BookMaker Customer Service

[TheDawg3]

I wanted to voice my displeasure with the customer service I have received at Bookmaker. I have played here for quite some time and have stepped up the frequency and amount of wagers in the past two years. Last night I was told that in my career, I was down over $116k. In the past 12 months I had wagered well over $1 million in both the sports book and the casino.
I have reached out to the customer service now several times, beginning with an email on December 10th. Nothing, not one response. I have asked about their bonus procedures with deposits, have asked about free plays to show appreciation for my play. Nothing back, no response at all. I reached out to live support last night and here is the full transcript. Terribly disappointing with the customer service they provide:


Info: Thank you for choosing to chat with us. An agent will be with you shortly.
Info: You are now chatting with Jordan.
Info:
Jordan: Welcome to our Live Chat Department. My name is Jordan. How may I be of assistance?
You: hello Jordan. I was going over my lifetime win losses at your site and I am down $116k.
You: That is a shitload of money. I deposit day after day. Lose money most of the time to begin with on the deposit because of the cost to purchase bitcoin
You: I am an extremely consistent customer. Have played here for a long ass time. I was extremely disappointed I didn't receive a Christmas bonus from you. I got a free $100 paylay from a site I have never played at. Is there anything you can do for me
Jordan: My apologies, if you mean like freeplay or similar, there's none available to offer at the moment. Only the regular bonuses.
You: so you're telling me I lose $116k with you betting sports and there isn't something you can come up with as a Christmas bonus
Jordan: Well, we don't have Christmas bonuses at all on our site, is not related to you or your account, is simply not something we have or offer.
You: if I go to Vegas and played $116k in sports betting, which I have.. I am offered a free suite every time I go. Free drinks, free dinner. They want me and my business every time I come to Vegas. I know you guys are a large operation but if you lose a $100k customer that is going to hurt. that is probably your salary and another two or three of your customer service operations combined
Jordan: There's no freeplay available to offer at the moment. Only the regular bonuses.
You: who is your boss
You: obviously you're just some operator and low man on the totem pole working the graveyard shift
You: who handles the VIP accounts? Who is the VIP account manager?
Jordan: There's no Vip department, all customers are handled by Customer Service. Also, you're not a Diamond account, so Vip services don't apply. The answer given regarding the freeplay is not a personal answer, there's NO freeplay available for your account. simple as that. Whoeevr you speak with will tell you the same.
You: how do you get to Diamond?? what am i regarded as?
Jordan: HERE is all the information regarding the Reward Program. You are currently at Platinum.
Jordan: Anything else you'd like to know?
You: how many betpoints have i earned in the last 12 months
Jordan: 600k, the system moved you up upon reviewal so you have even better bonuses available now for you to use.
You: hahahahah so yout
You: hahah so you're talking shit saying i'm only a platinum member and don't deserve VIP service when I in fact doubled the requirement to get to Diamond
Jordan: There's no Vip services, as explained before, you were moved to Diamond status which means you have better bonuses. Still, you'll be assisted by the same department.\
You: why wasn't i moved up earlier when I hit 300k
You: it just occurred that I had more than doubled the requirement to jump to Diamond
Jordan: We review the amount upon your request and determine if you qualify to move up or not.
You: you said also I am not a Diamond account, so VIP services don't apply.... but I am a Diamond account after further review so
Jordan: Again, there's no Vip departmen/services anymore. Still, you'll be assisted by the same department.
Jordan: Now you have better bonuses though, for your next qualifying deposits.
Jordan: Welcome to Diamond.
You: i don't have better bonuses.. it's still 25% which is what I was getting anyways
You: you just told me I am only platinum so VIP services didnt apply to my account
You: now you say you dont have VIP services anymore.. when did that end?? the last 10 minutes
Jordan: I told you Vip didn't exist anymore since the beginning, thenI mentioned you would apply anyway due to your status, now you are a Diamond with Diamond bonuses available
You: Also, you're not a Diamond account, so Vip services don't apply
You: copy and pasted from your statement earlier
Jordan: There's no Vip department, all customers are handled by Customer Service. Also, you're not a Diamond account, so Vip services don't apply.
Jordan: Any other doubt you need clarified?
You: no VIP deparment... is different from VIP services
You: and I am a Diamond account so get your shit straight
