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09 Jan 15 14:05
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Date Joined: 22 May 02
| Topic/replies: 14,025 | Blogger: Betfair Customer Services's blog
After the positive feedback we received from the last #AskBetfair session we ran in May, we’ll be hosting another Q&A session later this month. #AskBetfair will take place on the Forum and Twitter on Wednesday 28th January, between 17:00 - 19:00 (GMT).

So that we can answer as many questions as possible, we ask that these are e-mailed to us in advance to AskBetfair@betfair.com or tweeted to @Betfair using the #AskBetfair hashtag.

You can send any questions you have from now, and response will be posted on the night of the Q&A. Unfortunately it’s not possible for us to respond to individual e-mails, but we’ll 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/go/foru... We’ll also be tweeting links to the session on Twitter via @BetfairHelpdesk.

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Replies: 67
By:
Betfair Customer Services
When: 28 Jan 15 17:00
Good evening and welcome to another Betfair Q&A.

Thanks to those who submitted questions in advance. We've had many on similar themes so you may find your exact question isn't answered, although we'll try to cover all topics.

Customer's wishing to ask questions during this session can email AskBetfair@Betfair.com or Tweet @BetfairHelpdesk using #AskBetfair
By:
Betfair Customer Services
When: 28 Jan 15 17:03
Is there any chances to see more tennis markets offered at Betfair? Like those ITF's going now at USA and Germany, would be great to have opportunity to trade them.
We are looking to further expand our market offering in Tennis. For example this year we’ll be offering Game by Game betting across all Men’s ATP Tennis from the 1st round onwards with the view of expanding this into WTA in the near future.
With regard to ITF Tennis, we are in fact offering the events currently taking place in the USA and Germany, albeit for the Women’s tournament only. We will also be offering markets on eight other Women’s ITF tournaments in January. Overall in 2014 we offered 73% more tennis events than in 2013.  We will look to increase the number again this year.
By:
Betfair Customer Services
When: 28 Jan 15 17:06
It must be fairly obvious by now that the ‘new website’ is not very popular so what are your plans for it (and the old site) in the future. Also why don’t you have a user vote as to which is the one to keep?
Having taken feedback from customers on the “new site” we have made significant changes and have been rolling out Exchange+ to address the issues raised. We encourage you to try Exchange+ now (available on Racing and Football market views). Exchange+ is being built to offer a better experience than the old Exchange site. For example, we have rolled out one second price updates to racing and will be extending this to football in the next few weeks. You can try the new site now by visiting: www.betfair.com/exchange/horseracing/#/n... You can feedback directly to the Product team by using the Exchange+ feedback forum: betfair1.uservoice.com/forums/263937-exc...
By:
Betfair Customer Services
When: 28 Jan 15 17:12
Is it possible to speed up the time it takes to transfer money back to a bank account? (are you actively working on this?)
Once you request a withdrawal from your account the funds leave your account instantly, but are held for a period of time for us to carry out internal checks (to protect both us and our customers). The funds are 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 majority of cases the funds arrive within 2 to 3 working 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.
By:
Betfair Customer Services
When: 28 Jan 15 17:15
Will we see the Irish Tote back on the Betfair website?
We're in discussions with Tote Ireland as to how best to reintroduce an Irish Tote product and are working towards enabling our customers to bet directly into the Irish Tote pools. We cannot promise that this will come back any time soon but when it does, we’ll be letting you know.
By:
Betfair Customer Services
When: 28 Jan 15 17:18
We was told about 5 years ago on your older Q&A that if it was a matter of money , the speed would be quicker and that it was technology holding the speed back for horse racing picture speeds.
We know that it is possible to stream pictures straight from the course to people at home, using face time or a similar streaming product as on-course players have done so with minimal delay, this was mentioned in an article in the racing post this month. With a bit of investment from Betfair to each course (which could be done course by course to reduce a big bill) using a similar streaming service, it would be possible to get the delay to below 1 second for Betfair live video. Is it now just a matter of Betfair not willing to invest to create a level playing field for all?

