Complaints

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• Initial Complaint

  Date:07/07/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I receive veterans benefits and my **** of America account was hacked and transactions were made to betfred sportsbook. There were five transactions made totally $800. I made a complaint with my bank and a police report but I was told I have to contact the merchant. I contacted them, put a stop payment on my bank to prevent future charges and they still will not refund my money. I am a disabled veteran and my life depends on my veterans benefits. I cannot believe they will not return my money! I provided all the correct information. I told them I am contacting the gaming commission to report them. To take advantage of a veteran is a shame! Give me back my money!

  Business Response

  Date: 07/10/2023

  Hello, my name is *******************, and I am the Player Experience Manager with Betfred Sportsbook. I am writing to you in response to the fraud claims made by ******************* regarding our service. We have conducted a thorough investigation of this matter and found no evidence of any unauthorized transactions on the account. According to our records, all the deposits made on the account were done from the address ************************************************************, which matches the billing address of the card used for the payments. We use a tool called ********** to verify the location of our customers, and I have attached the screenshots of the verification process for your reference. Therefore, we conclude that either ******************* or someone in her household made the deposits willingly and knowingly. That is why we informed her that we would not be able to process a refund. Thank you for your understanding and cooperation.
  
  

  Customer Answer

  Date: 07/10/2023

   
  Complaint: 20187573
  
  I am rejecting this response because: notice how they said ******************* OR someone made those transactions! They can not conclude for a fact that I was the one to make those transactions! They are a scam and taking advantage of a disabled veteran. I will be getting my money back!
  
  Sincerely,
  
  *******************

  Business Response

  Date: 07/31/2023

  ##- Please type your reply above this line -##

  Your request (******) has been updated. To add additional comments, reply to this email.
  

  Adriana(Betfred Sports) Jul 27, 2023, 09:32 PDT Hello, On 7/10 we responded to the claim. Let us know if you need further action or assistance from us. Best, ******* Player Experience Specialist Betfred Sportsbook

  Customer Answer

  Date: 07/31/2023

   
  Complaint: 20187573
  
  I am rejecting this response because: I am waiting for the merchant to return the money to my bank so I can receive a refund. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 07/31/2023

  Hello, my name is *******************, and I am the Player Experience Manager with Betfred Sportsbook. I am reaching out to you in regard to the fraud claims made by ******************* regarding our service. I understand how upsetting and frustrating this situation must be for you, and I want to assure you that we take these matters very seriously, and I have attached the screenshots of the verification process for your reference.

  Based on this information, we have to conclude that either ******************* or someone in her household made the deposits willingly and knowingly.

  That is why we informed her that we would not be able to process a refund. I apologize for any inconvenience or distress this may have caused you, and I hope you can understand our position.

  Thank you for your understanding and cooperation.