Jordan: Vip services came from Vip department, there's none anymore. I don't know how it could be clearer.
You: so instead we are betting over $600k a year and have to deal with morons
You: why'd they get away from VIP services
Jordan: Management decision.
Jordan: Do you require further assistance with your account?
You: who is the head of management?
You: I would like to reach out and discuss my displeasures with the customer service
You: being extremely rude and acting like my DIAMOND account isn't worthy of your time
Jordan: We don't disclose the name for upper management, you can talk to a supervisor to share your opinions if you'd like.
You: how would I reach out to Mickey?
Jordan: You can talk to a supervisor to share your opinions if you'd like.
You: obviously supervisors don't do shit. I want someone who has some power
Jordan: Our supervisors are the highest-level representatives you'll get to talk to.
You: who is the highest?
You: who is the top person that I would be able to reach out to
Jordan: I ust answered that.
Jordan: Our supervisors are the highest-level representatives you'll get to talk to.
Jordan: Any supervisor on duty at the time.
You: when does JAVIER work
Jordan: The supervisor on duty has reqeusted to speak to you directly, just a moment.
Info: Please wait while your chat is transferred to Jeff.
Info: You are now chatting with Jeff.
Info:
Jeff: Good morning.
You: hello Jeff
Jeff: Sir when you make a qualifying deposit you have the right to request extra money which is called bonus.
You: oh is that what a bonus is??
Jeff: The fact you spend money doesn't mean we are obligated to give you extra money when you ask for it.
Jeff: This is a business, we can't be giving money away to our players, we would be out of business already.
You: you guys are a sportsbook/ casino...
You: if I go to Vegas, which I do often.. I will get a free suite, free dinners, free drinks because they want to make sure I am coming back to their casino and sportsbook
You: what makes me want to come back and play here when I get shitty customer service? every representative I speak with has an attitude and is very unpleasant to work with
Jeff: We are not las Vegas with all due respect sir.
Jeff: That's amazing if you get all that.
Jeff: Doesn't mean we will give you the same.
Jeff: You are free to make deposits and get a bonus if you would like to,
You: you guys are one of the top sportsbook/ casinos in the world
Jeff: Yes we are.
Jeff: We all know that.
Jeff: Does that mean we will give money away to all players?
Jeff: No right.
Jeff: If you want to get all that for free just go to Las Vegas.
You: I get Christmas bonuses from sportsbook and casinos that I have never played at.. I lose over $100 grand to you and I don't even get a Merry Christmas, thanks for playin
Jeff: That's irrelevant.
Jeff: We are not those books you are referring to.
Jeff: I told you what you can do in out book.
Jeff: In our book.*
You: I get you can't give away money to all players.. I'm a Diamond account. I have played over a million dollars in bets and in the casino in the past 12 months.. there's a difference between a player who makes a couple hundred in bets in a year
Jeff: We can always check your account to determine if there's anything we can give you.
Jeff: As of right now there are not non deposit bonus codes available.
Jeff: Nothing we can do.
You: I have asked you guys to check my account for the last 2 years and there is never anything you can do
Jeff: Correct nothing we can do.
You: i was betting $10k a game in July and was told I wasn't eligible for a bonus
You: what possibly could I do to earn an outside bonus from you guys lol
You: i'm not asking for some spectacular bonus... a hundred here or a hundred there. free play would go a long way in showing your appreciation for my business
Jeff: Sir we have been in this chat for certain time now, and we have been clear enough about this.
You: i had a buddy who played at your site for one month. deposited $400 and came back like 2 months later and asked for a freeplay and was given $100. I deposit and deposit, lose and lose and lose... ask for a freeplay and nothing
You: sir please address my concerns
You: i am making $10k bets and being told I am not worthy of a bonus... what makes someone get a bonus?
Jeff: Sir we have been in this chat for certain time now, and we have been clear enough about this. If you don't have anything else besides this that I can help you with I will close the chat, you have bonuses on top of your qualifying deposits and on top of that we give you the option to redeem points which give you cash no rollover.
Jeff: So let me know right now if there's anything else besides this that I can help you with.
Jeff: Let me know please.
Jeff: I am about to close this chat.
You: yes i am asking you questions... can you please address those issues
You: thats what i want to know
You: how do i earn a bonus here after being told betting $10k a bonus isn't worth it
Jeff: Clear enough with my answers already.
Jeff: You have a good day and happy new year sir.
Info: Thank you for chatting with us.



