Dogs24,
Glad we were able to figure out the situation and get it handled. Thank you for the courteous, professional, and truthful manner in which you presented your side of the story. I am glad you feel comfortable with the end result.
RPM and Patrick,
Thanks for the way you handled this as well. You can never be too cautious, that is true. RPM, you took a chance moving it to the outhouse until you could find out what was goin on. I think, if more things are handled this way, you will have more books posting. We just want a fair shot at telling our side before we get bashed.
FWIW,
Dogs had a payout that was rejected. He never received our email informing him that his payout was rejected. Whether or not it was sent is still being looked into. Upon calling and inquiring about his payout, he was informed about the rejection, and verified all the information in his account. He then re-submitted his request. This all happened Saturday evening.
Sunday comes and, due to the fact that Dogs had made some deposits via Firepay, part of his redemption needs to be credited back that same method. Thus the withdrawal is filed as a cc redemption. This cannot be done until Monday...today. Upon processing the request in our transaction monitor, we find part of it needs to be sent via Neteller. By this time, I am trying to find the guy who has been waiting for a week to get paid. My Acct. Supervisor informs me of the situation, I call Dogs personally, and we send him his funds.
I hope that clears it up for you guys. Do I think it could have been handled better? Yes, and I will continue to do everything in my power to help our companies improve and prosper. Good business is learning from your mistakes and improving upon them. I am confident we will learn from this experience.
Thank you for taking the time to hear us out.
Jake Slater
General Manager
Sportbet.com
Glad we were able to figure out the situation and get it handled. Thank you for the courteous, professional, and truthful manner in which you presented your side of the story. I am glad you feel comfortable with the end result.
RPM and Patrick,
Thanks for the way you handled this as well. You can never be too cautious, that is true. RPM, you took a chance moving it to the outhouse until you could find out what was goin on. I think, if more things are handled this way, you will have more books posting. We just want a fair shot at telling our side before we get bashed.
FWIW,
Dogs had a payout that was rejected. He never received our email informing him that his payout was rejected. Whether or not it was sent is still being looked into. Upon calling and inquiring about his payout, he was informed about the rejection, and verified all the information in his account. He then re-submitted his request. This all happened Saturday evening.
Sunday comes and, due to the fact that Dogs had made some deposits via Firepay, part of his redemption needs to be credited back that same method. Thus the withdrawal is filed as a cc redemption. This cannot be done until Monday...today. Upon processing the request in our transaction monitor, we find part of it needs to be sent via Neteller. By this time, I am trying to find the guy who has been waiting for a week to get paid. My Acct. Supervisor informs me of the situation, I call Dogs personally, and we send him his funds.
I hope that clears it up for you guys. Do I think it could have been handled better? Yes, and I will continue to do everything in my power to help our companies improve and prosper. Good business is learning from your mistakes and improving upon them. I am confident we will learn from this experience.
Thank you for taking the time to hear us out.
Jake Slater
General Manager
Sportbet.com
Situation (just about) resolved.
Jake, your synopsis of the story in the message above is a little off on some of the details: my oral correspondence with your customer service dept. did not take place solely on Saturday evening, it took place all of last week and perhaps even the week before: first I tried making a withdrawal through your site, then I called and spoke to customer service about why it hadn't gone through, then they verified my info, then they had me go through Neteller with a 'secret code', then Neteller told me to go directly through SB, then I called SB and was told I'd be paid within four hours of making another withdrawal request, then several days later it was "you'll be paid within 12 hours" of a request etc. The whole thing took place over the course of several days, perhaps even a week..not just one single Saturday evening.
But all of that is irrelevant, because you, Jake, handled the situation in the most professional, courteous, and straight-up way one could expect from a sportsbook. Really, I am genuinely and honestly impressed, and I'm saying it publicly here, so that everyone knows that in Sportbet they can be sure that they'll find a professional manager who's hands-on and works hard to smooth over problems. Some of your underlings could use a little more training in the ins and outs of payouts, but as soon as you came in and cleaned things up they went smoothly.
I don't know why some of the rest of you bash this guy. Perhaps you've had bad experiences...I can't speak to that. But I can say here, on the record and publicly, that he handled my unfortunate situation brilliantly. He called me personally on the phone, straightened out the situation, and my money was in my Neteller account within an hour (still waiting on the Firepay payout, but I assume that's a problem on FP's end, not SB's.) He even went so far as to grade a wager that pushed as a win for me because of something ambiguous on the website. Now THAT's customer service.
