Forums

Forum Chat

There is currently 1 person viewing this thread.
Due to the level of positive feedback we received following the #AskTheMD session that we ran in December, we will be hosting another Q&A session later this month. #AskBetfair will take place via both the Forum, and Twitter on Tuesday 27th May between 18:00 – 19:30 (GMT).

To allow us to answer as many of your questions as is possible, we ask that these are emailed to us in advance to AskBetfair@betfair.com, or Tweeted to @Betfair using the hashtag #AskBetfair. We will endeavour to answer as many of your questions as is possible.

You can send any questions you have from now, and responses will be posted on the night of the Q&A. Unfortunately it is not possible for us to respond to individual emails, but we will attempt to answer all questions raised via the live Q&A session.

Questions and answers will be published on the Forum Chat section - community.betfair.com/forum_chat on the 27th May. We will also be tweeting links to the session via Twitter.
Share |

Post your reply

Text Format: Table: Smilies:
Forum does not support HTML
Insert Photo
Cancel
Page 1 of 2  •  Previous 1 | 2 | Next
sort by:
Show
per page
Replies: 50
By:
Betfair Customer Services
When: 27 May 14 18:01
Good evening and welcome to another Betfair Q&A session.

Thank you to those who have already submitted questions in advance of this session. As we’ve have had many questions on similar themes, you may find your exact question is not answered, although we will try to cover all topics.

Customer’s wishing to ask further questions during this session can email their questions to AskBetfair@Betfair.com or Tweet @Betfair using #AskBetfair
By:
Betfair Customer Services
When: 27 May 14 18:03
Are there any plans to modify the Premium Charge or preferably remove it altogether? If there is one thing that is holding back growth in your company it is this iniquitous penalty on winners. Why can Betfair management not see this?
There are currently no plans to remove the Premium Charge from Betfair. In 2013 we ran 0% Premium Charge promotions on La Liga and Rugby Union. The Rugby Union Promotion is on-going, and we will consider extending this promotion should it prove successful at increasing liquidity in Rugby Union markets.
By:
Betfair Customer Services
When: 27 May 14 18:06
Will the 'Rugby Union being exempt from Premium Charges' trial be extended past June?
The Rugby Union trial is currently under review and we will consider extending this promotion should it prove successful at increasing liquidity in Rugby Union markets; however no decision has yet been made to extend the trial. Should the trial be extended beyond June, this will be communicated to customers.
By:
Betfair Customer Services
When: 27 May 14 18:09
How do you work out cash out values?
Betfair pioneered cash out.  This feature allows customers to reverse their bet in play in one click, locking in a fixed position irrespective of the final result.  The cash out price is calculated using live prices from Betfair's Exchange.  These prices are based on the market's expectations regarding the final result at that point in time, and will therefore differ from the prices available prior to the off.  A full explanation of cash out and how it works is available in the help section, en.learning.betfair.com/app/answers/deta...
By:
Betfair Customer Services
When: 27 May 14 18:12
Premium Charge has had a £250k threshold for a number of years. Why can you not increase this every year by £25k or so?
The quarter of a million pounds net profits threshold is designed to ensure that customers have won a serious sum of money on Betfair before being subject to Premium Charges at higher rates. We believe that this is a fair cut off point. The idea of changing the threshold is interesting and something we will consider when reviewing premium charging in the future.
By:
Betfair Customer Services
When: 27 May 14 18:15
I understand that the PC is here to stay, but with declining liquidity (particularly in the in-play markets) wont there be some 'tweaking' to the PC to see if indeed liquidity could be stimulated? For example, why don't you just half the PC (just an example mind you) for major markets (eg. horse racing, World Cup, etc) for a while to see the results. Doing this on minor markets doesn't achieve anything of note.
We are always looking to improve exchange markets - our recent 0% Premium Charge promotions in La Liga and Rugby Union markets are aimed to see what effect removing Premium Charge can have. The La Liga trial was not successful and impact on Rugby Union is currently being evaluated. We may well look to extend this promotion or try reducing/removing Premium Charge in other markets in the future.
By:
Betfair Customer Services
When: 27 May 14 18:18
When you introduced the Premium Charge a significant amount of the justification (in the face of massive customer criticism) was that certain players were taking too much out of the system too quickly and as such were damaging the exchange "ecosystem". i.e. they were taking money out more quickly than you could provide it in the shape of new customers with new funds. So the promise was that the weekly grab would be used for marketing/advertising and bringing new customers to the EXCHANGE.

