Betstars grading bet incorrectly

[jonire]

I had an Under 9.5 rounds bet on Mayweather - McGregor graded as a loss on betstars.
I wrote to support and they said "it was over because it ended in the 10th round".
Their rules say the .5 round means the 1:30 mark of the round(it ended after 1:05).
It's a pretty standard bet that I've done a lot in the past and it is a pretty straightforward clear type of bet.I wrote to SBR as well, not sure what the best course of action is and the amount was significant.

I do think it's incompetence based on their answer and not bad intentions

[jonire]

https://www.betstars.com/games/rules/boxing-mma/

"For the settlement purposes of the Total Rounds market, where half a round is stated, 1 minute 30 seconds of the corresponding round of the fight.If the number of rounds for a fight is changed after this market has been set then all bets will be void."

[Optional]

I'd suggest just trying again by email and asking for a manager to take a look at it.

But you are also welcome to fill out a sportsbook complaint form and SBR may be able to reach out to them.

[jonire]

Thank you.
I just did both, hoping for the best now :-)
I am sure it's not a bad intention on their part, they just cut a lot of costs lately and their CS are way less competent than before

[Optional]

Yeah it just sounds like a grader error. I think as soon as a manager sees it they will fix it.

[jonire]

Hope so but kinda doubting it.
They said their "trading department" reviewed it and said it was a loss because it "ended in the 10th round".

A mistake like this that stands after a first review by the department is disappointing as this was probably the largest betting event in years, not an obscure event.
Maybe the manager of the department was out for the weekend and other reviewed in his absence.