Jump to content

Got scammed again by Unibet's sports betting


ChuckBassPoker
 Share

Recommended Posts

Good day,

You might remember me from this thread. It's a long thread, but the short version is that I had a ton of season bets on the covid-cancelled NHL regular season and Unibet royally screwed me over. They settled bets in absurd fashion ensuring they pocket max money from customers, I had the same bets on other bookies and they got settled them in the opposite (correct) fashion and/or voided them in categories where it was clearly the right choice.

Despite never receiving communication from Unibet after the final settlement even though they promised to do so, I decided to give Unibet another chance over Christmas. It had been 6 months and I was feeling festive over the holidays. Of course I got :Heart::Hearts::Heart:ed once again immediately on literally the first bet I made on the ice hockey world junior championships. I had Bowen Byram over 1.5 points in the Germany-Canada game (betslip 3138188410). He scored 0+2 as you can see in the official match report here: https://www.iihf.com/en/events/2021/wm20/gamecenter/statistics/22720/5-ger-vs-can

Unibet settled this as a loss. Reason being that they didn't wait for the official report from IIHF (quoted above) but instead decided to settle bets based on what the IIHF website's live page said immediately after the game. There was a glitch on the site where many of the stats were missing at the time and most players' stats were only showing stats from 40 minutes of play.

I'm well aware of Unibet's rules and I understand that sometimes annoying stuff happens: For example the NHL releases the official post-game player stats report like 5 minutes after the game, and sometimes they change a goalscorer hours afterwards when they notice that a shot took a tiny little bounce etc. At that point it's too late since the bets are already paid out. But in the WJC games the official report gets released roughly 2 hours after the game, reason being that because of covid they don't have NHL level people taking care of stats in real time. At the side of the rink there's literally some random dude who probably can't tell a hockey puck from a football clicking buttons, and the IIHF website real-time player stats are always a mess, and based on these first few games the correct stats always only appear in the official game report that appears on the IIHF website ~2 hours after each game.

Unibet settled this before the report was even released. The page they used was not an official document, it didn't show full 60-minute stats for several players and it had tons of stuff marked wrong. One of those being Byram missing an assist even though every source besides this tournament website one-man-operation already had him at 0+2. Neither of the assists was in any way questionable either.

So this doesn't meet Unibet's criteria of using the first available official document or whatever to settle the bets and any changes made afterwards not counting. The first official report = the IIHF match report had and still has Byram 0+2. There's nothing confusing here. This was on boxing day and I'd guess you had some christmas intern trader clicking buttons not realizing that the WJC is not the NHL and you actually have to wait longer than 5 minutes to get the actual results.

Yet here we are again and all I'm getting out of live chat is that "we have contacted the traders and they have confirmed they were wrong but can't change anything because Unibet rules", and then I get quoted the Unibet rules which literally say "first official report", and when I point out this was settled based on an unofficial report (and to be precise, it wasn't even a report, just the in-game website showing several glitches and faulty stats which they very obviously should not have used), the chat person says he can't do anything and the traders can do whatever they want. I asked for a screenshot of what they used as the basis of settling the bets, and it's a screenshot of the WJC page in-game stats and not the official report trololol. Yet still all I'm getting is "sorry lols we're keeping your money anyway".

It's the same old song: Your traders apparently own the whole company and they can do whatever they want. When they screw up (which based on my experience they do a lot), the players have no security whatsoever because all Unibet says is "yeah there was a mistake here, but unfortunately the traders are our gods and whatever they decide is final, we will not reimburse you with anything". This is so crooked.

I'd guess 98% of the bettors had the over here so it wouldn't even cost you almost anything to fix this mistake. You probably paid out two people for a grand total of 23 euros or something for "hitting" the under. This is, once again, scummy af. I'd be willing to bet any amount of money that the absolute vast majority of bets was on the over and the money involved here was not huge at all, meaning that you could easily refund customers for your own mistake and it would cost you basically nothing, but instead you're just pocketing the money.

I currently have 534 season bets standing on Betfair and 0 on Unibet, and this is why. Based on how you scammed me in the NHL season bets already ensured I would never dare to make NHL season bets on your site again, which is why my money is on Betfair, Coolbet etc. Turns out it's total black market bull:Heart::Hearts::Heart: on point totals as well and based on this I can't bring myself to wager on the results of literally anything on your sites again since your traders are allowed to make their own reality about what the results are.

