i have emailed 5mbtc over the past week with horse racing wagers that were incorrectly graded and they just suck at repsonding.

wish this book took their customer more seriously

i have had 2 wagers that were supposed to be refunded according to their rules, due to a scratch horse.

for example so this race https://fairlay.com/market/14-10-redcar-2/?referral=6c23e3b8-4c4b-4a49-8623-023f48bbade7



ANYTHING IS POSSIBLE was scratched at the gate (as confirmed by at the races) and no REFUND WAS GIVEN!

so please provide a refund for this wager

14:10 Redcar   1.920   ON 6 Rathbone   30.000   08/01/2018 09:09   -30.000   08/01/2018 09:30

here is proof of the scratching:
http://www.attheraces.com/racecard/Redcar/01-August-2018/1410


here is the 2nd wagers that needs to be refunded

19:10 Wolverhampton   1.628   ON 6 Grey Spirit   9.990   08/03/2018 14:09   -9.990   08/03/2018 14:30
19:10 Wolverhampton   1.169   AGAINST 7 Parting Clouds   58.859   08/03/2018 14:09   -58.859   08/03/2018 14:30

here is the proof of the scratch:
http://www.attheraces.com/racecard/Wolverhampton/03-August-2018/1910
. CLUB TROPICANA was scratched here


i mean how long does it take to get a refund? 3 days? 5 days? this support is just horible

i love the book, and onjen from support is great (he says he has nothing to do with email support). but this book needs to get their act together on responding to emails in a timely matter

especially considering i am as a loyal customer as can be!

i also got an email from a person at 5mbtc who told me dont email unless i have 5mbtc in the account so he can deduct

i dont understand, do you guys charge me for misgrades that were supposed to be refunded? i dont get it.
i dont understand their attitude

please dont get me wrong, I TRUST fairplay and will be a loyal customer. but their 5mbtc email needs to be changed. this is no way to give support.