Can you confirm that this is still the strategy with regard to appropriation of funds collected via the Premium Charge because to this casual observer it appears that the money has all been spent on building a new Sportsbook and a never ending series of on-line amusement arcades. I am struggling to find any marketing or advertising that is focussed on the exchange so would be interested to hear what proportion of marketing budget is targeted at repairing the damage to the "Exchange ecosystem".
   

Betfair’s Marketing spend is split into:

1)    Acquisition of new customers;
2)    Moving customers between products; and
3)    Retention of existing customers.

Acquisition: Our strategy remains unchanged: Acquire new customers on the Sportsbook via advertising etc and then to introduce those customers to the Exchange. This doesn’t stop customers joining Betfair via the exchange. Acquisition to directly the Exchange is performing well. However, for customers unfamiliar with the Exchange we have found it is more effective to acquire them using a product with which they are familiar (i.e. Sportsbook) and then introduce them to the Exchange once they have become a Betfair customer.

Sportsbook to Exchange: Each month a significant proportion of Sportsbook customers are educated on and incentivised to use the Exchange in some form or other. Some customers choose to continue there, others opt for the more recreational experience of the Sportsbook.

As part of our commitment to bringing liquidity to the Exchange, Betfair has introduced a Sportsbook feature called “Price Rush”. When a customer places a bet on our Sportsbook we automatically search to see if there is a better price available on the Exchange (adjusted for commission).  If there is, then we immediately hedge the Sportsbook bet into the Exchange and provide the customer with the improved price.  This mechanism provides better odds for our Sportsbook customers and importantly puts their liquidity into the Exchange.  So as the Sportsbook grows, Exchange liquidity also grows.   We believe it’s a win/win for both Sportsbook and Exchange customers.

Retention: Our Marketing CRM team is responsible for preventing churn and bringing lapsed customers back to the Exchange. Using targeted promotions numerous communications are sent weekly using a variety of channels including via email, Facebook, Twitter, SMS, push notification.

