Insideman

1 hour ago, Stubbe-Unibet said:

Hey @Insideman! This is not something we're currently offering. Providing insight into "all-in luck" has been on my wish list for Game Lab since day one (not what's there today). It's not currently planned in, so unlikely to come anytime soon, unfortunately 😞

Thank you for your reply. That's a shame.

Hi. I am trying to review my play for the previous month and was curious whether it's possible to see all-in adjusted winnings. So basically anytime a had goes to all-in, how much one should have won based on the percentages. Primarily I am interested in this for cash games. I spoke to support about this, but what they sent me did not include those numbers. Before going back to support, I was wondering whether you know if it's possible to receive such data from Unibet. I noticed that from within the software there is an area that measures "luck" (in the lab area), so that would imply that Unibet is tracking said data already.

Today during my session, my hand was folded preflop, but I didn't press the fold button. My mouse also wasn't near the fold button, I clicked the 'POT' button. My time bank was low, but it didn't look as though I ran out of time. Also, if I had been folded due to running out of time, wouldn't I automatically be sitting out? I was still active on all tables and there was no prompt to sit back in. I was able to capture the incidence on video, the hand# is 1975313361.

On 10/5/2023 at 2:58 PM, Stubbe-Unibet said:

Did the app actually crash? The special build will unfortunately only create the dmp file if the app crashes.

As it isn't a general issue as you say, we'd need a better idea about how to reproduce it. Curious if you did something special just before clicking +1. Or perhaps you had an MTT lobby open in the background?

No, there was no app crash. It was just that individual window that froze. Unfortunately I wasn't recording my screen before I clicked +1, but I started recording shortly after it froze. From that snapshot I can see that the +1 occurred at an NL table, whilst I was playing one Hexapro, with an additional Hexapro loading in the background. I was either in a waitlist for the Hexapro in the background or it just loaded when the freeze happened. I'm reasonably confident that there was no MTT lobby, since I wasn't playing any MTTs and I don't think I was browsing any lobbies either.

I found a bug whilst using the debug version. I clicked the +1 table button to open a new table and the new table that opened up froze (it wouldn't let me buy in, so no loss of funds), but otherwise the software was functional. I think I've seen this happen rarely in the past, but since I'm using this software version, Is there any file I should share with you regarding it?

2 hours ago, Stubbe-Unibet said:

@Insideman thanks for the update! Happy to hear it's been working well for you!

You can use this client version until the release in a few weeks 🙂 

Alright, thanks for the update. Do I need to do anything or will it just update and overwrite my version?

On 9/26/2023 at 11:13 AM, Insideman said:

Fair enough, I will resume play as normal and inform you if I observe the crash again. Thanks for the response.

I wanted to follow up to say that I made it to the end of the quarter without crashes. I have a suspicion what might have been triggering the issue on my my machine. Shortly after I started using the debug/dump file version, my numbpad "died". I was using a detachable numbpad, connected to a USB hub. It basically stopped working in that config, and I moved it to a different port and it doesn't seem to malfunction anymore. The numbpad was what I connected to the crashes, since I would type a bet with it and then click bet and the software would crash (twice in 3 days). If I had to speculate, I would say this may have triggered something in the client as it seemingly did on my Windows 11 install (I received a USB controller error one time). It may also explain why the crashes started happening suddenly, since I hadn't observed that behaviour to that point.

How long can I keep using this software version for? Thanks for the interim.

2 hours ago, Stubbe-Unibet said:

Better not to try and avoid the crashes. If you use the special build and can get me a dmp file as well as description of what you did just before the crash, I'll make sure you're more than fairly compensated 🙂 

As for the captcha, we're using the solution from Google, and there isn't much we can do for now. There's a bigger internal project around captcha, but it'll take a while before that's introduced.

Fair enough, I will resume play as normal and inform you if I observe the crash again. Thanks for the response.

12 hours ago, Stubbe-Unibet said:

@Insideman sorry to hear you're having issues! The link provided in the thread above should still work 🙂 

https://www.dropbox.com/scl/fi/9tz94p31jr113z0hzi94h/win64-3.29.0prod-dump.zip?rlkey=6z853rgghshx3pq22gcpbjl3u&dl=1 - this is for Windows specifically 

Thanks, I'm on Windows 11. I should add that I have a suspicion what might be causing the crashes. As I said, I was frustrated because the crashes happened in big pots with strong hands. I recall in both situations I typed a bet into the bet size box and as I clicked the bet button, the software crashed (to be more precise, in both situations a 3-bet had occurred preflop). I also have a recording of both crashes if you would like me to provide these files for you. I will give the special client version a try, but I will also avoid typing bets for the interim. As you can imagine these crashes are relatively expensive, so if I think I can prevent them, I won't deliberately try to cause them. It was suggested to me to use the bet slider to lower or increase bet sizes and I will try this, but perhaps you can test on your end whether typing the bets is the issue. Of course if my software crashes again you will have my debug files.