We can only work with the available commercial streaming providers to provide the best possible experience. We are not a streaming provider and we don't have the expertise to become one. Therefore the type of investment you suggest is not an option for us. However, we continually look to work with our providers to minimise streaming delays across both desktop and mobile products.
By:
Betfair Customer Services
When: 28 Jan 15 17:21
When a race is off 20 minutes late, it always disappears from the list of races that we can view on live video, so we can no longer view it once it starts. Can this be fixed? Other betting streams still manage to show it.
This is something we acknowledge that we needed to improve upon and an internal process has now been put in place to make sure that all significant race delays are communicated to our Live Video team. The relevant timing changes are then made to make sure such delays will not affect the ability to stream the affected races.
By:
Betfair Customer Services
When: 28 Jan 15 17:24
In July 2013, Betfair started a trial to remove transaction charges, with the intention to review your pricing structure. What was the result of this trial?

When pricing up an in play football event, where you may have a lot of sub markets for each event, you don't get very far by 1000 bets/hour, as the odds are changing continuously. And for those of us involved in more than one match at once, this becomes a severe restriction.

It seems like you intend for players that have a large turnover to have more than 1000 bets/hour, as you offset the charge against commission paid during the day. However, this offset is quite difficult to relate to, as you don't know in advance how much commission you will pay for a given day. At least, it would be better if you instead offset the charge against Betfair points. Also, you must have a huge turnover for this offset to be of any significance.

I hope you also look at the long term effects of transaction charges, as I believe the most important short term effect of the charge is higher spreads, and the long term effect of higher spreads probably is fewer customers.

When we trialled relaxing the transaction charge in 2013 we saw the number of placed/edited bets increase, but not the number of matched bets. This increased load creates additional costs for us at no benefit for our customers.

Transaction charge is offset against commission generated* (not commission paid), which means that even if you lose all bets in a given day your transaction charges will still be offset. Commission generated is less volatile than commission paid, so this should help you when factoring transaction charges in to your activity.
We don’t want transaction charge to be a limiting factor for customers that are trying to get bets matched efficiently, which is why it is offset against commission.

*Commission Generated =(Commission + Implied Commission) ÷ 2 
where implied commission = market losses x 3%
By:
Betfair Customer Services
When: 28 Jan 15 17:26
When betting on races that have yet to be priced up, would be poss to offer punters a 'first show' price?
These are not in the market view and we’ll give that some consideration. However, Exchange Forecast prices for UK & IRE Racing are available in advance on www.timeform.com/free/ which can be accessed from the Horse Racing tab on the website.
By:
Betfair Customer Services
When: 28 Jan 15 17:28
I was very surprised you did not go  ‘in running’ on the Breeders Cup Horse Racing markets last year – will you be doing so this year? or is this another example of dumbing down the exchange offer.
This was entirely to protect our customers. Unfortunately, the latency of our live video offering was too severe to be able to offer the Breeders’ Cup in-running, which is also why we are unable to offer other US races in-running as it stands. We are currently scoping out the possibility of working with a low-latency streaming provider in the US, which, if successful, will enable us to turn back-on in-running on US races, including the Breeders’ Cup.
By:
Betfair Customer Services
When: 28 Jan 15 17:30
There are rumours about a change the premium charge. Is a change likely to happen and if so, when? What sorts of changes are likely to take place?
We currently have no plans to change the premium charge.
By:
Betfair Customer Services
When: 28 Jan 15 17:33
In your previous Q&A session dated 28/5/14 you were quoted re Racing UK as follows “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.

I have used Betfair Live Video in excess of 95% days throughout last year and have yet to be offered complimentary RUK. Am I not a regular and valuable customer?

This RUK Anywhere subscription was something which we trialled as a temporary solution last Summer with a view to working with our streaming providers on a longer term solution.

