CAPTCHA - JUST REPLACE IT!

[Osaekomi]

Dear Unibet, 

It is getting enormously frustrating to keep running into the CAPTCHA issue again and again with Unibet. 

It is not that I need to solve a CAPTCHA once in a while, it is almost EVERYTIME I log in. 
Not only that, you almost need a higher math degree to complete them, as they keep providing more and more assignments! Solving one is ok, but I keep getting new puzzles all the time to a point it almost drives you mad! Then, finally after solving a ridiculous amount of them, it suddenly decides to let you in. 
Only for the client to crash in the middle of a session (with multiple tables open), to be blocked our for over 10 minutes trying to get back in. 

When reporting this issue, the only response we get from support is "We know it is annoying, but it is for your security". Say what?

So, instead of just solving the issue, you just say it is though luck and the best with it?

Now, people are just trying to battle the symptoms, instead of just addressing the root cause, which is the need CAPTCHA entirely. There are better, easier, more user friendly ways of providing the level of security you seek, without driving your customers mad! It sound more like the IT department is clueless on what to do!
Just implement a 2-factor authentication if you so really need it, which is way more user friendly than this! At least I know then I just need to provide the number and I am in. 

Why do other sites like Pokerstars, GG Poker, Party Poker, 888 and the likes do not have these issues? 

Come on, I expect much more from you guys. Just excepting that this drives your customers mad is not the reaction I expect from one or the biggest gambling providers in Europe. 

[Nestabear]

Been having the same issues & feel exactly the same way @Osaekomi 😡

[Stubbe-Unibet]

We are working on some improvements to the captcha. Were using Googles reCAPTCHA solution, which for whatever reason doesn't like the embedded login window. 

2FA is not an option on all markets at the moment, so not an alternative. It should always be voluntary as well.

[Osaekomi]

@Stubbe-Unibet thanks for the reply and I understand its Google. However, you (unibet) chose to use Google and not some other method, so that it is still a deliberate choice. 

Even if 2FA is not supported on all markets and even if it is voluntarily, providing it as an option to markets where it is possible would hugely relieve players of good faith who are now hindered all the time. I would choose 2FA is a split second if it avoids me seeing a Captcha ever again.

That said, it is still an IT (as an IT Architect and developer myself) issue, where you should replace a technology if it does not work. There are alternatives, which at this point start to become cheaper than using the current solution.

 

[Stubbe-Unibet]

There are no better and more reliable solutions, no. We do not want to use several different captcha solutions either, for different products/channels.

As I said, there's ongoing work to improve the situation. First phase should be released relatively soon. Second phase is more complex (will be a more permanent and proper fix with big changes to authentication flow) and will take a while to deliver.

As discussed in the other thread regarding recaptcha I obviously understand and share the frustration. We did make a change a while ago, which drastically improved the situation, so if you're getting a high score from Google elsewhere (disregarding history), you will not get captcha in the client today. 

[Osaekomi]

I always use the same machine, phone and iPad, so that should not be the issue. Almost exclusively just from my own house network with stable IP. 

Anyway, I am sure multiple drivers are driving the choice making (costs, complexity, reliability to just name a few). Just wanted to let it be known this is not a small thing and is impacting a large user base. And that support should instead of saying that it is google to blame and we just have to deal with it, be open to what is going on and timelines involved. 

Thanks.

[Stubbe-Unibet]

1 hour ago, Osaekomi said:

I always use the same machine, phone and iPad, so that should not be the issue. Almost exclusively just from my own house network with stable IP. 

Anyway, I am sure multiple drivers are driving the choice making (costs, complexity, reliability to just name a few). Just wanted to let it be known this is not a small thing and is impacting a large user base. And that support should instead of saying that it is google to blame and we just have to deal with it, be open to what is going on and timelines involved. 

Thanks.

We have full tracking for every single authentication, including the exact score given by Google as part of the recaptcha flow, so I'm well aware of the impact (which isn't as big as you make it sound, but it is a serious issue, and it's being treated as such).