to Drew Bond and Brad Scott (RE: Complaint-Account:163708081)

[kkkkj]

On March 15. I finally received a new e-mail reply from Brad Scott who is handling my case 163708081.

He inexplicably claimed that he had NOT received the emails I had sent him! He therefore thought I had not contacted the bookmaker in the manner he had requested that I do! He also had seemingly misunderstood what I had been telling him regarding multiple accounts!

I replied to Brad Scott's email from March 15 immediately, and attached the email to Drew Bond as well. As of today, March 17, I have not received an email reply. I am therefore not sure if Brad Scott is receiving my emails.

This case is of severe importance to me and I therefore have no choice but to paste the content of my latest email to Brad Scott onto this forum and hope that he or Drew Bond can start communicating with me and try to help me (names of the bookmakers are being withheld until I know if the bookmakers are willing to cooperate):

"Brad... I have sent you 4 emails in the last month!

Attached you will find a Word document containing all email communication with you and Drew since I submitted my complaint.
Please pay close attention to the email from 15. February (attached in red on page 8 and 9), where it documents what happened when I contacted XXX-XXXX as you requested.
I have done as you asked me to.
I respectfully ask that you reopen my case and do everything in your power to make XXX-XXXX rethink their stance and not steal $2457 in deposits.

If you did not like my tone in the last email I sent you then I sincerely apologise.
I was only frustrated because I had not heard back for 1 month.
I appreciate that what you do to help others is difficult, but given the amount of money involved here this will impact my family in a very negative way if the money cannot be recovered.
As you wrote to me initially, industry standard is that the books return deposits, and that is surely in the interest of this book to do in order to avoid a negative rating and forum complaint.


Please, I beg you: contact XXX-XXXX's XXXXXXX@XXX-XXXX.XXXX.XX and explain that I made contact with them on 12. February and did not hear back (as documented in the attached Word file).


If contacting XXX-XXXX directly on my behalf does not work then please contact their license operator:

XXX-XXXX.XXX is owned and operated by XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

Brad, you also said in the last paragraph of your email: "We cannot make demands on behalf of a person who has opened 5 accounts".
I do not have 5 accounts with XXX-XXXX.
As I explained to you in an attached document in our initial correspondence, I have one duplicate account with XXX-XXXX, in addition to one duplicate account with each of XXXXX, XXXXXXXXX, XXXXXXXXX, XXXXXXXX, and XXXXXXXXXX.
(I've attached this document again in this email)

We have to assume that these 5 bookmakers + XXX-XXXX are all different entities.
I need help with recovering funds from all of them!

Please Brad or Drew, get back to me


My case was assigned by Drew Bond to Brad Scott on 29. January. Since then I have given Brad Scott a detailed and reasonable explanation for the multiple account that he can use in his communication with the bookmaker. I have received ONE request from Brad Scott and that was that I contact the bookmaker by myself. "I cannot do anything more before you do that" he wrote to me on 12. February. Well I have documented to Brad Scott now that I did indeed contact the bookmaker by myself on that very same day! I have no idea if Brad Scott has tried to do anything more to help me after 12. February.

Both Drew Bond and Brad Scott knows in detail what a significant total sum of money we are talking about in deposits here and I am very sad and concerned that they are not communicating with me and at least keep me up to speed on what, if anything, they are doing to try and help me.

Please, Drew Bond or Brad Scott, reply to my email and let's talk. Then you may delete this forum thread.

 

[BMR_Brad]

Hi Wallid,

This is a little bit rude after I have done all we can to help you with this. To remind you what has happened.

29th January - Submit your complaint saying Fan-sport.com has locked your account as you had created a number of multiple accounts.

30th January - I reply explaining that this is a valid reason for them to suspend your account, but tell me why you opened so many accounts and maybe I can appeal for them to be understanding.

31st January - You reply and say you kept opening new accounts as Fan-sport kept limiting your bet size on each account. I reply explaining that this is not allowed and the #1 reason bookmakers do confiscate funds but as you are obviously very new to this to not understand that, I will still contact them and see if we can do anything to get at least your deposit back.

7th February - Our contact says they cannot help but supply and email and phone number and ask you to contact them directly to discuss what has gone on.

