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Support nightmare


Maengija

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So, since the Skrill fiasco, I decided to talk with live support, because Skrill is basically my only option to cash money out. Long story short, after jumping around multible assistants, I found a guy, who was finally willing to do some digging and he told that my account has no restrictions and if make a deposite the issue should be fixed. So I did and now there's just more money stuck on my account. So after that failure, I return to the live support.

Gabriel:
Hi. Welcome to Unibet's Customer Support! My name is Gabriel. How may I help you today?

Gabriel:
Hello, please confirm the following: date of birth, phone number, email address

Maengija: * gives him the personal information *
Maengija: So I talked with other support because i wasn't able to cash out via Skrill. He told me that if I make an other deposit via Skrill, the isse will be fixed.
Maengija: now i have even more money stuck
Gabriel:
Give me a moment, i am checking and i'll get back to you

Gabriel:
Please be patient a bit

Maengija: it's alot to ask by now
Maengija: but i try
Gabriel:
As my colleagues has informed you earlier you would have to create another Skrill account

Gabriel:
And withdraw the money to the new one

Maengija: i told him, that i have grayed out e-mail in front of me, when i'm making a deposite and there was no talk about new skrill account. Having multible Skrill account is against even their TOS?
Gabriel:
Old Skrill account has been deleted

Maengija: NO IT WAS NOT!!!
Gabriel:
Our security department told us to inform you that you have to register a new Skrill account and withdraw to Skrill

Maengija: I'm not going to break Skrill's TOS you...
Maengija: I just wan't my money back and not deal with you guys ever again? Do i need make 2p2 post or wtf i need to do?
Gabriel:
Let me check again withh our security department

Gabriel:
YOu need to calm down and do as we said if you want your problem to be sorted out

Maengija: so far i have done that and it has not helped me bit
Gabriel:
Yes it was deleted, they confirmed this again

Maengija: so why was my email on the account line, when i made the deposite?!?
Gabriel:
I don't know what are you saying

Gabriel:
Have ever tried to register another Skrill account?

Gabriel:
Mr Maengija?

Gabriel:
Since you told you to do so?

Maengija: * send a link to the screenshot *
Maengija: that's what i'm talking about
Maengija: i wasn't even able to change email
Gabriel:
Sir, get on www.skrill.com

Gabriel: And register a skrill account
Gabriel:
From the printscreen you were in your Unibet account

Maengija: i have an skrill account
Maengija: and if i now make an other one, i will brake their terms of service
Gabriel:
Mr Maengija.... how can i explain to you....

Gabriel:
THE OLD SKRILL ACCOUNT HAS BEEN DELETED

Maengija: DELETED FROM WHERE?!?!?!?!
Gabriel:
Sir, i think me and my colleagues gave you all the informations you needed, i will close this chat, have a good day!

Gabriel:
Thank you for contacting Customer Service!

What am I missing here? And as I said to Gabriel, I'm done with you guys and I want my money back!

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I would recommend just cashing out via bank transfer. It may be that your Skrill account was in a different currency then your Unibet account, or some other security reason, but it would be extremely tedious to close your current Skrill account & open a new one. (Would have to reverify documents, they might question why you're making new account, etc)  Did they explain the exact reason why they want you to open new Skrill? I've never seen a chat representative write in all caps "THE OLD SKRILL ACCOUNT HAS BEEN DELETED" so it shows some frustration on their end as well.

I debate
Should I smile like everything's good and pretend that life is great
Or should I let the world see the real me and not hide this pain
I tried to be like the rest of y'all, sorry I just can't
I'ma probably die this way
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 Glad things worked out for you :)

I debate
Should I smile like everything's good and pretend that life is great
Or should I let the world see the real me and not hide this pain
I tried to be like the rest of y'all, sorry I just can't
I'ma probably die this way
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 I'm very sorry about this, it seems there was some miscommunication between the different departments handling the case. 

Normally, a new Skrill account will be registered upon making a deposit, but as the email address had been used on the Skrill account when it was removed previously from your Unibet account, it then had to be added manually by our payments team. I had that fixed and the Skrill option is available again like you say :)

Apologies that this was handled properly initially and for your inconvenience in the chat!

/Jeppe

Former Community Manager
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@polarbear wrote:

@JeppeL you should change support ppl since they are not prepared to be part from this industry


Changing support is not the solution. They're obviously qualified, thus they got the job. Situations like this are a good learning example for them & they'll know how to better deal with it in the future. Best thing would be if they were linked to this thread & they could see @JeppeL's post for future reference.

I debate
Should I smile like everything's good and pretend that life is great
Or should I let the world see the real me and not hide this pain
I tried to be like the rest of y'all, sorry I just can't
I'ma probably die this way
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 We can all make mistakes, but hopefully learn from then when they happen - this case is no different and I've been in contact with the agent of the chat in the OP,  to give a bit of of advice on how it could've been handled better :)

Former Community Manager
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 I agree and since I'm not that skilled in english, I could also be easaly misunderstood, but our local support was no help at all. They just told me that it's a legal issue and that's all. Even said something about money laundering 🤣 If met her after the emails at live chat and asked about copy paste emails, she just told me that she doesn't have time to type what i'd like to hear. Things obv got messy with live support also, but as said, mistakes can be made. I'd really like to bring out a name from live support, but unfortunately I forgot hes name. It started with A and he really tried to help me. But that was only 1 out of 4-5. Others just really didn't seem to care or what not.

Anyway, I recived my money and this is where I leave you guys. Nothing personal, but It's bit more than just fun for me, and things like this can really effect me negatively.

Take care 😃

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  • 5 weeks later...

A support nightmare is the Norwegian support: Some weeks ago I tried the Live Chat, but no online, so I sent them a e-mail. No answer.. And after 2 days I got a mail from Unibet: "You have recently been in contact with our support and bla, bla.." and I got a survey about the support.. What support??? So I just wrote in the end: "How can I say something about my recently contact with the support, as long nobody have answer my mail, even it is over 2 days ago?.."

So now after 11 years with Unibet, I think I will change my loyality to another casino. It is sad, but when it comes to a point where the support or anybody else from Unibet seem to care about the players, then I can not see any reason to stick to Unibet. That I have had no problem with deposits or withdrawals at Unibet, are no longer a reason to stay. 

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I'm very sorry to hear that , we always try for the best possible customer  experience!

If no norwegian customer support agent was online at the time, which can happen on rare occasions due to e.g team meetings, you should always have the possibility of getting in touch with an english speaking agent from another country. I understand this isn't optimal, but from time to time it's necessary :)

I checked your contact history and I do see the email you sent us, it was on the 12th at 14:01, a norwegian agent sent an email back 9 minutes later at 14:10. Could you perhaps tjek your filter for unwanted emails, sometimes they get tagged by the email provider as such. 
It really is a shame, the agent was very nice and offered you one of two possibilites in regards to the bonus, which I'll send you here in a pm along with confirmation, that we did send a response at the mentioned time, just give me a couple of minutes :)

Former Community Manager
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