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View Full Version : Twin Spires Customer Service Piss Poor


lsbets
01-20-2011, 08:05 PM
:ThmbDown:

I placed some conditional wagers this morning with twinspires. Left my laptop on a counter so I could watch the races while I was working and left up the recall today's bet screen so I could remember who I had in each race. At the end of the day I refreshed that screen and it showed my last 3 conditional wagers had been repeated as non conditional wagers. Since I hadn't made the wagers, I figured it would be an easy phone call. Not quite.

The first lady I talked to put me on hold for a while and came back to tell me that they would refund one of the wagers but not all three. I asked to speak to her supervisor because I hadn't placed any of those wagers. I ended up on the phone with Adam. He told me I had made the wagers and their logs showed it. I asked if he was calling me a liar and he said "No you are just mistaken or you don't remember making those wagers." I asked for the times the wagers were placed, and they were all placed when I was picking my kids up from school and was at the supermarket - miles away from the laptop. He stated once again that I had made the wagers, and began to talk over me and interrupt me. When I asked who his boss was he said no one and hung up on me.

I called back, apparently he is the senior supervisor on duty this evening. No one there seems to know the name of his boss.

Let's hear it for twinspires customer service. Duplicate your customers bets, keep their money, and call them liars when they complain about it. Then hang up on them! Way to go Adam - you must be employee of the month!

The theme is the same all across this industry - **** the customer and expect them to smile about it.

GameTheory
01-20-2011, 11:33 PM
May I inquire which of their interfaces you were using? The "classic" or one of the new ones (express or pro)? (I think you can also wager via TwinSpires TV.)

CBedo
01-21-2011, 12:37 AM
I must say that I got shut out of a couple bets at TS that I thought went through but got no confirmation, and then couldn't check my wagers (TS Classic & TSTV). I sent them a pretty nasty email, and they responded very quickly. When their response was that "it's better than it was a few weeks ago," I really got mad and sent them another email about the use of testing and staging servers. She responded quickly again, and I thought she did as good a job as she could do given the circumstance.

Tom
01-21-2011, 07:35 AM
TS has no credibility. End of story.

lamboguy
01-21-2011, 08:18 AM
TS has no credibility. End of story.i have to disagree with that statement. i deal with them and i have the very same problems that alot of other people have here. every time i ask them for something they adress the problem. i have asked them for things and as of today they have never said no.

their whole website is subpar to say the least. they absolutely need to rebuild the complete program from scratch to make it horseplayer friendly. i have reccomended someone who specialises in building websites with betting platforms. so far they have done nothing regarding that matter. they paid alot of money for the best website in the industry and are not using it due to technical matters. my total handle has decreased to about a third of what it was when i was using the youbet platform. the guy that i know claims that his team can build a website, have it tested and back tested within 6 weeks. if it was me, i would look into this NOW, before they have problems on kentucky derby day

judd
01-21-2011, 08:33 AM
:ThmbUp: never had any problems with xpressbet

lsbets
01-21-2011, 10:31 AM
To their credit, they fixed the problem and refunded the duplicate wagers. While I am still unhappy with the way the conversation went, at least they have made an effort to keep me as a customer.

Market Mover
01-21-2011, 02:02 PM
:ThmbUp: never had any problems with xpressbet


Unless you score a big hit and then try to withdraw the money. Then you learn about the "five business day hold" policy (4 or 5, i forget..)

Market Mover
01-21-2011, 02:17 PM
i have to disagree with that statement. i deal with them and i have the very same problems that alot of other people have here. every time i ask them for something they adress the problem. i have asked them for things and as of today they have never said no.

their whole website is subpar to say the least. they absolutely need to rebuild the complete program from scratch to make it horseplayer friendly. i have reccomended someone who specialises in building websites with betting platforms. so far they have done nothing regarding that matter. they paid alot of money for the best website in the industry and are not using it due to technical matters. my total handle has decreased to about a third of what it was when i was using the youbet platform. the guy that i know claims that his team can build a website, have it tested and back tested within 6 weeks. if it was me, i would look into this NOW, before they have problems on kentucky derby day


Many Youbet patrons, including Platinum Plus and higher-rated customers, have stopped using the TwinSpires platform, after the first few months of trying to deal with TS. It just became an uncertainty issue, and the nuances and inconveniences that the TS platform created simply made the betting and watching live races too difficult (aka TwinspiresTV logging one out in the middle of a race).

