ChuckBassPoker

I shall add that it's really nice you have this community thing here. It really shouldn't come down to this to get bets graded properly and it appears you really should seek new traders and improve the process of getting regraded when the traders have messed up. But even though I have a dozen reasons to still be very disappointed about my mistreatment re: hockey bets, the fact that Unibet's the only company (to my knowledge) with a platform like this still makes me think that perhaps this isn't a company issue but simply a greedy/crooked/incompetent traders issue and I've just gotten incredibly unlucky to get the short end of the stick on a couple of occasions here. I hope I'm not proven wrong about this take :)

Yeah it's scummy af that they apparently aren't re-grading bets for everyone at the same time and you only get your win if you spend hours of your life trying to get some justice. My friend says he talked to support for two hours today (24+ hours after my bet had been regraded) and they were still adamant about not paying. I gave him my betslip # for reference so I'm assuming he'll get paid tomorrow after another frustrating day chatting with Unibet's customer service. But I'm sure there are many others who don't realize they won / haven't bothered to check their bets, and on their behalf I would really like to get clarification about why you haven't credited them the money that is rightfully theirs as well. I don't always check all my bets and I must have made thousands of them on Unibet over the years, so it's worrying to think what might have gone down before... The funny thing is that in 12 years of betting on Unibet I don't recall ever having any issues, but now that I've finally run into several this year, the level of mistreatment appears to be through the roof. I'd guess something like 1 bet out of 1000 will have controversial results, and that's when you really see if a sportsbook is trustworthy or not. Unfortunately based on these two cases players seem to have very little security. This is a stark contrast to you poker side, which has always been incredibly fair to me and I have nothing but high praise for them -- this is why I'm still holding out hope that perhaps the injustices I and others have had to face re: hockey bets aren't a company policy, but it's these crooked sports traders who keep screwing up and then screwing over customers as a result of being worried for their own job security. The story would check out in the sense that afaik the sports betting operation isn't even really carried out by Unibet but the traders are their separate entity. I've had this same thing happen before on Betsson fwiw. They have multiple skins, and I've sometimes had the same bet on two separate skins controlled by the same entity. I've forgotten what the problem was (in general they handle these things with class, as opposed to what we are witnessing here and in the NHL thread), but the one time they settled something erroneously, I talked to customer support and they agreed to regrade my bet. But I only gave them one betslip # and realized later they didn't auto-grade the same bet for everyone, just me because I happened to ask. (I got the other graded as well when I asked for it separately). I always thought that was super scummy, but they are pretty small-time compared to Unibet. I sincerely didn't expect to see this from Unibet who still have a very good reputation and who I thought are running a pretty tight ship in general aside from having incompetent traders. But now, first having been screwed over super hard last summer over a dozen different NHL bets, and now this, and apparently they are STILL not paying everyone else with the same bet... yeah this is very worrying. @ReCorpHyeah the NHL bets are a huge thread and it would probably take you a full working day to prepare an email to the higher-ups about it. I think the best thing you can do is honestly just link it to whoever is the highest ranking sports manager you can think of, tell them that a customer got screwed royally here and ask if there's anything we can do (such as, you know, maybe finally pay him his money?). The very short version is that I had something like a dozen NHL season bets on the covid-cancelled season, they graded virtually everything wrong, I fought with support about it for the longest time, in the end the traders admitted they made a mistake, then customer support admitted they made a mistake, yet somehow the end result was that you just kept the money anyway and refused to pay. There was supposed to be contact made after some sort of inner negotiations or whatever the heck it was but nobody was ever in touch and I've never seen a cent. I got so pissed off I stopped wagering hockey bets on Unibet because it was impossible for me to trust getting fair treatment as your traders are clearly not trustworthy and it blew my mind that you just kept the money even after admitting that my bets were graded wrong. Until I gave you another shot this Christmas... and somehow again found myself getting graded wrong and having to spend insane amounts of time trying to convince your customer service, your idiot traders and finally write long wall of text posts about 1+1 really being 2 before I've finally, mercifully, been granted my win for this one bet and obviously no mention of the previous harms done or apologies or compensation of any kind. So what I'm asking is, once again, to simply just get the money I'm owed. Again I'm grateful to you @ReCorpH for getting this one taken care of, but it's a long road to travel before I'd be square give my previous ~12 bets are still misgraded. Thanks and happy new year! I realize the wheels are unlikely to turn very fast during the NYE holidays, but I'm expecting to get the NHL bets finally taken care of early next week. If that's not happening please let me know so I can start preparing my Sportsbookreview complaint.

