off-shorelore
- Joined
- Jun 1, 2025
- Messages
- 197
Greetings BMR Community,
Yesterday (4/7/2026) I spoke with Supervisor Adrian, who is an incredibly kind and intelligent woman. We spoke for over an hour. I will admit I have a very good relationship with her, but pushed hard on issues relevant to many of us longstanding users, along with those of you that have recently experienced issues. My main focus was potential solutions that we are all concerned about.
To start, I wanted to go over what I believe is our biggest complaint, the spooling. For those of you unaware, spooling is when a sportsbook changes the line every single time you submit your wager. I've noticed that this issue is most prominent on Saturday mornings. Many user complaints on this forum have been related to this issue. It is something that is implemented on individual accounts. What triggers this is usually repeated wagers on soft lines, or substantial wins occurring in short windows of time. Although it's every books job to practice good management, we can all agree spooling is not. Relying on users over bookmakers to adjust your lines is not ideal. And it happens often on mainstream lines, not weak lines. Adrian carefully addressed this concern. They are going to be implementing updated software so there will be no more reliance on players to update their lines. She did not say that's what the spooling is for, but we can use our critical thinking skills to reach that conclusion. When this will go into effect, within the next three weeks. I am hopeful that the spooling epidemic will stop after the major backlash, and she did say the company has been heavily moderating the forums lately and taking feedback very seriously. In regards to the spooling ordeal, she sounded genuine in her confidence that the company is fixing this quickly.
Second of all, the extensive KYC occurring with user Jackie and a few others was brought up in our conversation. She explained that the reason for the bonus changes and recent KYC expedites is due to several major syndicates targeting them over the past 6 months. One major station being these syndicates were rigging the lottery in their favor that the company provides users, along with using bonuses to rig the outcome of a few other of their promotions. I know the lottery scam to be true as I discussed this in casual conversation with her months ago as I was told the story then. When addressing the crazy KYC videos being demanded, I was told there is a recent spike in AI fraudulent activity targeting the company. Users are using AI to fake KYC videos, documents, and voices. My comments on this response were simple. It's important for the company not to blend in these policies against innocent users. The fraud department need to separate the amount of money that will be lost from innocent people complaining, than seizing funds. And of course bad press will always cost a company more money than anything. It sounds to me like this is a tough time for fraud similar to the BookMaker/JustBet family everyone 6 months KYCing everyone. Sportsbooks need to get better at handling these situations without targeting the wrong people. Adrian agreed.
Furthermore, I addressed the issues of users being limited mid-rollover and reminded her of Heritage's fantastic and honorable policy of closing people's accounts regardless of rollover balances and paying them out in full if the company believes they are a serious risk. She agreed to bring this up in the next meeting. BetAnything limiting users to $500 a wager is incredibly frowned upon and I believe the backlash has been severe enough for the company to reconsider, and I know for a certainty they are coming up with far more practical.
Finally, I addressed speculation on potential financial issues with the company. I picked at this issue do to the bonus changes, free spin values being lowered, among other things. Of course I was told there aren't any financial issues, but they are being heavily targeted at the moment and are trying their best to navigate paying out legitimate players, and the massive fraudsters targeting their company. Bear in mind it is slow season, this is when syndicates hurt books the most.
I am confident that positive changes will be made in the next couple of weeks. There was at least one meeting, but I believe there were two about the complaints I brought up yesterday. I also had a follow up conversation with her today and it left on an incredibly positive note. It becomes a major issue when a sports book with a stellar reputation starts to implement things we know are unacceptable. I believe the company has been made aware of our complaints and are taking them very seriously, and working on fixing them as we speak. A book is nothing without its players, but we should also be grateful that they are working on these issues and not turning into Jazz, WagerWeb, BetWhale, Nitro, or BetNow. Please do not call and complain to Adrian about ongoing issues. This is an informative post and I hope I have shed some light on things we are all concerned about.
-un-regulated Lore
Yesterday (4/7/2026) I spoke with Supervisor Adrian, who is an incredibly kind and intelligent woman. We spoke for over an hour. I will admit I have a very good relationship with her, but pushed hard on issues relevant to many of us longstanding users, along with those of you that have recently experienced issues. My main focus was potential solutions that we are all concerned about.
To start, I wanted to go over what I believe is our biggest complaint, the spooling. For those of you unaware, spooling is when a sportsbook changes the line every single time you submit your wager. I've noticed that this issue is most prominent on Saturday mornings. Many user complaints on this forum have been related to this issue. It is something that is implemented on individual accounts. What triggers this is usually repeated wagers on soft lines, or substantial wins occurring in short windows of time. Although it's every books job to practice good management, we can all agree spooling is not. Relying on users over bookmakers to adjust your lines is not ideal. And it happens often on mainstream lines, not weak lines. Adrian carefully addressed this concern. They are going to be implementing updated software so there will be no more reliance on players to update their lines. She did not say that's what the spooling is for, but we can use our critical thinking skills to reach that conclusion. When this will go into effect, within the next three weeks. I am hopeful that the spooling epidemic will stop after the major backlash, and she did say the company has been heavily moderating the forums lately and taking feedback very seriously. In regards to the spooling ordeal, she sounded genuine in her confidence that the company is fixing this quickly.
Second of all, the extensive KYC occurring with user Jackie and a few others was brought up in our conversation. She explained that the reason for the bonus changes and recent KYC expedites is due to several major syndicates targeting them over the past 6 months. One major station being these syndicates were rigging the lottery in their favor that the company provides users, along with using bonuses to rig the outcome of a few other of their promotions. I know the lottery scam to be true as I discussed this in casual conversation with her months ago as I was told the story then. When addressing the crazy KYC videos being demanded, I was told there is a recent spike in AI fraudulent activity targeting the company. Users are using AI to fake KYC videos, documents, and voices. My comments on this response were simple. It's important for the company not to blend in these policies against innocent users. The fraud department need to separate the amount of money that will be lost from innocent people complaining, than seizing funds. And of course bad press will always cost a company more money than anything. It sounds to me like this is a tough time for fraud similar to the BookMaker/JustBet family everyone 6 months KYCing everyone. Sportsbooks need to get better at handling these situations without targeting the wrong people. Adrian agreed.
Furthermore, I addressed the issues of users being limited mid-rollover and reminded her of Heritage's fantastic and honorable policy of closing people's accounts regardless of rollover balances and paying them out in full if the company believes they are a serious risk. She agreed to bring this up in the next meeting. BetAnything limiting users to $500 a wager is incredibly frowned upon and I believe the backlash has been severe enough for the company to reconsider, and I know for a certainty they are coming up with far more practical.
Finally, I addressed speculation on potential financial issues with the company. I picked at this issue do to the bonus changes, free spin values being lowered, among other things. Of course I was told there aren't any financial issues, but they are being heavily targeted at the moment and are trying their best to navigate paying out legitimate players, and the massive fraudsters targeting their company. Bear in mind it is slow season, this is when syndicates hurt books the most.
I am confident that positive changes will be made in the next couple of weeks. There was at least one meeting, but I believe there were two about the complaints I brought up yesterday. I also had a follow up conversation with her today and it left on an incredibly positive note. It becomes a major issue when a sports book with a stellar reputation starts to implement things we know are unacceptable. I believe the company has been made aware of our complaints and are taking them very seriously, and working on fixing them as we speak. A book is nothing without its players, but we should also be grateful that they are working on these issues and not turning into Jazz, WagerWeb, BetWhale, Nitro, or BetNow. Please do not call and complain to Adrian about ongoing issues. This is an informative post and I hope I have shed some light on things we are all concerned about.
-un-regulated Lore
