Welcome Bonus

[Kaiosh]

Hi there, hoping you can help as it is taking a while to get a reply from customer service and the online chat is no help at all. I am new to unibet and signed up via an offer advertised on Facebook. See picture 

 I then followed followed the Qualifying bet T&C’s to the letter and placed my qualifying bet on Leicester city to beat Bournemouth on Saturday. I then checked my account expecting my free bets to be available to use as stated in the T&C’s but they weren’t. I was then told that my qualifying bet had to be on the darts. I then went back to check the advert and also the T&C’s to see if I had missed something and I could not see anywhere in either that it stipulated that it had to be a Darts bet to qualify. In fact it says in the T&C’s “Sports bet”

below is a picture of the T&C’s I screenshoted 

 Sorry for the long winded post. 

 

Thanks

 

 

 

 

 

[Tillus]

to avoid neck numbness: 

[RayL]

Hi @Kaiosh and welcome to Unibet.

I had a look in your account and the Bonus seems to have been canceled, no need to worry though :)

The bonus you accepted when registering does not reflect the terms provided above unfortunately, what you accepted is a Risc Free Bet, meaning that if your first bet looses, we credit you the placed funds back in Bonus money.

I've credited you the 20 GBP in bonus money in your account now :) Good luck and don't hesitate to contact us if something is unclear or you are experiencing any issues.

/Ray

 

 

 

[RayL]

@Tillus thank you for taking care of my fragile neck 🤣 

Much appreciated!

[Kaiosh]

Hi 

Thanks for the reply. However I find the response not acceptable and I think you are missing the point. You can not entice someone to sign up for an account with unibet with an offer, allow them to place a bet as outlined in the Qualifying bet T&C’s and then on once that bet is settled, inform them that the offer they signed up to has been cancelled. I am not accepting your offer of £20 bonus funds that have 3x wagering requirements and I will forward details of my complaint including my screenshots onto IBAS and ask them to look into my complaint

thanks 

 

 

[RayL]

 @Kaiosh, I did a bit of digging, turns out you had a chat on the 1st of March with Max from the UK customer support team in which he informs you that the bet has to be on a Darts game and that the bonus is in the account. Knowing this, the bonus got canceled when you placed your Football bet thus ending up in not crediting the free bets.
Unfortunately the terms and conditions were not followed, then again, I wouldn't like to throw T&C's around.
What I can offer you is deleting the Bonus Money and just manually crediting you the Free Bet as a goodwill gesture which was supposed to arrive after placing an actual darts Bet.
It is in every player's right to complain and if this is what you wish we respect your decision, let me know on your thoughts on the above offer and it shall be done.

/Ray

[Kaiosh]

Hi Ray

thanks for the reply even though the comment about throwing around T&C’s is not what I would call professional although in my short time of being a customer of Unibet it’s what I’ve come to expect. 

I did have a chat to a colleague of yours via the chat I am not disputing that, and I am not disputing the fact that he made me aware of the fact it was a darts bet needed to be placed. The point is your colleague could not find a link for the add I joined via and he found a link from another add that clearly stated in it that a darts bet was required to qualify. However it was not the add I signed up via as you can clearly see  the add I signed up via does not make any reference to placing a darts bet. And as you have mentioned in a previous reply the offer I signed up to was cancelled. Hopefully whilst you were doing your digging you would have noticed I emailed your customer service department several days ago querying what I could place my qualifying bet on as I was aware I had to place it within 7 days of registering. I am yet to receive a reply after nearly 5 days which is further proof of the standards of customer service from Unibet.Nothing changes the fact that I signed up to an offer Via a Facebook advert used to entice new customers to unibet, you apparently cancelled the offer without informing me and are subsequently refusing to honour the offer I signed up to. 

Unless you honour the offer I will pass my complaint to IBAS and furthermore I will forward a complaint to trading standards authority and anyone else that regulates advertising standards.

 

 

[RayL]

@Kaiosh I certainly appreciate you letting me know about your thoughts on this issue! There was clearly a bug with the advertisement, no arguing with that and I apologize for any inconvenience and time spent to resolve this issue.

The guys in the UK support team are working parallel to the system I use here in the community, meaning that it is somewhat more difficult to have a full overview of your conversations, nevertheless, an issue to be solved remains the same and there is no excuse in not solving one.

To save everybody the hassle of unnecessarily prolonging the resolve regarding your Bonus I credited you the 20 GBP Free Bet, I hope you have luck with it and I can officially welcome you in our midst, here on Unibet and on the Community as well.

Apologies if you misunderstood my comment with " throwing around T&C’s" as well, what I meant is instead of clarifying the terms of the bonus which was in your account, the fact that clear information was indeed provided on how to use that welcome bonus, I offered to just "cut it short" and credit you whatever is due, which I just did.

Let me know if any clarification this matter is required or if there is anything else I can assist you with.

/Ray

 

[Jjbird]

Hi,

 

i have just just signed up on the above welcome offer. It says that the freebie casinos bet will be credited next working day but doesn’t say when the timescale is for the other green bets, my £20 sign up bet hasn’t settled already and was expecting the freebie bets straight after in line with other bookmakers. Could you please let me know when these will be credited???? 

[BonusPater]

Believe you'll get the free bets after the first bet has been settled, but not 100 % sure about this offer :)

[RayL]

Hi @Jjbird and welcome to the Community :)
I had a look at your account and it seems that the Free bets were added automatically by the system as soon as the initial bet of £20 was settled. @testuser1 was indeed correct. Generally speaking, Bonuses that require players to place a bet in order to unlock Free bets, Risk Free Bets etc. are set up in a way in which the reward is added only after the initial bet was settled mostly because of the Cashout option that might be offered. If used that could prematurely end the bet causing the Bonus to be canceled.
As for the Casino Bonus I had a look at the terms and it looks like the £20 Free Bonus Money is credited the next working day after registration, in this case Monday.

 Complete Terms and Conditions: https://welcome.unibet.co.uk/uk/aff/sportsbook/football/world-cup-2018/index.html?mktid=1:81764169:1

Let me know if anything still needs clarifying or if you have any other questions may they related or unrelated to this particullar Bonus and I will do my best to answer them.

/Ray