Hi
My issue is about whether a request by email to permanently self-exclude from an online bookie - in this case Betway, is sufficient to self exclude, and whether confirmation by their operations department that I had been excluded for 6 months is proof that I was self-excluded.
I sent an email regarding a request for permanent self-exclusion to Betway in Feb 2013. I tested my logins shortly after and saw I could not login.
I called them on 23/12/14 and asked did I have an account (I have opened and self-excluded from several sites before so I didn't recall whether Betway was one). The agent told me I did have an old account, there had been a request for self exclusion logged in their system, but the process had not been fully completed, and so my account was "locked". (He said I had been sent an email at the time asking for the reason for self-exclusion. I do not recall receiving this. They say I did not reply.)
Next, rather than unlocking the "locked" account the agent told me to reregister with a new username which I did and a new account was created.
I lost £900 in the space of 12 hours. I was annoyed and obviously regretful that my 2013 request for permanent self-exclusion was not adhered to.
I have had subsequent conversations and email exchanges with Betway Support. 2 other agents have confirmed by phone that they are in possession of my 2013 email asking for permanent self-exclusion. I asked for my money to be reimbursed.
They said they would forward my dispute to the Operations team (also based in South Africa). They sent an email reply on behalf of Operations team today to me. It reads
"Kindly note that we won't be able to refund the money deposited because the minimum exclusion period of 6 months has lapsed long ago. You are more than welcome to inform the player that the account can be re-opened should he send an email stating that he wish to have the account unlocked. But should he wish to remain self-excluded, Account willl remain locked."
This Perations email seems to confirm that my original request for self exclusion was implemented, albeit for 6 months only. They also use the term "remain self-excluded" in their last sentence, again seeming to confirm I was self-excluded.
In response to this email I firstly called their support agents and then sent an email to their support telling them that this email from Operations contradicts what I was told about my account being "locked". I reminded them I was apparently self-excluded for 6 months (according to the Operations email). I asked why I was not excluded permanently as requested, as they have acknowledged receipt of my original exclusion request. I asked could I get transcripts of phone calls acknowledging receipt of my exclusion email. I asked why the agent who told me to re-register with a different username didn't just unlock my account if I was merely "locked" and not self-excluded.
The agent on the phone said he would escalate to management, and so I sent the follow up email as above, outlining all the points, for management to read.
I received a reply after 17 minutes (obviously not from management as it is Christmas Day and it would normally take a few days anyway I guess). The reply did not answer any of my questions regarding the Operations email, nor about getting a recording of calls (1 agent earlier said I could obtain them, another said no). They did not respond as to why the agent on 23/12 did not just unlock my account if it was merely locked.
This last response reads
Hi there
Account name: xx
Thank you for contacting Betway.com
After reviewing your account we can confirm that in an email we asked you to give us a reason why you want to be self excluded.
As we have not received a reply from this email, we locked your account as a normal lock where you can unlock it upon request.
Unfortunately this is why we will not be refunding your deposits.
We can confirm that your account has now been locked under Self Exclusion on the 24th December 2014. This is due to your explanation on the phone.
All the best,
The Betway Team
They do not refer to the Operations email nor respond to my questions, and it is clearly not from management as I got a reply after 17 mins!
Can anyone on this forum help me (sorry about long email) - do I have a case, particularly with the Operations email seeming to confirm my request for self-exclusion had been implemented?
Regards
Gmart
My issue is about whether a request by email to permanently self-exclude from an online bookie - in this case Betway, is sufficient to self exclude, and whether confirmation by their operations department that I had been excluded for 6 months is proof that I was self-excluded.
I sent an email regarding a request for permanent self-exclusion to Betway in Feb 2013. I tested my logins shortly after and saw I could not login.
I called them on 23/12/14 and asked did I have an account (I have opened and self-excluded from several sites before so I didn't recall whether Betway was one). The agent told me I did have an old account, there had been a request for self exclusion logged in their system, but the process had not been fully completed, and so my account was "locked". (He said I had been sent an email at the time asking for the reason for self-exclusion. I do not recall receiving this. They say I did not reply.)
Next, rather than unlocking the "locked" account the agent told me to reregister with a new username which I did and a new account was created.
I lost £900 in the space of 12 hours. I was annoyed and obviously regretful that my 2013 request for permanent self-exclusion was not adhered to.
I have had subsequent conversations and email exchanges with Betway Support. 2 other agents have confirmed by phone that they are in possession of my 2013 email asking for permanent self-exclusion. I asked for my money to be reimbursed.
They said they would forward my dispute to the Operations team (also based in South Africa). They sent an email reply on behalf of Operations team today to me. It reads
"Kindly note that we won't be able to refund the money deposited because the minimum exclusion period of 6 months has lapsed long ago. You are more than welcome to inform the player that the account can be re-opened should he send an email stating that he wish to have the account unlocked. But should he wish to remain self-excluded, Account willl remain locked."
This Perations email seems to confirm that my original request for self exclusion was implemented, albeit for 6 months only. They also use the term "remain self-excluded" in their last sentence, again seeming to confirm I was self-excluded.
In response to this email I firstly called their support agents and then sent an email to their support telling them that this email from Operations contradicts what I was told about my account being "locked". I reminded them I was apparently self-excluded for 6 months (according to the Operations email). I asked why I was not excluded permanently as requested, as they have acknowledged receipt of my original exclusion request. I asked could I get transcripts of phone calls acknowledging receipt of my exclusion email. I asked why the agent who told me to re-register with a different username didn't just unlock my account if I was merely "locked" and not self-excluded.
The agent on the phone said he would escalate to management, and so I sent the follow up email as above, outlining all the points, for management to read.
I received a reply after 17 minutes (obviously not from management as it is Christmas Day and it would normally take a few days anyway I guess). The reply did not answer any of my questions regarding the Operations email, nor about getting a recording of calls (1 agent earlier said I could obtain them, another said no). They did not respond as to why the agent on 23/12 did not just unlock my account if it was merely locked.
This last response reads
Hi there
Account name: xx
Thank you for contacting Betway.com
After reviewing your account we can confirm that in an email we asked you to give us a reason why you want to be self excluded.
As we have not received a reply from this email, we locked your account as a normal lock where you can unlock it upon request.
Unfortunately this is why we will not be refunding your deposits.
We can confirm that your account has now been locked under Self Exclusion on the 24th December 2014. This is due to your explanation on the phone.
All the best,
The Betway Team
They do not refer to the Operations email nor respond to my questions, and it is clearly not from management as I got a reply after 17 mins!
Can anyone on this forum help me (sorry about long email) - do I have a case, particularly with the Operations email seeming to confirm my request for self-exclusion had been implemented?
Regards
Gmart