And let this be a lesson to y'all in any kind of business dealings with anyone, online or off: the carrot is a much more effective means of dealing with disputes than the stick. I was so impressed with Jake's conduct that, after originally intending to withdraw my entire balance because of the extreme skepticism engendered by the withdrawal runaround from a week before, I decided to leave a dime in my account, simply because I was so impressed with Jake's attention to the matter and his professionalism. Knowing my gambling history, that $1000 is probably going to disappear before the remainder even hits my Firepay account...so by being courteous and polite Jake, you just probably made a grand
Again, thank you to Jake for dealing with the issue so effectively, and to RPM for getting on the ball so quickly and intervening. Y'all have restored my faith in Sportbet, in online sportsbetting, and in the value of the RX.
Jake, your synopsis of the story in the message above is a little off on some of the details: my oral correspondence with your customer service dept. did not take place solely on Saturday evening, it took place all of last week and perhaps even the week before: first I tried making a withdrawal through your site, then I called and spoke to customer service about why it hadn't gone through, then they verified my info, then they had me go through Neteller with a 'secret code', then Neteller told me to go directly through SB, then I called SB and was told I'd be paid within four hours of making another withdrawal request, then several days later it was "you'll be paid within 12 hours" of a request etc. The whole thing took place over the course of several days, perhaps even a week..not just one single Saturday evening.
But all of that is irrelevant, because you, Jake, handled the situation in the most professional, courteous, and straight-up way one could expect from a sportsbook. Really, I am genuinely and honestly impressed, and I'm saying it publicly here, so that everyone knows that in Sportbet they can be sure that they'll find a professional manager who's hands-on and works hard to smooth over problems. Some of your underlings could use a little more training in the ins and outs of payouts, but as soon as you came in and cleaned things up they went smoothly.
I don't know why some of the rest of you bash this guy. Perhaps you've had bad experiences...I can't speak to that. But I can say here, on the record and publicly, that he handled my unfortunate situation brilliantly. He called me personally on the phone, straightened out the situation, and my money was in my Neteller account within an hour (still waiting on the Firepay payout, but I assume that's a problem on FP's end, not SB's.) He even went so far as to grade a wager that pushed as a win for me because of something ambiguous on the website. Now THAT's customer service.
And let this be a lesson to y'all in any kind of business dealings with anyone, online or off: the carrot is a much more effective means of dealing with disputes than the stick. I was so impressed with Jake's conduct that, after originally intending to withdraw my entire balance because of the extreme skepticism engendered by the withdrawal runaround from a week before, I decided to leave a dime in my account, simply because I was so impressed with Jake's attention to the matter and his professionalism. Knowing my gambling history, that $1000 is probably going to disappear before the remainder even hits my Firepay account...so by being courteous and polite Jake, you just probably made a grand
Again, thank you to Jake for dealing with the issue so effectively, and to RPM for getting on the ball so quickly and intervening. Y'all have restored my faith in Sportbet, in online sportsbetting, and in the value of the RX.
Dogs,
So you know, since it will be slow around here for the next 3 days, I will be going through every call you had with our CS clerks over the past week. Hopefully, this will enable us to use your situation as a learning experience and a training tool. Thanks again.
Jake
So you know, since it will be slow around here for the next 3 days, I will be going through every call you had with our CS clerks over the past week. Hopefully, this will enable us to use your situation as a learning experience and a training tool. Thanks again.
Jake
i have never had any problems getting money from SB. i have received a large 5 figure sum in the past month w/ out delay.
a suggestion i have and always do is ask the name of the customer service person i am speaking to when playing at any book, i write the name down on my withdrawl sheet. then if there is a problem i know who screwed up and can pass the info on. chances are i never have to talk that person again. as for SB i have always delt with jake and never had a problem
a suggestion i have and always do is ask the name of the customer service person i am speaking to when playing at any book, i write the name down on my withdrawl sheet. then if there is a problem i know who screwed up and can pass the info on. chances are i never have to talk that person again. as for SB i have always delt with jake and never had a problem
Jake,
I'm not being a prick here, but there are many books that don't seem to ever have troubles ... I've read about a few of these with your book now. I'm not saying you're a stiff, you always paid, but maybe you should re-vamp your CS dept or something??
I'm not being a prick here, but there are many books that don't seem to ever have troubles ... I've read about a few of these with your book now. I'm not saying you're a stiff, you always paid, but maybe you should re-vamp your CS dept or something??
I would like to offer my opinion of this situation in case anyone is interested...
I think the only real fault of Sportbet here was not having a funded Neteller account. This certainly raises alarm bells because it signifies possible cash flow problems. Either 1) the book doesn't have 10-20 thousand in cash to keep as a Neteller buffer, in which case players are exposed to very slow pays or no pays if someone hits a big parlay, or 2) the book is not very good at managing its cash flows and just "slipped up" by not sending enough money there. Judging from the fundedness of the Neteller accounts of the books which we all KNOW have lots of cash, it is very likely that number 1) is the correct answer.
