Dorrix Posted January 8 Share Posted January 8 HI folks Hope someone can help with this. I cashed in 2500 points to get a playthrough bonus of 25 Euros. I received nothing. I have contacted Customer Service three times by Live Chat, twice by telephone, and five times by email. They are all very sympathetic but cannot find out why. They forward my query to Poker department where they are met by silence. If anybody has got any good ideas as to what I should do next I would be very grateful. Hope this does not happen to anyone else. James Jarvis (playing as CrackOn) Link to comment Share on other sites More sharing options...
Stubbe-Unibet Posted January 8 Share Posted January 8 Nice story, but far from reality. I replied to CS within 1 one hour on a Friday evening, when I had been off work for 3. Then they created a ticket which was replied to promptly as well. If they haven't informed you at all, I'll follow up with them. The bonus is on your account. It's pending as you'll see in the poker client. You can only have one active bonus. Check the latest poker release notes. Have a look at our poker promotions. Link to comment Share on other sites More sharing options...
Stubbe-Unibet Posted January 8 Share Posted January 8 And I should probably stress that a PT bonus doesn't credit any funds immediately, as explained in the client. You need to play, to unlock the funds which are then released in increments. Feel free to share screenshots from the CS communication, so it's easier for me to follow up with them. Check the latest poker release notes. Have a look at our poker promotions. Link to comment Share on other sites More sharing options...
Dorrix Posted January 8 Author Share Posted January 8 Hi. Thank you for your help. I have been told at least twice that the bonus is pending in the poker client. None of your customer service staff can find it, and consequently cannot tell me where I can find it. They have all been very helpful and done their level best. I don't understand why I have to unlock the funds. I believe I have earned 2500 points which you have taken from me and they have gone from my account. Are you saying I have to start all over again to receive the reward? It doesn't make sense to me. Link to comment Share on other sites More sharing options...
Stubbe-Unibet Posted January 8 Share Posted January 8 If you click the present icon at the bottom and then Playthrough bonus, you'll see your active and pending bonus. I can confirm that a PT bonus is released in increments as you play. I can refund the points later, and remove the bonus, if you prefer. Check the latest poker release notes. Have a look at our poker promotions. Link to comment Share on other sites More sharing options...
Stubbe-Unibet Posted January 9 Share Posted January 9 @Dorrix, I'll need you to confirm, if you'd like me to remove the bonus and refund the points. You can then use the points to buy a tournament or cash game ticket, which will allow you to join games straight away Check the latest poker release notes. Have a look at our poker promotions. Link to comment Share on other sites More sharing options...
Stubbe-Unibet Posted January 9 Share Posted January 9 Looked into how this was handled by customer support, and as an apology I've given you 2500 bonus points (and you can keep the bonus). They should simply have explained the mechanics to you on first contact - it is described in our internal knowledgebase, so there's no excuse - and there was never any reason to escalate it. I'll follow up on this one internally. Good luck at the tables! Check the latest poker release notes. Have a look at our poker promotions. Link to comment Share on other sites More sharing options...
Dorrix Posted January 9 Author Share Posted January 9 Good morning. And thank you. I appreciate your generosity but must stress I found your customer support people very friendly and helpful. I will now continue playing on Unibet. There are plenty of games at the stakes I play and I am enjoying it. By the way I have withdrawn money three times now and it has been in my account each time within ten minutes. Thank you again for all your help. 1 1 Link to comment Share on other sites More sharing options...
P0kerM0nk Posted January 11 Share Posted January 11 Just want to add that, unless it has been changed and as far as I remember, you can only see 3 bonuses at one given time on the playthrough bonus tab, the active one and the next 2 which are queue'd up. If there are more then they are there but you can not see the next one (the 4th) till you clear or cancel your current active bonus. 1 Link to comment Share on other sites More sharing options...
Stubbe-Unibet Posted January 11 Share Posted January 11 10 minutes ago, P0kerM0nk said: Just want to add that, unless it has been changed and as far as I remember, you can only see 3 bonuses at one given time on the playthrough bonus tab, the active one and the next 2 which are queue'd up. If there are more then they are there but you can not see the next one (the 4th) till you clear or cancel your current active bonus. Correct, but didn't make a difference in this case 🙂 1 Check the latest poker release notes. Have a look at our poker promotions. Link to comment Share on other sites More sharing options...
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