bwin refuses to pay winning bet

[Soriano12]

I need your help with bwin.com:
Last week I bet on a German Baseball Bundesliga game at bwin.com. My bet was a "total runs scored" bet and I took over 12.5 runs in game 1 between Gauting and Heidenheim.
The game ended 3:10 (I was in attendance, therefore I know exactly how that game ended) and my bet should have won, but thanks to an input error at the website of the German Baseball Association a score of 10:2 was reported first and bwin graded the bet as lost.

But in the meantime the official website of the German Baseball Association (short: DBV) corrected their mistake and lists a final score of 3:10 as you can see at the links below.

Official results at official DBV-website:

http://www.baseball-softball.de/bundesliga/index.php?id=00000104

Official boxscore at DBV-website:

http://stats.baseball-softball.de/1bls/?y=10&f=box24_5

The official website of the Gauting Indians, one of the two teams playing in that game, also clearly states a final score of 10:3 (headline + linescore):

http://www.gauting-indians.de/index.php?PID=999

The official website of the Heidenheim Heidekoepfe also lists the score for game 1 at 3:10:

http://heidekoepfe.de/index.php?option=com_content&task=blogcategory&id=15&Itemid=59

If you follow this link ( http://heidekoepfe.de/index.php?opti...book&Itemid=67 ), there is also a post in their guestbook, which is replied to by their webmaster:
"Admin-Kommentar:
danke für den Hinweis. Im "DBV Ergebnisdienst" - Email-Verteiler war 2:10 angegeben. Da war wohl ein Tipfehler. Danke nochmals, ist korrigiert!"

If you translate this, this reply states:
"Comment by admin:
Thank you for the information. The "DBV-result-service" mailing list (it's an email list sent out by the German Baseball Association, which includes the weekend games' scores) stated a score of 2:10. This was a typing mistake. Thanks again, the mistake was corrected."
So actually their webadmin explains, that there was a typo which caused all that confusion about the final score being 2:10 or 3:10.

Finally Heidenheim tweets about their roadgames. If you follow http://twitter.com/Heidekoepfe you can see, that they also list a final score of 3:10 for game 1 @Gauting.

Because of all this I would kindly ask you to contact bwin on my behalf, so that they grade the wager as a win and credit my account accordingly because after contacting them several times because of this matter, bwin still refuses to credit me my winnings from this bet, although right now every source acutally lists the final score at 3:10 and especially with that admin comment at the Heidenheim website there should be no more confusion about the correct score.

Because of similar behaviour bwin already refused to cancel a wager because the whole discussion took longer than two weeks and after two weeks had passed, they insisted that their rules state, that all gradings of bets are final after a 14 day period.
Therefore I would greatly appreciate it, if sbr could help me in this case.

[Soriano12]

After exchanging several e-mail with bwin's customer support because of this matter, they told me in their last mail, that their decision is final, the bet will remain cancelled and there won't be any winnings credited to my account.
They also told me to stop contacting their customer support because of this matter.

In my opinion that kind of customer support ridiculous, especially since that reply was sent to me after I replied to them, that even their provided link http://www.gauting-indians.de/index.php?PID=999 , which they claim supports their point of view that the game ended 10:2, clearly shows a final score of 10:3 twice(!).
Maybe I'm wrong here, but in my opinion a discussion about grading a bet shouldn't be stalled by the customer support, when an obvious typo caused the misgrading and has been corrected by the according source in the meantime.
This kind of behaviour isn't even suitable for a C- book...

[Justin7]

Does Bwin state what site they use for grading?

This sounds like an easy dispute to resolve. File a complaint, I'll take care of it.

[Soriano12]

I already filed a complaint with sbr because of this earlier today.

First bwin listed these links, to support their decision to grade the bet as a lost wager:
http://www.baseball-softball.de/bund...000101&vClub=3 (this link shows a final score of 3:10)

http://www.gauting-indians.de/index.php?PID=999 (like already mentioned before, this link shows a result of 3:10 in the headline AND the linescore)

http://heidekoepfe.de/

So two of these links show the correct score of 3:10, only the 3rd and final link (heidekoepfe.de) is still a slight problem: Like stated before, the "scores" section of this website was corrected (see http://heidekoepfe.de/index.php?opti...d=15&Itemid=59 ).
The games' recap on the mainpage also states a 10:3 win in the text itself, but the webadmin didn't correct the linescore at the end of the recap yet and therefore this is the ONLY spot, where you can still find a score of 10:2.
But like you can also see at my posted link above to their guestbook ( http://heidekoepfe.de/index.php?opti...book&Itemid=67 ), their webadmin already verified that 10:2 was a typo and bwin still uses this as an excuse to cancel my ticket.