11th February - You reply, ignoring the request to contact them, and telling me to speak to someone on some other forum for you. I again ask you to please contact them first as requested.

13th February - You reply again wanting me to join some other forum and saying you want to create forum threads to put pressure on them. I reply "You need to do as they asked and contact them. I cannot do anything more before you do that."

26th February - You email me again asking what I have done and again talking about making forum threads. I do not reply.

15th March - "Hi Brad. YOU HAVE GOT TO GIVE ME A REPLY, I cannot sit idly by and wonder if you are trying to help me or not. It's been one month since I last heard from you. A simple "I'm on it" will suffice. Thanks."



And here was my last, and final reply to you. Which you could have replied to if you wanted to discuss this even further, instead of coming on here and trying to make it look like I have not done my job for you!



-----

Hi Wallid,

I have seen no emails from you at my other email address.

But nothing has changed since we spoke to Fan-Sport and arranged for them to discuss options with you directly.

As you decided to not contact the book as advised, I reported that your deposit was not refunded to our ratings manager and have closed this case.

We cannot make demands on behalf of a person who has opened 5 accounts. You had to speak to them and ask for goodwill as we arranged for you. There is no use contacting me or saying I should be “on it” or anything about other’s problems or posts on other forums. You needed to participate in the mediation arranged, when we arranged it for you.

Good luck for the future.

Brad

 

[kkkkj]

Brad,

First and foremost, please let me assure you that I do not intend to be rude.
You told me in your last email reply that you quoted above that you had not been receiving my emails.
Judging from your reply above ("And here was my last, and final reply to you. Which you could have replied to if you wanted to discuss this even further, instead of coming on here and trying to make it look like I have not done my job for you!") it seems you are indeed not receiving my emails because: the email of mine that I am quoting in the OP is my email reply to the message I have just quoted from you.
I sent it both to bmr.brad@bookmakersreview.com and brad.scott@sportsbookreview.com, and I copied Drew Scott's email address in both times.
If you cannot find that email from me from 15 March then I respectfully suggest you check your spam filter or ask Drew Scott for confirmation that maybe he has received a copy of this email to his mailbox.

The only reason why I brought this issue out on the forum is because I am not sure if you are receiving my emails - something it looks like you have just confirmed.

If you have read the attached Word document that I sent you and in my latest email reply to you on March 15 documenting all the emails I have sent you, then you would have noted that this is the correct order of events:


29th January - Submit complaint saying Fan-sport.com are not cooperating.

29th January - 22.52 CET Receive a reply from Drew Bond, saying you have been assigned to my case and that I can reach you at bmt.brad@bookmakersreview.com

30th January - 09.32 CET I email bmt.brad@bookmakersreview.com and explain that I've set up ONE extra account with Fan-Sport. I also inform you that I've just sent an email to Fan-Sport where I explain this and ask for deposits to be returned.

30th January - 13.54 CET I email you again and I show you screenshots of my email conversation with Fan-Sport. I show you a screenshot of their full message where they reply to me that they have decided to close my gaming account. Fan-Sport mention here that "the deposits will not be returned and paid-down in cost for work connected with the investigation and blocking." I point out to you that my deposits total $2457.83 and that this is very unreasonable amount on their part to confiscate. I plead for your help.

30th January - 18.32 CET You reply explaining that this is a valid reason for them to suspend my account, but ask me: "what was the reason you opened multiple accounts there?"

30th January - 23.47 CET I reply to your email and explain in detail in a very long attached Word document why I have created ONE extra account with Fan-Sport, citing the reason that I was never asked to provide any documents for my original account with Fan-Sport and therefore thought they would not care (You're also in this Word document given a mention about 5 other bookmakers where I have the same problem, but these 5 other bookmakers have nothing to do with Fan-Sport and the only reason I mention them at this juncture is because I want you to help me with them after we are done with talking to Fan-Sport. I point out to you Brad that between Fan-Sport and these 5 other bookmakers I have around $18,000 in deposited money and that I need your help).

31st January - 00.00 CET You reply and thank me for the detailed explanation I just provided. You remark: "Fair industry practice is that the book should refund your deposit though, so I will reach out them and request this be done for you."

4th February - I email you and express my concern about the situation, asking if there is anything I give you of additional info that might help.

