RESOLVED: Bookmaker Casino - Account Issue

Hi - Posting this in hopes of a resolution as they will not respond and the supervisor laughed on me and chat and said "I am not going to help."  I had a wager where the total was 19.5. The match had 20 games played when the other player retired. At this point as per their rules  "Certain market whose outcome has already been determined will have action, even if the match is suspended after that point" . Even Bovada and Betonline credit a match a win if theres an unconditional result. Meaning no other outcome is possible and that the retirement had no impact to the wager results. The team is not responsive and won't speak to me on it. I am begging for some help here as I play way to much here to be laughed at the one time I bring up a dispute.

Disputed amount: 4000$

Casino: Bookmaker Casino

Case #: 3624

Following up again.

Hi broadways206,

Thank you for reaching out to us. According to the casino’s Terms and Conditions:

“If a match is not completed, Live Bets on the match winner will be void, unless a player is disqualified... ALL match Totals and Handicaps/Spreads will be made void.”

“Certain markets whose outcome has already been determined will have action, even if the match is suspended after that point. However, this rule does not apply to wagers on the side, total, or spread for the full match.”

Based on this, if a player retires before the match is completed, all totals and handicaps/spreads are void, regardless of the score at that moment. Therefore, your wager on the total number of games was voided correctly, since the match was not finished due to the player's retirement.

To clarify it:

“If a wager is placed on the total number of games to go over, that wager has action only if the match is fully completed.”

This means that your wager would only stand if the match was completed in full. In any other case, whether the match was canceled, a player retired, or was disqualified, the bet is considered void, regardless of the score at the moment of interruption.

If you have any further questions or concerns, feel free to ask us. 

But I still haven't received a response and they dont respond

It's been over the 48 hours as promised...,what's the deal here?

They have given my losses in the past for this reason saying it was already determined. Why is this allowed? This is a clear scam.

Hi broadways206,

As you can see from our response, we have explained the situation and why your win was voided. This is clearly stated in the casino’s Terms.

No this was conventionally settled. Please tell me how an over 19.5 can be a loss or a different outcome if already 20 games were played?

Hi broadways206,

We have already explained in our previous response.

“If a match is not completed, ALL match Totals and Handicaps/Spreads will be made void.”

If a player retires before the match is completed, all totals and handicaps/spreads are void, regardless of the score at that moment. 

“If a wager is placed on the total number of games to go over, that wager has action only if the match is fully completed.”

In any other case, whether the match was canceled, a player retired, or was disqualified, the bet is considered void, regardless of the score at the moment of interruption.

No this outcome was already determined so it is not subject to a void. I want my money added or get Lou from BMR involved.

Hi broadways206,

Since the match was not finished due to the player's retirement, the bet is considered void, regardless of the score at the moment of interruption.

THE WAGER WAS ALREADY DETERMINED!!!!!!!!! 19.5 AND OVER 20 GAMES WERE PLAYED. AS PER THEIR RULES!!!!!

As outlined in the casino’s Terms & Conditions and previously explained, the player’s bet was not paid out because the match was not completed. According to the Terms:

“If a wager is placed on the total number of games to go over, that wager has action only if the match is fully completed.”

Based on the available information, we will mark complaint #3624 as RESOLVED.

It was not resolved. BEWARE ITS A SCAM.

Hello broadways206,

We understand that this situation may be frustrating. However, after carefully reviewing your case, we can confirm that the casino acted in full accordance with its stated Terms and Conditions, which you accepted upon registration.

As clearly outlined on the casino's website:

"Handicap and Total Games Betting

If a tennis match is not completed because of a player retirement or disqualification, all handicap and total games bets will be considered void, regardless of the score of the match. Such wagers will be canceled and the monies refunded.

Set Betting

If a tennis match is not completed because of a player's retirement or disqualification, all set betting wagers will be considered void and the monies refunded."

Based on the information you provided and the applicable Terms and Conditions, we consider your complaint to be unfounded and the matter resolved. We have explained in detail the basis on which the casino acted.

We truly hope this has helped clarify your situation. We understand that certain rules may feel frustrating at times, especially when outcomes don’t go as expected. However, it's important to remember that by registering an account, players agree to the casino’s Terms and Conditions. Based on those terms, the casino is within its rights to apply the rules as outlined.