When options are blacked out on the wager list/wagerpad for multirace wagers, when live horses are scratched on the program list, when a general lack of accurate racing information exists, high-volume customers will go elsewhere. This has been documented before by captured photos of the screen from frustrated TS patrons. Do a search on paceadvantage and you will find them.

Simply put, the lack of action by TS, or the lack of a drastic change to their TS "Classic" or "Pro" or whatever they call it now version, is perceived by the high-volume customer as an unnecessary added risk to high-volume wagers.

You wouldn't frequent a mall with your family/kids if there were thugs hanging around the parking lot, looking to jack someone's car or create trouble. The shopping is not worth it in these locations because, even if you find a good deal, there's a danger that awaits outside. It's just not worth it.

You wouldn't return to a supermarket where the produce or eggs are repeatedly laid out for customers in less-than-fresh conditions. Because nobody wants to get sick. It's just not worth it.

And you wouldn't log back into an advanced deposit wagering platform where such inconsistency and hassle present as obstacles to high-volume players who realize that in this game, time is money, and time wasted is opportunity lost. It's just not worth it.

judd
01-21-2011, 02:34 PM
the last decent withdrawal i had was $2300 and received cash at local meadows

Market Mover
01-21-2011, 02:36 PM
the last decent withdrawal i had was $2300 and received cash at local meadows


XB is fine then if you have access to PA onsite withdrawal options....

judd
01-21-2011, 02:38 PM
XB is fine then if you have access to PA onsite withdrawal options.... they have a daily withdrawal limit
but can take $2,000 out and $2,000 out the next day and thats cash

Market Mover
01-21-2011, 02:39 PM
they have a daily withdrawal limit
but can take $2,000 out and $2,000 out the next day and thats cash


As long as you are onsite. If you can't make it to the track, then your money is stuck in that account and you cannot access until statute of "hold" limitations expire or whatev they call it...

lamboguy
01-21-2011, 04:24 PM
Many Youbet patrons, including Platinum Plus and higher-rated customers, have stopped using the TwinSpires platform, after the first few months of trying to deal with TS. It just became an uncertainty issue, and the nuances and inconveniences that the TS platform created simply made the betting and watching live races too difficult (aka TwinspiresTV logging one out in the middle of a race).

When options are blacked out on the wager list/wagerpad for multirace wagers, when live horses are scratched on the program list, when a general lack of accurate racing information exists, high-volume customers will go elsewhere. This has been documented before by captured photos of the screen from frustrated TS patrons. Do a search on paceadvantage and you will find them.

Simply put, the lack of action by TS, or the lack of a drastic change to their TS "Classic" or "Pro" or whatever they call it now version, is perceived by the high-volume customer as an unnecessary added risk to high-volume wagers.

You wouldn't frequent a mall with your family/kids if there were thugs hanging around the parking lot, looking to jack someone's car or create trouble. The shopping is not worth it in these locations because, even if you find a good deal, there's a danger that awaits outside. It's just not worth it.

You wouldn't return to a supermarket where the produce or eggs are repeatedly laid out for customers in less-than-fresh conditions. Because nobody wants to get sick. It's just not worth it.

And you wouldn't log back into an advanced deposit wagering platform where such inconsistency and hassle present as obstacles to high-volume players who realize that in this game, time is money, and time wasted is opportunity lost. It's just not worth it.
i am not saying you are wrong. all i am saying is that i told them, they are aware of all the problems and plan on correcting them. i am sure they will lose alot of business before they have this corrected. but when they do, they will get them back.i can't tell them what to do with their business, i can only suggest that they have this thing taken care of before the kentucky derby. i gave them a person that has designed a great platform for another adw that does not have any problems. obviously the platform they are using now is very undependable. sometimes it works and sometimes it doesn't. i used to be able to bet until at least midnight with youbet. now i get a headache earlier and conque out before i can finish the day out.

rrpic6
01-22-2011, 12:38 AM
Lsbets:

We hear more and more stories like yours about twinspires. A good buddy of mine won one of their contests (he picked the winner of the Travers trifecta straight) yet, after many months passed, he had to talk to quite a few people there before they credited his account. TS takeover of BRIS and Winticket and now uBET has never gone smoothly. The bean counters outnumber anyone with "horsesense". One person, I'm assuming she's still there, :bang: , who seems to be on the ball is Nancy Kanaval Executive Assistant. Her email is kanavaln@brisnet.com if you need more help.

