Wrong evaluated result (betting)

[psrquack]

Hi all,

today the system evaluated one of my bets wrong and needed to contact with LC agent to request a  recheck/correction. It would be great if Unibet will introduce the challenge button which would generate an error/debate message directly to the responsible department and user could have to skip the LC support.

The bet was corrected but I didn't received a mail about it. I think a mail containg "Your outcome was corrected and the amound was credited to your account. We apologize for any inconvenience!" would be a nice gesture.

[JeppeL]

 IMIO the first part of your idea is pretty cool, I know it's something Stubbe hopes will be a part of future sportsbook functionalitites.

As for the second part about the email, I'd like to know what you think: I know the agent you were in contact with didn't present the option of responding to you via email, but I know it's something we used to do. When we did it, we often came across the following scenario:

You get a query late in the afternoon about a bet that's settled incorrectly and you send it to the sportsbook for review. Then when it gets early evening, a few of your colleagues end their day and another one goes on break for an hour, meaning you end up sitting alone or at least few people on the line for an hour. You then get the email back from the sportsbook, that the bet now has been settled correctly - but you're swamped with contacts and don't have time to send an outbound mail.
When you get the time, you see that the customer has already been playing again since - perhaps for the money from the settlement - and surely has noticed and is aware of the settlement already having been done.
As a customer, do you feel like you still would like to receive the email that now only serves as confirmation of something you were already aware of?

[psrquack]

@Jeppe: well, in that case not really, but an ingame notification (like in the poker client) would be great. Why? You are watching a game and recognize that something went wrong. Well, life is not easy, you are connecting to the support. Your local agent isn't avaliable (though he should be if I see the opening hours schedule). Another click, another agent. Oh no, I'm still in the  season because I chatted with an agent an hour ago. So logging out, clearing the cookies, logging in, connecting. I add my username to be handled faster. You are x on the waiting list. Great. Waiting. Hi, my name is xxx, how can I help you etc. Writing down the problem. Oh, I can help you but a little security check first. Another torture, and one of the questions is about my username what I already added to be handled faster. Fantastic. I got the instructions and have to wait appr. 60 mins till my problem  will be solved.. So many torture and nobody says that you are a cool guy? Nonsense.:laugh:

Btw leave all the jammings and please tell me when will Unibet get my countries licence (or tell to the CRM that ReCorpH already Pm'd him/her and he is still waiting the answer).

 

[JeppeL]

Well described user journey into the live chat @psrquack :) We really like the idea of a challenge button on bets that are settled incorrectly, and hopefully it''s something we can offer in the future - but for the moment I know, that the sportsbook has a lot of ongoing projects to get through before being able to work on this.