Hi all,
I know its frustrating, but I provide support for BetOnline and SportsBetting.
Tiger gaming is a separate skin that I can not help support with.
This forum and I are here to help BetOnline customers and help improve all areas I will always try my best to assist with any queries.

More than happy for you guys to talk about it, but please keep the discussion in one of our subjects.

Kind regards

Mike

That might be true, but BOL and SB both undeniably have the power to allow players from TG to switch to their skins

So I'm new to betonline and wondering why there are never any fast fold games running at 25nl and above?

7 months later, after all my posts and private messages, now you decide to say that you don't support tigergaming. Your silence and one time "I will look into it" were very helpful, thank you very much.

edit: It's hard to believe no one inside the company knows what is going on. Does BOL have a different financial department from tiger?

Hi cantunho,

I have sent many requests and showed all your comments to my contact at TG.
I have helped and will continue to try and help TG customers with issues, however I have no power over decisions that they make.

The forum was opened by BetOnline and that is who I work for. I do not know about financial departments or inner workings for any of the skins including Bol.

Unfortunately due to covid TG and others decided to reduce their limits, some have since raised them.
With the whole of Europe going back into full lockdown for a second/3rd wave, maybe this has had an influence on the TG decision (Speculation from me).

I have not been silent and there are many posts on the BetOnline forum regarding this. As soon as I get any information I will inform you guys.

Kind regards

Mike

Got finally paid out on 30th October , feel really frustrated with the hole stuff around the decisions betonline security team took , the hole process is pretty ridiculus for players as you just wait 3-4 months and that had huge impact on my life ...

That was a proper reply and i appreciate that

Was your account restored or were you just paid out?

If your account is permanently banned then why not share your nickname so that people can see if legitimate regs are getting banned for winning too much?

is there no more promos/missions for STT? Is a regular rewards system coming anytime soon?

I'll answer for Mike or whoever they have running the show these days. "We're in meetings about it, give us 3-4 months and we'll dissapoint you again then."

+1

I'm in the $10k race and I got an email about it around 2pm pst today.

Hi GoinGreen,

We are constantly running promotions and have some fantastic ones coming up.
Our new reward system is changing and becoming more personal to each account.
You may be offered bonuses/promotions/races that others are not and vice versa, as well as them being offered on different dates.

BetOnline has been working towards giving back more rewards tailored for your likes and style of play.
This coming year will be huge for BOL and I'm sure you guys will reap the benefits.

https://beta.betonline.ag/promotions#poker

Kind regards

Mike

OK so we can expect a mission every week? I was going to deposit yesterday to play STT but then noticed I had no mission/rewards...I eventually got an email for a new mission later in the day. I'm OK with the current system as long as its ongoing. I wouldn't play STT with no rewards/RB since it has a decent impact on motivation/ROI and overall traffic...thx for the reply

Good morning everybody,

Im curious what questions or reasons you have for contacting customer support via live chat or email?

I have been through thousands of conversations and with the exception of unforeseeable circumstances, the BetOnline CS team has a fantastic proficiency record.

Some issues arise with differing terminology, or lack of communication from both parties.
I was hoping for some suggestions for a beginners guide to BOL?
Tips to help answer common questions when you first use our client.

It could be difficulties finding and understanding table settings, understanding promotions or where to find different style of games and how to play.

Anything that you feel will be useful for players to know when using BetOnline

Kind regards

Mike

I'm a relatively new player on Sportsbetting.ag, so I'm not sure if they use the same CS as BOL, but my first experience with the CS I spoke with was not a good one. I literally walked away from that experience feeling that I will not get help from CS on this network if I ever run into issues.

As I'm sure you're aware, there was a "TOT Haunted Freeroll" this past Saturday, and your starting stack was dependent on how much you had raked. I spent enough rake to get the highest starting stack (10k), logged on Saturday, and was not able to sit in or play the tournament. I just got a popup saying "Access Denied." Once I realized that some players were able to play while I was not, I called the support phone number listed on the website. The person I spoke with basically said they deal more with sportsbook issues, couldn't help much in the poker department, and told em to talk to Live Chat. So then I hopped on Live Chat, waited 15-20 minutes to actually speak to someone, then that person basically told me they were aware of a glitch in that specific tournament, that many players weren't able to participate, and that they would email players on how they would make things right. It has been 4 days, and no email has been sent to players, and AFAIK, there has been no acknowledgement from BOL/SB/Chico that this issue occurred, and how they would remedy this. Aside from calling support and talking to Live Chat, I also sent an email to support on Saturday with a screenshot and describing what happened. I have yet to receive a response to that email.

So, like I said, I quickly have pretty much lost hope in the CS from your company/network. I think it's pretty unprofessional to run a promotion that encourages players to pay rake in order to play a special tournament, then when that special tournament fails, it seems like the issue is being swept under the rug/ignored.