RR

mikejlb
08-01-2011, 12:18 AM
I am mad at Twin Spires for cutting off the video and putting up an error saying that I haven't bet $50 recently. I stopped betting here for awhile but have been a customer for a few years or more. I'm not sure what "recently" means but I started betting July 21 and my records say 7/21 through 7/30 that I wagered $813. The time period 7/21 through 7/30 is 10 days that I bet $813 or $81 a day average. I'm a small bettor but this is more than $50 anyway you look at it. They might average the total time that I quit betting with them and that would put my daily average below $50.

I'll sure be happy when the laws change again so we can use foreign books. In the meantime I have to find another ADW in the U.S..

duncan04
08-01-2011, 01:00 AM
I am mad at Twin Spires for cutting off the video and putting up an error saying that I haven't bet $50 recently. I stopped betting here for awhile but have been a customer for a few years or more. I'm not sure what "recently" means but I started betting July 21 and my records say 7/21 through 7/30 that I wagered $813. The time period 7/21 through 7/30 is 10 days that I bet $813 or $81 a day average. I'm a small bettor but this is more than $50 anyway you look at it. They might average the total time that I quit betting with them and that would put my daily average below $50.

I'll sure be happy when the laws change again so we can use foreign books. In the meantime I have to find another ADW in the U.S..

First off here you go (from the Twinspires FAQ page):

To protect our regular customers who use the system to wager and view the races, we have implemented the following policy:

Video streaming will be available for those account holders who have wagered:

1) A minimum of $50 in the last 5 days you have accessed the video system or,

2) A minimum of $50 during the last 5 calendar days or,

3) A minimum of $100 wagered during the previous 30 calendar days or,

4) A minimum of $600 wagered during the previous 90 calendar days or,

5) A minimum of $5,000 during the previous 360 calendar days.

Viewing will be restricted until any of the minimum requirements are met. The account will then be automatically updated and the restriction will be lifted. The wagers accumulate for telephone and internet service.

Have you called them and asked them,??? It could be a mistake. And I wouldn't hold your breath about laws changing so you can use a foreign book

Robert Goren
08-01-2011, 08:23 AM
Twinspires has a lot of faults but not being able to talk to live person is not one of them. I have called them several times and I have always got a live person who has actually has English as a first language.

LottaKash
08-01-2011, 09:46 AM
I really mis YOUBET....Never had a problem with them rectifying any legitimate complaint, which were very few to begin with...And, YOUBET had the greatest record keeping and accounting software for ROI's and such...

As for TS, after they took over from Youbet, I ditched them after a month....

best,

the clocker
08-01-2011, 12:32 PM
I really mis YOUBET....Never had a problem with them rectifying any legitimate complaint, which were very few to begin with...And, YOUBET had the greatest record keeping and accounting software for ROI's and such...

As for TS, after they took over from Youbet, I ditched them after a month....

best,

Ditto Mr. Kash....TS is not even close to YB in terms of offerings to Harness Handicappers...YB held contests for Harness and in general ...about a 4% rebate overall...While TS offers a rebate of about 1/10th of 1% and is more suited for Dark Siders...I have been using a small ADW called RaceUwin for about 3 months...not quite a YB but they try harder than most...Great Customer Service and the rebate they offer (up to 9%) is not all too bad either....Have a Great Day Handicapping Harness...Good Luck!

Robert Goren
08-01-2011, 12:38 PM
Youbet had a great live chat feature back in the days I used them. Then they decided that since I was from Nebraska that they did want me as customer. Did they still have it running when they merged?

LottaKash
08-01-2011, 12:42 PM
Ditto Mr. Kash....TS is not even close to YB in terms of offerings to Harness Handicappers...YB held contests for Harness and in general ...about a 4% rebate overall...While TS offers a rebate of about 1/10th of 1% and is more suited for Dark Siders...I have been using a small ADW called RaceUwin for about 3 months...not quite a YB but they try harder than most...Great Customer Service and the rebate they offer (up to 9%) is not all too bad either....Have a Great Day Handicapping Harness...Good Luck!

Thx Clocker, I will look into them....Especially good if they like the Darksiders...:jump:

GL handcapping harness, as well...

best,

IdaBet.com
08-12-2011, 10:10 PM
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We are sure that once you try us...you will make us your preferred ADW.

