Sportsbook Review reported yesterday that a BetUS (SBR rating D+) player was burned by the small print of a free bet bonus promotion. The player thought he was in full compliance with the bonus terms and conditions based on his correspondence with BetUS support, only to discover that the most he could redeem was $250, and later nothing.
The player received a physical letter inviting him to try the sportsbook with a $50 starter free bet bonus. The player believed from reading the letter that the bonus came with few strings attached, there was a small printed line concerning restrictions, but the specifics were not listed. Because of this, he called BetUS to inquire on how to use the free bet. He was told the $50 bet must be used on a certain event where his choice is to bet one point spread or another; he complied with this, and proceeded to then make straight bets with the winnings until his balance grew to $702.
At this point, he phoned BetUS again intending to put in a payout request. He then learned that most of his winnings were invalid, as the free bet promotion he accepted had a maximum payout up to 5X the starter bonus ($250). This requirement — which was not listed in the free bet mailer or advised in his initial call asking for the particulars of the free bet promo — has allegedly been in place for two years in the BetUS website terms and conditions page, according to a BetUS manager who has discussed player complaints with SBR.
The player became upset during the call because he felt blindsided by this rule. He asked to at least be paid $500 and to call it even; this request was not only denied, the player claimed that he was then told that he would be paid nothing.
His next move was to call Sportsbook Review at the dispute assistance line and document his complaint. SBR passed along the issue to the BetUS management contact that had fielded the previous bonus complaint and was assured that the player would receive the $250 and that his run-in with customer service would be investigated.
This morning, the BetUS manager circled back with SBR and corroborated the player’s version of events. He agreed that the customer service experience was poor and that the player was not given the pertinent information on the free bet promotion that he asked for. In light of this communication breakdown, BetUS agreed to double the maximum payout to $500. After the player confirms receiving the $500, he will be presented with a similar option as the original bonus complaint referenced earlier; he can deposit up to the remainder in the excess bonus winnings, approximately $250 in his case, and have a chance to play-through an additional wagering requirement to redeem his extra balance.
SBR has informed the player of this concession on BetUS’ part and awaits his confirmation of receiving funds.
Earlier today and before the update in the case, Sportsbook Review recorded an SBR iGaming News video with host Natalie which touched on this BetUS complaint and other news updates in the last week. This video can be seen in its entirety below:
Players with BetUS complaints are encouraged to write to Sportsbook Review by filing a sportsbook complaint form. Alternatively, players can share their feedback with other sports bettors in the SBR Sportsbook & Industry message board.