Aren't Betfair useless, incompetent and dishonest?

So I attempt to transfer money from my casino account into my betfair account last night and nothing happens. Worse still, the money completely disappears. This presents two options: email or telephone them on an expensive 0844 number. I do both. My email has yet to be responded to, and on ringing the 0844 number I'm made to wait 10 minutes before I finally speak to a woman called Sofia in Malta. She flushed the funds through. What about the time I've spent on hold trying to get you to sort out your mistake? No sorry, no can do. Company policy. She tells me she's completely alone in the office, there are no managers present. I arrange a call-back which has just taken place. Again, lots of apologies but no, company policy I'm afraid, we won't reimburse you the call you made, it was your choice to call. But, I argue, you had lost my money. Manager responds: you could have emailed. I say, I did email and I'm still waiting for an answer. The manager repeats that she's sorry but it's the company policy: the money probably would have found its way into my betfair wallet. Eventually.

Compare this to when you have a direct debit bounce, or go slightly overdrawn. £20 fee immediately.

One rule for us, a different rule for big business.