Betfair has invested many millions in Exchange customer retention in the last year and the results are the best we’ve seen in years.
By:
Betfair Customer Services
When: 27 May 14 18:21
Can you make the processing in- running delay zero seconds  on all Sports, inc football (don't know what the purpose is in, delaying peoples bets?)
The purpose of a bet delay is to allow a level of protection for customers when betting In-Play from a variety of data and TV feeds.  Firstly, it gives customer’s time to cancel their bets In-Play as events unfold should they wish to, rather than the bet being taken immediately.  Secondly, (more importantly for Football) it allows our Market Operations team to suspend markets when goals, red cards, and penalties are awarded to protect customers from having their bets taken by customers with quicker feeds prior to a market suspension. We do issue a warning regarding TV delays in our market rules so customers are aware that the TV feed they are viewing could be delayed and in many cases are by 5-10 seconds.
By:
Betfair Customer Services
When: 27 May 14 18:24
Suspend  the  in- running   on Horse racing  when the 4th horse crosses the line, not just the winner as it is now,  as people do have E/W  in -running bets
It’s a good suggestion.  However, there would be some additional complexity for us to manage this regarding photos and stewards enquiries for the place market and also TV pictures don’t always show the placed horses finish.  If we feel there is sufficient demand we will explore the idea further but it would require some technical changes to our market management tools and processes so not something that could be implemented immediately.
By:
Betfair Customer Services
When: 27 May 14 18:27
Have an UNMANAGED football in-running market on the top two leagues
We do offer some Unmanaged In-Play Football matches (no suspensions for goals, red cards or penalties) for fixtures initially advertised to be Managed In-Play but where we no longer have a feed. However, our view is that having this for all fixtures for the top few leagues would split liquidity and be detrimental to the main Managed fixture.
By:
Betfair Customer Services
When: 27 May 14 18:30
At the last Q&A you said you would be monitoring whether demand would be sufficient to trial offering US racing in-play.  What is the situation now please?
We currently don’t have the quality/speed of TV feeds to manage US Racing In-Play accurately. We are still investigating this and it remains a target for us. Watch this space.
By:
Betfair Customer Services
When: 27 May 14 18:33
The new site speed is still far slower than the old one. I often have to revert to the old site - why is this?
We are about to start the process of replacing the horse racing market pages on the new site with our new Exchange+ event view. The migration will be phased over the coming weeks based on customer location. Our original "Classic" site will continue to be available as an option in the top right-hand corner of the site by clicking 'Old site' and we have no intention of retiring this until all functionality is catered for on Exchange.
Exchange+ is the latest innovation from Betfair - a quicker, more responsive version of the Exchange. New improvements include an improved betslip experience, a dutching calculator in the betslip, comprehensive Timeform content built into the market view and an improved left-hand navigation menu. Full details can be seen at: betting.betfair.com/betfair-announcement...
By:
Betfair Customer Services
When: 27 May 14 18:36
Is Betfair planning on resuming their greyhound levy contributions and when will this happen and do you plan on adding more support in way of sponsorship or will you continue to use the sport free of charge?
As with horseracing, Betfair would like to see the funding of greyhound racing operate on a level playing field. At the moment this is not the case as Betfair’s main competitors, including William Hill, Ladbrokes, Coral and Paddy Power, do not contribute to the fund on their online business. Betfair remains open to discussing this with the greyhound industry and other betting operators. We continue to support the sport through substantial contributions to the Racing Post Greyhound TV channel to maximise the sport’s exposure free to air television.
By:
Betfair Customer Services
When: 27 May 14 18:38
Will you be bringing the Cypriot and Chinese football markets back next season on the exchange?
This will be evaluated as part of our end on season review post World Cup
By:
Betfair Customer Services
When: 27 May 14 18:40
When are the probs on Android app going to be sortedt? Why can't I disable Cashout from my account as I don't want it?
We are no longer actively working on the Android app due to lack of customer interest, we have however put a lot of effort into our mobile web app for the exchange, which is currently available at mes-beta.betfair.com/
By:
Betfair Customer Services
When: 27 May 14 18:42
Why is there no option on the sportsbook to back unnamed favs/2nd favs?
We don’t yet have this option yet but we are planning to release this in the near future.
By:
Betfair Customer Services
When: 27 May 14 18:44
I've asked for this for years and keep getting " we will look into it " but why not have corner odds and booking odds in play?
We intend to trial In-Play bookings and corners markets for the upcoming World Cup on the Exchange. These markets are already available in play on the Sportbook.
By:
Betfair Customer Services
When: 27 May 14 18:46
Why is the minimum stake £5 to view horse racing streams where other sites offer it for a lot less?
The minimum stake to watch Live Video via the Sportsbook is only £2 as opposed to £5. The reason why it’s £5 minimum via the Exchange, is due to it being a lower margin product and subsequently a higher cost to us to be able to offer it.
