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Live Chat Complaint - Unibet don't pay!


RayWebs12
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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.

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