5th February - I again email you, and in a very respectful tone I ask for an update.

7th February - I email you and give you some tips on contacts/info about the 5 other bookmakers. For Fan-Sport specifically I give you the link to a representative of their company who I found out via a google search who is negotiating to resolve disputes on behalf of this bookmaker. I show you a quote from this Fan-Sport representative where the person says verification is "optional" and that it's the "security service of the company" that will request verification upon withdrawal - if they "suspect a violation of rules". (I found it very disheartening that you did not reply to this email in particular, because I thought some of this information would be of use)

11th February - 14.36 CET You email me and explain that your contact says they cannot help and you state: "you must contact the support team via online chat or call by number xxxxxxxxxx" (note that this email from you was received on 11. February and not 7. February as you claim)

11th February - 16.17 CET I reply directly to your message, and provide a draft for how I want to address the bookmaker via their chat, showing you that I intend to contact the bookmaker exactly how you have requested.

11th February - 17.50 CET You reply to this email and write "I think that sounds very good".

11th February - 19.45 CET I reply to your email and explain that I have just contacted the bookmaker via chat and was given an email address that the chat operator wanted me to contact. I attached screenshots of the chat dialogue to show you proof that I had contacted the bookmaker the way you had requested. I then ask you in this same email if it would be better that you contacted them via this email address on my behalf (my thought process being that I had already been unsuccessful in trying to talk with them via email address, as I explained to you 30th January). I ask you specifically in this email on 11. February if you are willing to contact them via email on my behalf.

12th February - 17.26 CET I email you and ask if you can please reply and tell me if you are willing to email the bookmaker on my behalf (I guess this is where the misunderstanding between us arose, because I was under the impression that I had done exactly as you had asked me to: contact them on chat. I now wanted to know if for the next step you were willing to talk to them on my behalf via email. At this point you were well aware that the bookmaker had replied to my email 30. January and basically told me that they are closing my account and keeping all the deposits. I therefore thought that you would see and understand that me emailing them one more time would most likely not lead to anything). I also ask you in this email if it's advisable to create a SBR forum thread parallel with sending them an email, so that the bookmaker cannot hide what they are doing.

12th February - 18.05 CET You reply and say "You need to do as they asked and contact them. I cannot do anything more before you do that."

15th February - 17.11 CET I reply to your email and inform you that on 12th February I did contact the bookmaker via email (after receiving your message). I provided to you screenshot of this email that I sent the bookmaker and explained that I had not received a reply (I still have not received a reply to this date). I point out to you that this is shocking to me that they are confiscating $2451 worth of deposits - especially when the only withdrawal amount on the account is $51.60 (you have seen screenshots of all deposits/withdrawals on this account and know this to be true). I ask you how you want to proceed with this case. I suggest to you that I put this out in the open on several bookmaker forums since it appears that the bookmaker is not willing to communicate. I also make mention of the Fan-Sport representative that I mentioned to you in email on 7th February, and point out that this representative has written the following on a forum: "In case of disputes, we recommend always contacting Fan Sport Customer Service by sending an email to: support@fan-sport.com.ua or contacting the free hotline: 0 800 502 441. Customer service will answer all questions 24/7 and will help to solve any situation regardless of complexity.)" It is my hope at this point that you will reply to this detailed email of mine and inform me what should happen next.

18th February - I again email you and remind you what I had written to you in email 15th February. I write that I really appreciate you helping me, but that I am starting to feel restless (given the amount of money confiscated). I ask you what the plan is. I point out to you that once SBR gives Fan-Sport a rating, there is nothing left to use as leverage. I also point out to you an article where it is mentioned that Fan-Sport is the sponsor of the esteemed football club Dynamo Kiev, and that it claims in the article that Fan-Sport have 50 betting offices in 6 Ukranian cities and that they expect 300 offices in the future. I mention that this does not sound very believable when their chat support is not able to provide a single answer to my questions and instead refer to an email that I should contact.

 

[kkkkj]

26th February - 12.57 CET I email both bmr.brad@bookmakersreview.com and brad.scott@sportsbookreview.com (for my last email messages to you I had used BOTH these addresses just to make sure that you would receive my emails) : "Hello again Brad. The days are passing by and the longer this goes without me speaking out in a public forum the more I fear that they will think that I have just "accepted" their theft." I close the email by saying that I hope you will have some good news for me soon (at this point I am assuming you are still working to try and communicate with the bookmaker).