Let me know how I can help and feel free to contact me anytime. melissa@idabet.com.

Sincerely,

Melissa
Owner - IdaBet.com

Ray2000
08-18-2011, 06:08 AM
I am mad at Twin Spires for cutting off the video and putting up an error saying that I haven't bet $50 recently. I stopped betting here for awhile but have been a customer for a few years or more. I'm not sure what "recently" means but I started betting July 21 and my records say 7/21 through 7/30 that I wagered $813. The time period 7/21 through 7/30 is 10 days that I bet $813 or $81 a day average. I'm a small bettor but this is more than $50 anyway you look at it. They might average the total time that I quit betting with them and that would put my daily average below $50.

I'll sure be happy when the laws change again so we can use foreign books. In the meantime I have to find another ADW in the U.S..


Last night I got the same error alert saying "No more Video for you"

I emailed them asking why and got this..


> Dear Ray,
>
> I have given you a 1 day override for your video. Here are the conditions
> for the video:
>
> Video streaming will be available for those account holders who have
> wagered:
>
> 1) A minimum of $50 in the last 5 days you have accessed the video system
> or,
> 2) A minimum of $50 during the last 5 calendar days or,
> 3) A minimum of $100 wagered during the previous 30 calendar days or,
> 4) A minimum of $600 wagered during the previous 90 calendar days or,
> 5) A minimum of $5,000 during the previous 360 calendar days.
>
> If there is anything else I can do for you, please let me know.
>
> Alex


I replied this SARCASTICALLY,

>
I have wagered over $8500 this year, Gee maybe you can give me 2 days
override....

ray


I did not got a reply to my email informing them of my wagering volume (which they should have checked themselves)


if no response then my next email will copy

Robert L. Evans Appointed Chairman of Company's Board of Directors
G. Watts Humphrey Jr. Appointed Lead Independent Director of the Board
William C. Carstanjen Promoted to President of CDI
Jeremy Clemons Vice President of Marketing

Canarsie
08-18-2011, 07:45 AM
Last night I got the same error alert saying "No more Video for you"

I emailed them asking why and got this..


> Dear Ray,
>
> I have given you a 1 day override for your video. Here are the conditions
> for the video:
>
> Video streaming will be available for those account holders who have
> wagered:
>
> 1) A minimum of $50 in the last 5 days you have accessed the video system
> or,
> 2) A minimum of $50 during the last 5 calendar days or,
> 3) A minimum of $100 wagered during the previous 30 calendar days or,
> 4) A minimum of $600 wagered during the previous 90 calendar days or,
> 5) A minimum of $5,000 during the previous 360 calendar days.
>
> If there is anything else I can do for you, please let me know.
>
> Alex


I replied this SARCASTICALLY,

>
I have wagered over $8500 this year, Gee maybe you can give me 2 days
override....

ray


I did not got a reply to my email informing them of my wagering volume (which they should have checked themselves)


if no response then my next email will copy

Robert L. Evans Appointed Chairman of Company's Board of Directors
G. Watts Humphrey Jr. Appointed Lead Independent Director of the Board
William C. Carstanjen Promoted to President of CDI
Jeremy Clemons Vice President of Marketing

If you email all four send one by hard copy my choice would be Mr. Evans. Each regular letter has to be scrutinized for anthrax and the like making for a much harder time to reach a person. But there is still something to be said about reading a persons complaint on their own paper.

I once sent a letter to the NJSEA about "will pays" being way off base compared to when they were displayed on the tote. He took his time explaining about net pool pricing, the Canadian dollar, and a few other things that were affecting it. At the end he said "keep my number if you have any other questions don't hesitate to call'.

Get the right person and you can fix a problem like this for countless others besides yourself. :ThmbUp:

ManU918
08-20-2011, 12:30 PM
How are the Twinspires payouts?

Ray2000
08-20-2011, 05:01 PM
TwinSpires management saw my posting of the video problem here at PACE and quickly resolved the issue.

My thanks to VP of Marketing, ...that's what I call good customer service.



ManU918

I've never had any problem with their payouts.

There is a small problem with BATCH FILE wager uploads not recognizing minimum bet amounts, but they said they're working on it.

Example
10 superfectas at Yonkers will be rejected but you can manually make the bet with their Wager Pad.