Bookmaker live game line change error?

[Enikk]

I messaged Genie to see if any of the dispute team has looked into this. Beyond frustrating. I noticed Bovada doesn't even have an option on their live so it will only give you same or worse line and not accept favorable move. I have barely been using the Cris books lately because of this issue

 

[BMR Disputes Matt]

I had a live bet in WNBA change on me today, with "Do not accept any line changes" ticked.

I wagered U 177.5 and it started processing.

After it processed, it spit out accepted at U 174.5

Total bull shit.

I made the bet at halftime and the game was still at half.

I immediately went to chat and asked that it be cancelled.

I was asked to wait.....

They came back midway through the 3q and said bet stands and that I should be happy that I have a better line as of now.

I asked when they will fix this bug and this is what I got:



"We do not have any bug reported at this point.
Is there anything else I can assist you with today?

- 1:20 PM
Obviously this is a bug if it accepts line changes while processing when "do not accept line changes is ticked"
You
- 1:21 PM
That is on live betting because the line changes all the time we cannot hold lines."



I understand that this is just a customer service rep telling me this, but my guess is that this is what the higher ups are telling them to say.

They probably get the same complaint 100 times a day.

I give them credit for not free-rolling me, as I had an enormous edge by time they came back and told me, but this is so discouraging.

Telling your customers there is no bug when it's plastered all over the internet, seemingly not caring and basically saying we can't hold lines during live wagering because they move too fast.

I will not be live wagering at BM anymore, unless this gets fixed, which seems highly doubtful since Caramba and others have tried numerous times with no progress.

Has anyone from BMR staff been able to get an official response from them?

Have you submitted a BMR complaint form about this one Frank?

 

[FrankDexter]

Have you submitted a BMR complaint form about this one Frank?

No. They ruled the bet stood.

It won but I am still down many thousands in added juice with all the extra losses I have eaten with their bugs.

I would gladly give them back the 500 bucks if I had the option to cancel any bet they screw me on with their glitches.

I don't have time to dispute every 5th wager or so with this book and their crappy site.

That isn't an option so I just won't make any more live bets there again until they fix their bugs, and reduce my tons of plays, I make each day, to minimal here.

There have been so many problems going back as far as 5 years now.

There has been little, if any, effort made by them to fix the numerous glitches with their site and they act like they don't know.

BMR Disputes, have you spoken them about their website issues?

Have you received any statement from them regarding this?

 

[BMR Disputes Matt]

Yes we have spoken to them too many times about their website issues and how their customer support deal with complaints about it. Obviously urging changes.

The BMR contact in there is apologetic and understanding but is unable to tell us when this will fixed. I suspect he hits the same brick wall internally that we do as players.

 

[FrankDexter]

Yes we have spoken to them too many times about their website issues and how their customer support deal with complaints about it. Obviously urging changes.

The BMR contact in there is apologetic and understanding but is unable to tell us when this will fixed. I suspect he hits the same brick wall internally that we do as players.

Thanks for the update.

I hope they can fix the site or even have an alternate site that actually works the way it should.

Not very optimistic at this point though.

 

[caramba]

yeah, thanks for checking with them, BMR Disputes.

I sent them another email this week asking for email. Then they did the "We are not aware of this" thing. I then sent another email pointing out the issues had been going on since March and had been reported by several people. I was then told "issue should have been resolved".

BMR Disputes, can you check with your contact if the issue really has been resolved? I feel their agents are guessing most of the time.

 

[caramba]

No need to actually, I just did some testing on my own. Issue has not been resolved and they were lying/guessing/being clueless as always.

 

[FrankDexter]

No need to actually, I just did some testing on my own. Issue has not been resolved and they were lying/guessing/being clueless as always.

Sounds about right.

This place has been going downhill for a while now.

 

[caramba]

3 months with this now.

After they told me this was resolved earlier this month, I told them that was not the case. They asked me to send a video of this. This is just their standard stalling answer, but I did send a newly recorded video like they asked me to and I have not heard back since.

 

[Ace7550]

I'm a big fan of BM/JB. They aren't scared to take action and they pay 25k a day.
But I have also experienced this same live betting issue. I think the problem is that their front-line CS is just terrible. If BMR could just get to the right person I think this could be solved fairly quickly. Until then, I wont be betting live odds there.

 

[BMR Disputes Matt]

I'm a big fan of BM/JB. They aren't scared to take action and they pay 25k a day.
But I have also experienced this same live betting issue. I think the problem is that their front-line CS is just terrible. If BMR could just get to the right person I think this could be solved fairly quickly. Until then, I wont be betting live odds there.

Whatever CS say, senior management knows about the problem. We have spoken to the right person in there about this more than a few times.

He has not explained why it can't be fixed properly over such a long period but says they are trying.

 

[Ace7550]

Whatever CS say, senior management knows about the problem. We have spoken to the right person in there about this more than a few times.

He has not explained why it can't be fixed properly over such a long period but says they are trying.

I appreciate that BMR has tried and am not placing any fault on you guys.
It's total horseshit though. Bookmaker is a huge worldwide sportsbook taking tens of millions of dollars in action every day. They can't fix a relatively minor software issue? Yeah right...

 

[elihu.feustel]

3 months with this now.

After they told me this was resolved earlier this month, I told them that was not the case. They asked me to send a video of this. This is just their standard stalling answer, but I did send a newly recorded video like they asked me to and I have not heard back since.

May I see the video? If you have a video replication of this, this is a real, huge problem.

 

[caramba]

It is, but they don't care. As for the video, it does have my personal info so no I'm not comfortable about sending it to people other than the likes of the company itself and BMR.

 

[Ace7550]

We really don't need video proof. BM isn't denying it.

 

[caramba]

After another frustating day with this book I sent in a 3375 words essay detailing all of their bugs and issues along with videos and screenshots, including this bug that they still haven't bothered to sort after 5 months. (Unless they did recently, I don't check all the time).
I don't know why I bother as it's most likely fruitless, but every now and then the correct person sees these type of emails. And now it's listed in one document. If BMR wants a copy let me know.

 

[Enikk]

@BMR Disputes Matt @BMR Genie

 

[baus]

I believe you Caramba, I most certainly believe you.

Maybe post the video here if you are able to?

I posted about this exact issue a couple years ago at SBR. A certain moderator there basically called me a liar.

BAUS

 

[caramba]

All the videos I have of this has my info on them and I'm not savvy enough to blur details.

I did monitor this bug again today since I haven't in a while and would record a new video if I found anything. However, in the 20 attempts or so when I tried to place a bet with this feature checked, it did as it says it should all time, it didn't accept any bets where odds went shorter.

So MAYBE they have actually fixed it, but then when I asked on the chat if this had been solved, I was told they're still trying to find a fix.

So yeah, the usual clear communication from them ...

Has anyone else had bets accepted at lower odds recently? I haven't bothered with this function lately, but since there were no issues in the 20 times where odds shortened during my testing, I might be confident in starting using it again, despite not getting confirmation from them.

 

[caramba]

I've had "Accept line changes only in my favor" checked for the past 10 days and it's done as it should every time I've placed or attempted to place a bet (and I place a lot), so this indeed seems to have been sorted.

Of course when I asked them about this earlier today, they said they're still working on this, so they are as clueless in their communication as ever.

Still no reply to my email about all their other bugs and issues though.