Thank you Justin for helping me with this.

[Soriano12]

One more thing, that might help with that http://heidekoepfe.de/ link:

In the text of the game's recap (written in German) the following sentence states a 10:3 win:
"und konnten letztlich einen ungefährdeten 10:3-Sieg einfahren."

On the right side, there is a twitter link ( http://twitter.com/heidekoepfe ), which lists the score at 10:3

1. "Gauting-Heideköpfe 3:10 (Endstand) 5:42 AM Apr 25th via Twitterrific"

And the navigation at the top has a slider called "scores" which also lists a final score of 10:3 ( http://heidekoepfe.de/index.php?opti...d=15&Itemid=59 )

[Soriano12]

In the meantime the ticket was graded back to a loss again... Don't know, what's so hard about reading their own sources...

[acarmelo1]

FuK Bwin

[Soriano12]

Meanwhile www.heidekoepfe.de corrected the error and now really every single source states 10:3 as the final score at every single spot of their website...
But bwin still refuses to grade the bet correctly and instead doesn't react to any mails sent

[acarmelo1]

can you give them a call or contact them via live chat?

[Soriano12]

BWIN doesn't offer a live chat and at this time (11pm central European time), their phone support is also not available.
But contacting them by phone resulted in the same answer: They told me, that they won't change their decision and the bet would remain cancelled. But they didn't even cancel the bet, right now the bet ist still graded as lost in my account, although every single source would tell bwin, that the game went over the line of 12.5....

That's actually what ticks me really off: If they suspended grading that bet earlier in the week, I would have understood their decision since 10:2 and 10:3 were out their as a final score. But back then, they insisted on my bet being lost. Now that all sources (including the links they sent me) have changed their mistake and put up the corrected result, they still have my bet graded as a loss and shut off any attempt to contact them by telling me to stop writing mails to their CS because their decision was final...
So what they are basically doing right now is telling me:
"Our bookmaker has decieded to make up a final score of 10:2 instead of the real result of 10:3 and thats the way we roll. So shut up and leave us alone...."
Great CS by bwin

[tachi]

you got what you deserved.

this bookmaker is a disastar for whole Europe.

I hope you won't be paid.

[Toit]

you got what you deserved.

this bookmaker is a disastar for whole Europe.

I hope you won't be paid.

Charming.

[althelegend]

I have found bwin to act fairly and I feel that they will apply the correct score in due course.

It does not help to get angry and abusive with them.

Justin will solve this problem in a satisfactory manner.

[Soriano12]

I have found bwin to act fairly and I feel that they will apply the correct score in due course.

It does not help to get angry and abusive with them.

Justin will solve this problem in a satisfactory manner.

I agree, after playing there for several years, I had to file one complaint at sbr, which resulted in bwin grading my bet correctly and crediting my account with the missing money within 2 days.
Other than that, I never had tu use the services of Justin or any other member of sbr and all mistakes were corrected rather quickly after contacting bwin CS and they always paid and the longest I had to wait for a withdrawal was 4 days (normally just 24hrs). So I don't want to bash them at all, since they always were a solid company to deal with.

This month I had a long discussion with them, after they changed their way of grading German baseball games (runline bets), which were ended by mercyrule (no change of their market rules, they just enforced a rule within their rules section, which they ignored for 1.5years).
Because of that 2 (winning) bets were cancelled and a losing bet wasn't cancelled because I complained after 3 weeks. Although I didn't agree with not changing the 3 week old bet, this was still covered by their rules, which state, that all graded bets are final after 14 days. So I had to accept that and since it was covered by their rules section, I don't really had a case there.

This case here is different and it's really unfortunate, how bwin is acting right now and that I was forced to use sbr, but I still think that overall bwin is a solid out and eventually they will do the right thing here again, after being contacted by Justin/sbr.

[Soriano12]

BWIN just sent me an e-mail and told me, that the bet (finally) has been graded as a win.

Thank you Justin for your help and although it was unfortunate that I had to go this route, BWIN in the end did the right thing and corrected their mistake.