Today a winning online account bet went missing

[Pattt]

But on 7raceing bets totolin100 pound no trace off them in my account why

[MacG]

I placed  a bet today ( 5th March 2018) with UNIBET  at Lingfield in 16.15 race.   The horse was called   "Albertos Dream"   

I took the offered price  of 13/8  for the win  and my bet was accepted  and  the stake money taken from my online account.

The horse duly  won the race .  It  is normal to receive winning payment  within  say, 10 minutes in my account.   But when I checked, There was no winnings.

When I looked  at "My Bets"   there was record  of my bet. It had vanished.   When I checked my transactions, sure enough, there was the payment record for the stake but no  bet in my open bets  to correspond.

The bet was missing and therefore there was  no ID reference in "my bets"  for a bet that I had paid for!!!!!!!

 

Have brought this  very serious   betting  issue  to UNIBET'S  attention    and await the investigation.

 

MacG

Edit by Jeppe-Unibet: Edited headline for use of capslock.

 

 

 

[Rushbie]

@JeppeL, @MarcoV

[psrquack]

@RayL

[RayL]

Hi @MacG and @Pattt,

Welcome to the Community and thank you for letting us know about this issue.

The bets were placed and registered in your account history, but for reasons which are now being looked into by the Sportsbook the bets don't show in your betting history.

@MacG, your bet was settled with a delay and winnings added to your account last night 05/03/2018 at 09:47 PM UK time.

@Pattt, is it correct that 2 of your 7 bets were winners? I see two payouts from bets this morning at 02:35 AM and 02:50 AM.

Many apologies for not being able to see the bets and for the delayed payouts and once again thank you for bringing this to our attention, we will update the thread here as soon as we get more info from the Sportsbook Technical department.

 

Please let us know if anything!

 

Raymond

 

[MacG]

MY WINNING BET WENT MISSING.     NOT YET RESOLVED TO MY SATISFACTION

The matter of my  bet going missing is still not resolved to my satisfaction.

It took me 3 hrs to get sense into the client councellors heads.  The first  person ( a male) was  very insistant that I provide the  the bet ID  and as I tried to explain to him that I could not find one, he was dismissivve that the  bet issue was real. the chat line broke off and I was left High and dry  without any progress.    Then I managed after a deley, to reconnectto the chat line and dealt with a female councellor. She was much more helpful but not  as eager to  chat  as the first individual.  at least she listened to my account of what happened  but was still insistant that the bet was  not valid because it did not appear in my bets". Beleive it or not, the chat line broke off once again.

I  once again reconnected to the chat line. The third and final lady councellor that I dealt with  was much more friendly and she was prepared to  examine the facts as I gave them to her. She then reported the matter to the "trading" people   and she said that as soon as she heard from them, she woiuld email me with the outcome.    I also asked that the matter be brought to the attention of an Administrative Manager.  she said she would do this but   it would not happen until the following day ( Tuesday  6th March 2018).    I accepted this . True to her word, she notified me  about 2 hrs later that my   winning bet had been processed and in my account.     I once again mentioned that I wanted to hear from an administration Manager ( by email)   regarding the realiability of UNIBET  to settle bets, especially  as  Cheltenham approaches.   I cannot at present bet with confidence  at UNIBET .

Today Tuesday  6th March has passed   and I have not had the courtesy of a contact from an administration manager

 I can only conclude  that   there is something to hide  !

 

 

I cannot bet with confidence at UNIBET  and in the absence of reassurance  and common manners   from  UNIBET   Administration managers,  I have  a dimmer view of such people than I had previously.

 

 

MacG

 

 

[JeppeL]

Hi @MacG, 

First of all I want to thank you for getting back and letting us know of your concerns, we sometimes get posts from first time members, who when their cases are solved by Customer Support, unfortunately don't return to provide feedback and I'm glad it didn't happen on something as important as this. 
Secondly, know that your concerns have been heard, all of them - the error in your betting activity history is unfortunate, though not grave as the bet was  registered immediately in your account history and the full transaction history in your account menu should reflect that. 
But, in the way the sportsbook functions, it should obviously be visible in both places for ease of use and statistical reasons. As such, I went to our Sportsbook Expert @MarcoV after reading your post earlier today. Initially we started our own investigation, but soon found out there had already been a case created(your 3rd contact with a Customer Support representative - more on that a bit later), and @MarcoV sent over all necessary information to our sportsbook provider who are investigating the error from their end. The late payout, which happens on a very small number of bets compared to the thousands of bets are settled on a daily basis.

As for the feedback on you contacts with Customer Support:

1) The disconnects are very unfortunate, but generally we have a very stable line and such I have to ask: were you on a mobile device/mobile network when doing the contacts? The guy who works on these things, sitting not too far from us in our office, I know would like to get this feedback :)

2) I regret the fact that your concerns were not being heard before the disconnections happened in your first two contact attempts. Add to that a long wait time to get back on the chat due to an overload in contacts, I can see how this comes off as a very bad experience. I will say this though, neither @RayL, @MarcoV or myself has seen this registration of bet error before, and between us there's quite a few years of experience. This doesn't change the fact that you should exit a CS contact after having been notified of your concern being properly investigated. I hope that if the chat disconnects hadn't happened, your issue would've been investigated by the first agent you were in contact with, but I'll be sure to request all your chat logs, and combined with the information you've provided here, I'll be sure to give the necessary feedback for the Customer Support department.

Lastly, regarding your conclusion of us having something to hide because not contacted by a manager, I have to ask what you mean by that?
- The bets were registered and settled(though with delay, as I touched upon earlier) and you received payout of the correct odds under which you placed the bets. 
- You are here on the community, with a possibility to discuss and explain the issue in public and out in the open - with a Unibet manager who is allowed to provide feedback to any and all internal departments on the basis of the information we receive from the members here -  I don't see how it could get more transparent than that ;)

/Jeppe

[JeppeL]

Also @MacG, the investigative team at the sportsbook provider who's looking into it would like to know how you placed the bet: Was it from desktop, mobile or perhaps a tablet? 
All information is helpful, such as model, make and connection type - I hope you'll take the time to let us know of this.

/Jeppe

[JeppeL]

@MacG I'm happy to say that we've gotten word back from the Sportsbook in regards to their investigation and it clears up, why your bet wasn't properly registered in the betting history. The error was related to the maintenance we're running at the moment on the new racing client, specifically being the ongoing maintenance, which was initiated by us taking down the beta page for the client on Monday at 4:13PM UK - the same minute in which you were logging in. When a client is taken down like that, a few players will always be affected as they were completing the login process at the same time - this is also why we've only heard of you and @Pattt experiencing it here on the community and some more through Customer Support.

The client takedown is also the reason you guys bets were settled with a delay, as since the client was offline we had to settle all bets of affected players manually.

I really do apologize for the inconvenience and lack of help you received from contacting Customer Support, but I assure you that errors like these are few and far between and always caused by a very specific reason like what's happened here as well. The bet was still registered in your general account history and we honored the bet as valid and paid out your winnings, which should always be the case.

I've issued a bonus worth €20 to both of you as a thank you for your patience and feedback as well as the inconvenience, it can be activated through your account menu.

/Jeppe