I hoped that I would be able to solve this over e-mail with them, but it hasn't worked so far. I have no doubt about my case - this is not a random rant.

It doesn't help that there is serious money involved.
To make a long story short, yesterday (European time) they made a mistake about the settlement of a bet (which shouldn't be my responsibility) and later just DELETED a ticket, a game that was already in progress, and that I later won, claiming that it was placed by money incorrectly added to the account. This is not simply true, and I can back my claim by e-mails and evidence.

When I requested information about the bet (date, stake, odds amount) they claimed that they couldn't access information on it cause it was deleted already. This can't be, as another supporter earlier cited the ticket number and odds (in this case, -117). I couldn't find it in pending nor settled bets, so apparently they took both my winnings and stake for no reason.

I would like to elaborate more on the case, and I'm not afraid to put the facts on the table. Nobody should be cheated like this. Before I do this, I would appreciate some advice on what to do in a situation like this. Are there some media outlets that would be interested in my story? How about legal action? The sooner the better.

How about posting all of the facts and then we can weigh in with our opinions. The answer is 'it's impossible to come to a conclusion with the info you have given us'. Present your case. People will tend to give Pinnacle the benefit of the doubt unless you can provide evidence they have wronged you.

It should be noted that the OP is enough of an idiot to have initially started this thread in ATF.

so you knew they resulted the game wrong and bet anyways?

are you ******ed?

you are trying to freeroll them scum

what would happen if you lost the bet ??

I think he's saying that Pinnacle misgraded a bet which put money back in his account. Then he took that money, placed it on another bet, and they cancelled that ticket while the game was in progress, under the theory that he wouldn't have had any money to make the bet with if the misgrade never happened.

I'm going to guess the bet was made as soon as he realized it was a misgrade, too.

I am ready to show all the emails and information. First of all, I haven't used 2+2 in ages, so did I post it in the right place? If not, can an admin move it?

I am not ******ed, but I'm pretty upset with the situation and it didn't help that I was on tilt. Currently I'm waiting for a final reply from Pinnacle. Guys, please keep a friendly tone.

Why do people continue to believe if odds are grossly mispriced, or if the book accidentally grades a win as a loss or vice versa that it's NOT MY PROBLEM and then they act like they're being ripped off after the book corrects the mistake?

All these posts should be merged into one toxic thread, or better yet deleted.

You likely were taking advantage and got caught, be glad they didnt close your account

imagine it was the other way around and his bet that won was graded as a loss lol

i wonder if it's "not his problem" then

He emails them, they apologize and fix it?

What you're suggesting is that they not only correct the mistake for people who were wronged, but allow people who benefited to keep their winnings. Doesn't make sense. Every single reputable online book follows the same procedures. If a team is - 15 and accidently listed as +15, the bet won't stand once they figure it out. Same if a winner is graded as a loss, or vice versa. How dumb can you be?

I see that several people were quick to draw conclusions already. Maybe some of you are affiliated to Pinnaclesports in some way.

Admittedly, however, last night I was quite angry and didn't write the story in detail, which I'm going to do now.

I wouldn't write this long a story without a real case, and I believe that people must stand together when such a thing happens. It could happen for you next time.

So, there are three matches in question, all basketball: Maccabi Tel Aviv-Zalgiris (started 20:05), Baskonia-Panathinaikos (21:00) and Miami Heat - Toronto Raptors (01:00, at night).

So my first bet was on Maccabi -3, actually twice with some time in between. Somewhat later I bet on Panathinaikos -8.5, during the game. At that time there was quite sufficient funds in the account.

The settlement of the Maccabi bet only came later, and they indeed made a mistake: They counted the result as 93-77 instead of 77-93.

I didn't realize this at first, but that fact doesn't change anything. A little while later I made a bet on Miami -4, which indeed, if we take their grading mistake into consideration, put my account into minus.

Now the wicked part comes in. They realized their mistake, but instead of shaving off an appropriate amount of my new Miami -4 wager (and there was about 2 hours until the start of the game, so it was not in progress or anything) they settled AFTER the Baskonia-Panathinaikos game finished, and simply DELETED the whole ticket for that game (63-72, so a difference of 9), which had nothing to do with it.

As I had a -8.5 handicap I won this bet, but I realized that I couldn't see it in neither pending nor settled bets, so I quickly sent them an e-mail.

As I made this bet much earlier than the Maccabi game settlement, it couldn't possibly have been made while my account was in minus.

I get the information that they "deleted ticket 707182132 - Basketball - Live Euroleague - Panathinaikos BC -8½ (-117) for Game due to account in minus."

Which is complete bull****, as only the Miami -4 bet put my account into minus. They just used the situation to take my winning ticket and run with both the stake and the winnings. Then they shaved down on the Miami -4 wager as well, but unappropriately much for the whole picture to make sense.

I would not have written this story if the correction was done properly. Mistakees happen. However, the point of the story is that my Panathinaikos -8.5 bet had nothing to do with anything, yet they took my stake and winnings, too.

So far during the whole e-mail exchange I dealt with 5 different supporters and they still fail to see my point of view.

