TLDR: I'm pissed about some bug that didn't process my third leg of a 50 ETH parlay that won last night and their response time. I've also decided to give some of my feedback thus far using DirectBet. Overall I'm neutral to negative on the experience.
Here are my experiences so far:
- Frustrated
- Customer service is SLOW as balls to respond for a "live betting" site
- No matter what, the house wins.. example to come
- When customer service does respond they are very thoughtful and helpful. But if you need assistance within an hour of placing your bet, good fucking luck.
- Betting more than 50 ETH? Good luck. Make sure you read all of the max bets, odds, and that negotiated odds will significantly change when you place a bet > 50 ETH
Few pros
- I asked nicely for my VIP reward credit to be applied as I was doing some heavy betting end of June in to July. They were nice and did it
- They've manually adjusted odds on a specific occasion when I was given significantly lower odds for 100 ETH + bet
- Always polite. Even when they're in the wrong
And the primary reason I'm posting here. I put a parlay in this evening, sending 50 ETH at a time to make sure I wasn't dicked on odds. I picked the Cleveland Indians, Toronto Blue Jays, and Dallas FC (MLS) to win. The odds were ~3.34. First 50 ETH I get 3.34. Second 50 ETH I get 3.32. Third transaction of 50 ETH doesn't seem to appear on the bet page. It just sits in their wallet, not transferring out as they always do. It was confirmed and should have been placed as a bet on the parlay (for a total of 150 ETH).
I e-mail 5:09PM CST, 1 hour before the start time of the first game - Toronto Blue Jays @ 6:07PM CST. I e-mail with a TX ID, then follow up with the bet link (I was mobile), then follow up another note stating the ETH is in their wallet.
I get a response at 9PM CST. The response?
Your bet was not processed due to an error in the Ether wallet. I apology
for the inconvenience caused.
The 50 ETH were refunded.
Please feel free to contact us if we can be of any further assistance.
I ask for an explanation. I plead my case that I would be in a lose lose situation if I sent another 50 ETH - if that one had gone through in the hour, or right before the game, it would have counted.
No matter what I do in this scenario I would lose if I didn't want to put up 200 ETH for the bet, and clearly they can not honor the bet when they see the games had already started and I'm in a winning position on all 3 games.
And their response, yes, it was their fault. No, they will not honor the bet as stated in their rules, even though my 100 ETH bet was still honored and confirmed, and all 3 transactions were sent within a minute of eachother.
The error was on our ETH wallet and as a result your bet transfer was
processed in a delay. I am sorry about that.
As noted in our rules, when this happens our policy is that we attempt to
confirm the bet when the problem is resolved. If the event is already over
by the time your bet transfer is received, your bet will be refunded
regardless of the result.
This is stated in our rules :
https://www.directbet.eu/Rules.cshtmlIn this case one of the events was already over when your bet transfer was
processed and therefore the bet was rejected and refunded. That would have
been the case even if your bet lost.
I understand that this was against your favor this time, but most
importantly, we follow our rules consistently regardless of bet results. In
addition, please note that no payout is ever due if your bet was not
'Confirmed'.
Once again I apology for the inconvenience caused. I would like to offer you
3 ETH free bet. To claim your free bet, please order any bet that you like,
at least 7 hours before the start of the event, e-mail us the bet ID and we
will fund it.
So, please, use DirectBet if you:
- Don't need "fast" service (within an hour response time?)
- Want some sort of decent customer service
- Best part, of course, you are sending directly to them over the blockchain, but this is also counter-intuitive sometimes because of the time it takes for transactions to clear. All in all, I like this.
- Want your money stuck somewhere where someone can decide arbitrarily OR to their advantage whether they want to honor your bet. It's the "rules" is a bull shit excuse for your system malfunctioning and not responding to an e-mail...
- Want "VIP Rewards" .. where you RISK 5000 ETH to be rewarded 40 ETH total, or during BONUS (woo) you get 40 ETH for 2500 ETH put up. I'll let you do the percentages on those, but you're better off maxing your credit card with cash back rewards.