Is there anything I can do about the long "I'm not a robot" dialogues? My understanding is that not everybody has these checks. I'm guessing it has to do with my location in the UK. My ISP is British Telecom. I tried my phone network and it was the same, though I have noticed that there are less checks on other clients (browser etc.). I understand if you don't want to comment on this, it would just help recovery from client crashes. I've always had a small amount of client crashes, but in the past at least I could log back in and often save the hands that I am playing. That is not possible anymore, so the issue has become much more significant.

Hi, I'm currently experiencing infrequent crashes (0-1 times per day) using client v.3.29.0. They have been additionally frustrating as they happened in big pots with strong hands, and I have been unable to log back in quickly due to the long robot check sequences. I would like to see what there is I can do, as I still need to generate some XP before the quarter is over. 

The most recent thread on this topic appears to be this one: 

Is there a new special client build I should install to try to resolve the crashing?

Thank you for your response, I have sent you a PM with the requested information.

Hi. Whilst playing today in the UK I experienced 3 disconnects. The last two were in short succession, so I had to stop playing to avoid losses. During each disconnect I was still connected to the internet and I could access any site except Unibet. I have video footage of Unibet being down whilst still being able to access major sites such as BBC, CNN, Reuters, Yahoo etc. These disconnects cost me money each time as I was forced to sit out due to the reconnect not happening quickly enough.
This appears to be an issue on Unibet's side since I don't generally have any problems connecting to Unibet and my internet is working. This is additionally frustrating as I have a bonus that will expire soon if I don't clear it.
Are there known server issues at the moment? Is there a time frame for them to be resolved? Can I claim for compensation for the disconnects? I can provide video footage if necessary.

Thank you.

The issue is persistent for me as well.

I am currently working through the same issue. This is my first time on the new client so I wasn't sure if it was a requirement to turn location on from Windows (which is off by default for privacy reasons). I turned location from Windows on and restarted, but the issue is the same. I am also in the UK. I think it's probably just a server side issue. I think I've seen this error before.

Edit: I also tried the browser app and the error is the same.

On 5/28/2023 at 8:48 PM, Stubbe-Unibet said:

@Insideman Sorry to hear this! I'll follow up with CS next week, but just one thing to note: CS didn't actually remove any additional bonuses, they only removed the one you asked them to. When a bonus is canceled in the backoffice, it just causes a display issue for some time in the client; previously pending offers affected. It'll usually be for 10 minutes or so, and then everything will look fine. This should not be an issue with the in-client cancel feature, but let's see when it's live next week 🙂

Thank you for your response. I assumed this was one possible reason for what I was seeing. Sadly on the customer end it can be hard to tell sometimes whether something is accidental or deliberate. Deliberate in the sense that someone removed my bonuses by accident and simply didn't want to resolve my issue. In any case it's all sorted and thanks for reviewing the matter.

Update: It seems that this issue has been resolved now. All the bonuses have been restored to my account.

I just contacted Unibet support regarding skipping a bonus that was issued in my account.

The 'Rake 1700, Get 255' isn't clearable for me at the moment within 14 days, so I asked them to skip it. At first they said it wasn't possible to skip a bonus and that I would have to wait 14 days for it to expire. I pointed out that it certainly is possible, as is evidenced by the threads on this community forum. I even pointed out to the support that I should be able to remove bonuses myself in version v3.27 that is launching tomorrow:

I asked them if I should just wait and remove it myself, but they said I should wait and that they were handling it themselves. Eventually they removed it, but they deleted every single queued bonus in my account. When I told them they did this, they said that they didn't and that they are not aware of any other bonuses in my account. I was stunned by this, because it doesn't seem credible that they are seeing less server side than I am client side. After thinking for a few minutes, I realized that I had a recording of the bonuses in the client. I offered to share a recording or screenshot of my bonus window. The support opted for a screenshot. After sharing the screenshot with the queue of bonuses in my account they simply said there are no more bonuses and they are sorry to disappoint me.