Kudos to Sportbet, however, for having the boss intervene and straighten things out promptly and professionally. That is certainly a big plus. Here my impression is that management is trustworthy and reliable but a reasonable fear might be that the cash reserves are too low.
dogs24 is a bit at fault here as well for not being patient enough and being a bit paranoid as to the underlying intentions. The all-star break is a legitimate time to take a time out IMO. Lots of books give their employees time off here. And the delay was certainly not because of a conscious effort to take advantage of a gambler's psychology. If they have the cash it is certainly in their best interest to keep a funded Neteller account. They would be foolish to do that purposefully.
If I were the player I would have waited until Friday or so to post, or maybe just a couple of lines saying that if the book is so great, why is their Neteller account unfunded?
Having said that, I am a "premium book only" player, so an unfunded Neteller incident starts the clock for me -- about 6 months of no (legitimate) complaints required starting now before I even consider sending them a dime (and I mean $0.10, not $1000), but if I had money there I wouldn't be too worried at this point.
I think the only real fault of Sportbet here was not having a funded Neteller account. This certainly raises alarm bells because it signifies possible cash flow problems. Either 1) the book doesn't have 10-20 thousand in cash to keep as a Neteller buffer, in which case players are exposed to very slow pays or no pays if someone hits a big parlay, or 2) the book is not very good at managing its cash flows and just "slipped up" by not sending enough money there. Judging from the fundedness of the Neteller accounts of the books which we all KNOW have lots of cash, it is very likely that number 1) is the correct answer.
Kudos to Sportbet, however, for having the boss intervene and straighten things out promptly and professionally. That is certainly a big plus. Here my impression is that management is trustworthy and reliable but a reasonable fear might be that the cash reserves are too low.
dogs24 is a bit at fault here as well for not being patient enough and being a bit paranoid as to the underlying intentions. The all-star break is a legitimate time to take a time out IMO. Lots of books give their employees time off here. And the delay was certainly not because of a conscious effort to take advantage of a gambler's psychology. If they have the cash it is certainly in their best interest to keep a funded Neteller account. They would be foolish to do that purposefully.
If I were the player I would have waited until Friday or so to post, or maybe just a couple of lines saying that if the book is so great, why is their Neteller account unfunded?
Having said that, I am a "premium book only" player, so an unfunded Neteller incident starts the clock for me -- about 6 months of no (legitimate) complaints required starting now before I even consider sending them a dime (and I mean $0.10, not $1000), but if I had money there I wouldn't be too worried at this point.
Darryl --
Thank you for your well-written input.
I respect your right to state that I was "a bit at fault" for being too hasty in posting my gripes here...but I would just ask you and anyone else reading to recognize that I only posted here after a week of getting the run-around and misinformation from the customer service people at Sportbet. In addition to all of the conversations I had with them, I tried on three different occasions over the last week (long before the all-star break) to do a withdrawal using three different techniques: once directly through Sportbet's website, once through Neteller, and once over the phone with a customer service representative, and all three failed. At 2 AM last night, given the fact that I still hadn't been paid and that the impending all-star break meant I wouldn't get paid nor could I have my complaints addressed for three days, I felt frustrated and aired my gripes here in the hopes of lighting a fire under someone's derriere at Sportbet. It worked, the problem is now resolved (Jake took care of it personally and expeditiously), and I think my taking action when I did was entirely justified and not premature.
Thank you for your input though.
PS Just to reemphasize the primary point -- Jake is a first rate guy who handled the problem beautifully. If everyone in this business (including his subordinates) were as professional as he, this would be the safest business around. As it is, it was his attention and care in this matter that allayed all my fears and persuaded me to leave a significant percentage of my money in my SB account, when 12 hours earlier I was hellbent on pulling it all out and running.
Thank you for your well-written input.
I respect your right to state that I was "a bit at fault" for being too hasty in posting my gripes here...but I would just ask you and anyone else reading to recognize that I only posted here after a week of getting the run-around and misinformation from the customer service people at Sportbet. In addition to all of the conversations I had with them, I tried on three different occasions over the last week (long before the all-star break) to do a withdrawal using three different techniques: once directly through Sportbet's website, once through Neteller, and once over the phone with a customer service representative, and all three failed. At 2 AM last night, given the fact that I still hadn't been paid and that the impending all-star break meant I wouldn't get paid nor could I have my complaints addressed for three days, I felt frustrated and aired my gripes here in the hopes of lighting a fire under someone's derriere at Sportbet. It worked, the problem is now resolved (Jake took care of it personally and expeditiously), and I think my taking action when I did was entirely justified and not premature.
Thank you for your input though.
PS Just to reemphasize the primary point -- Jake is a first rate guy who handled the problem beautifully. If everyone in this business (including his subordinates) were as professional as he, this would be the safest business around. As it is, it was his attention and care in this matter that allayed all my fears and persuaded me to leave a significant percentage of my money in my SB account, when 12 hours earlier I was hellbent on pulling it all out and running.