Oh so someone actually got refunded for the NHL season bets mess? Unibet, care to explain why I fought for it tirelessly for two months spending tens of hours talking to your customer support and I still got nothing? I also had a friend tell me today that he had the same Byram o1.5p bet from this thread but Unibet still didn't credit him for his win. I showed him this thread, but customer service has been adamant that they won't refund him. Seems extremely disturbing that not only do we have to spend insane amounts of time to maybe sometimes get refunded for your errors, you won't automatically refund everyone else who had the same bet when the error has been detected but instead you just keep the money from those who don't check their bets. I'd like to get a proper statement from management explaining how you can possibly operate like this, and finally get refunded for the NHL bets please and thank you. Since not only did the traders and customer service admit many times that they were wrong, apparently others (who possibly had lesser amounts bet than me?) got refunded yet I still haven't seen a penny. Thanks for your work so far @ReCorpH, I know this isn't your fault. But please tell the sportsbook manager or whoever you have a hotline with that if this isn't sorted out soon my next stop is this: https://www.sportsbookreview.com/sportsbook-complaint/ Based on these latest developments I will not settle for anything less than a full refund for the NHL bets plus compensation for the insane amount of time I've had to waste because of your wrongdoing. The NHL bets in question: https://www.unibetcommunity.com/t5/Betting-and-Sports/NHL-Season-bets/td-p/331778 Yes it's a long thread but every single error listed there is still yet to be fixed. It would be a shorter read if you hadn't screwed things up in the first place so I'm afraid someone will have to read it spend the time figuring everything out (trust me, it'll be 10x less than I've had to spend trying to get some justice here). It's been 6 months now and I've been completely shunned by your customer service who have ceased maintaining contact and essentially just kept the money after admitting they were wrong and that the bets were settled incorrectly, and now apparently they have still refunded others?!? I don't have words to describe how :Heart::Hearts::Heart:ed up this is.

Thanks @ReCorpH, I confirm I've received the money. I'm extremely pleased with being able to finally break this barrier between customer service and the traders, so again thank you for your efforts. I realize the NHL bets (linked in post #1 of this thread) are a broader issue, and to be frank it was such a ❤️♥️❤️show I've myself forgotten about some of the nuances by now. But since we've finally established that the traders have a tendency to be wrong and try to cover up their mistakes as happened in this case, if you do have a hotline to some higher-up, it really would be nice to try to get some justice in that department as well. While the NHL bets mess was a more complicated one (and like I said, it's understandable to screw that one up to some extent since the whole covid mess was unprecedented and I don't blame bookies for being caught off guard), the principle is the exact same: The traders prematurely paid out a ton of bets they really shouldn't have, everyone from Unibet customer service to the traders themselves admitted they shouldn't have done that and they made a mistake, but in the end they were like sry bro, we messed up, no can do, say goodbye to your money. And yeah, it's been 6 months and I've largely said goodbye to that money -- it was impossible to get a fair resolution, because apparently the traders weren't overseen by anyone, there was no consumer protection whatsoever and all I could get out of the customer service was "we can't connect you to a manager, the traders are a separate entity, they do what they want and their decision is final". I have tons of email/chat logs where they admitted that paying out the opposite side was a gigantic mistake but once it was made, it couldn't be reversed anymore as it would've been too costly to the company. I assume I don't have to point out how scummy that is. So I'm holding out hope that if you have a hotline to someone who could FINALLY take a look at the whole mess who actually holds some leverage over these scumbag traders who only care about their own job security and you know, who maybe could issue refunds for winning/should-have-been-voided bets that were settled as a loss by mistake, I would highly appreciate it. I'm fairly sure that any arbitrator would immediately side with me because quite frankly, when the other party (Unibet traders) themselves admit they were wrong but kept my money anyway, I'm not really sure how on earth you could come up with any other conclusion. Especially since, once again, every other bookie on this planet handled the bets fair and square and in the polar opposite manner from Unibet. Thanks.

