@Annie RKH @Ina Rkh Rémi Rkh 

I have posted the negative about my betsafe complaint, actually received
a positive today after I replied with a summary of the whole case to them.
Thank you for contacting us.

My name is Eduard and I am one of the managers of Betsafe Customer Service.

First and foremost please accept my sincere apology for all the trouble you had to go though. Great customer experience is in a core of our business and it is very frustrating to see that on this particular occasion we did not deliver according to your and our own expectations. We take this feedback very seriously and will do our best to make sure such situation doesn't happen again.

The 1st Level rule is indeed a part of Microgaming Poker rules for freerolls, although it is not included in the Terms and Conditions on our website. I completely agree that we should have realized where the problem is much faster and I am very sorry for the confusion around this.

I will not go more into specifics of this case, however I have discussed this issue with our Head of Poker and he asked me if you could contact him directly in order to arrange a suitable compensation. I will appreciate if you could send him an e-mail to @betssongroup.com and I am sure you will come to an agreement.

With regards to an official complaints procedure it is available on our website within General Terms and Conditions. Should you wish to receive more detailed information please let me know and I will send you all the details.

Thank you for your patience and understanding.

Please feel free to contact me again should you have any other questions or comments. Otherwise I recommend that you contact Adam as soon as possible and I am sure that he will offer you a proper compensation.

Regards,
Eduard

Manager
Betsafe Customer Service