[matty1]

Edit by SBR: There was a change of platform providers on October 23rd. BetRegal expected to receive all player data from the previous provider. Unfortunately, some data was not transferred and they tell us that they have been vigorously trying to obtain all information from the previous provider. They are committed to resolving this issue and as soon as they have further details they will have client services department contact you.


Betregal migrated platforms on the 23rd October.

I placed two doubles on the 22nd.The second part was not due to be settled to the 23rd
As they failed to carry over the bet history these winning bets failed to be credited.
Fortunately I photographed these bets on the 22nd and have since supplied Betregal with the jpeg.

Every week I contact livechat and every week I am told that "the issue has been escalated" or that they are waiting to hear back.
For 55 days!

They owe me 401GBP

[Optional]

If you would like to submit a sportsbook complaint form SBR may be able reach out to them for you.

[matty1]

I tried a week or two ago and the form was not accepted.
I then wrote to Help@sportsbookreview without reply.

Just tried again in Chrome and Explorer and the form appears unusable

[Optional]

I tried a week or two ago and the form was not accepted.
I then wrote to Help@sportsbookreview without reply.

Just tried again in Chrome and Explorer and the form appears unusable

There is a CAPCHA tick box just above the submit button.

If you can't see that would you please try turning off any ad blockers and reloading the page?

[matty1]

Hi,
Still unusable but nothing to do with captcha.
Is it possible to email help with all the details requested on the form?

Thanks

[Optional]

Does that mean you see the CAPTCHA and are ticking it?

Yes you can email help@ but the form will be more efficient.

And I'd like to try and work out where the problem lies if you have the time to help at all.

[matty1]

I have a screenshot of it to attach.
Where do I send it?

[matty1]

Screenshot of the complaint form problem

[matty1]

Am now able to fill in the form but the submit does not work.
I read about someone with the same problem a few weeks ago

[shari91]

Hi Matty - Send through all of the details asked for on the form to forum@sportsbookreview.com and when I see it come through I'll forward it to the Complaints team if one of them don't see it first

[JoeCool20]

[shari91]

Thanks Matty. I've seen your email and passed it on

[Nilsli]

Last month their affiliate platform was migrated to IA. It seems OK now but it seems to take some time to transfer old customers to the new software.

[matty1]

I haven't had an e mail from Betregal since I first posted nor SBR for that matter.
I have supplied them with a photo of the missing bets

[matty1]

BetRegal

Upgraded from C+ to B

[SBR Forum]

I tried a week or two ago and the form was not accepted.
I then wrote to Help@sportsbookreview without reply.

Just tried again in Chrome and Explorer and the form appears unusable

We haven't had any issues w/ the complaint form. We'll reach out to your registered email. We've been in contact with BetRegal on this post and they understood this situation to have since been resolved (some customer info didn't get transferred properly) but they're happy to look at your situation but need your account details.

[matty1]

They know my customer details!
I have had 5-10 live chats with them
I have supplied them with a photo of the missing bets.

They have lied to you.On around 10 occasions they have told me that they have escalated the issue.
I can supply you with every live chat/e mail if you like.

[matty1]

Thanks Lou

[SBR Forum]

They know my customer details!
I have had 5-10 live chats with them
I have supplied them with a photo of the missing bets.

They have lied to you.On around 10 occasions they have told me that they have escalated the issue.
I can supply you with every live chat/e mail if you like.

We've located your account username and asked management to review. Data transfers sometimes don't go off without a hitch, they'll sort this out for you.

[matty1]

Edit by SBR: There was a change of platform providers on October 23rd. BetRegal expected to receive all player data from the previous provider. Unfortunately, some data was not transferred and they tell us that they have been vigorously trying to obtain all information from the previous provider. They are committed to resolving this issue and as soon as they have further details they will have client services department contact you.


---
Why should it take your intervention for them to credit my bets?

They are a B rated bookmaker after all

[matty1]

I have supplied them with a mobile phone taken photograph of my computer screen taken on the day of the migration.
It clearly shows the two bets.
As Betregal have told me that I am the ONLY person with this problem they should be able to manually credit the funds.

After 10 weeks vigorously trying to obtain all information wouldn't this be the solution

[matty1]

What makes them think that they will receive this data?

Why hasn't it been handed over?
Please ask them as they don't reply to my questions with any more than that "the issue has been escalated"


Is there a time limit on this search?

[matty1]

The funds have been credited to my account.

Many thanks SBR

[Optional]

The funds have been credited to my account.

Many thanks SBR

Good news. Thanks for updating the thread