As an awesome side note about how you continue to do business: You're also doing a masterclass of sweeping your mistakes under the rug once again. I've been battling with support about this back and forth for two days and when I communicated with them shortly after the bet being settled wrong, they said they'd likely fix it and pay out the funds soon, and if they wouldn't for some reason, they'd contact me. Neither happened. When I finally contacted them 48 hours later they were like "actually we decided to not pay you but we didn't bother to contact you either".

tl;dr:

1) Bet settled wrong
2) Support confirms bet was settled wrong
3) Traders confirm they made a mistake
4) Unibet confirms they'll likely pay out soon, and if not they'll contact me
5) They decide to keep the money and don't follow up either
6) When asked, they confirm they didn't wait for the official report to settle the bets, send a screenshot of said faulty report (lol), and say yeah whatever we're keeping the money anyway ul bro.

In before: "We'll send this to the traders". Don't bother, I know the response will already be that the overlords word is final and there is no consumer protection on your site whatsoever. Feel free to surprise me positively and for once in your lives do right by a customer of 12 years and just issue a refund for a mistake that's very obviously yours.

  • Like 2
Link to comment
Share on other sites

Hey @ChuckBassPoker,

This doesn't sound right at all and is not how it should go. If you give me a bit to get familiar with the case and check through the communication and then escalate it to our sportsbook team again to check what is the issue here. I'll give you an update most likely tomorrow if that's fine. 

  • Like 1
Link to comment
Share on other sites

Thanks for your message. Fwiw Betsson group settled this as over 1.5p as well. You're the only site who made this mistake.

Based on my experience it'll be absolutely fruitless to contact the traders because they want to save their own asses and never own up to their own mistakes. I had this same experience over and over and over with the NHL season bets and it was just impossible to get any sort of justice. It's a pretty ❤️♥️❤️ed up system when the party in charge of potentially refunding you is the same party who made a mistake to begin with. They have 0 motivation to do that since if they refunded you, they'd have then paid out both the under and the over, meaning that the company loses money, and said trader would likely get into trouble.

There really needs to be some other way to get stuff like this fixed, like an independent third party or a higher-up overseeing things. The thing is that using unofficial results to settle bets probably *should* be a fireable offense but as long as the traders don't refund us here, no higher-ups will notice it because the company just made a ton of money by wrongly settling all the over bets as a loss in a very over-heavy bet. I can assure you justice will never be reached here unless this gets escalated to someone not from your trading team, and apparently there's no way to get your voice heard as a customer because the live chat and email channels refuse to do anything.

Is there a manager or something you could contact? Because I can't get anywhere via normal support channels, and as long as the overlord traders are in charge, this will never get fixed.

  • Like 1
Link to comment
Share on other sites

byram.jpg.f8afde3ed3410b3488b9c4bad9355a37.jpg

FWIW here's the same bet on Nordicbet, settled as a win. It really is just your traders making up their own reality once again. I'm sure they're getting a handy +98% ROI when they pull results out of their ass like this, but you really need to stop them getting away with it. If you finally have a hotline to some manager, please have them to look over the NHL season bets as well since you also owe me hundreds of euros from those (although they are admittedly slightly less clear-cut than this, as covid was unprecedented and it's reasonable to make some errors back then). But this is straight up theft.

  • Like 2
Link to comment
Share on other sites

Btw another case of the same issue is happening as I type this. In the Germany - Slovakia game that ended about 15 minutes ago several operators including you were offering the bet: John Peterka (Germany) over/under 1.5 points. I didn't dare to bet on Unibet for reasons I'm sure you can understand and boy am I relieved I chose another operator. Peterka had 0+2, getting an assist in the two last goals for Germany. As of now, 15 minutes after the game, you can see Peterka having two assists in the scoring column but his statline in the in-game stats page (which your idiot traders use to settle bets) still has him at 0+1. Neither of the assists was in any way questionable, the problem is in the delay they publish the official game report with. You may want to ask how they settled that bet, because if they made the same error again, people are going to be mad tomorrow morning. Personally I'm just relieved to have made this bet elsewhere so I don't have to sweat getting screwed again for the umpteenth time this year by your traders.

