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Hi all,
I’m speaking on behalf of my brother here but I believe I have all the facts.
On Saturday my brother placed four £2 placepots and a £20 treble at a Corals shop. On his treble he made the mistake of writing £2 treble and wrote £2 in the stake box. As he gave the cashier £28 she queried why he was paying too much so he told her that the treble was for £20, not £2. The cashier put the bet through as £20 but didn’t amend it on the betting slip itself.
My brother now had a slip that said £2 treble but the receipt clearly showed £20 printed on it. The selections won.
When he went to collect his £440 winnings the next day he was given £44. When he queried this he was told that amazingly the till was £18 down that day and they put the discrepency down to his bet and therefore changed it to £2 on the computer as that’s what was wrote on the slip. Even more amazing was that the cashier says she can’t remember my brother giving him £28.
As you can imagine my brother is fuming, but he is fuming for another reason than what you would expect. Only a few weeks ago he had £10 each way on a horse but the cashier put it through as £1 e/w. The horse was placed but instead of collecting £30 he got £3 and was told that because the receipt had £1 e/w on (despite £10 being wrote on the slip) the shop had to settle the bet on what amount went through the computer.
However the situation he is in now is one where the staff are denying everything and are saying they have the right to amend any errors on their part without the customer being present. They are saying he only give them £2 for the treble, it was put through as £20, and later amended when they spotted their error.
My brother collected his £44 as the manager said this would not affect his right to appeal the payout (is this correct). He wants me to help him pen a complaint but before I do that I thought I would seek some advice from you guys first as I know a lot of you work in the industry.
All he has is a Coral Customer Feedback/Complaint form – shall we address the complaint/query elsewhere? Does he have a claim? Is it just his word against theirs?
Any help would be much appreciated.
Mike
That is dreadful.
I really feel you should call their telebetting number and demand to be put through to their correct department.
You need all the names of the peeps involved and DO explain the previous problems you have had.
IMHO, I think the cashier and poss the manager are trying to fiddle you.
I will be very interested to see what others say…
How could the cashier "forget" that your bro gave her £20 for the treble AND yet she put the full amount through – after your bro corrected her.
Sounds to me like she/they are trying to pull a fast one. It is too coincidental considering your brother’s previous experience.
I would def get stuck in with Corals – as far as I am aware, the amount on the slip is what matters, not any till discrepancy at their end,
If you have the correct stake, they must pay you out the correct winnings.
If a bet is under staked they amend the payout accordingly and it is exactly the same for an over staked bet.
You must fight for this!
Zip
Ps,
Makes me sound (almost) honest, David,Thanks Zip.
It sounds to me as though the manager has asked the cashier about the bet, and for the fear of getting into trouble has blatantly lied about knowing that my brother gave her the correct money.
When she put it through as £20 I dare she should have amended on the bet slip in the stake box that it was £20 and not £2. When the manager has spotted a bet that has been put through as £20 but has £2 written on it he will have asked her about it – and because she feared a rollicking or something she has played dumb. That;s what I think anyway.
What I am amazed at is if the till was genuinely £18 down, how can they attribute the difference to this bet just because the numbers add up. Surely it’s their mistake and they should pay the price rather than say, "Argh, that’s where the mistake is, let’s amend that poor guys bet and pay him out ten times less than what he should get".
The fear I have for my brother is that the staff at the shop are now going to stick by their story that they can’t remember whether he gave them £28 or not and because he wrote £2 treble and £2 in the stake box then he must have intended a £2 bet, despite the receipt and computer showing £20.
Mike
Your brother should have asked for a print out of the original bet. This print out will show the the bet details in full. If the bet had 20 printed on the slip as he said, then irrespective of whether the his mistake of writing 2 was amended or not, he would and should have received the amount for the printed stake. All bets are translated and any discrepancy in money or irregularities would alert Corals’ security people right away.
Gambling Only Pays When You're Winning
Surely the moral of the story is fill your slip in correctly. I’m sure getzippy will be happy to go around to the shop and defraud them of the 440 quid that is apparently owed.
Cheers Himself,
He had the receipt with £20 on it, but when he went to collect his winnings the manager said he had voided that bet and put the slip through again as a £2 bet – all this while my brother was at home. Are they allowed to void bets without a customer present?
Customer Complaints have been on the phone to the manager who has given them the bet number for the £2 bet and has failed to mention that there was a £20 bet which he decided to void off his own back – surely this will still be tracable in the system because if it is then the manager should be in hot water for voiding the bet and also not mentioning it to the complaints team.
The problem we have now is complaints are saying the case is closed because everything is ok at their end according to the £2 bet serial number, and without the £20 bet serial number we can’t progress.
I think I need to by pass Coral Customer Complants and go straight to the top – any ideas of who to go to?
Mike
No problem Mikky.
That is of course the correct money was handed over – and put into the till at the time –
and if it was not, then, of course , it becomes a different matter entirely.
All bets are easily traced
* I am reliably informed that the serial number of each individual bet remains in the system for three months, if that is any help.
Gambling Only Pays When You're Winning
No Morals at Joe Corals.