Info: Thank you for choosing to chat with us. An agent will be with you shortly.
Info: You are now chatting with Grettel.
Info:
You: hi can I speak with Jeff please
Grettel: Welcome to our Live Chat Department. My name is Grettel. How may I be of assistance?
Info: Please wait while your chat is transferred to Jeff.
Info: You are now chatting with Jeff.
Info:
You: hello Jeff. who is your boss?
Jeff: That's irrelevant.
Jeff: Do you need assistance with your account?
You: no it's not at all.. I would like to submit a complaint
You: who is your superior
Jeff:
That's irrelevant.
Jeff:
Do you need assistance with your account?
Jeff: Believe me, I am about to close your account,
You: I WOULD LIKE TO SUBMIT A COMPLAINT
Jeff: You are becoming very annoying .
Jeff: I will have to block you from the chat and close your account.
You: I want to submit a complaint
You: how do I go about doing that?
You: I'm not asking about bonuses
You: I would like to submit a complaint. please help me with that
Jeff: Alright you asked for it.
Info: Thank you for chatting with us.

[Ant23]

Dang!!!!!

[DwightShrute]

Get some help Dawg. Seriously. Go see someone before you embarrass yourself further.

[hustledouble]

in my career, I was down over $116k.

So stop

[milwaukee mike]

wow this is unreal

here's how my chat with bookmaker went today

me: i'm down over 20k in the past couple months, and a ton for the year, any chance i can get bonus or betpoints reinstated?
bm: no
me: ok thanks anyway

[Living The Dream]

Wtf... you want free shit, dont you get a lot of free cash off betpoints with the amount of bets you are making?? As much as you are losing I hope you are filthy rich or seeking help.. I am guessing that you arent rich begging for a $100 free play.

Please get help.. I hate to watch someone disintegrate in front of our eyes and it sounds like you are one bad decision away from blowinh3your brains out..

[milwaukee mike]

Wtf... you want free shit, dont you get a lot of free cash off betpoints with the amount of bets you are making?? As much as you are losing I hope you are filthy rich or seeking help.. I am guessing that you arent rich begging for a $100 free play.

Please get help.. I hate to watch someone disintegrate in front of our eyes and it sounds like you are one bad decision away from blowinh3your brains out..

exactly

most players at bookmaker that are betting that kind of money are getting NO BONUSES and NO BETPOINTS

[sheedy17]

could never imagine what it would be like to lose over 116K and spend a million in a year or whatever you claim, I don't see that kind of money, but and I mean I don't want to sound mean or anything but why the entitlement? They provide you a service and you keep going back for more and more and now you just want a freebie because of your spending.. if anything, you should get help, not ask for handouts

Gambling is a terrible, thing, ive had my losses but if I get to ur point I am done

[TheDawg3]

The purpose of this post isn’t about the money I’ve lost or a $100 free play lol. It’s about the customer service provided. I sent an email on December 10th addressing some of my concerns and have yet to receive a response. I would think that with the amount of money I am putting into action in a 12 month span that the least they could do is address my concerns. But absolutely no response, that is just mind boggling.
I understand they are running a business and are out to make money, but taking care of their customers should be #1 or they will have no customers to take money from.

[milwaukee mike]

The purpose of this post isn’t about the money I’ve lost or a $100 free play lol. It’s about the customer service provided. I sent an email on December 10th addressing some of my concerns and have yet to receive a response. I would think that with the amount of money I am putting into action in a 12 month span that the least they could do is address my concerns. But absolutely no response, that is just mind boggling.
I understand they are running a business and are out to make money, but taking care of their customers should be #1 or they will have no customers to take money from.

totally agree with that, customer service could be better at pretty much every sportsbook

[sheedy17]

totally agree with that, customer service could be better at pretty much every sportsbook

They don't care though,there is millions of dollars being spent and for everyone they lose,2 or 3 more sign up.... OP if you spend so much there stop betting, that is where it will hurt them most and maybe you will be heard

[icon]

totally agree with that, customer service could be better at pretty much every sportsbook

Thats because as Americans you are used to better customer service at home. Customer service in 3rd world countries and especially Latin American companies is piss poor compared to the US standard. They don't even understand the concept, no use complaining, its just the way it is.

