Here goes for an eventful evening

Paul: Hello welcome to Betfair you are chatting with Paul. How can I help?
You: Hi, I have several tickets expiring but I've no games to use them on, can you help me?
Paul: one moment pls
Paul: i am going to have to transfer you to the games queue
You: Have you transferred me?
Paul has disconnected.
Mike C: Hello welcome to Betfair you are chatting with Mike C. How can I help?
You: Hi I've won several tickets in the poker software but there isn't enough games to use them on, any help?
Mike C: Hi , sure , i will take a look

Can I have your email address please ?
You: blanked out
Mike C: And your username please ?
You: Betfair or Poker?
Mike C: Betfair :)
You: Blanked out
Mike C: When did you win these tokens please ?
You: All week but I've 2x €100 tokens but only 1 game to choose from tonight
You: There are €10 tokens but we can deal with them later
Mike C: From my end , I can see that you have multiple unused 10 euro token to use on Viva Fast Vegas
You: yes plus 1 x €100
Mike C: That is correct , now what seems to be the exact issue please ?


You: There is no game I can use my other €100 ticket
Mike C: What do you mean ? Are you receiving an error message ?

And would you be able to provide me with a screenshot ?

Like that I can directly raise the issue to the Poker team myself
You: There is not enough games I can use these tickets for. I don't want them to expire as I can't use them, can I transfer them to generalised tickets?
Mike C: Mark , I have spoken the Poker team .

Unfortunately , you would not be able to change the ticket.

That is the token you have available , and it can be used on games linked to that token
You: There is not enough games the tickets can be used for
You: There are 5x €1games but only 2x €10 games and 1 x €100 game. I've won these tickets by spending my own money
You: It's not really my fault I've no games to spend them on
Mike C: I understand Mark , but you have no choice to use it on that game
You: I have 2 x €100 tickets, I'm currently using 1 on the game later, I don't want the other to expire. I've spent my own money winning these tickets, I don't think the fault is on my end. On Stars they give you T$, I've no problems reinvesting it on Betfair.
You: That's why I'm hoping for a generalised ticket to spend if there are no other games I can use it for
Mike C: Mark , even though its the same token , the outcome will vary .

I have spoken to a superior , and they informed me the same thing , the token must be used on that game , regardless of the fact that you have another token the same game
You: I have no problems using the tickets if there are enough games I can use them on
Mike C: Mark , I do understand where you are coming from.

I will raise this issue directly to the poker team
Mike C: Email address is BLANKED OUT, right ?
You: Yes but I'd like to have this resolved tonight, can I have a superior's id so I can phone Betfair?
Mike C: Sure thing , the Games Department phone number is 0344 871 0000 Mark.


You: Thanks, I know you have a certain line on this but it's not really my fault. Betfair run the promotion without thinking.
Mike C: I understand Mark .

I hope the issue will be solved

Thank you
You: Have you a superior I coulld tak too?
Mike C: Unfortunately you would not be able to talk to a superior in this case.

You: Are you bullshtting me then?
Mike C: Mark , if you like , I can request a call back from my end.

Like that , one of the games agents will call you over the phone
You: I'd like this escalated TBF, my tickets will expire but nothing to use them on. I'd prefer a resolution tonight
Mike C: Mark , I can raise the issue directly to the Poker team , but there is no way of saying at what exact time the issue will be re-solved since it works in a queue system

That is why I recommended a call back Mark , would you like the call back ?
You: Can I phone the poker team direct?
Mike C: The games team would deal with Poker , number is 0344 871 000 like Previously stated
You: Are the games team and the poker team the same?
Mike C: The games team deals with All Games related queries - Poker , Casino etc
You: I'd like to speak with someone that knows the poker promotions
Mike C: Yes Mark , Poker promotions are also dealt with by the Games department
You: Getting nowhere here, thanks for the help, not your fault but I think you could have done better for me. BTW chat copied and I will take this further.
Mike C: Ok Mark I understand .

Thank you and have a good evening