So when you look to the left of the IIHF match page: https://www.iihf.com/en/events/2021/wm20/gamecenter/statistics/22726/11-svk-vs-ger

It shows Peterka having two assists when you go over the plays goal by goal:

Period 2, 3-3 goal:

ELIAS Florian
39:14
#3 GNYP Simon #24 PETERKA John
 
Overtime, 3-4 Goal:

25
ZIMMERMANN Mario
64:01
#24 PETERKA John #8 STUTZLE Tim


But when you click on "Player stats", it shows Peterka as 0+1 because it hasn't been updated yet, because this page isn't updated by some magical ten-man analytics team like with the NHL. It gets updated when the official report is released. THIS is the issue, and it's not even WJCs issue because it's not like you should expect them to have NHL level officiating, the stats page lags a couple of hours behind and this is even the case in-game when they actually have a person working who's supposed to be updating it. When some dude scores a goal midway through period 1 it gets updated around period 3 etc.

They'll release the official report in a couple of hours and Peterka will be 0+2 there just like Byram was in the case of this thread. But you settled the bets without 1) taking a look at the latest up-to-date information in literally any source, which showed Byram 0+2 immediately the game, or 2) waiting until the official report was released. Instead you used a random IIHF webpage that has a long delay in updating and is not in way official and just chose to pay out unders before they had typed in the results.
 
I'm at a loss for words with how crazy it is I've had to waste two days of my life battling your support over this, but then again I wasted an entire summer with similar problems with your traders and the end result was that I was refunded nothing. So I guess I'm still sweating this one hard as well even though in any sort of arbitration there's not a soul on this planet (Unibet traders excluded) that wouldn't agree it's 100% your fault and a full refund is in order as well as compensation for all the time I've had to waste here (again).

  • Like 1
Link to comment
Share on other sites

Hey @ChuckBassPoker, thanks for letting me know. I've passed this information on to the Sportsbook people and asking them to have a chat with the traders to prevent this from happening in the future. Also the win has been paid to your account as it should've been in the beginning. 

And for the NHL bets, I'll try and tackle that next. :)

Link to comment
Share on other sites

Me too/ I stopped using Unibet for this reason only to get conned again over Xmas.

Received email saying can claim one free bet per day during the promotion.

Got free bet credited for first loss. I went to do the same with the second, only to find Unibet didn't credit it despite saying it would be credited upon settlement.

Uselessbet would seem to be a more appropriate name for this shower.

Do they deserve another chance or is it time to report them?

Link to comment
Share on other sites


@ReCorpH wrote:

Hey @ChuckBassPoker, thanks for letting me know. I've passed this information on to the Sportsbook people and asking them to have a chat with the traders to prevent this from happening in the future. Also the win has been paid to your account as it should've been in the beginning. 

And for the NHL bets, I'll try and tackle that next. :)


 

Thanks @ReCorpH, I confirm I've received the money. I'm extremely pleased with being able to finally break this barrier between customer service and the traders, so again thank you for your efforts. I realize the NHL bets (linked in post #1 of this thread) are a broader issue, and to be frank it was such a ❤️♥️❤️show I've myself forgotten about some of the nuances by now. But since we've finally established that the traders have a tendency to be wrong and try to cover up their mistakes as happened in this case, if you do have a hotline to some higher-up, it really would be nice to try to get some justice in that department as well. While the NHL bets mess was a more complicated one (and like I said, it's understandable to screw that one up to some extent since the whole covid mess was unprecedented and I don't blame bookies for being caught off guard), the principle is the exact same: The traders prematurely paid out a ton of bets they really shouldn't have, everyone from Unibet customer service to the traders themselves admitted they shouldn't have done that and they made a mistake, but in the end they were like sry bro, we messed up, no can do, say goodbye to your money.

