Bertvd Posted July 16, 2018 Share Posted July 16, 2018 Hello,I had an active welcome bonus and I could not bet on France - Croatia anymore, because my bonus period was expired. But I could still bet on Belgium - England. So I made a bet of €25 on Belgium - England which was correct and should have given me €70. But when I checked my account right after the match, I did not get paid. Where did the money go? Was this still bonus money and did it just dissapear because my bonus presumbaly expired during the match? I think this is rather unfair because I made the bet before the deadline. This implies that I never could have won money with my last bet. This does not make any sense to me. I never had the chance to play the €70 around because I never received it. Can someone please explain where this money went?Kind regards,BertvdPS: You can see the winning bet in my attachment. Link to comment Share on other sites More sharing options...
RayL Posted July 21, 2018 Share Posted July 21, 2018 Hi @Bertvd, and welcome to the Community. Sorry for taking this long with a response. I had a look at your account and I can't seem to find the bonus matching the description. You registered a couple of years ago so the Bonus couldn't have been a Welcome offer. The last accepted is the below but that was completed on the 24th last month https://nl.unibet.be/promotions/sportsbook-promotions/football-promotions/multiple-insurance Could you provide me with a bit more info regarding this Bonus? Are you sure you opted in? /Ray Former Community Moderator Link to comment Share on other sites More sharing options...
Bertvd Posted July 21, 2018 Author Share Posted July 21, 2018 Hi Ray,Thanks for the response.Right before the start of the world cup (probably on the 13th of June, or maybe on the 12th of 14th) I made a deposit of €50 on my unibet account that I hadn't used in a couple of months. I saw that there was a deposit bonus (In dutch a stortingsbonus) so I registered for that bonus. In result, I received €100 on my account, from which €50 was bonus money. So I am 100% sure that I opted in for that deposit bonus.During the world cup, I indeed registered for multiple smaller bonusses but my deposit bonus was right before the world cup. I was playing the money around during the cup. While I wanted to bet on the last two games of the cup, I received a notification that I could not bet on the final (France-Croatia) because my bonus money would be expired by than. So I betted the large majority of my remaning (bonus) money on Belgium - England. This was a €25 bet and I won succesfully €70. But I checked my account multiple times after the match and I never received the €70. I did receive €29 form a €10 free bet that I used on the same match. So after the match, I only had €29 on my account instead of €99. Thanks in advance,Bert Van Dycke Link to comment Share on other sites More sharing options...
Bertvd Posted July 21, 2018 Author Share Posted July 21, 2018 You can see the bet in the attachment. Hopefully this is enough information.Kind regards,Bert Link to comment Share on other sites More sharing options...
RayL Posted July 21, 2018 Share Posted July 21, 2018 Thanks for the detailed explanation @Bertvd, this clears it up a bit. I found the issue. As a general rule, bonuses don't overlap meaning that you can't technically have 2 active at the same time. Now knowing this when you accepted another bonus you canceled the 100% deposit Bonus and with it the bonus money as well from which your bet was placed with as the wagering wasn't completed. It happens more times that you might think :), no need to worry though, more experienced users are aware of this bonus mechanic and once this is clarified it doesn't usually happen again. I would like to offer you back the 70 euros lost due to this Bonus cancellation as a one time goodwill gesture, with a one time wagering requirement, meaning that after accepted you will have to wager the full amount X1 and let me know when it's done so I can release the full amount to your cash balance, fair enough? /Ray Former Community Moderator Link to comment Share on other sites More sharing options...
Bertvd Posted July 22, 2018 Author Share Posted July 22, 2018 Hello Ray, Thank you very much for the help. This clarifies a lot. I wasn't aware of this mechanic unfortunately, but it is very good to know. I think this is a fair solution and I will accept it gratefully. If I wagered the amount completely, do I have to adress you via this message or do I have to send an e-mail? Thanks again for your help! Kind regards, Bertvd Link to comment Share on other sites More sharing options...
RayL Posted July 23, 2018 Share Posted July 23, 2018 Hi @Bertvd, thanks for understanding, it's our pleasure to help out. Your Bonus is added, all you have to do is go to "My Bonus offers" and accept it. The basic setup of the Community Bonuses consist on a 3X wagering requirement which I cannot change unfortunately. This indeed means that when you have wagered it one time (70 euro) you have to let me know here in this thread and I'll release the full amount from the Bonus Money section in your Cash balance :) Good luck. /Ray Former Community Moderator Link to comment Share on other sites More sharing options...
Bertvd Posted July 23, 2018 Author Share Posted July 23, 2018 Hi Ray,Thank you very much! I will keep you posted! Kind regards! Bertvd Link to comment Share on other sites More sharing options...
Bertvd Posted August 20, 2018 Author Share Posted August 20, 2018 Hi Ray, I wagered the 70 euros one time and now I still have €21,93 bonus money left. I believe that I completed the requirement to exchange the bonus money into my cash balance. Thank you very much for the help.Kind regards,Bert Link to comment Share on other sites More sharing options...
RayL Posted August 21, 2018 Share Posted August 21, 2018 @Bertvd, :) Congrats on wagering the Bonus money. It's released to cash now. /Ray Former Community Moderator Link to comment Share on other sites More sharing options...
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