[milwaukee mike]

Thats because as Americans you are used to better customer service at home. Customer service in 3rd world countries and especially Latin American companies is piss poor compared to the US standard. They don't even understand the concept, no use complaining, its just the way it is.

good point

[2ndchance]

I get what your saying if you spend ALOT of money and you seem to lose it books should offer a little something. It is annoying when you get these books you don’t play with much throwing you freeplays and I am talking about that ones that actually pay you out but you can’t get any respect from the book you play at the most. I would Leave plenty of books that would appreciate your shitload of business. They well send you a 100% match are a freeplay in a couple months that’s what happens.

[TheDawg3]

Thank you for understanding and sorry for not clarifying my point with the initial post. Its just frustrating when I’m shoveling so much money into my account and feeling under appreciated. There was a time a few weeks ago that I was told that they didn’t have time for me. I was shocked. I included that part of the chat in the email that was sent December 10th. Just super frustrating.

I’ve never played with another site but that’s maybe what I need to look into. Any recommendations of US sites that pay out and will appreciate my play?

[2ndchance]

Bookmaker to be honest has always been good to me they never throw me freeplays but they do send me 100% matches once in a while which is nice. One thing in your case though as I do understand where your coming from they are not going to give you nothing when you can cash in your betpoints even though that’s not the point. Bovada is a good book but same thing with them but lately they have been offering and actually threw me a freeplay. As for books that might appreciate your business gtbets has been good. It’s a rec book but still solid and you lose it’s seems like so they like that they will offer you stuff all the time and always pay out from what I can tell. Obviously if you win more then lose with them your not going to last long and no freebies lol.

[TheDawg3]

Haha that’s what blows my mind. Bookmaker has been an awesome site, they always pay. I feel secure with them, their customer service just frustrates the crap out of me. I’m trying to look at it from my point of view as a business owner and I make it a requirement to respond to all customer inquiries and complaints. Never would I just blow off a customer and not reply.
My biggest customers, I make it a priority to make them feel wanted and appreciated. I will send out gift cards, sporting event tickets, anything I can do to show my appreciation.

The whole point of me posting this here is to maybe get the attention of their management. My only thought is that my emails and complaints aren’t getting through to the right people and are getting blocked by their service staff.

[JaimeMiro]

Thank you for understanding and sorry for not clarifying my point with the initial post. Its just frustrating when I’m shoveling so much money into my account and feeling under appreciated. There was a time a few weeks ago that I was told that they didn’t have time for me. I was shocked. I included that part of the chat in the email that was sent December 10th. Just super frustrating.

I’ve never played with another site but that’s maybe what I need to look into. Any recommendations of US sites that pay out and will appreciate my play?

What you're looking for doesn't exist; they appreciate your losses, just don't have the time to baby you when you throw a tantrum... There are people with real issues who CS has to take care of.

[Crusherrr]

So they don't offer a christmas free play or bonus to everyone but you feel like you should be given one anyways. Then you belittle the customer service rep and were an all around jerk. You proved absolutely nothing other than you're a jerk.

[littlekona]

The purpose of this post isn’t about the money I’ve lost or a $100 free play lol. It’s about the customer service provided. I sent an email on December 10th addressing some of my concerns and have yet to receive a response. I would think that with the amount of money I am putting into action in a 12 month span that the least they could do is address my concerns. But absolutely no response, that is just mind boggling.
I understand they are running a business and are out to make money, but taking care of their customers should be #1 or they will have no customers to take money from.

Asking is perfectly legit...i do it with all my books and adw's even though i get rebates and perks already...where you went wrong is asking 1st level CS who are clueless...always ask to be escalated to management and you will get a favorable response many times

[Jared Brooks]

You acted like a spoiled child.

Asking is fine, as is lodging a complaint. Wasting everyone's time by asking the same question 10 times is not reasonable. Just because some Vegas casinos treat you that way doesn't mean another book has to give you special treatment.



I have some experience with the VIP Department thing. I've been with Bookmaker for years. I never knowingly took any bonuses at sign-up. The manager from the VIP Department who helped set up my account put me into "Diamond Status" for higher payout limits. Apparently I also automatically qualified for something called "the loyalty program" which allowed me to earn "Betpoints". I didn't even notice for the first 18 months and I racked up a bunch of Betpoints. Then months later a manager removed me from the loyalty program because I was winning too much. I was allowed to redeem the existing Betpoints for cash with no rollover.

