I was playing live roulette, I placed my bets betting on 2 columns, a message came up saying "bet not confirmed please make sure you click the confirm button ", there was no confirm button, so I checked my settings and I was set to auto confirm.
I tried again, the same message came up, my stake was taken and not returned, the bet did win, I didn't expect to be paid out but I did expect my stake back.
I waited over 20 mins on live chat to speak to someone, tried to call but again could not get through.
I left it till the morning and called again. The lady I spoke to at around 12am on the 21st of August confirmed other players had had the same message.
She looked at my account and could not see the £40 bet. Of course not, it was not confirmed, I explained that the funds were taken, also explained the bet would have won so either way the money should not be missing.
She asked for the game number........ yeah like I'm going to sit there writing every game number down !!
The same thing happen about three months ago, an investigation was carried out but they could not detect missing funds.
I accept I have lost this money, but I lost it unfairly and after being a very loyal customer for almost 8 years it leaves me feeling quite bitter.
Since Betfair improved their online casino and gave their dealers new uniforms there has been nothing but issues.
They know they had issues that night as you could not speak to anyone via chat, phone or twitter.
The bet is not on the statement as it was not confirmed but the funds were taken !!! 100%
I know this can't be resolved but I'd like betfair to take note as I imagine a number of complaints will come in of this nature.
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