Unfortunately, complimentary live video isn’t something we are actually allowed to offer by the rights holders. However, we are in talks to offer Live Video for Australian and Singapore racing and domestic greyhounds. As soon as video from other territories becomes available, we will do our best to get agreement to offer it to our customers.
By:
Betfair Customer Services
When: 28 Jan 15 17:36
Can you put cricket matches in-play when play actually starts?
Occasionally Cricket matches are delayed due to rain or any other reason, resulting in a late start. In these cases we still turn these markets in-play at the start time as many markets are impacted by the weather and the likelihood of the match being shortened etc. For example the Completed Match market can trade high volumes just on whether the rain will continue or not and as such we want to have a delay in place. Shortened matches also affect the Match Odds and other secondary markets so an in-play delay is required.
By:
Betfair Customer Services
When: 28 Jan 15 17:38
Would you consider changing the rules in regards to cricket matches for 'Match Odds' if a game ends in a tie?
We’ve looked at this in the past and concluded that the market rules we currently have in place are the most suitable. After careful consideration we don’t believe that there is a fairer alternative. It’s worthwhile bearing in mind that we do also offer a ‘Tied Match’ which effectively covers the draw.
By:
Betfair Customer Services
When: 28 Jan 15 17:41
In the last Q&A, you said to "watch this space" regarding in-running betting on USA horse racing as the streams are much faster than they were in the past. Is there any update/news on this or any trials in the pipeline?
This is still very much in progress and, although we cannot commit to a go live date, we are confident that various improvements to our US racing offering will be made in the second half of 2015. As well as the potential to offer in-running on US races, we continue to investigate the possibility of extending the number of tracks offered on the Exchange. We’d welcome any suggestions of tracks you’d like us to consider.
By:
Betfair Customer Services
When: 28 Jan 15 17:43
Will Betfair ever advertise the Exchange in the same capacity as they do with the Sportsbook?
We advertise the Sportsbook as it is a much more effective product to attract new customers, often through sign up bonuses and enhanced prices.  Once customers join Betfair we then offer them the full range of services and encourage them to crossover to the Exchange through targeted email campaigns.  For customers who remain betting on the Sportsbook we have introduced a feature called "Price Rush" which offers them the Exchange price if better than the Sportsbook.  We then simultaneously place that bet into the Exchange so the liquidity ends up in the Exchange pool even if the customer bets on the Sportsbook.  Currently each month around 30% of Sportsbook customers receive a Price Rush (i.e. effectively bet into the Exchange) and we will expand that coverage further as we go forward.
By:
Betfair Customer Services
When: 28 Jan 15 17:45
When will we get a Windows 8 Mobile APP.?The Website mobile version is awful
We currently have no plans to create a windows mobile application  due to the size of the Windows phone market.  We are continuing to invest in our mobile web products for both Sportsbook and Exchange but they are currently work with all mobile web browsers.
By:
Betfair Customer Services
When: 28 Jan 15 17:47
There are dozens of football markets now since the sportsbook started. Is there no way of creating a 'streamline' . For exchange; so many football markets since the sportsbook started. Is there no way of creating a 'streamline' view.
Since launching the Sportsbook we have increased our football market coverage and for larger competitions offering in excess of 120 markets.  We are currently working on both the Sportsbook and Exchange better ways to present large numbers of markets to customers across all channels to ensure we provide the best experience to customers.
By:
Betfair Customer Services
When: 28 Jan 15 17:51
Betfair used to say "winners are welcome".  Is that now not the case?
Winners continue to be very much welcome at Betfair and for some of our winning customers, the Exchange is one of the few places where they can reliably get a bet on. The Exchange also continues to sustain pricing advantages that give customers a much better chance of winning in the long run. Our Sportsbook is obviously a different product, but it is very competitively priced and we enjoy the healthy competition we get with customers.
By:
Betfair Customer Services
When: 28 Jan 15 17:53
Can you please keep some consistency between the Sportsbook and Exchange. I understand the person to person rationale but at least punters know where they stand if it’s the same rules on both. Example – Next manager markets