 

And yeah, it's been 6 months and I've largely said goodbye to that money -- it was impossible to get a fair resolution, because apparently the traders weren't overseen by anyone, there was no consumer protection whatsoever and all I could get out of the customer service was "we can't connect you to a manager, the traders are a separate entity, they do what they want and their decision is final". I have tons of email/chat logs where they admitted that paying out the opposite side was a gigantic mistake but once it was made, it couldn't be reversed anymore as it would've been too costly to the company. I assume I don't have to point out how scummy that is. So I'm holding out hope that if you have a hotline to someone who could FINALLY take a look at the whole mess who actually holds some leverage over these scumbag traders who only care about their own job security and you know, who maybe could issue refunds for winning/should-have-been-voided bets that were settled as a loss by mistake, I would highly appreciate it. I'm fairly sure that any arbitrator would immediately side with me because quite frankly, when the other party (Unibet traders) themselves admit they were wrong but kept my money anyway, I'm not really sure how on earth you could come up with any other conclusion. Especially since, once again, every other bookie on this planet handled the bets fair and square and in the polar opposite manner from Unibet.

 

Thanks.

  • Like 2
Link to comment
Share on other sites

This thread is disturbing on so many levels and it brings up bad memories for me as well. I had the same issue @ChuckBassPoker  had regarding NHL bets. It got resolved, but only after about 900 e-mails and speaking to 215 different people. A mistake that should have been corrected within about 6 seconds took  an eon to get fixed. And speaking of errors I have have reported maybe 10-15 line errors (in last 6 months) that have posted on the website, I rarely even get an e-mail back saying thanks. One time I did get a message on live chat saying thanks for letting us know of the error and a "85 CAD free bet" (50 Euro at the time) would be credited to my account. And guess what, I got nothing. So point being when an error is made by Unibet on your account it takes forever to get it fixed (NHL example). And when you do "the nice thing" and let Unibet know of an error, most of the time you don't even get a response. That tells you quite a bit now doesn't it.  

The communication from one department to another is lacking. Nobody takes any responsibility for a mistake, it is always "the other department" or "the other person" or whatever. Don't even get me started on the verification process, ok I won't even go there, that just brings to a level of crazyness I don't want to relive.

On the plus side it seems Unibet always gets things fixed, so that's a good thing, ok a great thing. It is just very annoying that it is usually for the dumbest of mistakes that should be corrected quickly but nobody has any authority or is willing to take responsibility for the error. It is easier to get a hold of the Loch Ness Monster then a Sportsbook Manager (or any manager)! 

But again, at least things eventually get resolved, well for me anyway. And it seems this @ReCorpH person gets stuff done that is good to see. Maybe @ReCorpH can credit my account like one penny for the line errors I have reported this year. Almost every other Sportsbook on the planet gives you something if you report an error, at Unibet you usually don't even get a response, sheesh! 

Anyway, bigger problems in the world, and nice to see you got your money @ChuckBassPoker 

And props to @ReCorpH for stepping up and getting it done!

  • Like 2
Link to comment
Share on other sites

Oh so someone actually got refunded for the NHL season bets mess? Unibet, care to explain why I fought for it tirelessly for two months spending tens of hours talking to your customer support and I still got nothing?

I also had a friend tell me today that he had the same Byram o1.5p bet from this thread but Unibet still didn't credit him for his win. I showed him this thread, but customer service has been adamant that they won't refund him.

Seems extremely disturbing that not only do we have to spend insane amounts of time to maybe sometimes get refunded for your errors, you won't automatically refund everyone else who had the same bet when the error has been detected but instead you just keep the money from those who don't check their bets.

I'd like to get a proper statement from management explaining how you can possibly operate like this, and finally get refunded for the NHL bets please and thank you. Since not only did the traders and customer service admit many times that they were wrong, apparently others (who possibly had lesser amounts bet than me?) got refunded yet I still haven't seen a penny.

Thanks for your work so far @ReCorpH, I know this isn't your fault. But please tell the sportsbook manager or whoever you have a hotline with that if this isn't sorted out soon my next stop is this: https://www.sportsbookreview.com/sportsbook-complaint/

Based on these latest developments I will not settle for anything less than a full refund for the NHL bets plus compensation for the insane amount of time I've had to waste because of your wrongdoing.

The NHL bets in question: https://www.unibetcommunity.com/t5/Betting-and-Sports/NHL-Season-bets/td-p/331778

Yes it's a long thread but every single error listed there is still yet to be fixed. It would be a shorter read if you hadn't screwed things up in the first place so I'm afraid someone will have to read it spend the time figuring everything out (trust me, it'll be 10x less than I've had to spend trying to get some justice here). It's been 6 months now and I've been completely shunned by your customer service who have ceased maintaining contact and essentially just kept the money after admitting they were wrong and that the bets were settled incorrectly, and now apparently they have still refunded others?!? I don't have words to describe how :Heart::Hearts::Heart:ed up this is.