This seems rather out of line to me. These are bonuses that I earned through the loyalty system. They shouldn't be deleted due to a mistake and then the customer told to go away.
There were more bonuses queued after the ones in my screenshot as well. These are accrued bonuses from the old rewards system that ended with Q1 '23.

I would appreciate it if a representative could review this for me.

1 hour ago, Stubbe-Unibet said:

I've issued compensation in BP. You're right that this disconnect was due to ongoing issue.

Thank you for the update.

Hi. I was able to login today to play cash games. It worked fine at first, but then the server became instable and I was unable to perform actions to the point that I had to close down all the tables. The issue is clearly from the server, since my internet connection is very stable and was up at the time. There were at least two hands where I was forced to fold strong hands due to the server not accepting my inputs. The hands were #1736215819 and #1736215512. I also have video of the session. Is there compensation for this type of disconnection? The overall loss was small, but for the sake of being confident to wager bets, it would be nice to know that these types of server disconnects can be reimbursed.

1 hour ago, cris1285 said:

@Insideman did you log out and log in again? These freespins dont show up automatically. 

Yes, I did. The first thing I did was log out and in again. Then I contacted support and they told me to clear my cache and cookies, which I think is a little bit vague since I'm not sure which cache and cookies to clear that would affect the poker client. I cleared cache and cookies for my default browser, the result was the same. Then I logged into the web browser that I just cleared cache and cookies from and there were no spins. I then had to recontact support, and they told me that I had cancelled the free spins.

Hi. I am just posting this in case someone else had the same experience. I completed the final mission and didn't receive any free spins. I have already raised this with support and they say that I cancelled the free spins. Whilst admittedly this is possible (perhaps a reflex from having to agree/disagree to tracking all day that lead to me declining), I do not recall cancelling my free spins. I have also received a lot of free spins from the monthly missions and do not recall a single incident where I cancelled them by accident, i.e. I am familiar with the procedure. If anybody else had this happen, please share so I can perhaps get my free spins. Support informs me it is "not possible" to issue free spins after they have been cancelled. I know it's not a lot of money, but I am not playing the missions to make money, more as a way of participating in the Unibet community. So it's a shame to not receive the "payout" this way.

5 minutes ago, Jami-Unibet said:

Hey @Insideman! I'll have a chat about this tomorrow with the relevant teams and clarify how it is. Obviously travelling can have your account flagged for security reasons (As everyone should want, if someone from a different country logs in to your account, you would want us to act on it). I can't promise anything yet but I'll have a chat tomorrow and send you a PM. 🙂

Thank you, I will keep an eye on my PMs. 🙂

Hi. I have a UK registered account, and I am thinking of travelling a bit now that travel restrictions are easing a bit. I am interested in access to poker specifically, not casino or sports betting.

The countries I am interested in travelling to are Cyprus, Austria, Malta and France. I don't intend to stay anywhere for more than 3 months at this time. I spoke to Live Chat, and they said it is not allowed to login from outside of the UK for UK customers. They also told me that Unibet isn't offered from Cyprus due to restrictions, but it seems to me that this is not true, and Unibet Poker is accessible from Cyprus.

Could you please clarify this for me? Also if it is really not possible to leave the UK for a month or two, can I not simply change the account address for my duration abroad and then change it back? Or open a new account with Unibet.com and only access Unibet.co.uk while in the UK? I am aware this would require a foreign address, bank account and phone number.

I am a long standing Unibet customer, and have been registered in 3 other countries besides the UK over the last 15 years. At one point my account was banned simply for moving to a different country. I was able to have the ban removed due to helpful members of the Unibet poker staff, but it is clear that travel can lead to accounts being flagged by your security department. My goal is to avoid complications by being transparent and seeking Unibet's guidance on this matter.

Thank you for your time.

Thank you for your responses.

Hi. A few days ago I read a post on this forum that outlined how to exchange poker tickets. The page seems to have been removed in the last day or so. This was the link:

https://www.unibetcommunity.com/t5/Ticket-exchange/How-to-exchange-your-poker-tickets/td-p/822?ct=1619166504

In any case, if this is still possible, I would like to exchange a Unibet Open Online ticket for three playthrough bonusses. 2xEUR500+1xEUR100, please.

Thank you for your assistance.

What are you going to do about streaks that are required for some of your cash game promotions? I am still unable to login since last night, and I know that a playing streak is required for Spring Bootcamp and Moving Up Challenge. I'll try later on in the day to see if I can login, but I'm unable to do so at this time.