placed a Heinz bet including UK horseracing selections which qualified for Best Odds Guaranteed (BOG) on two winners where the Starting Price was higher than the price taken.
When the bet was settled, the BOG uplift was not applied. Even allowing for the £100 per bet cap mentioned in the detailed betting rules, no capped uplift was credited.
I raised the issue with customer services and asked for the bet to be reviewed. Instead of resolving the settlement query, my account was subsequently closed while the dispute remained outstanding.
My concern is not simply the monetary amount but the principle. If BOG is advertised as applying to UK horseracing, customers reasonably expect it to be automatically and transparently applied at settlement, or at minimum clearly explained if it is not.
I would suggest:
Clearer visibility of any £100 cap in the main promotional wording
Automatic settlement checks to ensure BOG is consistently applied
A fair and transparent dispute resolution process rather than account closure
I am still seeking a proper explanation and settlement review.
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