Overall they've treated me quite well over the years with just a few hiccups and the only fiat sportsbook I've played with that can hold a candle to them for bigger players is Pinnacle.

[TheDawg3]

You’re right, I probably didn’t handle it the best way and I did throw a fit. It’s super frustrating, I’ve asked to speak to a manager. I’ve sent in emails regarding my complaints and have not gotten a response. Tomorrow will be 3 weeks.

That’s my whole point in posting here. Hopefully get the attention of management or something

[Mr. Teaser]

Can we get a mod to confirm there is no more VIP? I have heard conflicting reports on this.

[TheDawg3]

That’s a good question.. because initially the guy told me I wasn’t VIP status, then when he found out I was a Diamond member he back tracked and said there was no VIP

[hehfest]

They've been friendly on the phone lately. I wonder why? New management? Holiday cheer? They all get big bonuses or a cut from thedawg3's losses? LMAO.

[Jared Brooks]

Can we get a mod to confirm there is no more VIP? I have heard conflicting reports on this.

All I know is that VIP status still existed in January 2018 (almost two years ago). Customer support agent "Henry" wrote to me:

Henry: To keep an account in the VIP level you need to make 300,000 BetPoints within a 12 months period. If you failed to keep that level of betting -Has nothing to do with the amount of the wagers- then the system will lower the reward level


Looking back, I'm not sure if I was ever actually a "VIP". I definitely never had 300,000 Betpoints. I think I confused "Diamond" with "VIP".

[TheDawg3]

They've been friendly on the phone lately. I wonder why? New management? Holiday cheer? They all get big bonuses or a cut from thedawg3's losses? LMAO.

Hahahah hilarious my man

[infotimbo]

I’ve sent in emails regarding my complaints and have not gotten a response. Tomorrow will be 3 weeks.

I don't think they reply to e-mails at all.

[TheDawg3]

I don't think they reply to e-mails at all.

Yeah probably not. Was just doing what I was told to try and get in touch with someone regarding my displeasure

[Barrakuda]

This might be the best chat opener ever....still laughing.


hello Jordan. I was going over my lifetime win losses at your site and I am down $116k.
You: That is a shitload of money. I deposit day after day. Lose money most of the time to begin with on the deposit because of the cost to purchase bitcoin

[goduke]

All I know is that VIP status still existed in January 2018 (almost two years ago). Customer support agent "Henry" wrote to me:

Henry: To keep an account in the VIP level you need to make 300,000 BetPoints within a 12 months period. If you failed to keep that level of betting -Has nothing to do with the amount of the wagers- then the system will lower the reward level


Looking back, I'm not sure if I was ever actually a "VIP". I definitely never had 300,000 Betpoints. I think I confused "Diamond" with "VIP".

You don’t have to have 300k points to have vip service but they won’t tell you that. And vip is still around but they will say it’s not unless you are vip. And another thing if you piss off customer service they will write a note and you won’t be allowed vip service. And yes vip would have given you a free play if you had asked for it as long as you haven’t taken a cashout in 30 days but basic customer service will never give you a free play no matter what so there’s no point in asking. I’ve played for bookmaker a long time, there’s a lot of little tricks they like to do. At this point though you won’t get into vip for a long time because you handled the situation wrong and they’ll note your account. Next time ask the questions in here before ranting and people could have told you what to do

I just realized I bumped the wrong person but this applies to the OP

[TheDawg3]

Thanks Duke, I appreciate it

[TheDawg3]

So should I stop playing here? Is that the only way to make them feel the loss?

[Optional]

You: obviously you're just some operator and low man on the totem pole

Not too low to show self entitled rude people the door by the looks!

Good luck to you in finding a new book that is better.

The purpose of this post isn’t about the money I’ve lost or a $100 free play lol. It’s about the customer service provided.

totally agree with that, customer service could be better at pretty much every sportsbook

Seriously?

Which line the CS operator typed do you think is an example of the bad customer service here?



Or is the problem just that a first level CS operator explaining that they cant give a freeplay today is bad customer service?

[Optional]

So should I stop playing here? Is that the only way to make them feel the loss?

Have you got a choice?

Sounds like the supervisor closed your account from that chat.