My money is gone?

[Sverre]

When I logged into unibet today, a lot of the money I won on the soccer world cup was gone. I don't know where it went. I know I wasn't able to withdraw it and there's no trace of where it could have gone in my recent transactions. Please help. 

[RayL]

Hi @Sverre, welcome to the Community.

This is tied to your welcome Bonus, I see that it was accepted and the first deposit was made 16/06 , 10:44 PM. Counting from the first deposit a player has exactly 30 days to complete the wagering of the welcome bonus. Unfortunately this was not completed in time and the Bonus expired 16/07 , 10:45 PM canceling the Bonus Money this being the reason you noticed a fluctuation in your balance.

It is important to keep an eye on the wagering requirements and on the terms in general and contact us beforehand if something is unclear, a bonus like this can't be revived unfortunately. I can offer to look into in re adding the Bonus it's self, but it won't bring back the wagering that you have already done or the Bonus Money lost due to expiration.

 

/Ray

 

[Sverre]

But I spent my welcome bonus. I was at around 400 NOK before the end of the world cup, in which I won 800 NOK totalling in about 1200 NOK (140$ USD+).  I wish you would review this again, as the bonus was already spent. I had to add another 500 NOK without a bonus,  from which I won the 800 NOK on the world cup. 

[RayL]

That is not entirely accurate i'm afraid @Sverre, I see that the original Bonus was for a 500 NOK cash deposit which got doubled by the Bonus resulting in 500 cash and 500 Bonus money. What happened next is that I see a couple of bets and poker play. Your Cash Balance was the one that was spent in the wagering of the Bonus and partially the Bonus money. As a general rule, you wager cash in order to unlock Bonus money basically. I would be more than happy to provide you with the complete activity log and a detailed explanation in private as your personal activity is not to be shared.

 

/Ray

[Sverre]

As I recall, I spent the money and bonus cash before adding another 500 NOK to my account, which is what I spent to win 800 on the world cup. Please send the log so I can see, but I was never warned that I would lose money I won on this site after a month. 

[Sverre]

Did you send the log? I think I managed to find it myself, and it seems my winnings were later converted to bonus money. I expect something went wrong, as I would question the legitimacy of a site that rewards bets with useless money that will dissappear within the month and can't be withdrawn. 

[RayL]

Hi @Sverre, apologies for the delay first of all.

So, I have sent you the log of the activity from the moment when the deposit happened and the Bonus was granted until the Bonus Expired.

It is worth noting that the Bonus was added at the same second of the deposit nothing in that regard went wrong. As you will be able to observe in the information that I have sent you now via private message, the deposit and the bonus was added to your account 16/06/2018 , 22:44:20 and it expired 16/07/2018 , 22:45:04 after exactly 30 days.

I understand that you would question the legitimacy of this process, it is not the easiest to understand but I will do my best to explain it the best I can if further explanations are required after you had a look at the information provided today.

 

/Ray

 

 

 

[Sverre]

From what I gathered by looking at the log, I was rewarded 800 NOK from the bet. It was then removed and replaced with bonus points instead. As the log says I first got 800, then -800, and then again 800. My question is: If I win a bet, will I be rewarded with real money or worthless bonus points that dissapear within the month? If this is not the case I don't understand where my money went. If it is, then I simply will leave this site, as I believe this is unethical business.

I had already spent my bonus points from joining the site. So, from what I understand the money I won should not be affected by the fact that I recieved a bonus from joining the site. Is it possible to set up a chat or if I could call someone in Unibet (preferably in Norwegian, if that is an option), maybe I could get a better understanding of what happened. 

[RayL]

@Sverre, you are more than welcome to contact our Norwegian colleagues from Customer Service for a chat or a call, but since the question is asked I would like to address it nonetheless, and as a first thought I would like to share is that in terms of Bonus Setup nothing went wrong, your Welcome Bonus was set to expire in 30 days and that is exactly what happened.
Example for a 100% deposit Bonus:
When a Deposit Bonus is activated by a deposit, your cash of 100 is placed under "Restricted Balance" and that is matched by 100 "Bonus money". Now let's say you place a bet of 100 on odds of 2, the amount deducted will be the one from your Restricted Cash and in the case that that bet wins it will be placed back in "Restricted" resulting in 200 restricted balance, and 100 untouched in Bonus balance. 
What happened in your case:
In your case it is a 500% deposit bonus up to 100 NOK, and you deposited 500NOK. Here's what happens:
The maximum amount accepted by the Bonus is 100NOK so when the deposit of 500NOK happened, 100NOK was placed under "Restricted" and 500% (500NOK) was added in Bonus money, the remaining 400 NOK cash stayed in your Cash Balance. From that point on you started wagering. You can see all these transactions, in the log I have sent you. If you win a bet, the amount that you have placed and the winnings, will go back to the "Restricted Balance" but this is not the case since the first bet placed lost and the amount lost. 

/Ray

[Leonardodekort]

I just betted +- 23 euro on belgium against Schotland but i cant find it anymore but my money is gone

[RayL]

Hi @Leonardodekort, welcome to the Community :)

The bet is still pending to be settled so it should be under the "My Bets" section and within that in the "Pending" tab.

 

/Ray