Several times I pressed for the exact wager time, stake and odds for my Panathinaikos bet. The first reaction was:

"There is no way we can check or return this wager at this time, since this wager was placed using funds incorrectly added to your account."

No, it wasn't. It had nothing to do with anything.

The second was:

"Dear Client,

We apologize however , we can not locate your wager with the ticket number you have provided.

For us to better check the wager you are referring to, please provide us your client ID and the ticket number of your wager."

Huh?

Later on they confirmed the odds (-117) and stake 16,997.49 DKK, but didn't want/couldn't tell me the exact time of wager. It makes me wonder. So they have cheated me out of approximately 31.000 DKK as of now.

There is a timeline of events and it doesn't happen backwards. I also wonder, why do they rush to delete a ticket, so that I can't even trace it?

By the way, I lost the Miami -4 bet as well, and they didn't cancel that. Well, that was the bet that made my account go into minus, and if they had cancelled the whole thing on the spot, I wouldn't mind.

I hope that the story makes a little more sense now. There are no two ways about it. I would appreciate some advice. I am ready to put everything on the table.

This is simply cheating the customers.

Read their terms.

We have the right to recover from you any amount overpaid and to adjust your Account to rectify any mistake. An example of such a mistake might be where a price is incorrect or where we enter a result of an event incorrectly. If there are insufficient funds in your Account, we may demand that you pay us the relevant outstanding amount relating to any erroneous bets or wagers. Accordingly, we reserve the right to cancel, reduce or delete any pending plays, whether placed with funds resulting from the error or not.

Gg.

The easiest way to avoid this "issue" is to alert them to the mistake immediately. Not to make new bets with money that was never yours.

the -8.5 bet didn't put the account into the minus is what s/he is saying. they appear to have cancelled the wrong bet if i'm understanding this right. the miami game, which is what would have put the account into the negative after the corrected grade.

is this what you're trying to say?

No, it clearly says they can and will cancel any pending bets as soon as your account goes negative, regardless of which bets put you into the negative. The only answer is to don't bet with money that isn't yours. If he never made the heat bet, they would have just reversed the wrong grade, and his other bet would have stood. But he was taking a shot at them, betting with what was their rightful money, and he paid the price. Saying "it was their mistake and not my problem" is meaningless. The winnings weren't rightfully his, and they immediately took back what was theirs, as was clearly stated in their terms. Don't take shots next time.

I'm not sure if you have a learning disability or something so I'll try to simplify things for you.

There were two wagers pending when the account went into the negative. One was allowed to stand (the bet that put the account into the negative), one was cancelled (a bet that did not put the account into the negative). The bet that put the account into the negative was not cancelled. The bet that did not put the account into the negative was cancelled.

Because of this, and the ambiguous wording in their policy, one reasonable view of the situation would be that they simply cancelled the incorrect game.

I guess you can't be bothered to read. Straight from their terms, posted a little bit above:


We have the right to recover from you any amount overpaid and to adjust your Account to rectify any mistake. An example of such a mistake might be where a price is incorrect or where we enter a result of an event incorrectly. If there are insufficient funds in your Account, we may demand that you pay us the relevant outstanding amount relating to any erroneous bets or wagers. Accordingly, we reserve the right to cancel, reduce or delete any pending plays, whether placed with funds resulting from the error or not.

Read the bolded again, very sllllooowwwwly.

Derp derp derp indeed, I must have a learning disability!

Yeah that's been established. I don't know why you keep posting it.

I'm pretty sure pinnacle is above cancelling a winner and keeping a loser just because their T&C are worded ambiguously. Is that what you're suggesting? I really can't figure out what point you're trying to make.

It's been established that they can void any bets once your account goes negative, even ones that weren't placed with funds resulting from the error, which is exactly what they did. Not sure how this rises to the level of CHEATING as the OP put it, but maybe I'm slow.

Right, I know that. They voided one bet, but kept the other. You understand that part right?

OP should read T&C.

They cannot allow some bets to be allowed once you go negative... DUCY?

Yes, that's exactly right. Not only that: They didn't just cancel it, they waited for the match to end, then upon an unfavourable result, just deleted it and kept both the winnings and the stake. Why not just cancel the pending bet, which had quite a while till kick-off? And it never showed up in my history (as in, "void" or "cancelled") they simply deleted it, like it never existed.

Not to mention that this practice gives a huge loophole to cheating customers. Following their logic, as a bookmaker you can make a mistake like this, and if the customer makes further bets, you can just await the result of the game(s) and then delete the unfavourable ones??


Does that sound fair and reasonable? I wouldn't mind a fair correction, but this is just absurd. I want them to change this decision.

Why would you make further bets with money that isn't yours? Seems like a good way to run into trouble.

That might be true, but for one you won't always notice it, and in this case there was a simple solution at hand, which they didn't take, but instead abused the situation to their advantage.

So a bookmaker could make a mistake like this, theoretically even on purpose, have no possible downside, but potentially a substantial and unfair gain?

I see that you have defended bookmakers in other threads here, so I wonder if you are impartial here.