We do try and keep our market rules consistent across sportsbook and exchange and the vast majority are the same.  However, there are certain markets, often in specials, where greater detail is required on the exchange (the next manager market rules are 7 paragraphs long).  In Specials markets there are a variety of quirks that can occur where the outcome or result may not be clear so we cater for every eventuality on the exchange.  The sportsbook has more flexibility i.e the option to pay out on 2 winners that we don’t have on the exchange therefore on certain markets the rules are simplified on the sportsbook.
By:
Betfair Customer Services
When: 28 Jan 15 17:55
Please can you scrap the three day rule. Circumstances can change in terms of weather, player availability etc.. If people want to place the bet again then they can. If they don’t, they’re not forced to.
While technically speaking we do have a 3 day rule in Football, the reality is that 99% of postponements or abandonments are voided within hours of the match being postponed/abandoned.  Also, we believe that voiding a match that has been abandoned but is continued the next day would be unfair, certainly if a given team were 3-0 ahead and only 30 mins left to be replayed the next day.
By:
Betfair Customer Services
When: 28 Jan 15 18:00
Many side markets in various sports have seen liquidity plummet, even falling to £0 being matched or offered in some cases.  This is the result of the introduction of the Premium Charge and Sportsbook.  Apart from cross market cross matching and Price Rush, what will you be doing to fix this? 
We are excited about the prospect of cross market cross matching, it will be rolled out in some football events shortly and we’ll be looking to expand that to other sports once we are happy with the performance. This should have a dramatic impact the liquidity in on a number of ‘side markets’ and we would welcome your feedback once it is live. Price Rush has also had a positive impact in terms of matching recreational customers bets in the Exchange and we will be continuing to roll this out across more markets in the future.
We do have some other initiatives in the pipeline to improve liquidity in ‘side markets’ and will look to share those plans with our customers when they are closer to release.
By:
Betfair Customer Services
When: 28 Jan 15 18:04
If you dare to have a good run on the Sportsbook your account will be heavily restricted very quickly. Are you not just like any other bookmaker now?
Stake factoring is part of any Sportsbook's risk management system, including our own. However, with Betfair you can easily switch to the Exchange where no account is ever restricted.
By:
Betfair Customer Services
When: 28 Jan 15 18:06
Markets are often ordered in a fairly random order, especially for football. e.g. the corners markets aren't grouped together, card markets aren't together, etc. Will this ever be improved?
We are constantly looking at ways to improve how we order markets actress both the Sportsbook and Exchange especially when we have events with lots of markets. We try and promote the most popular markets but we appreciate that this will not always work for all customers.
By:
Betfair Customer Services
When: 28 Jan 15 18:09
Why do you ban customers from your promotions and best odds guaranteed?
Some customers confine their activity with us to those occasions when we’re offering a Promotion and whilst we understand that this is a perfectly legitimate approach to betting, we also know that this is doesn’t benefit our loyal Sportsbook customers. So, in order to continue offering the best value promotions to our regular users, we sometimes take the decision to exclude those primarily displaying these behaviours.
By:
Betfair Customer Services
When: 28 Jan 15 18:10
Why do you send emails inviting customer to take up the latest promotions that they are banned from?
We always try to ensure that our customers only receive promotions they are interested in or are eligible for. Unfortunately sometimes we don’t get this right and apologise for any inconvenience. We are looking for ways to improve this going forward.
By:
Betfair Customer Services
When: 28 Jan 15 18:12
Betfair seems to be putting all its focus on growing the Sportsbook part of the company, and this seems to be at the expense of the exchange. Is the exchange still at the heart of the company's future plans? If so, will it start advertising the exchange again and encouraging new customers to use it?
The Exchange remains very much at the heart of everything we do. Volumes are healthy, it continues to offer pricing advantages on significant numbers of markets and it’s trading functionality is at the centre of the exciting wider sports platform we now operate.