Btw another case of the same issue is happening as I type this. In the Germany - Slovakia game that ended about 15 minutes ago several operators including you were offering the bet: John Peterka (Germany) over/under 1.5 points. I didn't dare to bet on Unibet for reasons I'm sure you can understand and boy am I relieved I chose another operator. Peterka had 0+2, getting an assist in the two last goals for Germany. As of now, 15 minutes after the game, you can see Peterka having two assists in the scoring column but his statline in the in-game stats page (which your idiot traders use to settle bets) still has him at 0+1. Neither of the assists was in any way questionable, the problem is in the delay they publish the official game report with. You may want to ask how they settled that bet, because if they made the same error again, people are going to be mad tomorrow morning. Personally I'm just relieved to have made this bet elsewhere so I don't have to sweat getting screwed again for the umpteenth time this year by your traders. So when you look to the left of the IIHF match page: https://www.iihf.com/en/events/2021/wm20/gamecenter/statistics/22726/11-svk-vs-ger It shows Peterka having two assists when you go over the plays goal by goal: Period 2, 3-3 goal: ELIAS Florian39:14#3 GNYP Simon #24 PETERKA John Overtime, 3-4 Goal: 25ZIMMERMANN Mario64:01#24 PETERKA John #8 STUTZLE Tim But when you click on "Player stats", it shows Peterka as 0+1 because it hasn't been updated yet, because this page isn't updated by some magical ten-man analytics team like with the NHL. It gets updated when the official report is released. THIS is the issue, and it's not even WJCs issue because it's not like you should expect them to have NHL level officiating, the stats page lags a couple of hours behind and this is even the case in-game when they actually have a person working who's supposed to be updating it. When some dude scores a goal midway through period 1 it gets updated around period 3 etc. They'll release the official report in a couple of hours and Peterka will be 0+2 there just like Byram was in the case of this thread. But you settled the bets without 1) taking a look at the latest up-to-date information in literally any source, which showed Byram 0+2 immediately the game, or 2) waiting until the official report was released. Instead you used a random IIHF webpage that has a long delay in updating and is not in way official and just chose to pay out unders before they had typed in the results. I'm at a loss for words with how crazy it is I've had to waste two days of my life battling your support over this, but then again I wasted an entire summer with similar problems with your traders and the end result was that I was refunded nothing. So I guess I'm still sweating this one hard as well even though in any sort of arbitration there's not a soul on this planet (Unibet traders excluded) that wouldn't agree it's 100% your fault and a full refund is in order as well as compensation for all the time I've had to waste here (again).

FWIW here's the same bet on Nordicbet, settled as a win. It really is just your traders making up their own reality once again. I'm sure they're getting a handy +98% ROI when they pull results out of their ass like this, but you really need to stop them getting away with it. If you finally have a hotline to some manager, please have them to look over the NHL season bets as well since you also owe me hundreds of euros from those (although they are admittedly slightly less clear-cut than this, as covid was unprecedented and it's reasonable to make some errors back then). But this is straight up theft.

