Europe or Asia (degenerate fix, what can I say?). As someone who wagers a fair amount on tennis, this was clearly a bet on the men's match in the tie. Every time that you offer odds on an entire tie, it is listed as a future/prop under your generalized tennis tab. This match was listed like every other singles match that you have on there (including the women's singles side of the tie), and your support rep even admitted to it on the phone. You even had the match disclaimer on there, and your support rep later stated that you were supposed to have both singles matches up and made a mistake. This would be like betting a Ryder Cup individual match and being told that you lost because your player's side didn't win the entire tie, or betting Oregon over FSU on the NCAAF games tab but later being told that the game listed as an individual NCAA game doesn't count because Oregon didn't go on to win the national championship.

I don't know what is more frustrating: The fact that you would openly cheat a pretty desirable whale over $3K, or the fact that your customer service would be so rude and dismissive in doing so.

Again, I am the furthest thing from a whiner and more than readily accept my losses like a man (I haven't made a withdrawal from ANYWHERE in over two years, with well over 50 aggregate deposits spread out online in 2014-2015). You and/or Heritage owe me a massive apology and a regrade on this one.

[User01132015]

It would be strange for Heritage to be dismissive unless they were sure about their call.

It sounds like the section it was listed under was your main complaint, but from the bet slip you posted that does not excuse you for making what looks like an obvious bet on the tie result to me?

Anyway, you may as well submit a complaint form and we can at very least see what their forum rep "Heritage Insider" thinks about it. http://www.sportsbookreview.com/sportsbook-complaint/

Thank you for your responses, Optional. Perhaps you can see that this is not so strange anymore based upon both their rudeness in this thread and what was described in the other thread about them when their site when down. There are several posts about them starting to act like this on C*****.com now as well. Here was just one of several posts in the thread just a few below this one that was also expressing surprise in just how hostile that they are treating the very customers that have been supporting them:

Mobile site and phone line was down for a couple hrs between 1:45 and 3:30 yesterday. I was pissed too cause I was out and about yesterday. Never got a response to a couple emails either regarding it. Was rudely told I should know the other phone number or check the website for it. Well how the hell am I supposed to check for the other number when it won't let me access the site from my phone either. Bunch of donkeys. Gabe is a horribly rude supervisor as well. I've never had any issues with Heritage over the numerous years I have been with them but lately it seems they have gone downhill customer service wise.

I don't know what is going on over there, but I really hope that they'll take a hard look at themselves and try to go back to acting towards customers in the way that got them built up in the first place.

[relaaxx]

You are right. A high % of my bets are on tennis, particularly when tennis is in either Europe or Asia (degenerate fix, what can I say?). As someone who wagers a fair amount on tennis, this was clearly a bet on the men's match in the tie. Every time that you offer odds on an entire tie, it is listed as a future/prop under your generalized tennis tab. This match was listed like every other singles match that you have on there (including the women's singles side of the tie), and your support rep even admitted to it on the phone. You even had the match disclaimer on there, and your support rep later stated that you were supposed to have both singles matches up and made a mistake. This would be like betting a Ryder Cup individual match and being told that you lost because your player's side didn't win the entire tie, or betting Oregon over FSU on the NCAAF games tab but later being told that the game listed as an individual NCAA game doesn't count because Oregon didn't go on to win the national championship.


this explanation makes me think this should be looked at again. if he is not right an explanation of why from management or someone here at SBR might satisfy the op. considering his loses he is no whiner. and is probably right. i'm sure heritage insider will take another look. good luck heritagehelp

[cloverfield]

The decision was clearly explained to you and the bet was clearly labeled. Of your bet history, a high % is on tennis. From your post and number of tennis bets, it would indicate that you would have some knowledge as to what you were wagering. This wasn't a first and only tennis wager.

I am out of the office and will return tomorrow if you would like a further clarification.

Insider!

I think the problem here is that usually tennis wagers are based on Player A vs Player B.

He can have 200 tennis wagers but how many wagers does he have based on this type of country vs country tournament?

It's not unreasonable in this circumstance that he thought he was taking Player A from (Country) vs Player B from (Country) and be confident enough that he didn't inquire about it. This is a tough one for both sides because I don't think it was done on purpose from what we've heard.