As you say, we have recently promoted our Sportsbook, which is giving us new ways to acquire recreational customers. The Sportsbook gives customers a simpler interface that some understand more easily, but in time we would hope the many of these will start start to see the benefits of the Exchange as well.

Once customers join Betfair we then offer them the full range of services and encourage them to crossover to the Exchange through targeted email campaigns.  For customers who remain betting on the Sportsbook we have introduced a feature called "Price Rush" which offers them the Exchange price if it is better than the Sportsbook.  We then simultaneously place that bet into the Exchange so the liquidity ends up in the Exchange even if the customer bets on the Sportsbook.  Currently each month around 30% of Sportsbook customers receive a Price Rush (i.e. effectively bet into the Exchange) and we will expand that coverage further going forward.
By:
Betfair Customer Services
When: 28 Jan 15 18:13
In large markets such as golf (often 156 selections), is it possible to have the markets re-ordered more often?
Currently the runner order of a golf event on The Exchange are updated manually based on price.  We currently don’t have any automatic re-ordering based on the performance of a player.  Thanks for the feedback and it is something we will consider in the future.
By:
Betfair Customer Services
When: 28 Jan 15 18:13
Would it be possible to be able to re-order the markets on the client-side rather than server-side?
We wouldn’t want to perform an action like this on the client side especially if we were to increase the number of times we updated the ordering as it could slow down the experience for the users especially if accessing on a mobile device.
By:
Betfair Customer Services
When: 28 Jan 15 18:14
In the last two Q&A sessions I have questioned why the everyday players have to 'match' a bet to watch the LV when in effect we can be wagering 10 times the £5 during the race itself.

Can you not just look into your 'regular, valuable customers' and wave the match bet to save us all the inconvenience especially on busy days?

This RUK Anywhere subscription was something which we trialled as a temporary solution last Summer with a view to working with our streaming providers on a longer term solution.

Unfortunately, complimentary live video isn’t something we are actually allowed to offer by the rights holders, as a bet must be struck prior to a race to trigger a full stream for that race. The requirement is the same for all online bookmakers.
By:
Betfair Customer Services
When: 28 Jan 15 18:17
Us customers have the understanding that PC is needed for Betfair to break-even on successful players as it cost money to advertise, pay employers, etc. to run Betfair.
20% is the break-even point, which is fair enough, then at 40% PC Betfair are making a good profit on each person paying 40% PC (20% total profit). Isn't it now time that the 50% and 60% are scrapped?
I never see in-running or the Exchange advertised on TV, the racing post etc. so the money you take is not being used for what it is meant for. All the advertising is for the Sportsbook. None of the Sportsbook money that is put back into the Exchange goes into the in-running markets as it is all pre-race money. This seems very unfair to me. When will we see a revision of the PC charge to make it fairer for everyone?
Shouldn't Betfair be making more use of the money generated by PC, for such projects as quicker fairer picture speeds across all sports on their Live Video service, more advertising of the Exchange and not only the Sportsbook, etc. instead of using the PC charge merely as a way to make more profit for Betfair?
For all the bad will and negativity the PC has created in the last few years amongst its users (PC payers and non-PC payers) and non-users since its introduction, does Betfair feel it has been a good thing for growing the company?

Firstly, congratulations on your winnings – as a 50% premium charge customer you are one of the most profitable punters out there. We currently have no plans to change the 50% and 60% rates.

The Exchange is a still at the heart of Betfair. We advertise the Sportsbook as it is a much more effective product to attract new customers, often through sign up bonuses and enhanced prices.  Once customers join Betfair we then offer them the full range of services and encourage them to crossover to the Exchange through targeted email campaigns.  For customers who remain betting on the Sportsbook we have introduced a feature called "Price Rush" which offers them the Exchange price if it is better than the Sportsbook.  We then simultaneously place that bet into the Exchange so the liquidity ends up in the Exchange even if the customer bets on the Sportsbook.  Currently each month around 30% of Sportsbook customers receive a Price Rush (i.e. effectively bet into the Exchange) and we will expand that coverage further going forward.

While we understand that Premium Charge was not well received by some customers, it has done its part in making the exchange sustainable which is a good thing for all users.
By:
Betfair Customer Services
When: 28 Jan 15 18:19
What are you doing to replace the webpage - form.tennis.betfair.com (live scores and stats)?
We switched off the Tennis live scores and stats micro-site during the back end of the previous season (2014) with the view of re-building a new and improved site. Considering the old site was fairly dated we will be re-building the entire site from scratch and are looking to incorporate new functionality. Therefore at this point any feedback on the previous site and suggestions for improvements would be welcomed as we work on what the new site should look like. Release dates are yet to be confirmed, but we endeavour to re-launch the site at some point this year.
By:
Betfair Customer Services
When: 28 Jan 15 18:20
Why on earth has the search box gone (on Exchange)?
The search box is currently missing from the Exchange+ Market Views whilst we roll out Exchange+. We will be bringing the search box back to the Exchange pages and we expect this to be done by the end of March.
By:
Betfair Customer Services
When: 28 Jan 15 18:21
Your mobile App is light years behind the sadly no longer available iBetMate. Do you have any plans to upgrade your App using some of the excellent features offered on iBetMate?
iBetMate was developed by a licensed API software vendor and was not developed by Betfair directly.