Tyty =)

Thanks for your message. Fwiw Betsson group settled this as over 1.5p as well. You're the only site who made this mistake. Based on my experience it'll be absolutely fruitless to contact the traders because they want to save their own asses and never own up to their own mistakes. I had this same experience over and over and over with the NHL season bets and it was just impossible to get any sort of justice. It's a pretty ❤️♥️❤️ed up system when the party in charge of potentially refunding you is the same party who made a mistake to begin with. They have 0 motivation to do that since if they refunded you, they'd have then paid out both the under and the over, meaning that the company loses money, and said trader would likely get into trouble. There really needs to be some other way to get stuff like this fixed, like an independent third party or a higher-up overseeing things. The thing is that using unofficial results to settle bets probably *should* be a fireable offense but as long as the traders don't refund us here, no higher-ups will notice it because the company just made a ton of money by wrongly settling all the over bets as a loss in a very over-heavy bet. I can assure you justice will never be reached here unless this gets escalated to someone not from your trading team, and apparently there's no way to get your voice heard as a customer because the live chat and email channels refuse to do anything. Is there a manager or something you could contact? Because I can't get anywhere via normal support channels, and as long as the overlord traders are in charge, this will never get fixed.

Good day, You might remember me from this thread. It's a long thread, but the short version is that I had a ton of season bets on the covid-cancelled NHL regular season and Unibet royally screwed me over. They settled bets in absurd fashion ensuring they pocket max money from customers, I had the same bets on other bookies and they got settled them in the opposite (correct) fashion and/or voided them in categories where it was clearly the right choice. Despite never receiving communication from Unibet after the final settlement even though they promised to do so, I decided to give Unibet another chance over Christmas. It had been 6 months and I was feeling festive over the holidays. Of course I got :Heart::Hearts::Heart:ed once again immediately on literally the first bet I made on the ice hockey world junior championships. I had Bowen Byram over 1.5 points in the Germany-Canada game (betslip 3138188410). He scored 0+2 as you can see in the official match report here: https://www.iihf.com/en/events/2021/wm20/gamecenter/statistics/22720/5-ger-vs-can Unibet settled this as a loss. Reason being that they didn't wait for the official report from IIHF (quoted above) but instead decided to settle bets based on what the IIHF website's live page said immediately after the game. There was a glitch on the site where many of the stats were missing at the time and most players' stats were only showing stats from 40 minutes of play. I'm well aware of Unibet's rules and I understand that sometimes annoying stuff happens: For example the NHL releases the official post-game player stats report like 5 minutes after the game, and sometimes they change a goalscorer hours afterwards when they notice that a shot took a tiny little bounce etc. At that point it's too late since the bets are already paid out. But in the WJC games the official report gets released roughly 2 hours after the game, reason being that because of covid they don't have NHL level people taking care of stats in real time. At the side of the rink there's literally some random dude who probably can't tell a hockey puck from a football clicking buttons, and the IIHF website real-time player stats are always a mess, and based on these first few games the correct stats always only appear in the official game report that appears on the IIHF website ~2 hours after each game. Unibet settled this before the report was even released. The page they used was not an official document, it didn't show full 60-minute stats for several players and it had tons of stuff marked wrong. One of those being Byram missing an assist even though every source besides this tournament website one-man-operation already had him at 0+2. Neither of the assists was in any way questionable either. So this doesn't meet Unibet's criteria of using the first available official document or whatever to settle the bets and any changes made afterwards not counting. The first official report = the IIHF match report had and still has Byram 0+2. There's nothing confusing here. This was on boxing day and I'd guess you had some christmas intern trader clicking buttons not realizing that the WJC is not the NHL and you actually have to wait longer than 5 minutes to get the actual results. Yet here we are again and all I'm getting out of live chat is that "we have contacted the traders and they have confirmed they were wrong but can't change anything because Unibet rules", and then I get quoted the Unibet rules which literally say "first official report", and when I point out this was settled based on an unofficial report (and to be precise, it wasn't even a report, just the in-game website showing several glitches and faulty stats which they very obviously should not have used), the chat person says he can't do anything and the traders can do whatever they want. I asked for a screenshot of what they used as the basis of settling the bets, and it's a screenshot of the WJC page in-game stats and not the official report trololol. Yet still all I'm getting is "sorry lols we're keeping your money anyway". It's the same old song: Your traders apparently own the whole company and they can do whatever they want. When they screw up (which based on my experience they do a lot), the players have no security whatsoever because all Unibet says is "yeah there was a mistake here, but unfortunately the traders are our gods and whatever they decide is final, we will not reimburse you with anything". This is so crooked. I'd guess 98% of the bettors had the over here so it wouldn't even cost you almost anything to fix this mistake. You probably paid out two people for a grand total of 23 euros or something for "hitting" the under. This is, once again, scummy af. I'd be willing to bet any amount of money that the absolute vast majority of bets was on the over and the money involved here was not huge at all, meaning that you could easily refund customers for your own mistake and it would cost you basically nothing, but instead you're just pocketing the money. I currently have 534 season bets standing on Betfair and 0 on Unibet, and this is why. Based on how you scammed me in the NHL season bets already ensured I would never dare to make NHL season bets on your site again, which is why my money is on Betfair, Coolbet etc. Turns out it's total black market bull:Heart::Hearts::Heart: on point totals as well and based on this I can't bring myself to wager on the results of literally anything on your sites again since your traders are allowed to make their own reality about what the results are. As an awesome side note about how you continue to do business: You're also doing a masterclass of sweeping your mistakes under the rug once again. I've been battling with support about this back and forth for two days and when I communicated with them shortly after the bet being settled wrong, they said they'd likely fix it and pay out the funds soon, and if they wouldn't for some reason, they'd contact me. Neither happened. When I finally contacted them 48 hours later they were like "actually we decided to not pay you but we didn't bother to contact you either". tl;dr: 1) Bet settled wrong 2) Support confirms bet was settled wrong 3) Traders confirm they made a mistake 4) Unibet confirms they'll likely pay out soon, and if not they'll contact me 5) They decide to keep the money and don't follow up either 6) When asked, they confirm they didn't wait for the official report to settle the bets, send a screenshot of said faulty report (lol), and say yeah whatever we're keeping the money anyway ul bro. In before: "We'll send this to the traders". Don't bother, I know the response will already be that the overlords word is final and there is no consumer protection on your site whatsoever. Feel free to surprise me positively and for once in your lives do right by a customer of 12 years and just issue a refund for a mistake that's very obviously yours.

