In my experience, the customer service at sports books are in general just terribly bad. In dealing with about 40 sportsbooks over the years, I have across maybe one or two that isn't and that includes Pinnacle but I'm not a customer there anymore (geo-restrictions) so can't say if they're still good.
Would it not be in the interest of good books like Bookmaker and Betonline to hire some half-competent staff? Usually my dealings with books get sorted in the end, but it's so much harder than it needs to be. I understand saving on salaries, but if they hired slightly better staff they would avoid so much of bad reputation in places like this forum. And save time. Things that should take 5 minutes to solve can now go on for days and weeks and include several hour long sessions because of emails not being replied to, chat agents not understanding the issue or refusing to escalate matters to a manager.
There are also times when the book forget to offer matches, and then when you mention this to CS so they can pass this on to a trader for review, they just give some c+p answer on why the match isn't offered instead of passing the info on.
It's also very bad, because after years of dealing with incompetence from cs reps and how what they've said has been proven incorrect over and over again, I can't put any faith in their word anymore, and that's a big concern when there are issues with money at place.
BOL I actually like. (And Bookmaker is my favorite book). But almost all my posts on BOL put them in a bad light because of their poor cs.
Has anyone here worked at a sportsbook and can shed light on this from the book's point of view? If I ran a sportsbook I think I would actually invest in my customer service team, because they are the ones facing the customer and I think it would be worth it, but I have never worked in sports betting from that side, so I don't know all the economics of it.