By:
Betfair Customer Services
When: 27 May 14 18:48
As far as I can see, Betfair sponsor lots of horseracing, but very little north of the border. Does Betfair plan on adding anymore horseracing sponsorship in Scotland?
Through our ‘Scottish Racing Series’ Betfair invests £50,000 annually in grassroots Horse Racing sponsorship in Scotland.
Multiple qualifying races are run throughout the year with a grand finale at each of the five Scottish racetracks (Ayr, Hamilton Pk, Kelso, Musselburgh, Perth)
These races cater for both National Hunt and Flat horses and form a crucial part of our investment in horseracing sponsorship.
By:
Betfair Customer Services
When: 27 May 14 18:51
When do you plan on resuming contributions to the Greyhound fund and to resume Greyhound competition sponsorship?
As with horseracing, Betfair would like to see the funding of greyhound racing operate on a level playing field. At the moment this is not the case as Betfair’s main competitors, including William Hill, Ladbrokes, Coral and Paddy Power, do not contribute to the fund on their online business. Betfair remains open to discussing this with the greyhound industry and other betting operators. We continue to support the sport through substantial contributions to the Racing Post Greyhound TV channel to maximise the sport’s exposure free to air television.
At the moment, there are no greyhound sponsorship deals in the pipeline. However as with all sports, we are always looking at commercial opportunities should they arise.
By:
Betfair Customer Services
When: 27 May 14 18:54
When do you plan on resuming contributions to the Greyhound fund and to resume Greyhound competition sponsorship?
As with horseracing, Betfair would like to see the funding of greyhound racing operate on a level playing field. At the moment this is not the case as Betfair’s main competitors, including William Hill, Ladbrokes, Coral and Paddy Power, do not contribute to the fund on their online business. Betfair remains open to discussing this with the greyhound industry and other betting operators. We continue to support the sport through substantial contributions to the Racing Post Greyhound TV channel to maximise the sport’s exposure free to air television.
At the moment, there are no greyhound sponsorship deals in the pipeline. However as with all sports, we are always looking at commercial opportunities should they arise.
By:
Betfair Customer Services
When: 27 May 14 18:56
Why has the previous deposit process on the Zoombet app been changed?
Firstly, just to clarify that Zoombet is still run by a third party, so this was changed by their choice and not ours. The process deposit page used by Zoombet connected to a Betfair deposit page that is now defunct, meaning that Zoombet had to change the address that the link connected to. This would be the reason for the change that was made. If customers are looking to deposit via Zoombet, they can go through the new Mobile Exchange site, which is located at www.betfair.com/exchange from a mobile browser.
By:
Betfair Customer Services
When: 27 May 14 18:58
Why is the minimum bet £2 rather than £1?
There are a number of factors ranging from commercial reasons to currency conversion whilst also to ensuring the stability of the site.
By:
Betfair Customer Services
When: 27 May 14 19:00
On the Beta site why is the horse-race list menu on the left composed of blue text on a grey background? As opposed to the white background on the usual site. I cannot see that this achieves anything but just makes it that much more difficult to read.
We are pleased to announce that the Beta site will change to blue on white background by the end of the month.
By:
Betfair Customer Services
When: 27 May 14 19:02
On a rather more minor point could you tone down the blue and pink background of the Back and Lay columns? They are a little garish.
The blue and pink colours were amended recently as a result of customer feedback, and on the new Beta pages, the shade will change to indicate if you have put the selection into the betslip.
By:
Betfair Customer Services
When: 27 May 14 19:04
Why not give punters a free RUK VIEWING CARD, then just activate it every month , as long as the punter  trades  £5000 a month, this might increase Liquidity (something needs to be done urgently)
Thank you for your feedback.  Based on our renewed investment and partnership with RUK, we are in a position to provide complimentary RUK Anywhere subscriptions to our regular, valuable customers, who meet our streaming criteria. We’ll continue to actively contact such customers in the coming weeks to ascertain interest in the RUK Anywhere package.
By:
Betfair Customer Services
When: 27 May 14 19:06
Why does cashout ALWAYS give me less than if I cashed out manually using the same prices available? Are you profiting?
No, the difference will be down to commission.
By:
Betfair Customer Services
When: 27 May 14 19:08
I’m a small stakes Tote Placepot pool punter who bets mostly with perms. Somebody must have been asked, or you were allowed by Betfred, to take Placepot perms on here for 10p a line, so what's wrong with letting Betfair small stakes punters put on 10p lines for the Jackpot, instead of the minimum stake of 50p a line, which makes large perms too expensive for the likes of me.
The software must already be in place, and this can only increase the size of the pool as more small stakes punters enter the pool. Whenever the Jackpot rolls over, it tends to grow faster as more people have a go at it, especially the big syndicates. We know that Betfred want over a million pound pool to advertise it well, but even if only one person gets a £1,000,000 Jackpot up for a 10p stake, £900,000 of it still rolls over.