The vendor who created iBetMate decided not to migrate the application to the new version of the Betfair API and so this was retired at the same time as the old version of the API.

A number of alternative mobile applications are available and these are listed via the Betfair Apps directory (apps.betfair.com/mobile/)
By:
Betfair Customer Services
When: 28 Jan 15 18:23
Why is the higher rate charged on the basis of lifetime P&L, rather than on hitting annual targets? It means you get stuck on the higher rate regardless of how you do in the future and punishes those that have been with the site a long time. It seems a strange way to treat loyal customers.
Congratulations on your success – Winning £250,000 is no small feat. We use your lifetime net P&L (after all charges) to measure how successful you have been on Betfair. Annual performance goes up and down so it isn’t a good indicator of just how well you have done.
By:
Betfair Customer Services
When: 28 Jan 15 18:24
Your mobile App is light years behind the sadly no longer available Ibetmate. Do you have any plans to upgrade your App using some of the excellent features offered on Ibetmate? I have found your app very disappointing in comparison.
Over the past few months, we have consolidated our mobile offering on the Exchange to allow us to focus on delivering a better product. Our Exchange mobile products will be receiving a host of new features over the next few months including faster price updates and improved market graphs. Alternative vendor applications are available at apps.betfair.com which offer more specialised features and we would recommend you have a look at some of these as they may be a more suitable replacement for iBetMate than the Betfair mobile app.
By:
Betfair Customer Services
When: 28 Jan 15 18:26
When do you plan on resuming contributions to the Greyhound fund and to resume Greyhound competition sponsorship?
We previously contributed to the Greyhound fund for many years but the majority of our online competitors did not make any contribution for their online business. This put us at a competitive disadvantage and having raised the issue numerous times we eventually stopped paying until a level playing field could be formed. We remain open to working with the Greyhound industry in future.
By:
Betfair Customer Services
When: 28 Jan 15 18:28
Are you going to take steps to improve exchange liquidity?
We have two main initiatives underway which will help liquidity on the Exchange.  The first, called cross-market cross-matching, is currently being trialled and will be rolled out in coming months.  The second is a feature on the Sportsbook called "Price Rush" which offers Sportsbook customers the Exchange price if it’s better than the Sportsbook. We then simultaneously place that bet into the Exchange so the liquidity ends up in the Exchange pool even if the customer bets on the Sportsbook. Currently each month around 30% of our Sportsbook customers receive a Price Rush (i.e. effectively bet into the Exchange) and we will expand that coverage further as we go forward.

We do have some other initiatives in the pipeline to improve liquidity in ‘side markets’ and will look to share those plans with our customers when they are closer to release.
By:
Betfair Customer Services
When: 28 Jan 15 18:30
Hello, we'd like to know what plans Betfair have for russian market. Some communities and forums say than Betfair will rise premium charge up to maximum level since february for russian customers, others say that Betfair will call off premium charge to level its profits because UK Gambling Commission forces betting operators to reduce their share in countries with uncertain gambling laws. So, what will happen to Russian customers
Recently, the Russian authorities have taken several steps that adversely affect online gambling services provided to Russian residents, including IP blocking of Betfair’s site in April 2014. Consequently, Betfair has had to review the prices and services it offers to Russian customers.

We are currently in the process of reviewing the Premium Charge rates for Russian residents. If you are affected by any changes, we will be in contact with your shortly to provide all relevant details. Or if you give us your details we can tell you now if you will be affected.

For those customers with residence outside Russia, we highly recommend that you update your address details and proof of addresses that Betfair have on file, to reduce the uncertainty due to the regulatory (and consequently pricing) situation affecting only Russian residents.
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