26th February - 20.56 CET I email bmr.brad@bookmakersreview.com again, explaining that the message I sent you 6 hours ago to brad.scott@sportsbookreview.com came back (for the first time) with a "undeliverable" error. I was assuming at this point that since the bmr.brad@bookmakersreview.com did not send back any "undeliverable" error that one way or the other you would find a way to receive and read my emails from one of these two accounts.

26th February - 21.17 CET I email Drew Bond and explain that as of today my email to brad.scott@sportsbookreview.com had come back with a "underliverable" error. I point out to Drew that you had not replied to my latest messages and that I was worried because the last time I heard from you was 12th February.

26th February - 21.19 CET I receive an email reply from Drew Bond where he says he has forwarded my correspondence to you and that you will reply to me.

4th March - I email Drew again and point out that it's been another week and I still have not heard back from you. I tell Drew that I am afraid to contact you again in fear that I might annoy you. I mention to Drew that the last I heard from you was 12th February and that my last emails have not been responded to. I close out the email by saying "Drew, can you please at least confirm that Brad is still on the case and what I can expect in the next days in terms of receiving replies and help? If it's a long wait then I am fine with that, but then I would like to know that it's a long wait. Thank you and sorry for the long-winded email. I am just really worried."

13th March - I email Drew again and write: "Hi. Can you please reply to my email from March 4 and acknowledge my concerns? Thanks."

14th March - I email you (Brad) one more time (to both your email addresses, as I have done with every email): "Hi Brad. YOU HAVE GOT TO GIVE ME A REPLY, I cannot sit idly by and wonder if you are trying to help me or not. It's been one month since I last heard from you. A simple "I'm on it" will suffice. Thanks."

15th March - 12.31 CET You finally reply to me and write: "I have seen no emails from you at my SBR email address.But nothing has changed since we spoke to Fan-Sport and arranged for them to discuss options with you directly. As you decided to not contact the book as advised, I reported that your deposit was not refunded to our ratings manager and have closed this case. We cannot make demands on behalf of a person who has opened 5 accounts. You had to speak to them and ask for goodwill as we arranged for you. There is no use contacting me or saying I should be “on it” or anything about other’s problems or posts on other forums. You needed to participate in the mediation arranged, when we arranged it for you." Three things that ran through my head once I read this reply from you: 1) You've misunderstood what I was saying about "5 other bookmaker accounts" - this had nothing to do with Fan-Sport and the only reason I mentioned it to you was because I wanted your help with those 5 other bookmakers once you had finished doing what you can for me with the Fan-Sport case. 2) You've not noticed that I have contacted Fan-Sport the way you had requested and that I informed you of this in email on 15th February, 3) If it's really true that you have "seen no emails" at your SBR email address from me, then I should try and communicate with you somewhere else than via email.

15th March - 15.38 CET I reply to your email (and also attach Drew's email) with the text I quoted in the OP. I attached a Word document in this email that document this whole email communication that I am summarizing in this forum post. As you can see from the quoted text in the OP I tried to explain to you what had happened while also apologising and being respectful. You did not reply to this email.

17th March - I create this forum thread, ONLY because you claimed that you had not seen any emails from me at your SBR email address. I therefore did not know if there was some messages getting through that you would see, and some messages that you for some reason would not see. I had to make sure that you would see my latest email reply and have the facts. It wasn't an attempt to make it look like you had not done your job for me. It was my only way of finding an alternative way of communicating with you where I would know that you had read it. As I wrote in the OP: "Please, Drew Bond or Brad Scott, reply to my email and let's talk. Then you may delete this forum thread."

18th March - 00.55 CET As I sit here and write this post I feel emotionally drained and heartbroken. I have given you everything I have in trying to explain this situation to Brad Scott as detailed and as well documented as possible with screenshots. I have a total of $18,000 in deposited money that I need returned or I will be financially crippled. I am thinking that if SBR cannot help me then noone can. This is giving me nightmares. If there is ANYTHING at all you Brad and you Drew want from me, then I will provide it and keep a respectful tone. I am begging you to PLEASE keep this case open and help me!!

