BWin update - This defies belief

[Andy4Fingers]

The GRA's website is quite helpful too. It suggests speaking to the company first (they have a duty to reply "without undue delay") however if the complaint is not satisfied, logging a complaint with them which they will then refer to the company in question.
Their website is - http://www.gra.gi/index.php?site=gambling&section=help and there is a complaint form and further information here.

[Betfairalfie]

Obviously you need to get your battle strategy sorted out and this might inculde Aussie journalists but don't forget to attack through their advertising streams. I don't know the Aussie gambling scene too well but if they advertise through good quality sports publications or websites then contact these people and tell them what their advertisers are up to and how it brings shame on such a quality publication/site. I also assume that you have an Advertising Standards type body. BWin should clearly state in their adverts that they don't accept Aussie's betting on LIVE markets and will not honour any bets accepted in error.

Make a fuss. Be a nuisance. Keep us informed.

[Murtle]

I've logged a complaint with SBR so will see what eventuates. They seem to want to help. Can only try.

A business is only as good as its reputation, wont take long for negative word to have an impact throughout the forums.

Unbelievable to think that such a bad company has such high profile sponsorship deals with the likes of Real Madrid and MotoGP

Murtle : :x

[The Shark]

Good luck with reaching a satisfactory outcome with them Murtle.

If anyone opens a bookmaker account via a link on this site and has any issues whatsoever we will do our upmost to help them to reach a satisfactory conclusion. We have good contacts at all the leading bookmaker sites which are listed on OLBG and have been able to help some members resolve minor issues in the past. Please use the contact form if you need any help.

With regards BWin, all I can really say is that they arent a bookmaker we actively promote or recommend to our users.

[Murtle]

Well this is going to get interesting.

After another round of emails and informing BWin that I logged a complaint with Sportbook review (SBR) and am pursuing my options through the Gibraltar Regulatory Authority, they replied immediately and advised that if I supply my account details they will transfer the balance of my account.

I've given them 3-5 days to confirm transfer has been processed or the matter will continue. My BWin account is to remain closed as per my request which suits me just fine. The last I hear from this group the better.

Interestingly they posted this -
"Please note your query regarding the internet gambling in Australia has been forwarded to responsible department and we will inform you as son as we have received more information."

Lets see what their response is and whether they become more accountable for their actions

Speak soon

Murtle

[Murtle]

Hot off the press ! A response from BWin 3 days after forwarding my account details. This has been very hard going but they might yet show me the money. I know Australian law is backwards regarding live betting but hopefully BWin will learn a bit about "responsible gaming" by offering live betting where it is only legal to do so.


Dear Mr xxxxxxxx

Thank you for your e-mail.

We apologise for the delay in responding to your query. Unfortunately, we are experiencing a backlog due to a high volume of requests we have recently received.

We have forwarded your outpayment details to our financial department. We kindly ask for your patience as we await their confirmation on this information.

In addition, your query regarding internet gambling in Australia has been forwarded to responsible department and we will inform you as son as we have received more information.

Should you have any further queries please do not hesitate to contact us.

Kind regards,

Your BWin customer service team

[Murtle]

ok its been 2 weeks now since this all began. While BWin seem to be making progress SLOWLY, they have advised in their latest update that I just have to "patiently" wait for their appropriate department to investigate.

I'm not sure what else they could possible need to investigate they had all my details from the very begining.

Anyway what else can I do but sit here eagerly awaiting the next round of emails and trying to remain patient ! Easy for BWin to say when its not their money that's gone missing.

Will keep posting until I see money in the bank

Murtle

[SmoggyFever]

Murtle - i know SBR are very influential when it come sto matters like this, if you don't get your profit rest assured that BWin will lose more than the couple of grand you made. What rating have they given BWin?? anything below B and nobody from the thousands of sbr members will use it. You'll get your money if they want to stay in business
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[The Executioner]

Good Luck Murtle - there is only one way it SHOULD go and many of us will be keeping fingers crossed that you get what is owed to you. I think it is absolutely dreadful public relations by this firm and they are going to come out of this situation smelling of something brown regardless of their decision ! I for one will NEVER open an account with these jokers.

[Murtle]

Just thought you might be interested to compare.

An online bookie I use here is Australia has "24hr live chat" to discuss any problems and money is in your bank account the next day after a withdrawal.

Thats what CS should be - top notch

Murtle

[zakazano]

Smoggy - they're already a C-.

The only people who get on the forum and complain about them are unfortunately the folks who only find out about these sites after they've been stiffed....

[Murtle]

A win is in sight !!! After three and a half weeks having had my account suspended, reopened, closed, countless emails from me, logging complaint with SBR and threatening to lodge complaint to Gibraltar Regulatory Authority, BWin' have finally sent a statement saying that the money will be in the bank within 5-7 days.


"Dear Mr xxxxxxx

Thank you for your e-mail.

We apologise for the delay in responding to your query.

We can confirm that your Bank Transfer outpayment is now being processed. You will receive an e-mail from our finance department informing you as soon as your outpayment has been completed.

In general, we will transfer all requested outpayments to your financial service provider within 24 hours on business days (Monday to Friday only). The time required for the transfer depends on your selected payment method and cannot be influenced by us. According to our experience it should be at your disposal within 5-7 business days.

Please do not hesitate to contact us if you have any further queries.

Kind regards,

Your BWin customer service team

BWin acknowledges its commitment to responsible gaming"


Interesting to note that they claim all transfers are forwarded to the financial provider within 24hs. PITY IT TOOK 7 DAYS TO RESPOND FROM WHEN FIRST SENT MY BANK DETAILS. Unfortunately I have had no confirmation whether it is to be the full balance of 2960 EUR or just my original deposits of 245 EUR. We will see.

Hopefully BWin have learn't that if their customer service was picked up off the floor then none of this would ever have happened. ALL WE ASK IS TO BE KEPT INFORMED!!!

However, I must express sincere thanks to all who have replied and offered advice, without you I'm sure I'd still be fighting just to be heard.

(Fingers crossed - moneys not in the bank yet)

Cheers

Murtle