Betfair and customer service.

[henrik777]

Yesterday signed up for the blonde tournament during the day as it was going to be tight if i was home by 8pm. Had to phone betfair to remove a card from my account so i could use another to top up funds.

Get home just after 8pm only to be told i couldn't log in as my account was suspended. Phone was in use so i emailed.40 mins later no reply. Phone is free so i phone them to be told it's a security thing and you have been told 3/4 in the last few months(must have just deleted them?). Account unblocked and 14 days to send in 3 forms of id."excuse me but what about the tournament entrance fee since i've missed a chunk of it?"  "you can have that back"



1) Why not inform me when i phoned earlier in the day ?
2) Why suspend me without unregistering me ?
3) When i phoned it was explained well and handled quickly with not much argument.
4) Didn't have to put up a fight for the cash (not in account yet though).


Although not overly impressed initially with how they handled it i will say they were easy to deal with when they actually were contacted by phone. Better than when Laddies crashed and it took yonks to get me entrance fee back with poor communication and in no particular hurry.

I haven't used support too often for poker on many sites but i'd say they were good although it was their fault to start with.

Actual tournament was great even with my forced "Helmuth" start.

Sandy

[ifm]

My own experience of their customer support is that err.....there isn't any?
I must have sent 10+ emails to them and only got the automated reply, i mean NOTHING else EVER at all.
It's just unacceptable for a company ANY company to behave like that.
Ian

[apoac]

Much as I like the Crypto network, I have to agree about betfairs service.

Finished in the money in a large MTT (15th , went to sleep, woke up and no Money had been settled to account.    Emailed them straight away - they admitted a fault.    Said manual payment would be forthcoming if no payment recieved next day as Crypto should fix it for them.

Next day, no payment in morning.   Another email promising a manual fix, and apologising, payment finally received ~ 8pm 2 days after the tournie in question.

Always a quick response on email - just it did take 4 emails from me to get the problem resolved, which isnt good in my book.

[divaflava]

To be fair, I've always found BF's customer support to be excellent and the majority of their staff to be full of common sense, as long as you phone them.

Email is a different matter, they seem to have a grudge against their in-box. Presumably that's a numbers thing.

Would recommend anyone who isn't a regular user there and may need to change cards etc. to put some time aside to talk to them and go through their KYC [know your customer] process sooner rather than on the day of a tournie.

[Coca919]

I recently also had my Betfair account randomly suspended.  Was also told that I had been e-mailed before about the KYC policy, although the e-mails were never received and now also have 14 days to send proof of ID.  Not too happy with this out of the blue. Ahh well!

[tikay]

But at least it gave you an excuse to make your Maiden Post on blonde - welcome Coca919.

[Sunday8pm]

doesnt sound like betfair are too popular at the moment!

hello coca - a good friend of sunday's

are you going to post in 'whats in a name'?