Hi, I was looking to play some online poker for the first time in a while but your latest client update doesn't let me. This is what happens when I try to start the client. I've tried: Reinstalling, rereinstalling, etc Disabling my firewall Deleting the entire program from my computer and downloading everything from scratch Running as administrator All the "normal" tricks you can think of I've had all the versions of the Unibet client since whenever it was launched, 4 years ago? And I've never had this problem before. I'm using the same computer as always and there's no reason why it wouldn't work. It worked fine until this latest update. Help? The download gets about 66-70% through if it's relevant. For clarification, I can download the program and update it just fine. It's only when it's already installed and I try to actually open it when this happens. I have Windows10 64-bit, and as I said, I've used Unibet for ~3 years on this computer with no problems.

I'm currently watching an NHL preseason game while Unibet is still trying to figure out who won what in the previous NHL event that ended in March. Yep, this is real life. Seems a tad curious to be offering bets for this upcoming playoff season when you still haven't paid the players their money for regular season results that have been confirmed since May... nor have you corrected any of the errors you made settling some of those bets months ago. If you look at my betting history, I did indeed place a couple of bets for the playoffs on Unibet to show that I still have a glimmer of hope these bets will one day still be handled fairly... but make no mistake, even if I'm a breakeven player sans rake this has already cost you a lot more than it would've to just admit you handled the bets wrong in the first place and compensate accordingly. I made like 6 bets worth 300 euros total on Unibet for the playoffs... and placed over 200 bets total on your competitors instead. So much of this money would've been placed on Unibet instead if this was handled fairly. Your choice I guess, the effect is cumulative in the future, it just really doesn't make any sense at all to not finally settle this mess once and for all. I find it very hard to believe you wouldn't be losing more customers, and thus more money in the long run, by this insane stalling and randomly clicking buttons to settle a bet here and there completely wrong as opposed to just doing what you were supposed to do months ago and compensating the players (preferably quite royally) for everything.

Any updates?