Was their till £18 light because they had to pay out on a sleeper that had been ‘mislaid’?
If your friend has no joy here I’ll PM you with some advice on how to proceed.
I think I need to by pass Coral Customer Complants and go straight to the top – any ideas of who to go to?
No I haven’t….Send the boys round Mike.
Surely the moral of the story is fill your slip in correctly. I’m sure getzippy will be happy to go around to the shop and defraud them of the 440 quid that is apparently owed.
That’s exactly the sort of reply I would have expected from you DJ – it doesn’t help one iota now, but sound advice for the future – cheers.
As for everyone else who offered friendly help and advice many thanks. I’ve managed to get past Corals Customer Care team and escalate it to someone ‘higher’ who has promised to get back to me within 48 hours to let me know if they traced the subsequently void (the cashier has now admitted it was void after all selections had won) £20 treble.
Cheers.
Mike
Surely the moral of the story is fill your slip in correctly. I’m sure getzippy will be happy to go around to the shop and defraud them of the 440 quid that is apparently owed.
That’s exactly the sort of reply I would have expected from you DJ – it doesn’t help one iota now, but sound advice for the future – cheers.
As for everyone else who offered friendly help and advice many thanks. I’ve managed to get past Corals Customer Care team and escalate it to someone ‘higher’ who has promised to get back to me within 48 hours to let me know if they traced the subsequently void (the cashier has now admitted it was void after all selections had won) £20 treble.
Cheers.
Mike
Keep the pressure on them. Mike. You have a very good case as far as I can see. There is also an independent body that deals with punters complaints re bets. I cannot remember what they are called (?), or if they are any good.
Interesting advice re the serial number of the bet – def your next port of call.
I suspect the person now dealing with it at Corals knows you have a good case. I think you should stress the bad customer services element and the unethical way the shop staff have dealt with you – certainly the cashier.
Zip
Surely the moral of the story is fill your slip in correctly. I’m sure getzippy will be happy to go around to the shop and defraud them of the 440 quid that is apparently owed.
Right on cue, David.
Zip
Let me know how you get on, MM. It isn’t my area at all but if you come up against a brick wall, I may be able to have a word with someone…
Cheers everybody.
This is what has happened so far.
I started this thread for advice as my brother was due to come round as he wanted help in penning a complaints letter.
When he didn’t arrive I rang him to ask him why and he told me he was in discussion with customer services who were looking into his case.
He later rang me back to tell me that customer services said that the case was closed as they had been in touch with the shop manager who had told them that everything was in order according to the £2 bet.
What the shop manager failed to do was inform customer services that there was a £20 bet, which he decided to void because the till was (apparantly) £18 down, and put the bet back through as a £2 treble
My brother then spoke to customer services again, asking them to trace in the system the £20 bet which was subsequently voided. Customer services told my brother that they couldn’t trace the £20 bet, that the shop manager told them there was never a receip with £20 on, and told him that he was wasting their time and put the phone down on him. My brother is also adamant that when he collected his money on the Sunday, the manager told him he only voided the bet when all the horses had won, yet now the manager is denying that there was ever a £20 bet placed.
Customer services also informed my brother that the cashier now remembers him giving her £20 for the £2 treble and that she gave him £18 change. This is a complete lie as my brother placed other bets at the same time. Also, if what the cashier is saying is true, and what the manager is saying is true (that there was never a £20 bet in the system) then why would the till be £18 down at the end of the day?
My brother is fuming now that he has been made out to be a liar. He has about 10 witnesses from the shop who can vouch for the argument he had when he originally went to collect his money. He also has a lot of witnesses who saw the receipt with £20 on during the 24 hours it was in his possession.
I have lodged a complaint via email, stating all the facts and that the issue is now not about a £2 treble being settled correctly or incorrectly, the issue is now about this £20 bet thar was put through their system, is being denied all knowledge of, and cannot be traced by customer services. I asked for the email to be dealt with by a senior manager – I received a reply telling me to give them 48 hours to act upon it. I will do this.
Thanks to the very kind members of TRF I have been given contact details of ‘people in power’ if I need to take this further.
TDK, many thanks for your offer of help – I will be in touch if after the 48 hours requested by Corals I haven’t heard anything.
Cheers
Mike
Mike please take this as far as you can, he can’t be treated like this. It’s terrible. Write to the media, Channel 4 racing, racing post, ATR, RUK… If that doesn’t help lets all go camp outside their shop with placards!! Other than that can’t offer any more help, just my sympathies as must be very stressful and annoying.
Good Luck!!!
Cheers Kirstey,
Yes he is very stressed – he says there is nothing more annoying than when someone is blatantly lieing and he is now willing to give the money to charity just as long as he gets a full apology and that the manager faces the consequences of his actions.
All we have to do is get Corals techies to search in their system for this £20 bet – once it is found then the proof will be there that the manager lied about it – and if he lied about it then why and what else has he done?
The problem is trying to get past customer services because all they do is ring the shop and take the manager’s word. Like I’ve said though, if I don’t get a satisfactory reply from the email I sent then I have contact details for the top men at Corals and will complain to them.
Mike
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