Link to comment
Share on other sites

Hey,

I have no insight on that NHL one, I'll need to check the cases separately. I remember the original thread about it but once I had passed it on I focused on other things. And I understood that the new bet was re-settled as a winning one. I'll need to check how it was sorted then if not by settling it as should. I'm not working today but I'll take a moment tomorrow to try to get some clarifications. 

Link to comment
Share on other sites

 

My "NHL bet situation" was a bit different then @ChuckBassPoker situation, his was much worse then mine. But with that said the same stuff Chuck had to deal with I dealt with. Just mind boggling how annoying it is to get things rectified at Unibet. But as I said above eventually it gets taken care of, although the "mistakes" (if you wantto call them mistakes) should never have happened in the first place.

At least @ReCorpH seems to have a bit of pull and can sort of get sh*t done, so that's good. But when Chuck said above that he wanted to track down a manager, yeah good luck with that, that ain't ahppening. 

And I'll say this again even if you report an error like a line mistake (you know before the game actually takes place or during the game) you rarely get a response, and that's you just doing "the right thing" and not betting into a bad line. Yes when you do that you don't even get a response. Just imagine how hard it is to get something done when Unibet makes an error on your account, yikes! The examples above from the World Juniors were an absolute joke, it is like a toddler was grading the results, the word pathetic comes to mind, that should never ever happen.

And when Unibet says "a free bet will be credited to your account" yet that never happens well there you go again. They actually say something to you, but don't follow through, yep it happens quite a bit, it is so frustrating. Just goes back to the "one department can't communicate with another department". I mean if it is that hard to credit ones account after they say they are crediting ones account, well there you go! No wonder why it takes a decade to get anything rectified when you have issues like Chuck described! And speaking of decades, I have been waiting about fifty years for that free bet to hit my account, guess I'll keep waiting!

I'll end with this, in my case I can say that eventually everything gets worked out (well except for the 50 euros free bet I am still owed) and all things get rectified. So I guess that is a good thing.

Hope you get your money Chuck I'd be mad as hell if I were you, total b.s. if you ask me.

I'll hold out hope that this @ReCorpH superhero can get my free bet credited, he seems like he can work miracles🆒

 

 

 

 

Link to comment
Share on other sites

 

"I also had a friend tell me today that he had the same Byram o1.5p bet from this thread but Unibet still didn't credit him for his win. I showed him this thread, but customer service has been adamant that they won't refund him."

 

 

If the above is true, nobody should ever wager one cent at Unibet ever again, if that is not a s cam, nothing is. And to think I am a bit preturbed that I have a "free bet" missing from my account, guess I have nothing to complain about, I see it could be much worse! To have a wager that is a winner, but graded as a loss, now that is just wrong. But to make it worse, others have been paid for that winning bet, that is crimminal, I think that is called fraud is it not? Again I hope this isn't true. I mean how can you pay one customer but not another? Whoever is responsible for this should be fired.

 

Ok so ummm....anybody know where my 50 euro free bet is, it must have got lost in the mail😏

Link to comment
Share on other sites

Yeah it's scummy af that they apparently aren't re-grading bets for everyone at the same time and you only get your win if you spend hours of your life trying to get some justice. My friend says he talked to support for two hours today (24+ hours after my bet had been regraded) and they were still adamant about not paying. I gave him my betslip # for reference so I'm assuming he'll get paid tomorrow after another frustrating day chatting with Unibet's customer service. But I'm sure there are many others who don't realize they won / haven't bothered to check their bets, and on their behalf I would really like to get clarification about why you haven't credited them the money that is rightfully theirs as well. I don't always check all my bets and I must have made thousands of them on Unibet over the years, so it's worrying to think what might have gone down before... The funny thing is that in 12 years of betting on Unibet I don't recall ever having any issues, but now that I've finally run into several this year, the level of mistreatment appears to be through the roof. I'd guess something like 1 bet out of 1000 will have controversial results, and that's when you really see if a sportsbook is trustworthy or not. Unfortunately based on these two cases players seem to have very little security. This is a stark contrast to you poker side, which has always been incredibly fair to me and I have nothing but high praise for them -- this is why I'm still holding out hope that perhaps the injustices I and others have had to face re: hockey bets aren't a company policy, but it's these crooked sports traders who keep screwing up and then screwing over customers as a result of being worried for their own job security. The story would check out in the sense that afaik the sports betting operation isn't even really carried out by Unibet but the traders are their separate entity.

