RayWebs12 Posted January 23 Share Posted January 23 BELOW IS AN EXTRACT OF A LIVE CHAT CONVERSATION WHERE MY CASH OUT BET IS NOT BEING HONOURED BY UNIBET. I AM TOLD FOR A "BUSINESS DECISION" THE BET WILL NOT BE PAID, YET YOU ARE FREE TO ACCEPT DEPOSITS AND IGNORE THE RISK THAT PUNTERS ACCEPT WHEN PLACING A BET. WHY IS IT ACCEPTABLE FOR ME TO WIN AND YOU NOT TO PAY, AND FOR ME TO LOSE AND YOU KEEP THE MONEY. I INTEND TO REACH OUT TO IMAS OR SEEK LEGAL REPRESENTATION TO RESOLVE THIS. THE PRINCIPLE HAS TO BE DEFENDED FOR ALL PUNTERS ACROSS THE UK. Date: 23-01-2023 Chat Transcript Chat ID: 4878804 Ray: Hi, I cashed out a bet on the 19th Jan @ 00:24:33 for £95.07 and i haven't received it yet, can I ask when will this be processed. Coupon ID 5X08X7XXXX My name is Ray Webber- XXXXXXXXXX EMAIL: XXXXXXXXX Ivanna: Hello, welcome to Unibet customer support Ivanna: Hi Ray. Ivanna: Thanks for the details. Ivanna: If you don't mind waiting a moment, I will check it for you now. Ray: Sure, thank you. I got disconnected previously and was told it could be seen on my account. Ivanna: Can I also confirm your date of birth please? Ray: 28/1X/19XX Ray: 28/1X/19XX Ivanna: Thank you, just a moment while I’m checking your account. Ray: Ok Ivanna: Thanks for waiting, The bet was placed with casino bonus funds and bonus was cancelled due to business decision, unfortunately the funds are lost. Ray: What does that mean, a 'business decision'. I won the money fairly Ray: You are obliged to pay out under the 2005 Gambling Act so I'm offering you the chance to remedy this mistake Ivanna: Please see the T&Cs of the bonus: Ivanna: Unibet.co.uk promotional offer. 4. Unibet reserves the right acting reasonably and without prior notice and in accordance with its eligibility requirements, bonus abuse policy and internal trading risk policy to: a. withhold, restrict or cancel this Promotion from individual account holders; and b. reclaim any bonus funds, enhanced payments or winnings from bonus funds. Ivanna: I am very sorry for the inconvenience, Raymond. Ray: None of that applies Ivanna: If you wish to raise a complaint here is the link https: //www.unibet.co.uk/general-info/terms#section-30 Ray: You did not cancel the promotion, you didn't reclaim the bonus funds and reclaiming the winnings is not acting reasonably Ivanna: As I mentioned to you above the bonus was cancelled and the bet ID 540827XXXX was placed with the bonus funds. Ray: I won't be raising an internal compliant only to be brushed off, I shall forward this message to my solicitor and you can pay his legal bills too. Ivanna: Raymond, I wish I could do more for you, but the decision was taken by the different department. Ivanna: Is there anything else I can assist you with today? Ray: Please give the name of the department, my solicitor is going to need it Ray: And the address please Ivanna: All complaints must be sent to the : info-uk@unibetsupport.com Ray: I will be posting this on social media, its shocking behaviour. I have bills to pay too. Ivanna: And it will be forwarded further to the respective team. Ray: The postal address please Ivanna: further* Ray: What is the name of the department please? Ivanna: Security department. Ray: Security! Ivanna: Have a good evening, Raymond. Ivanna has disconnected. Link to comment Share on other sites More sharing options...
Jami-Unibet Posted January 23 Share Posted January 23 I'll take a look at this but just so I'm clear. Did you place a bet with bonus funds from a casino bonus? Satisfied with the community? | Read our guidelines? | Meet the team | Seen our latest blog posts? Link to comment Share on other sites More sharing options...
Who cares Posted January 24 Share Posted January 24 I am a potty mouth Link to comment Share on other sites More sharing options...
Who cares Posted January 24 Share Posted January 24 I'm not a very nice person Link to comment Share on other sites More sharing options...
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