Bet 365 Dispute
At approximately 5.00pm on 31st January 2014 I left my home to visit a friend in another part of town. She had suffered a recent bereavement and needed some support. I returned home at approximately 8.00pm that evening.
During the time that I was away, my autistic grandson (10) had been using my computer to play various games. Unknown to me, he had also hacked into my on line betting account and into my bank account. The net result of this unauthorized activity was a loss of£3300 from my betting account including a £1000 unauthorized funds transfer from my bank account! I only found out about this on the morning of the 1st February when I checked my accounts on-line.
I immediately contacted Bet 365 who investigated and then advised me later that they would not be refunding the money. This was the start of years of correspondence between us.
Various individuals from Bet 365 had correspondence with me over the years but the net result was a denial of all liability by Bet 365. They told me that I had insufficient evidence to substantiate a legitimate claim for the money. Because I could not conclusively prove that they were 100% liable they refused to co-operate, and they will now no longer communicate with me except via their Legal Department.
The correspondence from them became nastier over the years and they were approached by my MP, my MSP and various members of the Press on my behalf. Despite this intervention, they refused to refund the money.
The Gambling Act is quite clear on this subject. All bets made by a legal minor are void and the stake money has to be refunded to the account holder.
Bet 365 eventually attempted to blame me for placing the bets myself which was utterly preposterous since I was not at home at the time the bets were placed. I have a written alibi for my whereabouts at the time. I do not have a mobile phone or other mobile device, so it would have been impossible for me to place the bets on-line by myself. Bet 365 have confirmed that it was my computer that was used, and I have never denied the truth of this statement. However, it was my grandson who actually placed the bets using my device.
When confronted with evidence about all of this, plus letters from the authorities about my grandson's autism and considerable computer skills and abilities they just ignored it. They then said that I must have given authority to someone else to place the bets. They attempted to blame my son Steven who was in the house at the time. They had no proof of his involvement and they were just tilting at windmills in an attempt to keep my money. My son was not anywhere near my computer on that day and my wife has already told Bet 365 about this fact. Once again, it was ignored. There is no way that I would ever let anyone near my betting account!
They then invoked statistics to back up their case. They said that the betting pattern used on the day was the same as mine. Alas, this was not strictly true. The bets placed by my grandson were considerably larger than any bets placed by me. Being autistic, he has no understanding about the true value of money.
By this time they were running out of reasons to refuse payment so they ceased all correspondence with me in the hope that I would go away. I then requested Alternative Dispute Resolution (ADR) and they nominated IBAS to be the ADR entity to adjudicate the dispute. IBAS refused since it was out-with their remit so I nominated Pro Mediate who are a Gambling Commission approved ADR body. Bet 365 refused to accept Pro Mediate or any other ADR entity. Pro Mediate advised me that Bet 365 had a reputation, along with other UK bookmakers, for refusing to offer ADR other than via IBAS. I suspect that there is some connection between IBAS and the bookmaking fraternity. Dare I say it, a Cartel!
When I pushed them further, they said that the matter should be decided by a Court case. They already knew that I could not possibly afford such an arrangement since I am a 72 year old pensioner with a serious cardiac condition.
There will therefore be no Court case. ADR would be acceptable to me but Bet 365 will not agree to this procedure saying that it would be a waste of time since the parties are so far apart. I am therefore left in limbo with absolutely no chance of ever having this money refunded.
Bet 365 have been asked to make a commercial decision to refund my cash. They could make a "gesture of goodwill" payment but they have also refused to do this. They have been advised of my precarious health situation. I had a near fatal heart attack 4 years ago due to the stress generated by this dispute but it has made no difference to their cold hearts.
My son and my ex daughter-in-law have written to Bet 365 pleading with them to use common sense and decency by refunding the money to me but it has made no difference. Bet 365 are determined to blacken my good name by not co-operating and virtually accusing me and my family of lying. It is a very unsatisfactory way to go about running a business.
I hope that my evidence will be accepted by the Committee and I understand that they cannot intervene to assist me with Bet 365 management.
I would ask the Committee to note that Denise Coates, CEO of Bet 365 refuses to talk or write to me in person. She delegates everything and is a virtual recluse. I understand that she received a salary in excess of £260 million last year. It makes my £3300 look like pocket change.