Many thanks for your feedback. I’m afraid our Tote minimum bet per line is dictated by the Tote’s rules. Our minimums therefore match the Tote’s online offering. We have however passed your question on to the Tote for feedback and will follow-up accordingly.
By:
Betfair Customer Services
When: 27 May 14 19:10
Does Betfair have anything in the pipeline to increase liquidity in greyhound racing and in running horseracing, as I have found these two areas have dropped drastically recently in liquidity?
Regarding Greyhound Racing, we have seen that volume increases dramatically for RPGTV meetings.  We are pleased that more meetings are being televised, and we will continue to work with all of the stakeholders involved to see this number increase further. In addition, part of the reduction in greyhound in-running liquidity was caused by regulatory restrictions in one of our overseas jurisdictions where greyhound racing was very popular.  We are working on a number of initiatives to allow those customers to once again bet into our greyhound markets.
In-running horseracing was pioneered by Betfair, and is something we are very passionate about.  Liquidity levels in-running can vary substantially, especially for the less prominent meetings.  For this reason we provide Betfair Live Video and Timeform Radio; enabling customers to choose exactly which races they want to follow in-play.  Over the coming period we have plans to develop these services further, with the intention of supporting liquidity in these important markets.
By:
Betfair Customer Services
When: 27 May 14 19:12
You should have more interaction betting wise and introduce a frequent REQUEST A BET option for punters to gather odds
Customers can contact the Helpdesk at any time to request a new market be added to the Exchange, however it is a fact that sometimes these requests cannot be facilitated for market liquidity reasons.  If you think we are wrong, you can always make a suggestion via @BetfairHelpdesk on Twitter.  If enough customers express an interest, we will happily reconsider.  Failing that, if there is a non-standard bet you would like to place you can again contact @BetfairHelpdesk, where they can ask our traders and they may be able to quote you a price directly.
By:
Betfair Customer Services
When: 27 May 14 19:13
Will we soon be able to watch live video from the exchanges through the iPad app?
Unfortunately we don’t currently have plans for live video on our exchange iPad app, we have however put a lot of effort into our mobile web app for the exchange, which is currently available at mes-beta.betfair.com/
By:
Betfair Customer Services
When: 27 May 14 19:14
Would it be possible to display the points scoring in in play tennis matches, as well as the game scoring (eg 15:30 40:40 etc.) this would be most helpful.
Point by point scoring via the site is something that we do regularly offer. However, for some events (for example this week’s French Open) the data is not available from our third party source for us to obtain and offer via the site.
By:
Betfair Customer Services
When: 27 May 14 19:15
I see you are currently developing the "My Bets" section on the web site. This could potentially be a very useful feature. Will you add the possibility of each user changing their default choice that appears when you choose "My Bets"? E.g. the bet type currently defaults to Sportsbook, which for me is never used.
This is a feature that we’re currently developing with a view to implementing before the end of 2014. This is part of a wider ‘Customer Preferences’ solution, whereby customers will be served the most relevant, personalised information available to them as default.
By:
Betfair Customer Services
When: 27 May 14 19:16
For those of us that play every day in nearly every race and generate quite a high turnover, is it not possible that If you meet certain criteria, to not have to match £5 to watch the LV? Bank Holiday's especially it's a nightmare?
Based on our renewed investment and partnership with RUK, we are in a position to provide complimentary RUK Anywhere subscriptions to our regular, valuable customers, who meet our streaming criteria. We’ll continue to actively contact such customers in the coming weeks to ascertain interest in the RUK Anywhere package. At The Races have something similar in the pipeline, which they hope to launch later this year and the intention is that we will also be able to offer this package to any customers who meet our regular streaming criteria.
By:
Betfair Customer Services
When: 27 May 14 19:17
My question is one that might have been asked before, but I do not know the answer; why does it take 2-5 days to clear withdrawn funds from Belfair, when all my other accounts take one or two?
Once you make a withdrawal from your Betfair account the funds leave your account instantly, but are held for a period of time to allow us to carry out internal checks (to protect both Betfair and our customers). The funds are then sent for processing by our banking partners, and at this point follow a standard flow. We state an SLA of 2 to 5 working days but the reality is that in the vast majority of cases the funds arrive within 2 to 3 days. In competitor analysis we have found that the majority of bookmakers also quote 2 to 5 days and the funds arrive within a similar time frame to us.
By:
Betfair Customer Services
When: 27 May 14 19:18
Are we any closer to improving the picture speed delay for ATR tracks on live video. We now know the technology is available where speeds could be as little as 1 second or less (4G, broadband fibre optics, raw satellite feeds, streamed straight from the course to home users using either of the mentioned). So is it now just a question of the broadcasters not wanting to allow betfair access to faster pictures?
Reducing latency on live video streaming is something which is of paramount importance to Betfair, so that we can provide as level a playing field as possible for our in-running horse racing product. Thanks to our commercial relationship with At The Races, we are continuously working together regarding options to reduce this latency, although this won’t be a quick-fix and we hope to be able to update Betfair customers on progress later this year.
By:
Betfair Customer Services
When: 27 May 14 19:21
On the Saturday 10th May 2014 Betfair suffered severe disruption. The community forum service page confirmed there was a problem at 15.16pm ( about 40 minutes after the disruption started ) and was reported as fixed at 7.29am Sunday morning. I expected there would be a post explaining why there was such a major disruption for so long, but saw nothing on that forum.

