BetOnline is trying to steal $65,000 from me (&cliff notes)

[darkassassin89]

Wow congrats

 

[fugitive67]

oh awesome ... thank god, but wow to have to go thru all those hoops ... im sure your persistence was the key, but having a sounding board like this community probably didnt hurt either ... im sure betonline isnt interested in any bad press

 

[PC69]

We have contacted BOL and will give them an opportunity to respond to this thread (in more detail than before) and particularly to the points DM has mentioned above.

Its great to see Greg get his money. However in light of the recent threads on BOP, wouldnt you think they would be more inclined to provide a better answer sooner than later? In hopes of keeping some players who have left there site, because of said threads?

Four days and possibly more seems like a while from the time you posted that they were contacted, although the only reason for this that I can think of is maybe there waiting till they pay Greg in full..

Anyway just looking for some thoughts and feedback on this. Thats all

 

[PC69]

Still waiting and curious to see how long BOL will take to respond.....

 

[BetOnline]

Greetings, and thanks for the invitation to answer your queries and get some closure on this player’s case. As you know, the player IS being paid his winnings as and when requested by the player.

As you know, poker is new to our operation. As you’re probably also aware, BetOnline is the fastest growing sportsbook in the US.

On the back of this, our Player Services organization has been occasionally overwhelmed, but learning as we go and we’ve been setting up our poker fraud team as part of our overall security group. There HAS been some confusion between the fraud team and player services as to who and when should be in touch with players, as well as what information is available to the front-line PS agents, hence the problems in communications to the player. There were also issues with the policy on what HHs we can release and what we cannot, and some unacceptable delays in generating and evaluating the reports. This case suffered from all of these.

To correct those deficiencies, we have initiated several new policies and processes:

1. Any player suspected of chip dumping or other fraudulent activities will be contacted as soon as the investigation starts.
2. We can release a player’s hand history but we cannot release history involving other players unless those other players agree to it.
3. We’ve significantly added to the poker fraud team with very experienced personnel who are available 24/7 for escalated cases to ensure a quick turnaround on any investigation.
4. Our fraud team will produce a full report at the end of the investigation which will be available to Player Services agents who will manage all player communications. This will have all information relating to the case including risk management information and hand histories.

So mea culpa. The player was wrongly accused of violating our rules by our poker fraud team – who should and do know better. When the player challenged the decision, we too challenged the poker fraud team to substantiate it. And we turned to additional poker experts to review it so we would be 100% sure that he WAS in violation of our rules, or 100% sure that he was NOT. The fraud team got it wrong: he was not in violation.

The player will be paid as requested and the processes and policies above will hopefully ensure a similar situation does not re-occur.

 

[PC69]

Thanks for the response. However its not one that would convince me to play there again. For BOL's sake maybe it will however convince other players to go back to your site.

 

[JOEBOB69]

Greetings, and thanks for the invitation to answer your queries and get some closure on this player’s case. As you know, the player IS being paid his winnings as and when requested by the player.

As you know, poker is new to our operation. As you’re probably also aware, BetOnline is the fastest growing sportsbook in the US.

On the back of this, our Player Services organization has been occasionally overwhelmed, but learning as we go and we’ve been setting up our poker fraud team as part of our overall security group. There HAS been some confusion between the fraud team and player services as to who and when should be in touch with players, as well as what information is available to the front-line PS agents, hence the problems in communications to the player. There were also issues with the policy on what HHs we can release and what we cannot, and some unacceptable delays in generating and evaluating the reports. This case suffered from all of these.

To correct those deficiencies, we have initiated several new policies and processes:

1. Any player suspected of chip dumping or other fraudulent activities will be contacted as soon as the investigation starts.
2. We can release a player’s hand history but we cannot release history involving other players unless those other players agree to it. All the HH of any player involves other players.I'm inclined to think every player has the right to there HH.(this is the way it's been done forever on all creditable sites.
3. We’ve significantly added to the poker fraud team with very experienced personnel who are available 24/7 for escalated cases to ensure a quick turnaround on any investigation.
4. Our fraud team will produce a full report at the end of the investigation which will be available to Player Services agents who will manage all player communications. This will have all information relating to the case including risk management information and hand histories.

So mea culpa. The player was wrongly accused of violating our rules by our poker fraud team – who should and do know better. What were your fraud teams qualification to make them experts in chip dumping.When the player challenged the decision, we too challenged the poker fraud team to substantiate it. And we turned to additional poker experts to review it so we would be 100% sure that he WAS in violation of our rules, or 100% sure that he was NOT. The fraud team got it wrong: he was not in violation. Does the person\persons that screwed up this case still have a job in BOL fraud department?

The player will be paid as requested and the processes and policies above will hopefully ensure a similar situation does not re-occur.

I would like to say thanks for responding.I'm glad this player is getting his money back.There is still players that say BOL shut down there account using chip dumping as an excuse.Here are two more players that say BOL stole from them on 2+2
http://forumserver.twoplustwo.com/28/internet-poker/help-betonline-robs-me-11-4k-1120651/index2.html

 

[dj11]

As Corporate replies go...decent.

Fix the connection issues post haste, and I might give BOL another try.

Keep in mind you may not have a really long time to do this. If some sort of Poker Legislation in the US comes along quickly, you will have lost a window of opportunity that will be hard to reclaim. You must know complete operations are waiting in the wings for such legislation to appear. Once they do appear, smaller operations will have little chance of improving their share of the market.

 

[darkassassin89]

As Corporate replies go...decent.

Fix the connection issues post haste, and I might give BOL another try.

Keep in mind you may not have a really long time to do this. If some sort of Poker Legislation in the US comes along quickly, you will have lost a window of opportunity that will be hard to reclaim. You must know complete operations are waiting in the wings for such legislation to appear. Once they do appear, smaller operations will have little chance of improving their share of the market.

Yea because If FTP comes back, i will play there again if US is allowed. All for th software. Im hoping they dont change the core of it.

 

[Cdub512]

Congrats on getting your money back greg! It's like an early christmas present!!