What are you talking about? Of course we are aware of our rules: It is simple: we grade bets the same way as Pinnacle. What I am currently not aware of is: how Pinnacle graded this bet. Your information suggests that they refunded it. I need to confirm this information before I will pay out the money. Therefore I need a team member who is currently not available.
I know this process takes some time and the main problem is that the wrong grading happened in the first place. But please note that we handle this cases very generous towards our customers since every wrong grading will make us payout the winnings twice from our own pockets.
If you are aware of your own rules then why did not you coded your system accordingly?
Why dont you check your own rules?
I help you out. Here is your rule in this case. There is no need to wait another days. (You have at least 3 days to check your own rules. )
http://www.pinnaclesports.com/en/help/betting-rules#Tennis4. Handicap and Total Games Betting:
If a tennis match is not completed because of a player retirement or disqualification, all Handicap and Total Games bets will be considered void, regardless of the score of the match. Such wagers will be cancelled and the monies refunded.
You can claim back the amount from the other user. (Simple remove the amount from their account if there is enough amount )
(Do it now before that player notice this issue reading this topic and withdraw all their funds. )
