Balance £0 -but my Bet Won

[stuwelly85]

Good afternoon, 

I used the £40 free bet after my first bet lost.

 

My second bet won, Liverpool V Everton to draw. My Bet history shows I've won £162. But my balance is £0?

 

I'd appreciate help from @admin1618854588 to help understand what's going on.

 

Many thanks

Stuart

 

[Jami-Unibet]

Hey @stuwelly85, have you accepted another bonus while you've had an active bet with the previous one? I will look in to this but this is the most probable cause. :) 

[stuwelly85]

I don't belive so, my account is now, I've only placed 2 bets;

10/10/2020 - Montenegro V Azberajan, - and I lost this bet.

12/10/2020 - I used the refund offer £40 bet on Liverpool - Everton to draw, and won this bet. 

Today I logged into see that my balance is zero?

Thank you for your help, I appreciate you looking into my case.

 

[Jami-Unibet]

Hey @stuwelly85,

The bonus expired a few minutes before the payout was made. In our system this means the payout will be made with sum of 0 as the bonus has expired. 

I can't fix this myself but I've sent it to our sportsbook to see what they can do. :)

[stuwelly85]

The bonus expired before the payout?

I placed the bet well within the agreed time frame. 

I urge Unibet to do the responsible thing and make the payout.

Thank you for your help and support, and going to another department to resolve it.

 

[Jami-Unibet]

Hey @stuwelly85, the bet was indeed made in the right timeframe, but the settlement of the bet was later than the bonus expiry time. Hence the payout was made with the sum of 0. 

But this being said, our sportsbook department got back to me and the bet has been paid out in full. :) 

[stuwelly85]

@ReCorpH  - thanks for all your help. Very much appreciated!