<BLOCKQUOTE class="ip-ubbcode-quote"><font size="-1">quote:</font><HR> Jake is a first rate guy who handled the problem beautifully. If everyone in this business (including his subordinates) were as professional as he, this would be the safest business around. <HR></BLOCKQUOTE>I agree. Sportbet is always willing to help when things go public. But for the love of God how many years has this been going on? In fact, the poor cs at Sportbet was there even before Jake. Does the avg player even realize that Sportbet was one of the original online books and at the time one of the best? They haven't changed but everyone else got better. Someone once posted that it's not Jake but the owners that always leave him out to dry. Maybe they were right.
Truth,
Definately, not lying. Allow me to direct you to our website, more specifically, the help section. You will see payouts are not done on Saturday and Sunday, for Firepay.
http://www.sportbet.com/red_firepay.htm
Name calling is not necessary. I have been posting in these forums since before The Rx was online...when it was only Bworld. Nobody can say I have ever lied on these boards. NOBODY. I am not perfect, but I pride myself on being upfront and honest with all my clients.
Bullseye,
Sorry to hear that you feel that way. We do not necessarily keep high balances in Neteller, for personal reasons. I do not think I need to explain our internal policies. If we need to send someone a chunk of change, and it is not available in Neteller at the time, we simply go over to the Neteller offices with a payment and get it taken care of. I would like to point out that this is a rare necessity.
Buzz, Dogs, Darryl, and the rest:
Thanks for the compliments. This is not always the easiest industry to thrive and succeed in. It is tough and I have found that people are trying to screw you over in a hundred different ways, every single day. We have had challenges that are too numerous to name over the past 3 years, from software to cc merchants....but we have survived and succeeded. Every year, so it seems, people want to start to count us out and talk bad about us...but every year we remain one of the leaders in the industry.
I have almost become accustomed to being considered an underdog. Hell, if I actually bet on lines that I have seen posted on whether or not we would close, or no pay, or slow pay...I would be able to retire (not towards you, Buzz). My point is this: If you play here, you will be treated well. You will be given fair lines. You will be paid and paid in full. As long as everything in your account is legit and valid...you will be paid quickly. When this does not happen, let me know, and I will get it taken care of.
I agree my CS department has needed some help, but we recently promoted a few people and we have a solid Management team in place for this season. I have let my clerks know what I expect and the understand my position very clearly. I am very excited and I am looking forward to this season, as I know all of you are. I am very confident that all those who chose to play with us, will be pleased. I GUARANTEE if you are not, let me know, and I will get to the bottom of it...one way or another.
Thanks for the time. It seems I always write so much, so thanks for reading.
Jake
P.S. Go CHARGERS!!!
Definately, not lying. Allow me to direct you to our website, more specifically, the help section. You will see payouts are not done on Saturday and Sunday, for Firepay.
http://www.sportbet.com/red_firepay.htm
Name calling is not necessary. I have been posting in these forums since before The Rx was online...when it was only Bworld. Nobody can say I have ever lied on these boards. NOBODY. I am not perfect, but I pride myself on being upfront and honest with all my clients.
Bullseye,
Sorry to hear that you feel that way. We do not necessarily keep high balances in Neteller, for personal reasons. I do not think I need to explain our internal policies. If we need to send someone a chunk of change, and it is not available in Neteller at the time, we simply go over to the Neteller offices with a payment and get it taken care of. I would like to point out that this is a rare necessity.
Buzz, Dogs, Darryl, and the rest:
Thanks for the compliments. This is not always the easiest industry to thrive and succeed in. It is tough and I have found that people are trying to screw you over in a hundred different ways, every single day. We have had challenges that are too numerous to name over the past 3 years, from software to cc merchants....but we have survived and succeeded. Every year, so it seems, people want to start to count us out and talk bad about us...but every year we remain one of the leaders in the industry.
I have almost become accustomed to being considered an underdog. Hell, if I actually bet on lines that I have seen posted on whether or not we would close, or no pay, or slow pay...I would be able to retire (not towards you, Buzz). My point is this: If you play here, you will be treated well. You will be given fair lines. You will be paid and paid in full. As long as everything in your account is legit and valid...you will be paid quickly. When this does not happen, let me know, and I will get it taken care of.
I agree my CS department has needed some help, but we recently promoted a few people and we have a solid Management team in place for this season. I have let my clerks know what I expect and the understand my position very clearly. I am very excited and I am looking forward to this season, as I know all of you are. I am very confident that all those who chose to play with us, will be pleased. I GUARANTEE if you are not, let me know, and I will get to the bottom of it...one way or another.
Thanks for the time. It seems I always write so much, so thanks for reading.
Jake
P.S. Go CHARGERS!!!
