Gamebookers / Partygaming Software problem?

[jobee]

Had a strange problem when betting on UK horseracing at Gamebookers (same as partygaming) yesterday. The odds move quickly for racing before the off, and its not uncommon to have bets rejected for a price change. However in one case the software rejected the bet, but I later found it to have been accepted when checking balances later.

I use the site a lot, had two other bets placed of the same size ($1000) and a few more rejected the same afternoon. I pay close attention to the onscreen messages because these are big bets. I'm absolutely certain I had a complete rejection of the bet, and of course the amount remaining in the account as displayed didn't change (it doesn't unless you refresh it).

Of course Gamebookers deny the problem and won't void the (losing) bet - this is not surprising really though it's a shame they won't do the decent thing and work on the benefit of the doubt. I have no access to their IT records and so there's nothing really I can do about it - I've written the loss off now, but I've urged them to look closely at a possible problem and reserved the right to take it further if a problem is found.

But I think anyone using the site needs to be ultra careful about checking bet placement if a bet appears to have been rejected.

Also be very interested to know if others have had the same problem or similar. I've spoken to two people who believe they've seen the same thing.

Usually (non racing lines) the site is good and very reliable, but I've a feeling racing moves too fast for them. For a non-racing line, they tend to suspend a whole market while repricing, and the bet is "not available" if it's on your slip. I think there's been a rewrite and somethings gone awry. Party/GB are generally a very reliable operation, no problems with them otherwise.

Just to be clear, this is not an "I've lost at party/gb, what do I do" thread, it's a bit of a warning and a request for information on any similar problems.

[20Four7]

Lots of sites have software issues. Pinny doens't always refresh when using dynamic lines, Justbet sometimes goes to the wrong sport when you bet. You must read the screen at all times to avoid this. Again I screen capture every bet at the confirmation screen as I then have a record that includes the transaction number. I'd say pay more attention and double check everything.

[bigboydan]

That happen to me quite a bit back in the day 24/7. I really hated it and all, however I'd sure like the honor of having to suffer through it again nowadays.

Anyways, you can download the screen shot tool here jobee.

[jobee]

I do screenshots, but not when bets are rejected, sadly. I can take the loss here, but the disturbing thing here is the way that Gamebookers are dismissing any possibility of a software issue.

There are some big issues with software at a few online sites. I can think of two bad ones off the top of my head - Totesport will accept a bet at one price but change it behind the scenes, the new price gets displayed and confirmed but you have no chance to reject it. Theoretically you can call them to have the bet voided, but if you're betting to the wire this is often extremely difficult. Also William Hill will often take bets confirmed at a fixed 'early price' at 'SP' (a non fixed price) without warning if they are switching to the industry prices before a race.

Tote know about their problem, which is quite scandalous. It's actually in contravention of the UK gambling legislation which came into force last year. WH as far as I know don't admit to problems, and neither do Gamebookers - in fact after I very carefully explained I'd placed 2 other losing bets of similar size the same day which I wasn't concerned about, as well as a number which had a price change, they very patronisingly suggested I was just sore at having had a losing afternoon.

I don't know how you get through this attitude really. Where there are clear software problems and the book won't admit to them, there's very little you can do apart from attempt to spread the word so people can work around them. Any other industry would listen to the customer, but report a problem in this industry and you are likely to be treated like a crook and usually get your bets limited to pennies.

[jobee]

Little postscript on this. Spent the afternoon with small bets duplicating the problem, and did 4 times out of about 9 attempts. Also discovered the software failed to book two valid bets during this set of tests.

Sent all the details of what to do to the operator, who just replied saying there were no faults in the software and all bets were valid if a receipt had been displayed. Which it had not! I freakin saw the problem happen and I reproduced it and I told them basically what to do, and they won't even try to reproduce it.

I want these morons' bookmaker license now. Incredible. Just installed some screen recording (proper real time sequences) software for tomorrow.

[jobee]

May or may not be of interest, but had a result here. First of all my screen recordings showed up a lot of problems, though not the problem I had. I spent a lot of time going backwards and forwards with them this week trying to persuade them to look at the vids, and eventually got in touch with Bill, which seems possibly to have shifted the logjam. Got the following from them:

Dear Jo,


Thank you for contacting Customer Service.


First and foremost, we would like to apologize sincerely for all inconvenience caused to you by our system. We would like to thank you for taking your time, trying to help us with solving this problem. Your efforts have not been ignored and are truly appreciated!


Please, be politely informed that this is a known issue, which unfortunately is extremely hard to solve, our technical department is working on it and they are doing their best to keep such errors to a minimum until a solution to the situation is found.