I will say that I PMed Dan (because I dealt with him at his past company) about what happened, he acknowledged the issue, and said that a tournament would run in the future to make things right. Will this happen? I have no clue. I just think the CS aspect of this whole mess was about as bad as it could be.

so after 10 days or so, a finally got an answer, from support.

as you see tracking software is allowed but not the HH converters, so now what?

Mike, i am closing my account at TG and will move to BOL, hope you can solve this problem for me there.

I definitely think Timing Randomizers and Hand History Converters should be removed from that prohibited software list unless somebody can offer a very good argument for their inclusion.

I'm a firm believer that a downloadable hand history of every hand you played in should be provided by each and every online poker site. For whatever reason, the Chico sites only allow you to view hand histories directly in their client. I'm not even aware of any software on the market for any of the Chico sites that allows for their hand history format to be downloaded, converted and imported.

A card catcher, which is not specifically mentioned, is a completely separate piece of software that gives you the ability to use a HUD, such as PT4 or HM2/3, that doesn't provide native support for a specific network, like the Chico sites. This is the software that players seem to think they mean when they mention hand history converters. Likewise, this software should be allowed if you allow HUD use. It's literally the only way to use some of the HUDs and provides no inherent advantage by itself.

I personally turned the timing randomizer feature off on the product I use months ago when I first saw its inclusion in the prohibited software list. I don't believe this feature provides players with enough of a significant edge that it needs to be prohibited. The main utility of a product with this feature is to combat against any other product that does provide data on the hand strength associated with an opponent's average time to act.

@kisgali Another player mentioned doing the following and I think it makes sense to do in your case as well. Specifically tell customer support what software you're using and have them note it down for your account. Should you have any issues in the future you'll be able to show that you were open about what specific types of software you have been using.

So far dealing with your CS team has been, simply put, a pain up the roof, sorry to say. The live chat is usually not able to solve my issues, out of like 5 or 6 times I used it, 1 time it was helpful (rep was Tyler I believe).

Now something about looking after your customers - when I deposited a couple weeks ago using 'NEWBOL' code, the bonus had not triggered. I contacted support and was told I'd hear back from them after 24 hours. 3 days later still nothing, I was so pissed off, I cashed out most of my funds. Quickly after the guys can send me an answer they can't credit the bonus NEWBOL to me because of my withdrawal. Why would this not be possible? It doesn't say I can not request a withdrawal, it's a release bonus. Not a cash bonus. And even then, just out of justice, I should have at least been credited with the parts of the bonus that I had cleared in the meantime.

Now just a similar thing happening - yesterday I deposited, using BTC because I want to grind DoN SNGs again. 100% sure I used the 5% deposit boost, because I still have the amount in mind that should have been credited (deposit amount + 5% boost) to my account. Again it did not trigger, just like the NEWBOL during my first deposit. I went to live chat RIGHT AFTER my deposit. The support agent needed 1 hour to end up "moving it to the relevant department". Now I receive the reply. They INSIST that I forgot to checkmark that I want the 5% boost. I already told the live chat I 100% wanted the boost, same with the email support. Even if I would have forgotten it (which I have not), what's the problem with crediting it manually? I contacted the support right away and on any site (there were loads) when there was an issue like that (which was rare, in your case it's 2 deposits - 2 issues) they would sort it promptly to my full satisfaction. Which in this case would have been simple - just credit me what I opted in and deposited for. That's customer service, definitely not accusations like me being too dumb to click a checkmark or excuses like it can't be credited manually. The 5% boost goes straight to the cash balance, there is no way there is a problem crediting cash manually. We are not living in 1995 anymore.
I do hope that in the future there will be drastic improvement in this sense. Right now, my tilt about this beats the enjoyment.

You do realize that the 5% boost requires you roll over your deposit 3x in sports bets, right? It never used to, but it's a new requirement.

So if you are poker only, you may not want to roll over your balance 3x just for the 5% cash bonus. Had you accepted the 5% you would have had to read the new terms and seen that.

This is incorrect - according to the live support at least (here we go again). I have read that term about 3x rollover and asked if I could also just use 3x the amount in Poker SNGs/MTTs. They said yes, and the 5% would be credited as straight cash. With my 1st deposit, the 5% boost was credited correctly. However, last time I have definitely also not wagered my deposit+boost 3 times before withdrawing, still it was processed (+ there was never any restricted cash in my account)

It is correct. Why is it correct? It shows on the website the rollover calculator now if you take the 5% boost. If you deposit $1,000 it will show $3,150 for rollover needed. That can't be completed from poker because the client isn't linked to the website.

Is it possible they could reset the rollover calculator if they see you rolled your poker balance 3x, maybe, but I'd trust the rules on their website and terms over what the live support says. Their word isn't binding.

Must have been magic then that entire boost was credited as raw cash the first time okay

received another reimbursement of a few hundred dollars from the game integrity team today, keep it up BOL

Me too just today.