 

[BMR_Brad]

The bottom line is that I cannot help you convince Fan-Sport that they should pay you.

From your reaction I believe that you really believe you have been wronged, but BMR cannot make demands on behalf of someone who has opened multiple accounts to avoid bet limit restrictions.

You've broken the rules and it is with fair industry practice for them to confiscate your winnings. They should refund your deposit but as explained, they wanted to speak to you directly about that.

 

[kkkkj]

The bottom line is that I cannot help you convince Fan-Sport that they should pay you.

I respectfully suggest that so far you have not tried to do any convincing. You have informed me on 11th February that your contact have told you that I must "contact the support team via online chat or call by number". I then provided screenshots proof via email on 11th February that I had contacted the bookmaker via chat, and on 15th February I provided screenshots proof that I had contacted the bookmaker via email. What have you done after that?

From your reaction I believe that you really believe you have been wronged, but BMR cannot make demands on behalf of someone who has opened multiple accounts to avoid bet limit restrictions.

Again, I respectfully disagree. You informed me via email on 31st January that "Fair industry practice is that the book should refund your deposit though, so I will reach out them and request this be done for you." Have you reached out to the bookmaker and request that the $2451 worth of deposits be refunded like you said you would do?

You've broken the rules and it is with fair industry practice for them to confiscate your winnings. They should refund your deposit but as explained, they wanted to speak to you directly about that.

With respect, this comment from you is bizarre. I have just explained in detail in the above post that I have tried to speak with the bookmaker directly both via chat and email! Do you not read what I have just posted (and also emailed you)? Why is your default reply that it's me that have not done what is asked; when in fact it is you that have not done what is expected from a SBR representative? I'm not the only one reading this thread who finds it very strange that you have not addressed my post specifically, where I claim that on 15th February I sent you an email with screenshot proof that I had contacted the bookmaker via email.

Here is my quote from the email I sent you 15th February (that you have received to both your email addresses):

"I sent security@fan-sport.kiev.ua an e-mail on 12. February (see attached screenshot). I included in that e-mail the 3 screenshots of my account that I sent you. I have not received a reply.

I also went on their chat just now and asked for an email address for the manager/owner (see attached screenshots). They were not helpful.

To not even receive a reply from the security department is shocking. If they are just going to confiscate 2451,49 USD in Bitcoin deposits then that breaks my heart. You can't let them get away with this Brad. Please help me!!"

This clearly shows that I was attempting to speak with the bookmaker directly like you had requested that I do.

At least we are in agreement on something: the bookmaker is entitled to confiscated winnings, but should return deposits.



Two more things I find very strange:

1) You say this matter has been escalated to your ratings manager. Why is it then that any mention of this $2451 theft is nowhere to be found on sportsbookreview.com?

2) Two days ago (19th March) I sent both you and Drew Bond an email that for some inexplicable reason neither of you have replied to:

"Hello Brad and Drew,

As you noticed I have replied to Brad's message in the forum thread:

https://forum.bookmakersreview.com/...and-brad-scott-re-complaint-account-163708081


I think this is a misunderstanding between us.
Brad was under the impression that I had not emailed the bookmaker, and I have now proved that I did in fact do so.
Based on this I think it would be fair of you to reopen my case and attempt to make contact with the bookmaker, either via security@fan-sport.kiev.ua, support@fan-sport.com.ua, or their license provider.

SBR is often referred to as "the primary independent watchdog of the on-line sports".
Given this respected reputation I think anyone who knows my story of how $18,000 is being kept at these bookmakers would expect SBR to help me.
I am respectfully holding out my hand and saying "sorry" for anything I may have done to offend you.
I would like to see us communicate via email and let them forum thread be deleted."

You, Brad Scott, were clearly not happy about this forum thread being created. Why do you then refuse to communicate with me via email, and instead come into this thread and reiterate your false claim that I have not done as you have asked me to?


Drew Bond: you were apprised of these developments with trying to communicate with Brad Scott on 26th February. You replied within 2 minutes and aknowledged my concern. Today we write 21 March and it's been almost A FULL MONTH of zero development in this case! I respectfully suggest that you sort this out and give me the sort of help that is befitting of SBR's reputation and monicker. Please reply to me via email.