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Just posted a complaint over on Cmeister i thought you guys might be interested in.
Let me preface it with the fact that Evgeny has been nothing other than helpful and professional, but the company dont appear to share his level of service.
basically its an onoing 2 month long complaint where betfair have ADMITTED that their software was faulty, but they are refusing to check the session, and my history (which would allow ME to check) has mysteriously gone!
Dear Karl,
Let me say I am very pleased that you are happy with our level of service and my response time on these forums. I do need to clarify a few things with regards to your reply.Although the entire issue has taken exceptionally long to resolve from our end, as I said before I fully understand your frustration. There are a few things that need to be clarified in your post on the forums.
The only issue that can be admitted to, is prolonged and confusing correspondence with our customer care, as you were informed in the final response. We have since then taken action in that respect and tried to compensate you for your troubles in excess of what you had lost.As for the 20 or so hands that you requested history for, since the very beginning you were asking for the history of FAULTY hands that were not paid out to you, which in the end you were supplied with.
At no point have you suggested that you had an issue with over 20 faulty hands, nor does it make sense that you would continue playing such a high number of hands on a game that is not paying you out.
We have come to a conclusion and the final amount that you needed to be awarded based on your audit trail. You have then been credited with that amount, and above all been awarded over 5 times the amount in bonus funds with our sincere apologies for the way our customer care had treated you. Unfortunately, we can never be as pro-active as we would like to and cases like this one do happen occasionally.
You are still perusing this issue, although you have been credited over and above what you should have been awarded, I really have to stand behind the decision of the management and agree that there is nothing further that we can do.
With Kindest Regards,
RedArmy
Interesting that you dont ACTUALLY answer any questions posed though :
OP wrote:but they are refusing to check the session, and my history (which would allow ME to check) has mysteriously gone!Neither of which are addressed (add this to the list of inadequacies ?)
Rather than de-rail this thread, (which a Mod can feel free to close), i will continue discussion on CM
@Betfair Evgeny 169680 wrote:
Dear Karl,
As for the 20 or so hands that you requested history for, since the very beginning you were asking for the history of FAULTY hands that were not paid out to you, which in the end you were supplied with.
At no point have you suggested that you had an issue with over 20 faulty hands, nor does it make sense that you would continue playing such a high number of hands on a game that is not paying you out.
These few lines alone stink of pushing it all aside or under the rug – “WE gave you what you asked for, we did nothing more, we wont look into it anymore unless you can tell us exactly what to look for”
Sounds like a band aid job for the marketing/Aff team as opposed to addressing the problem which looks like a flaw in the game logic…
