EMAIL RESPONSES

SBR EMAIL RESPONSE TEST: MARCH 9, 2006

Objective: To test the speed and effectiveness of sportsbook customer service by email.

Test Email Submission

Dear sirs,

I just opened a new account with your place and have a few questions.

1) Will you offer lines on the NIT men’s hoops tourney?
2) What betting limits will there be for the NCAA men’s hoops tourney?
3) Are overnite lines offered for either tourney?
4) If I lose all of my initial deposit, is there a reload bonus?

Thanks, Dennis Holcomb

Response time:	60 min or less	1 - 2 hours	2 - 4 hours	4 - 24 hours	over 24 hours	None
Grade:	A	B	C	C-	D	F

Sportsbook Name/ E-mail Address	SBR Response Rating	SBR Comments on Book's Response	Actual Response
Cascade cs@cascadesportsbook.com	Email Test Grade: A+ Sent: 02:26 PM Received: 02:38 PM Time Elapsed: 12 minutes	Quality of Response: Excellent Comments: Dennis appreciates that Cascade took the time to answer his numbered questions the way they were asked. Customer service representative, Angie was knowledgeable enough to get a reply to him in 12 minutes. Account #: C4759	Book's Response
BetTrojan support@bettrojan.com	Email Test Grade: A+ Sent: 02:18 PM Received: 02:30 PM Time Elapsed: 12 minutes	Quality of Response: Excellent Comments: CS agent, Eddie answered each question thoroughly. Dennis now has all of the information needed to start wagering and will make a deposit. Account #: BT3849	Book's Response
The Greek support@thegreek.com	Email Test Grade: A+ Sent: 02:20 PM Received: 02:45 PM Time Elapsed: 25 minutes	Quality of Response: Excellent Comments: Not only did Margaret answer each question, she answered the questions Dennis was about to ask in his next email. Dennis is pleased with the time TheGreek has saved him. Account #: 89324	Book's Response
Skybook support@skybook.com	Email Test Grade: A+ Sent: 02:25 PM Received: 03:02 PM Time Elapsed: 37 minutes	Quality of Response: Excellent Comments: All questions were answered thoroughly. Dennis is happy to hear that he has the ability to get higher limits by phone. He was also happy that CS agent, Vicky made him aware of the bonus terms ahead of time. Account #: X51652	Book's Response
LineWiz support@linewiz.com	Email Test Grade: B+ Sent: 02:35 PM Received: 03:04 PM Time Elapsed: 29 minutes	Quality of Response: Fair Comments: Mike’s honesty has frightened Mr. Holcomb out of moving forward. Dennis wonders why his betting limits depend on the amount deposited and if he would benefit from sending more or less. Dennis is now also wondering what potential problems can occur with a processor. Account #: LW41501	Book's Response
10Bet csd@10bet.com	Email Test Grade: B- Sent: 02:30 PM Received: 03:45 PM Time Elapsed: 1 hr, 15 minutes	Quality of Response: Fair Comments: Dennis had his hart set on betting the NIT tournament but will have to contact 10Bet again to find out if they are a viable option. He will also have to ask 10Bet what they consider to be "early" in reference to the statement, "We post our odds early". Account #: Denny60	Book's Response
BetUSA support@gaminghelp.com	Email Test Grade: C+ Sent: 02:28 PM Received: 03:33 PM Time Elapsed: 1 hr, 5 minutes	Quality of Response: Poor Comments: Dennis is puzzled by Ian’s offer for “further assistance” since he doesn’t feel he received any assistance to start with. Mr. Holcomb’s only remaining question is, How Ian managed to write a paragraph absent of any kind of relevant information. Dennis will pass on BetUSA due to his impression that clerks will not try to help with his account questions. Account #: 71737	Book's Response
BetOnSports cs@betonsports.com	Email Test Grade: C+ Sent: 02:17 PM Received: 05:11 PM Time Elapsed: 2 hrs, 54 minutes	Quality of Response: Good Comments: CS agent, Schweg provided an adequate response. Dennis will consider using BoS for his early morning wagers. Account #: IN251980	Book's Response
Hollywood107 info@hollywoodsportsbook.com	Email Test Grade: C+ Sent: 02:24 PM Received: 06:01 PM Time Elapsed: 3 hrs, 37 minutes	Quality of Response: Excellent Comments: Hollywood addressed each question with a definitive answer. Dennis appreciates personalized service and is prepared to wheel and deal if he is unlucky enough to be eligible for the mentioned reload bonus. Account #: HSB18362	Book's Response
Carib Sports help@caribsports.com	Email Test Grade: D- Sent: 02:29 PM (Mar 9) Received: 09:30 PM (Mar 11) Time Elapsed: 2 days, 7 hrs, 1 minute	Quality of Response: Poor Comments: After nearly two days, Dennis has already deposited elsewhere. CS representative Temeca failed to address all but one of the four questions. Account #: 97177	Book's Response
EZbets support@exbets.com	Email Test Grade: F Sent: 02:40 PM Received: No Response Time Elapsed: N/A	Quality of Response: N/A Comments: No Response Account #: DJH6060	N/A