Secure My Booking  Reviews 8.605

Awful service 21 days and counting and I have not received my refund although approved. Have emailed several times and rude response from customer service. Why big companies use this service is mind boggling. Very poor and hopefully will receive my refund at some point! Clearly reading other reviews there is an issue this needs resolving and more clarity given to customers. Rather than respond and apologise a confirmed date of refund would be more helpful. ATG should use a provider who can provide a service their customers pay for

Secure My Booking is an amazing company! Nowadays if you're not willing to purchase protection for events, you're taking a risk. I bought 6 tickets for DOG DAY AFTERNOON in NY and half of my party got sick just before the show. The team at Secure My Booking were amazing--they processed my paperwork and I had my refund within a week. Trust me, when you buy tickets for events six months out, you never know what can happen. People got sick the day of the show so there was no time to STUB HUB it but I had my ticket protection and didn't lose my money! I'm a happy convert to their services!

Very disappointed with DWLP, purchased a ticket for Cabaret Voltaire in October and due to poor sales, the show has been switched to Brighton a further 30 odd miles away… got my ticket money back, but lost booking fee and SecureMyBooking insurance… be very careful people … rip off!!

What can i say, Im really grateful to whoever dealt with my case.
My friend had broken her ankle over Christmas and i'd bought tickets for her and myself to go to Oxford.
Sadly, due to her being in a cast not being mobile and travelling.by train we were unable to go and see Miss Saigon.
I was so very grateful to get a refund.... I will eventually try and take her again.
Thank you to whoever was on the receiving end of my emails and thankful I had purchased ticket insurance x

I purchased tickets to the Moulin Rouge through ATG Tickets under for $1,046.16, including an additional $90 for ticket insurance, expecting peace of mind in the event I needed to make a claim.

My insurance claim was approved, yet receiving the refund has turned into an extremely frustrating and stressful ordeal.

ATG’s insurance/refund partner, Secure My Booking / Ticket Refunds, claims my approved refund was sent on April 1, 2026 through Wise, but the payment has been held for “compliance review” with no guaranteed payment date. I was only informed of this issue after the original expected payment timeframe had already passed.

Despite repeated follow-ups:

- No firm date has been provided for when I will receive my money
- The payment cannot allegedly be canceled or reissued unless Wise returns the funds
- Secure My Booking says even if Wise fails, they may need further internal approval before issuing a second payment
- I remain in limbo despite having a fully approved claim

My issue is not just with Secure My Booking, but with ATG Tickets for partnering with a refund/insurance provider that appears unable to deliver timely approved refunds or provide consumers with certainty when problems arise.

When customers purchase ticket insurance, they do so expecting protection—not to spend weeks chasing their own approved refund with no definitive answers.

I strongly urge ATG Tickets to review the companies they partner with for ticket protection/refund services, because this experience has seriously undermined my trust in the value of the insurance sold alongside their tickets.

As of today, I am still waiting for my approved refund.

Unfortunately I have not yet received my refund. Although secure my booking were very quick to ask for a review

I was able to get the evidence of sickness required. It was easy to upload to the website form portal. Correspondence was quick and efficient. Refund was processed very quickly. I have a daughter with a long term chronic illness and as a precautions I would buy ticket insurance again for future events in case she is too ill to attend.

They kept saying delays with payment had to raise a dispute with my bank to get my money back

You do yourselves a disservice. It is no good processing the refund quickly and the actual payment back to the customer takes too long. I am still waiting for my refund payment, which is now outside of the 5-7 working day period. You have stated heavier processing causing delays. Very disappointed and not good enough, especially when you make no attempt to tell the customer that in the first place.
I have had to do the chasing as usual.

I still have NOT received my refund since March 27, 2026 . Today is April 11,2026

Refund still not received well past the 5-7 day window.

My experience with Secure My Booking has been nothing but delays, contradictions, and behavior that raises serious concerns.
I was told my refund was approved and would be issued within 5 to 7 business days. That timeframe came and went, no payment, no update, no accountability.
When I followed up, I was given the now-familiar excuse of “compliance checks” and told to wait even longer. Let’s be honest, ACH transfers in today’s banking system are typically processed quickly once initiated. When a company claims a payment is “processing” but nothing arrives, that does not align with how modern payment systems normally operate.
Even more concerning, compliance checks are internal processes. They are not something customers should suddenly hear about after a refund has already been approved and supposedly in progress. When these are used to justify delays at that stage, it raises legitimate questions about what is actually happening behind the scenes.
Then it gets worse.
I was sent a screenshot claiming my payment was processing, yet I still have not received a single dollar. On top of that, I was offered the option to cancel the ACH and switch to PayPal instead. Ask yourself why a company would want to change payment methods after claiming funds are already in motion. That is not normal, and it only adds to the concern.
At best, this is extremely disorganized and unprofessional. At worst, these are tactics that feel misleading and are exactly the kind of behavior that destroys customer trust.
Customer service has been nothing but scripted responses and shifting timelines. No urgency, no ownership, no resolution, just constant delays and excuses.
And let’s be clear, ticket sellers ( ATG Entertainment) who choose to partner with and use this company should also be held accountable. If you are directing customers to a third-party refund service, you are responsible for who you do business with. This kind of experience reflects just as much on the seller as it does on the service itself.
If a company tells you your refund is approved and processing, it should be completed. Not stalled. Not redirected. Not repeatedly pushed back.
I am still waiting on my money, and at this point, I have zero confidence in anything this company says.
Proceed with caution.

Once I found out how to contact them they were very swift in the refund thank you

I took out the insurance as my friend was waiting for an operation but didn’t know when it would be.
We got the appointment letter and advised the company along with the paperwork and within an hour the ticket money was reimbursed into my account
Really appreciate your support and service

The refund service went smoothly

Simple process and prompt refund. Very impressed. Thank you!

Still haven’t had our refund. I know we have had Easter bank holiday, but this is ridiculous.

Everything was extremely easy to do, just a spot of form filling and an attachment and the refund was super quick, no quibble.

Very good customer service. Very quick with refund following serious medical condition.

The online form times out a bit too quickly however once submitted the refund was actioned quickly and with no fuss.