col

4 hours ago, Stubbe-Unibet said:

Best bet is to contact customer support on the live chat 🙂

I'm not aware of the exact rules or process in this case

Thanks for the response.  Would you recommend I contact them first, or would it be better to try a withdrawal (via Trustly) and then get in touch if there is a problem?

I'm intending to make a withdrawal and am a little concerned I may encounter problems. I probably just need to try it and see what happens, but if anyone can offer any advice I would be grateful (either from the general community or from someone at Unibet).

I previously encountered problems when my debit card details changed. Manual intervention was needed to sort things out, as detailed in this thread -

After the above events, with my failed withdrawal going to my bank account instead, I switched to using PayPal.  Looking at my records I seem to have made a couple of deposits by that method and withdrawn as much as I deposited.

The situation right now is that -

a) PayPal is no longer available.

b) Whereas I originally had my bank details registered directly on the site, it now seems there is a requirement to sign up with 'Trustly'. (Is Trustly just a 'provide-your-details-only-once' service for registering bank account details with multiple sites?)

c) Trustly shows up as an available withdrawal option, whereas others are listed as unavailable because 'You need to deposit with this payment method before you can use it to make a withdrawal'.

So the implication seems to be that I should be able to make further withdrawals from my current balance using Trustly. (I'm guessing that would be so long as I register the same bank account I had previously registered with Unibet.)

Sorry for the lengthy ramble.  Can anyone comment?

Thanks,

Colin.

On 8/27/2021 at 5:44 PM, Jami-Unibet said:

All gameplay is tracked and progress is tracked, the wagering will be as normal just not visible in the front end before the issue has been fixed. I'll chase this again

Hey @Jami-Unibet,

Please can you give an update on this.

Nothing has changed, as far as I can see, and it is coming up to the 30-day expiry date for the bonus I received.  All of my current balance is now in bonus funds, having dipped below the threshold for that to happen at one point.  I have no way of knowing how much more wagering is required to avoid losing my entire balance when the expiry date arrives (or indeed whether or not I have in fact already done sufficient wagering, but the system is unable to show me this because of the bug you described!).

Without this information I feel a bit helpless, and, since my balance is now in profit (over and above the initial amount of deposit + bonus), I really need to know where I stand!  

So please let me know ASAP both the status of the fix you mentioned for this issue in general, and the specifics of how much (if any) more wagering I need to do in order to release my bonus funds.

Colin.

P.S. I believe I activated the bonus on Aug 25.

Thanks @Jami-Unibet,

Incidentally, I also noticed that my 'Main' balance is going up and down while my 'Bonus' balance remains fixed. Should it not be the bonus balance that my wagering and any winnings comes from / goes to? If so, is this part of the same issue and due to be part of the same fix?

By the way, I notice that a common factor between my case and that reported by @jay138314 is that we both have a further bonus available. (i.e. we activated one of two that were on offer.). Given the response that was reported by @Jami-Unibet,  I wonder if this might be at the root of the problem, confusing the system into thinking no bonus is active when one is. 

Note, I have done exactly the same thing (selecting one of two bonus offers) in the past and had no issues. Something has apparently changed in the interim.  

Hi,

I've just returned to the site for the first time in a while and made a deposit, taking advantage of a bonus offer.  The 100% matching bonus amount was credited OK, but I cannot view the status of the 'active' bonus. (I get told there is NO active bomus!)

Basically, I have the same problem as others reported here - 

I'm creating a new topic, rather than post a 'me too' comment, since someone already did that on Aug 7 and received no response at all.

The site has obviously had a few updates since I was previously an active player, and it looks like a bug may have been introduced in this area.

My main concern here is that, not only can I not track my progress against the wagering requirement, but I am also left wondering if my play is even being recorded against the wagering requirement for the bonus at all! If there is a bug, I have no way of knowing if it is just affecting the display of information or if it runs deeper.

So even if the display issue can't be fixed any time soon, I'd be grateful is someone could check that your systems currently show that I have made some progress against the wagering requirement.

Thanks,

Colin. 

---

@ReCorpH wrote:

Your bank withdrawal has now been approved and you can use that in the future as well

---

Does that mean regardless of what deposit methods I use in the future? (Or would I have to use the bank for both deposit and withdrawal?)

I'm in the process of setting up a Paypal account, and would hope I can move to using that for deposit (and ideally for withdrawal too). In fact, as I mentioned earlier, I am really only making the current withdrawal because the balance is required to be below £20 before a Paypal deposit is allowed!

Any final advice regarding things I should or shouldn't do going forward, in order to avoid potential issues?

Once again, thanks for all your help,

@col

Thanks @Jeppe.

It would appear that the most recent deposit (£5 via Mastercard) is itself the one that was causing all the trouble.

As I said, I made it as a test to see if withdrawal would then be allowed to that card. There is a warning on the site that Mastercard may not be allowed as a withdrawal method in some cases. But there are also some rather confusing instructions about how to check whether this applies in your particular case which had led me to believe that it should be OK for me.

Looking at my account, my withdrawal seems to now have been split into two transactions, both directed at my bank account, one for the £5, and one for the remainder. I've had an email confirmation for the second of these only; I don't know if that implies a further problem with the £5. Will have to wait and see...

[Edit: I've now received the second email confirmation 👍]

@JeppeThanks for that, and thanks for such a swift reply.

I quite understand that there will always be glitches from time to time. My only real criticism here is that the system was somehow mistakenly directing me to the account verification section, despite there being no possibility of me doing anything there!

And, just to clarify, the last deposit was made via Mastercard, not VISA.  I had previously been able to just update the expiry date, when receiving replacemnt VISA debit cards from my bank, but this time they took the opportunity to issue me a brand new card (new card issuer + new number).

Colin.

Hi,

I have up-until-now been succesfully making deposits and withdrawals using a VISA debit card. I  was previousdly required to verify my account, which I did succesfully -