I've had this same thing happen before on Betsson fwiw. They have multiple skins, and I've sometimes had the same bet on two separate skins controlled by the same entity. I've forgotten what the problem was (in general they handle these things with class, as opposed to what we are witnessing here and in the NHL thread), but the one time they settled something erroneously, I talked to customer support and they agreed to regrade my bet. But I only gave them one betslip # and realized later they didn't auto-grade the same bet for everyone, just me because I happened to ask. (I got the other graded as well when I asked for it separately). I always thought that was super scummy, but they are pretty small-time compared to Unibet. I sincerely didn't expect to see this from Unibet who still have a very good reputation and who I thought are running a pretty tight ship in general aside from having incompetent traders. But now, first having been screwed over super hard last summer over a dozen different NHL bets, and now this, and apparently they are STILL not paying everyone else with the same bet... yeah this is very worrying.

@ReCorpHyeah the NHL bets are a huge thread and it would probably take you a full working day to prepare an email to the higher-ups about it. I think the best thing you can do is honestly just link it to whoever is the highest ranking sports manager you can think of, tell them that a customer got screwed royally here and ask if there's anything we can do (such as, you know, maybe finally pay him his money?). The very short version is that I had something like a dozen NHL season bets on the covid-cancelled season, they graded virtually everything wrong, I fought with support about it for the longest time, in the end the traders admitted they made a mistake, then customer support admitted they made a mistake, yet somehow the end result was that you just kept the money anyway and refused to pay. There was supposed to be contact made after some sort of inner negotiations or whatever the heck it was but nobody was ever in touch and I've never seen a cent. I got so pissed off I stopped wagering hockey bets on Unibet because it was impossible for me to trust getting fair treatment as your traders are clearly not trustworthy and it blew my mind that you just kept the money even after admitting that my bets were graded wrong. Until I gave you another shot this Christmas... and somehow again found myself getting graded wrong and having to spend insane amounts of time trying to convince your customer service, your idiot traders and finally write long wall of text posts about 1+1 really being 2 before I've finally, mercifully, been granted my win for this one bet and obviously no mention of the previous harms done or apologies or compensation of any kind.

So what I'm asking is, once again, to simply just get the money I'm owed. Again I'm grateful to you @ReCorpH for getting this one taken care of, but it's a long road to travel before I'd be square give my previous ~12 bets are still misgraded.

Thanks and happy new year! I realize the wheels are unlikely to turn very fast during the NYE holidays, but I'm expecting to get the NHL bets finally taken care of early next week. If that's not happening please let me know so I can start preparing my Sportsbookreview complaint.

Link to comment
Share on other sites

I shall add that it's really nice you have this community thing here. It really shouldn't come down to this to get bets graded properly and it appears you really should seek new traders and improve the process of getting regraded when the traders have messed up. But even though I have a dozen reasons to still be very disappointed about my mistreatment re: hockey bets, the fact that Unibet's the only company (to my knowledge) with a platform like this still makes me think that perhaps this isn't a company issue but simply a greedy/crooked/incompetent traders issue and I've just gotten incredibly unlucky to get the short end of the stick on a couple of occasions here. I hope I'm not proven wrong about this take :)

Link to comment
Share on other sites

Hey @ChuckBassPoker, as you guessed, the wheels have been turning slowly due to NYE celebrations and public holidays but I'll get the ball rolling. :) I can't give you a promise on when I'll have it sorted or an update for you as it's currently just me working here but I'll let you know as soon as I know more. I will make a summary of the original thread and still post the link to the original thread along with the summary.

Link to comment
Share on other sites

Please sign in to comment

You will be able to leave a comment after signing in



Sign In Now
 Share

×
×
  • Create New...