[jeffy777]

Glad to see that there are others out there that are seeing this change in Heritage customer service. I as well have been a long time customer that wagers a good amount of money with them and have had two instances recently where customer service has been dismissive and a tone of arrogance. Every other experience I have had with them up until recently has been enjoyable.

[stefan084]

Glad to see that there are others out there that are seeing this change in Heritage customer service. I as well have been a long time customer that wagers a good amount of money with them and have had two instances recently where customer service has been dismissive and a tone of arrogance. Every other experience I have had with them up until recently has been enjoyable.

yes I've just had the same issue w/ bad cs. I've had an account there but never put any money in it as I wanted to see what kind of bets/lines etc. they closed my account and the rep says "we're not a line service", just acting like a dick. does anyone know if they have any unique bets etc for nba

[User01132015]

Hi All,

I had a very nice conversation with Mike (the GM at Heritage) this afternoon over the lunch hour, and was very thankful for his time. In short, we agreed to disagree over the bet and he ultimately graded the bet as no-action.

Two other things that I'll give to Mike are that he is very passionate about maintaining the reputation of both his name and that of Heritage (I take my reputation as being honorable very seriously as well), and that he is very big into having his employees' back (perhaps even to a fault, although I sure would have liked some bosses like him growing up).

I apologized to Mike for the "cheating" remark, and expressed that this was largely made out of frustration after having been blown off three times on what I thought was a certain win without the courtesy of any explanation. For his part, Mike explained how HeritageInsider's post might have come to be, and welcomed me to call him directly in the future if anything like this ever arises again as he was out when this wager was placed. I hope not to ever take him up on this, as I'll likely just skip betting next year's Hopman Cup matches .

[relaaxx]

good to hear -

[User01132015]

I think the problem here is that usually tennis wagers are based on Player A vs Player B.

He can have 200 tennis wagers but how many wagers does he have based on this type of country vs country tournament?

It's not unreasonable in this circumstance that he thought he was taking Player A from (Country) vs Player B from (Country) and be confident enough that he didn't inquire about it. This is a tough one for both sides because I don't think it was done on purpose from what we've heard.

This is exactly right. In fact, I can remember losing a doubles bet on Pinnacle in a Davis Cup match one year, as I simply bet "USA" and was stuck with them for a loss after one of the Bryan Brothers pulled out and was replaced by Mardy Fish. Maybe I should have claimed it as a win since the USA win on to win the ultimate tie (kidding, of course!).

Heritage Insider's initial post came off very standoffish, particularly given the fact that the Hopman Cup is a unique format that blends an ATP and WTA match and that I was betting the lone ATP match as labeled in both the tab and description. Everyone has bad days, however, and hopefully this was just a matter of quick typing before leaving and not realizing how it might come off (and I'm sure I've been misinterpreted plenty of times online as well). I still think that this was a pretty clear cut win on the ATP side of the tie as stated in both the wager and the tab, but it was very nice just to get the ear of someone at Heritage for a few minutes (particularly the GM). If Isner was -150 or lower I would probably pursue it further, but at this point I owe all of you a huge thanks for just helping to get this looked at further at

[sheepgotwool]

Heritage A+

[cloverfield]

Hi All,

I had a very nice conversation with Mike (the GM at Heritage) this afternoon over the lunch hour, and was very thankful for his time. In short, we agreed to disagree over the bet and he ultimately graded the bet as no-action.

Mike as well as Insider can't be beat for customer service. It's understandable when issues arise out of these unique matchups for different sports. Glad you got it worked out amicably.

[bobtoma]

Heritage is better than 5 dimes

[capone1899]

Heritage A+

A+ pricks that is.

The OP was treated like shit by customer service, then heritage insider make a dismissive, douche post, and they only decided to grade his bet as no action after they realized how bad they looked in this thread.

People complaining about Heritage customer service has been a regular occurrence over the past couple years.

[shopp]

what rule change?

When they had the get out of bet halftime for 2 games. The rules that I read early in the week indicated that both games could be cancelled. They then clarified rules that I didn't see and only let me cancel one and I got beat for $250 on something that was supposed to be a net giveaway to the players.

Historically they would done something for me. Had been playing there religiously since aroind 1998. Things have changed.