Inkout Posted April 10, 2018 Share Posted April 10, 2018 What about my request a week ago? https://www.unibetcommunity.com/t5/Bug-Reports/Refund-request/m-p/146009#M1553 Link to comment Share on other sites More sharing options...
Inkout Posted April 15, 2018 Author Share Posted April 15, 2018 It's been over two weeks. Still no refund. Discoonnects happen so often. Other plaeyrs experiencing this proplem too.It's been happening year after year, day after day. For example:disconnect 6/04:next day:today:Day after day i'm loosing some money due to this problem. Win rate is how many big blinds you win per 100 hands. I lost a lot of blinds during disconnects.In sngs blinds very expensive in a late stages. I'm losing a lot of money every month due to this old bug, but i request refunds only when i lost more than 5 buy ins in few minutes. 2 weeks is a very long term for solving problems that happens every day.Why we still bug reporting, sending directx and some other test? Unibet is not on beta test. It's ready product full of different bugs.Unibet emloyees are responsible for quality of product and this bugs. I lost my time and money, I've already paid the rake for that.I don't want request, report , describe, test directX etc. You should hire good software testers and QA. I need well working poker client.I just whant to play poker. Maybe i should find a better place to play poker, becouse nothing changes year after year. Link to comment Share on other sites More sharing options...
RayL Posted April 15, 2018 Share Posted April 15, 2018 Hi @Inkout, First and foremost let me apologize for the long waiting times. I get that it can get frustrating when the same disconnection or error is reoccurring constantly, I understand your point of view perfectly. The poker platform is provided by a third party company named Relax, it is not our developers and testers which created it unfortunately but this is not meant to be an excuse, we are doing our best hand in hand with them to better the platform and correct bugs, this is why the poker_log is usually requested, to pinpoint an issue and investigate further. I've sent a friendly reminder now to the guys over at poker and they will be in touch as soon as possible with a resolution. I can understand that one might grow inpatient when it comes to refund processing, in all honesty it doesn't usually take this long but rest assured, whatever is due will be refunded. /Ray Former Community Moderator Link to comment Share on other sites More sharing options...
Inkout Posted April 15, 2018 Author Share Posted April 15, 2018 Disconnect happens again. This time i lost maybe 36 euro. I've been registered in 9 5max 4eu sngs.I can't login now: I don't know tournament IDs. Ray, Jeppe, I need your help again.Thank you. Link to comment Share on other sites More sharing options...
Inkout Posted April 15, 2018 Author Share Posted April 15, 2018 Here is the list of the games:1) 4eu SNG 5seat: 83120842) 4eu SNG 5seat: 83121003) 4eu SNG 5seat: 83121114) 4eu SNG 5seat: 83121255) 4eu SNG 5seat: 83121326) 4eu SNG 5seat: 83121357) 4eu SNG 5seat: 83121418 ) 4eu SNG 5seat: 83121549) 4eu SNG 5seat: 8312159 Link to comment Share on other sites More sharing options...
RayL Posted April 16, 2018 Share Posted April 16, 2018 Thank you for the updated info @Inkout, forwarded it to the Poker department now. Former Community Moderator Link to comment Share on other sites More sharing options...
VikingsAF Posted April 17, 2018 Share Posted April 17, 2018 @Inkout if you keep having these amount of disconnects I think it is something on your part.This could be one of the following, but not exclusive:- Just a bad internet connection (but if I remember right you last time said that was certainly no problem, and I take your word for it. But next time when you have an issue, try using speedtest.net to check the quality of your internet)- Some kind of firewall issue, where the firewall is intercepting parts of the data packages. This is more unlikely, because if it would be the case you wouldn't actually be able to play normally at all :)- Some other application which is draining your bandwith on a network where your bandwith is limited. (Streaming, downloading, etc.)I have a lot of disconnection issues, and I know for myself that it mainly has to do when I have a few seconds of disconnect myself (when on the go and I'm going trough a tunnel or so.) Not many times it was from Unibet their side.I do have to agree that they really need to work on the reconnecting after a disconnect. When I have a disconnect which is longer than 10 seconds the app will never reconnect itself and I have to restart everything. Which indeed costs me money. I never got refunds for this, because they always say it's my own fault (which I think is indeed only partially true, but okay) I see now that the circumstances of ones birth are irrelevant... It is what you do with the gift of life that determines who you are. Link to comment Share on other sites More sharing options...
Unibet-Cédrick Posted April 17, 2018 Share Posted April 17, 2018 Hi @Inkout,Sorry to hear about the issues. Would you be able to send us the following in order for us to perform a closer investigation?Poker_log.txt (C:\Users\<user>\Documents\Unibet Poker)dxdiag screenshots1. To run dxdiag press windows key + R and enter dxdiag2. Please take a screenshot of 'System' and 'Display 1' tabs.Please send it to contact@unibetcommunity.com.Thanks,Cédrick Link to comment Share on other sites More sharing options...