As a compensation for all the inconvenience caused, I have added 30 GBP to your available balance. The amount is free and has no restrictions. You can use the funds to wager on our site, or you can cash them out, without having to meet any criteria.


In the future, when placing such bets, please double check if the "rejected" bet is within your placed bets before reentering them, in order for you to avoid this issue. I politely ask you to do this, because unfortunately, it is impossible for us to void bets that have already been settled, if the same are on horse racing or several other types of events on our site.


It's lovely really, because they are admitting the fault completely, and then putting the responsibility back onto ME to have spotted it in the first place. There is a $1000 wager involved here that is void under their own rules (which they sent me several times while denying there was a problem) and they're crediting me with $60. Anyway there's enough here to work with I think and I wrote back demanding the full bet be cancelled.

In the meantime, until the site is fixed, avoid like the plague.

[Bill Dozer]

wow. only 30 GBP!?

If you bet something 2x because of the screen they owe you for the loss.

[jobee]

They came up with a further 50 gbp overnight. Laughable really.

Making the point that they have to void the bet to them strenuously, and quoting their t&c back at them. Enjoying this, as it's the same conditions they quoted at me to try to tell me the bets couldn't be voided because there were no problems with their software and they'd been booked correctly.

It's not as if voiding this bet costs them anything either. They already rejected it. I'm amazed they're digging their heels in really.

[Bill Dozer]

Update for the board: jobee's bet was finally cancelled.

Jobee, I hope they let you keep the 50 gbp.

[Lamia]

Having a few problems myself this week with possible software problems.

Firstly the casino wasn't keeping an accurate tracking of wagering. After about an hours play on Video Poker the wagering was at 0.

Then tonight I placed a £150 bet on Tours at 2.25 which won. When I went to check on my account there was no record of the bet being placed. Unfortunately I did not take a screen shot or take a note of the receipt number.

The bet was layed at Betfair so I am about £190 down.

I have emailed Gamebookers but am not expecting a sympathetic response. It just seems strange that these two things have happened since their site relaunch.

Has anyone else experienced similar problems of late?

[bigboydan]

First off, Welcome to the SBR forum.

This is the thread where I was going to make reference of, however it appears that you already have sir.

[Ortho]

Having a few problems myself this week with possible software problems.

Firstly the casino wasn't keeping an accurate tracking of wagering. After about an hours play on Video Poker the wagering was at 0.

Then tonight I placed a £150 bet on Tours at 2.25 which won. When I went to check on my account there was no record of the bet being placed. Unfortunately I did not take a screen shot or take a note of the receipt number.

The bet was layed at Betfair so I am about £190 down.

I have emailed Gamebookers but am not expecting a sympathetic response. It just seems strange that these two things have happened since their site relaunch.

Has anyone else experienced similar problems of late?

Yes. I deposited to gamebookers for their £25 promotion and last night's wager was not credited against the wagering requirement for the bonus. Emails to support have thus far gone unanswered.

[moonbeam]

Had a strange problem when betting on UK horseracing at Gamebookers (same as partygaming) yesterday. The odds move quickly for racing before the off, and its not uncommon to have bets rejected for a price change. However in one case the software rejected the bet, but I later found it to have been accepted when checking balances later.

I use the site a lot, had two other bets placed of the same size ($1000) and a few more rejected the same afternoon. I pay close attention to the onscreen messages because these are big bets. I'm absolutely certain I had a complete rejection of the bet, and of course the amount remaining in the account as displayed didn't change (it doesn't unless you refresh it).

Of course Gamebookers deny the problem and won't void the (losing) bet - this is not surprising really though it's a shame they won't do the decent thing and work on the benefit of the doubt. I have no access to their IT records and so there's nothing really I can do about it - I've written the loss off now, but I've urged them to look closely at a possible problem and reserved the right to take it further if a problem is found.

But I think anyone using the site needs to be ultra careful about checking bet placement if a bet appears to have been rejected.

Also be very interested to know if others have had the same problem or similar. I've spoken to two people who believe they've seen the same thing.

Usually (non racing lines) the site is good and very reliable, but I've a feeling racing moves too fast for them. For a non-racing line, they tend to suspend a whole market while repricing, and the bet is "not available" if it's on your slip. I think there's been a rewrite and somethings gone awry. Party/GB are generally a very reliable operation, no problems with them otherwise.

Just to be clear, this is not an "I've lost at party/gb, what do I do" thread, it's a bit of a warning and a request for information on any similar problems.

I sometimes have this problems with several well rated books.

But never with gamebookers/partybets.