Bet365 Live In-Play problem

[Nietzsche]

Hello,

I was following a game live in Bet365 tonight (no live stream tv, just score), between Alex Kuznetsov and Clement Reix. The match came to a final set tie-break. When Kuznetsov was leading 2-1 and with him to serve next 2 points (so he had a mini-break), I put a bet on him to win the match (at 1.36 odds). Then, shortly after, they corrected the scoreboard and instead of 2-1 up, Kuznetsov was 1-4 down. Kuznetsov lost the match, and I lost the bet. Bet was settled as LOST.

I contacted Live Chat, told them what happened, that I wouldnt have bet on Kuznetsov if he was down on the score (proven by the fact that I took on odds of 1.36) and that the bet should be void. They told me they will raise the issue to be reviewed and I will get an e-mail about it.

But I have the feeling that they will tell me that, although every effort is made to display accurate information they are not responsible for possible errors and is intended only as a guideline (actually they have this message at the bottom of the page in every live match you follow in their website).

But I had bets before in matches where there was an error in my favour and the bet was void or odds cut down.

I wonder how will they review this case and if anyone else was affected in this match or similar cases.

I like what asian bookies (Sbobet, 188bet, 12bet) usually do in these situations. Whenever they have displayed wrong information, you get a message like :ALL BETS FROM 2:45:03 TO 2:47:27 ON THE MATCH xxxxx ARE VOID. Sometimes you are pissed off if you won, but it is the fair solution.

I dont know yet what decision will Bet365 take. I let you know when I get an answer.

[drpepperrr]

I had this a couple of times. They always insist they are not responsible for erros etc. But I came up with the same they always come up with ---> The odds. They were obviously wrong at that time you have placed the bet when the score was not right. I always got the bet void after this. Just insist that the odds were wrong and you will get an answer like "as a gesture of godwill we will void your bet".

Good luck

[snoopol]

Just tell them that you will concat IBAS (you can find the link at the bottom of the page). You have a case they will shit their pants and refund yuor stake. Had it been other way around, let's say you placed a bet on the other dude at odds around 2.9 ish since Kuznetsov was at 1.36 thye would have either voided yuor bet or paid it out at what they would say should be a correct price.

So like Dr Pepper said even though they have that note at the bottom of the page that sort of covers their ass in those situations since the score was wrong also odds were incorrect.

But a good advice. Next time don't bet in play on the event that you are actually not watching.

[air90]

livechat usually don't solve this kind of problem. The last time I had the similar problem, i had a very hard time talking with the livechat agent, they simply don't understand the situation there

[Nietzsche]

Hello,

Thank you for all your replies. Today I heard nothing from Bet365, so I e-mailed customer support this morning. No reply either. I then contacted live chat again this afternoon and they told me they were still reviewing the issue and hopefully they would contact me later today. Still no news.

Do you think they are really looking into it, or they are just ignoring me?

Should I wait a bit more or should I report this incident? I cant understand that when the error is in their favour usually they have it fixed within 10 minutes, but when the error is against them it takes so long?

It shouldnt be that difficult. Whoever was updating that match in Bet365 he knows he made a mistake, so all they have to do is ask him.

Do you think this delay is genuine? Is there an urgency in reporting issues like these? I mean if I waited too long SBR or IBAS may tell me this problem has expired?

[sharlataans]

I guess they have hundreds of issues like this every day. There are a lot of errors in fast paced sports like tennis, table tennis, basketball. I am not sure if they would void such bets though.

[Nietzsche]

It is almost 3 full days now since that bet, and although I have contacted them 3 times by Live Chat and once by e-mail, they always keep telling me that they are still reviewing the bet.

I think they are just ignoring me. I know they say in their website they are not liable for errors, but I think this is not fair play. The score and the odds were wrong and misleading. I think fairplay should have a common ground rule among all bookies and its that in case of obvious errors bets should be void, win or loose (like asian bookies I played with do)

If there is anyone from SBR reading this, could you tell me please should I send a SBR complain form, or am I wasting my time?

Thank you

[brankica023]

Man sorry but unfortunally you ll not get nothing from them.
Go on any live bet match and scroll down on the end of their lines in play and you have written:
Important note on information displayed and transmission delays.
open and read what is written there.
I know this sucks because if you play at opposite odds 3.0 and win they ll probably wager your bet as winning but with correct odds.
You ll never beat them.

[Nietzsche]

5 days have past since I placed that bet, and no reply from Bet365. Everytime I contacted customer support, they told me the bet was still being reviewed, and they could assure me that they treat all customer queries very seriously.

As I still want to keep my Bet365 account open, I think I will abandon the case. I fear if I go any further, I may get my money back but my account closed as well. So all I have left to do is bend over and...

But as a warning be very careful with live betting in most bookies, because from what I read in other posts if there are any errors against them, they will void the bet. But if the error is in their favour, they will take all your money. They say in their terms that they will review the bet and pay at the corrected odds, but the fact is that in my case they didnt even bother settling the bet at correct odds. Im my account history the bet still reads Lost 1.36 odds (those were incorrect odds, as score was wrong). So they didnt care, once they had the money, they take a good laugh at their TC.

Fair Play 0/10
Customer Service 0/10

[dikefale]

All the time this thing happen because its live bet. Few times i won like this,few times lost and all the time thet settle bet accordingly. I see no problem here.

[filipinho]

You should find somewhere official report of points movement in that tie-break.That was the last set and if Kuznetsov wasnt leading 1-0, or 2-1, odds never should been so low.Then you have hard evidence of mistake.But good luck with finding that challenger report...

[gti175]

pick up the phone and call, live chat and emails are a waste of time with them..

[Nietzsche]

Hello,

Great news. Finally today I got a response from Bet365. Bet has been voided, and the money is already in my account.

Thank you Bet365 for what I consider it was the fair play solution.

Bet365 gets top marks again from me.

Fair Play 10/10
Customer Service 10/10 (it was slow and a discouraging silence, but maybe it was a difficult case)

[sharlataans]

Congratulations! I never thought this case could be resolved in your favour.

[tommygun]

congrats.

[kostasgr]

Good news,but i can tell you that at one similar situation when Benfica was leading 3-1 and the odds because of an error was at 1.55,they fixed the correct odd of 1.1 instead of 1.55 in half an hour after the event had finished.Why 5 days here ,honored B365"?

[Nietzsche]

I know it was a long wait with no reply at all. But lets also be fair to Bet365. We see in this forum loads of complains about bad bookies taking weeks to pay out winnings, cheating customers with their lines,...so to wait 5 days for a fair positive outcome is something we all would be happy to accept from many bookies.

I had to contact them a few times through Live Chat and e-mail, and Customer Service should probably get back to the customer at regular intervals if they feel there is going to be a long delay (as I felt they were just ignoring me), but as I said, I wish we could say of every bookie that any issue could be resolved after 5 days and a couple of e-mails.

No harm done.