Inkout Posted April 17, 2018 Author Share Posted April 17, 2018 @VikingsAF wrote:@Inkout if you keep having these amount of disconnects I think it is something on your part.This could be one of the following, but not exclusive:- Just a bad internet connection (but if I remember right you last time said that was certainly no problem, and I take your word for it. But next time when you have an issue, try using speedtest.net to check the quality of your internet)- Some kind of firewall issue, where the firewall is intercepting parts of the data packages. This is more unlikely, because if it would be the case you wouldn't actually be able to play normally at all :)- Some other application which is draining your bandwith on a network where your bandwith is limited. (Streaming, downloading, etc.)I have a lot of disconnection issues, and I know for myself that it mainly has to do when I have a few seconds of disconnect myself (when on the go and I'm going trough a tunnel or so.) Not many times it was from Unibet their side.I do have to agree that they really need to work on the reconnecting after a disconnect. When I have a disconnect which is longer than 10 seconds the app will never reconnect itself and I have to restart everything. Which indeed costs me money. I never got refunds for this, because they always say it's my own fault (which I think is indeed only partially true, but okay)Thank you for your support, VikingsAF.I"m playing 100+ sngs a day. 99% of time all perfect for me. But i see my disconnected opponents in a numbers of sng. 1-3 times a day it happen with me.I was playing from different devices, from different providers, even from different locations. Disconnect happens again and again with some frequency. When disconnect happen, i can't login during some minutes, sometimes - hours, using any devices. In my case, disconnects definitely on Unibet side.I always got refunds for disconnect. Unibet has always recognized fault. That's is really great. 1 Link to comment Share on other sites More sharing options...
Inkout Posted April 17, 2018 Author Share Posted April 17, 2018 @Unibet-Cédrick wrote: Hi @Inkout,Sorry to hear about the issues. Would you be able to send us the following in order for us to perform a closer investigation?Poker_log.txt (C:\Users\<user>\Documents\Unibet Poker)dxdiag screenshots1. To run dxdiag press windows key + R and enter dxdiag2. Please take a screenshot of 'System' and 'Display 1' tabs.Please send it to contact@unibetcommunity.com.Thanks,Cédrick I have sent poker log and dxdiag 2 weeks ago. This time the same problem. Always the same problem: poker client disconnected from Unibet server. https://www.unibetcommunity.com/t5/Help-Support/Poker-client-doesn-t-work/td-p/131203 - this happen if you try to login. If you playing at this time - disconnect happens, then you can't login. This is not first time. "Relax gaming" always doing "closer investigation". You know, I'm sure they know what that is. Same problems happen again and again.As for me, I decided to leave Unibet. I have already withdrawn funds. I'm not sure that i can play sng's today, tomorrow or next year without this bugs and without other bugs. Refunding process is too long and too hard. I don't have any sort of motivation to test Dx again, send logs again etc. I can't, I've had enough. @Unibet-Cédrick, @RayL, @JeppeL , Thank you for your help and regrets. Link to comment Share on other sites More sharing options...
Inkout Posted April 18, 2018 Author Share Posted April 18, 2018 @Unibet-Cédrick, @RayL, @JeppeL, you can close this topic. I have nothing to add about disconnects, software etc. I also have no desire. I don't play on Unibet anymore. If poker department will refund my money, that would be great. I don't wan't any conversation. Link to comment Share on other sites More sharing options...
RayL Posted April 19, 2018 Share Posted April 19, 2018 Hi @Inkout, I am sorry to hear about the decision taken to stop playing and I personally wish to apologize for the inconveniences caused. I realize it can get frustrating after a while when these disconnections happen and without anymore info, we have our hands tied basically. Nevertheless, I've attracted the attention of the Poker department regarding your request and will inform you as soon as we have a response from them. /Ray Former Community Moderator Link to comment Share on other sites More sharing options...
Patric-Unibet Posted April 20, 2018 Share Posted April 20, 2018 Hi @Inkout,first of all, apologizes for all the inconvenience caused playing on our platform, as a former player myself I totally understand the frustration involved when this happens.The reason we request dxdiag and log files is that we need to identify the problem and find a solution so it doesn't happen in the future again, this sounds in theory much easier than it is in reality of course and we are working close with Relax to improve any bugs. I hope you understand it.I have added a premium of 60 EUR to your account to refund your 9x 4 EUR SNGs + 6x 4 EUR SNGs from your previous thread, apologizes for the delay in doing this as I was on leave.We hope you give it a second thought and give us another chance, we would be sad to lose you as a customer.Either way, all the best to you! Link to comment Share on other sites More sharing options...
Ramu1985 Posted July 29, 2021 Share Posted July 29, 2021 Hi thier I don't want to seem to jump on the band wagon but I was in a heated competitionbof poker between a few other competitors and then I completely lost connection and somehow forfitted €24 of my stake. I never recovered from the game and never saw that money rembursed into my account. Would you kindly suggest any compensation that would satisfy my expense. Kind regards David Ramsden Link to comment Share on other sites More sharing options...
Ramu1985 Posted July 29, 2021 Share Posted July 29, 2021 27 minutes ago, Ramu1985 said: Hi thier I don't want to seem to jump on the band wagon but I was in a heated competitionbof poker between a few other competitors and then I completely lost connection and somehow forfitted €24 of my stake. I never recovered from the game and never saw that money rembursed into my account. Would you kindly suggest any compensation that would satisfy my expense. Kind regards David Ramsden Link to comment Share on other sites More sharing options...
Andy-Relax Posted July 29, 2021 Share Posted July 29, 2021 Hi @Ramu1985, Could you confirm what day you had the issues on please? I've checked todays play and you don't appear to have played any tournaments that required a buy-in and no cash game hands have been played. Poker Janitor Link to comment Share on other sites More sharing options...
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