A few days later, on the Betfair Developer Forum, it was explained that a hardware failure had occurred on the network, and the extent of the disruption was reported as: "Saturday's issue affected API-NG, the Betfair website (Sportsbook & Exchange), as well as all gaming products." As the issues did not affect the current API, version 6, I am amazed that Betfair did not class the disruption as an Outage and disable all betting functionality.

The Betfair Customer Commitment states for Unplanned Outages:

1. How will Betfair maintain a level playing field around outages?

One of your key concerns was that during outages some customers are able to place bets through channels such as Betfair Mobile and our API, potentially gaining an unfair advantage over customers betting via the website.

In the event of an unplanned Sports Exchange outage, we will disable the betting functionality across all channels, ensuring a level playing field. However, should Betfair Mobile and/or our API go down, you will be able to continue betting on the Sports Exchange and this will not constitute an outage.

Placing and canceling bets via the website and API-NG was a nightmare. with long delays being experienced, and confusion over whether bets were actually accepted. In no way could these problems be classed as minor site issues. To think website users were waiting several seconds to get bets placed, if successful, and API 6.0 users were getting instant responses, then this was clearly not a level playing field.

Please explain why the disruption was not classed as an Outage and all betting functionality disabled.


During the incident we made the call to allow betting to continue as most customers were able to place bets unaffected, although we recognise that some experienced a slower than normal experience whilst doing so especially when placing Sportsbook bets.

The technical investigations to determine the root cause were complex and lengthy, which meant we were not able to provide definite estimates for when the issue would be resolved, meaning we did not have much news to communicate to customers other than “we still have a problem”.

The “Customer Charter” that you refer to is no longer something that we refer to in regard to site issues/outages.  We do however of course still consider the “level playing field” issue as part of our incident management process.
By:
Betfair Customer Services
When: 27 May 14 19:22
Why do you charge for PayPal deposits via debit card when these types of deposits are FREE with all other bookmakers?
We incur this fee from PayPal when customers deposit via this method. For a free of charge payment method, we’d suggest using a UK registered Debit Card directly. Full details of available payment methods can be found at payments.betfair.com
By:
Betfair Customer Services
When: 27 May 14 19:24
Are any new USA horse racing tracks coming to exchange or in any talks abt new tracks?
Betfair offers an extensive range of US tracks on the Exchange, and we are currently speaking with other racecourses interested in being with us.  We hope that this will mean an even wider offering in the near future.  Watch this space…!
Page 1 of 2  •  Previous 1 | 2 | Next
sort by:
Show
per page

Post your reply

Text Format: Table: Smilies:
Forum does not support HTML
Insert Photo
Cancel
‹ back to topics
www.betfair.com

New to Betfair?

You need to open an account before you can add content to the forum.

Opening an account only takes a few minutes.

register now