I placed a bet on NYI to win and Tavares to score.The bet was placed many hours before the start of the game:
It then came to my attention HOURS BEFORE THE GAME STARTED that John Tavares was out for the season with injury so I contacted Hills via Live Chat immediately.The guy on the other end was polite and well meaning but slow and had to run everything by his Supervisor. The operative asked me to send a link with proof of the injury ,I told him to Google it. After we both agreed Tavares was indeed injured, I waited about in hope that my stake would be rightfully returned (I shouldn't have to hope it's a straight forward case but you never know with Bookmakers these days). After he told me to wait again for 5-10 minutes he came back saying the bet would be voided and sent a link with Terms and Conditions which is a bookmakers' way of saying we're not bothered that you have a common sense issue that we can help you with as a valued customer but what we will do instead is point to some obscure Ts and Cs that allow us to mug you off and add your stake to our revenue figures for this month.
There are 3 major issues here which I have contacted CEO Phillip Bowcock with:
1) The lack of common sense and flexibility at local level.
2) The total disregard for a customers' experience in the face of profit and legalese.
3) The slowness of response and the onus on the customer to take the matter further to achieve justice.
I turned to Twitter to shed light on the situation and after some naming and shaming Hills did indeed return the the stake for this bet but it was a long,frustrating experience.
Hills gain credit for getting it right in the end and they deserve a back handed compliment,they are far from the worse bookmaker out there but the lesson is be weary with bookies and ensure that you get justice when you have a completely reasonable case.
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