embera Posted May 18, 2018 Share Posted May 18, 2018 After failing to verify my accout due to a bad photo of my id card my account was suspended while a 100 lei bet was going on . My bet was a win, odd 9 and the winning should be 900 lei but Unibet refused to give me my money and in exchange they gave me a 500 lei bonus that i have to roll 3 times. I don't think this is fair, I want my money back, money that was won fair. Link to comment Share on other sites More sharing options...
BonusPater Posted May 18, 2018 Share Posted May 18, 2018 Sounds like some info is missing here. Was the bet placed with bonus money, and you failed to wager the bonus in time? Link to comment Share on other sites More sharing options...
embera Posted May 18, 2018 Author Share Posted May 18, 2018 I wagered the bonus , i also made a cash out but i keept playing on Unibet . Someone from support contacted me to offer a better clear copy of my id . During this period i also made a 100 RON bet for a 9 odd bet slip .During this , my bet was won and they withdraw my money to the ONJN . Now in this moment my account is reopened after sending my id and fully verified .So they want to offer me 500 RON with 3 x wager and not my 900 RON that i won with that betslip .I also mention that my account is fully verifiedIs not normal what is happening with this kind off process . Link to comment Share on other sites More sharing options...
xdiediex1 Posted May 18, 2018 Share Posted May 18, 2018 @embera wrote: I wagered the bonus , i also made a cash out but i keept playing on Unibet . Someone from support contacted me to offer a better clear copy of my id . During this period i also made a 100 RON bet for a 9 odd bet slip .During this , my bet was won and they withdraw my money to the ONJN . Now in this moment my account is reopened after sending my id and fully verified .So they want to offer me 500 RON with 3 x wager and not my 900 RON that i won with that betslip .I also mention that my account is fully verifiedIs not normal what is happening with this kind off process .welcome on the community, they will find out in here whats happend no worrys but you gonna have to be a little patient since they all are buzzy with UNibet Open Malta, but dont stress out, it will be worth waiting for, @RayL and @JeppeL always go to the bottem of a case,so if you lost money and you did nothing wrong they clear this up, have a good day Link to comment Share on other sites More sharing options...
embera Posted May 18, 2018 Author Share Posted May 18, 2018 This was on Sunday 13.05 , how mach longer to you estimate that i will have to wait ? Link to comment Share on other sites More sharing options...
BonusPater Posted May 18, 2018 Share Posted May 18, 2018 @embera wrote: This was on Sunday 13.05 , how mach longer to you estimate that i will have to wait ? You posted two hours ago - the guys are at Unibet Open, so it might take a couple of days. Based on the info you've provided here, and without knowing the local legislation, I can't imagine they won't find some solution for you. Link to comment Share on other sites More sharing options...
JeppeL Posted May 22, 2018 Share Posted May 22, 2018 @embera wrote:I wagered the bonus , i also made a cash out but i keept playing on Unibet . Someone from support contacted me to offer a better clear copy of my id . During this period i also made a 100 RON bet for a 9 odd bet slip .During this , my bet was won and they withdraw my money to the ONJN . Now in this moment my account is reopened after sending my id and fully verified .So they want to offer me 500 RON with 3 x wager and not my 900 RON that i won with that betslip .I also mention that my account is fully verifiedIs not normal what is happening with this kind off process .@embera Sorry for the wait on your case, we'ved looked into it a bit and it's definitely a tough one to determine what is fair.It's local regulation in Romania that we have to send all money of accounts that aren't verified within the first 30 days to the government, it seems you're also aware of this.The ID was uploaded on the 16th of April at 11:52 and reviewed and rejected two minutes later at 11:54 by a Document specialist - I believe it was because not all four corners were visible on the picture, which is a standard requirement. As far as I'm aware, your account document status reflected right away that the document was not approved and a new upload would be needed - this never happened until the deadline was over and we we're obligated to send the money away. It's a frustrating local rule for sure, but we've set up a system where documents can be uploaded directly through the account menu and notifications of approval/deny happens directly - because of this I'm not sure we should assume a complete refund since there's a responsibilty to be had both from us and as a player. I know the Romanian country manager made her decision on this basis when she added the RON 500 bonus as compensation.Now, we can certainly reopen the discussion with her, but you need to explain to me why we should compensate the remaining missing winning since you didn't follow the local regulations and uploaded ID that could be verified within the designated time - I wouldn't have minded arguing this myself to her, but honestly I can't personally come up with a good reason as to why it would be unfair not to do it 😞/Jeppe Former Community Manager Link to comment Share on other sites More sharing options...
embera Posted May 23, 2018 Author Share Posted May 23, 2018 @JeppeL Thanks for answering , I know it was a mistake from my side , for not sending back the documents with a full view of the id .I didn’t realize at the time the importance and after that I just forgot .But it’s also no fair for my understanding to suspend my account while I have a bet in running .I like betting at unibet and I hope that you will find the right solution in this case . Link to comment Share on other sites More sharing options...
JeppeL Posted May 23, 2018 Share Posted May 23, 2018 @embera wrote:@JeppeL Thanks for answering , I know it was a mistake from my side , for not sending back the documents with a full view of the id .I didn’t realize at the time the importance and after that I just forgot .But it’s also no fair for my understanding to suspend my account while I have a bet in running .I like betting at unibet and I hope that you will find the right solution in this case .@embera Thanks for getting back to me!While I understand that it can seem unfair that we did this, I can tell you that it happens completely automatically and it's made like that as part of the rules we have to follow in order to operate within Romania. Think of it as a countdown ticker, with your account being in "temporary mode" until the verification is completed - once the ticker hits 0 because of the missing verification, the account automatically suspends and any active bonus cancels, no matter which bets or any other kind of play is active at that moment - it's just part of the gaming laws there that we have to do it this way.You don't think us offering a bonus for over half the lost amount is fair? I'll argue your point to the Romanian country manager, but I need a good explanation as to why we'd compensate the remaining money after we notified of the needed documents a month earlier. /Jeppe Former Community Manager Link to comment Share on other sites More sharing options...
embera Posted May 25, 2018 Author Share Posted May 25, 2018 @JeppeL sorry for the late replay. I'm not happy with this solution , beacasue i win real money , and you are giving to me only a bouns that is half of the amount . For me this is a bad customer experience, i don't know what explanation should i give beside a bad customer experience .Maybe you should put in my place , and than you will understand .I just hope that you can do something in this case , because for me this is unfair . Thanks,Thanks, Link to comment Share on other sites More sharing options...
BonusPater Posted May 25, 2018 Share Posted May 25, 2018 If you can't explain why your suggested solution is more fair, I think you know, that you don't really have a case :) Link to comment Share on other sites More sharing options...
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