@Livertool, I think the main issue actually is that they already did go in a direction regarding some of the categories, but the direction wasn't too well chosen and they settled bets way prematurely without thinking it through. So having already paid out a ton of players money for bets they didn't necessarily deserve to win, they now only have bad options: 1) Void the bets for the rest of the players, meaning that they lose a ton of money 2) Refuse to void bets that should be voids and keep going with it, losing customers 3) Somehow try to get the money back from players who were handed wins prematurely, which will for sure piss everyone off I don't even know which one is worst for them, but either way it sucks. I'm fairly sure that everyone wishes this was handled in a logical and professional manner since day 1, because then this wouldn't have happened in the first place. I mean yeah, it doesn't help anyone to delay the decision-making, but I do acknowledge it's genuinely a huge decision to make and it seems like they've only now reached the point where they are equipped to start making it. Again, I have no idea how it's possible that we weren't at this point 6 weeks ago, but it is what it is and I think from this point onwards it's reasonable to give them time to sort things out given the context. To me it feels and seems absolutely clear that every bet where one side gained from having played more games than the other should be a void. If we go over category by category, it should be really simple: Team vs team H2H: Team x played 3 more games than team y. Did team x beat team y by more than 6 points (the max the other team could get in those 3 games)? If yes, then I think it's reasonable to settle the bet. If they won by less than 6 points, there's just no way you can settle it. Sorry everyone but this is a void. While you could theoretically also go by PPG, that too is far from perfect (one team probably played more home games than the other, one probably had more games left against the worst teams in the league so their point expectancy was higher... etc). I wouldn't hate going by PPG, it would make SOME sense as a "we know this sucks but it's the best we can do under these circumstances" kind of option, but it would still leave a sour taste in my mouth knowing that settling makes the company money and voiding doesn't, for which reason settling should only happen if everything is crystal clear (which it wouldn't be in this case). Player vs player H2H: Player x's team played 3 more games than player y's team. You have to void this either way, because unlike in team points, there's no limit in player scoring. Even if one player was leading another by 10 points, if the other played one game less you just can't know what would have happened. It's the most obvious case of an artificial edge that's clearly against the metrics of the bet and should just result in a snap void of every bet in these categories (as other bookies did). But somehow, THESE were one of the few categories that they actually did decide to settle, instead of many way more logical ones where you actually kinda have results (division winners). Again, I think the best way to do it would be to just void everything anyway except for bets where one side was mathematically eliminated from catching up (like reaching the o/u points). This way you don't have to worry about pissing anyone off, because everyone understands that a season lasts 82 games and the terms of the bet have changed so dramatically mid-season that it's just not the same --> bets are off. There's just no way this isn't the best way to do it. Also it would be tough for customers complain given that they would have taken the noble route as in choosing the option that nets them the least money. What Unibet started doing, though, was none of these somewhat reasonable options, but rather they first waited for weeks, then received a ton of backlash about stalling, and then (I'm just speculating here) under a ton of pressure started settling bets hastily without much consideration. It's bizarre to me how they decided what categories have results and what don't and how they managed to come to a conclusion that basically similar categories would be settled in completely opposite ways without following any sort of logic, but that's what happened, and the moment people received their "winnings" on their accounts for bets they shouldn't have we reached a point of no return. Now whatever they do is just making it worse, yet they still have to do something (see 1-3 above). So yeah I think it's fine to have them consider their options carefully here. To answer your question, I'm certainly staying away from making any bets on Unibet for now and I placed my playoff bets on other bookies. What the future holds depends on the outcome of all this. The amounts I have stuck as a result of this mess don't really affect my livelihood, but if i rewind 10 years they easily would've been really important for me to receive in time, and just out of principle and for all the man hours I've had to dedicate to this if the end result of this is them keeping all the money, yeah I'm voting with my feet. But then again it's not like they should be too worried about my measly stakes because it's a drop in a bucket for them, so realistically I'm not expecting this to have any effect on their actual decision-making. Still gotta be a man of principle though, it's not like the world will be running out of bookies anytime soon.

I had a good chat with Jeppe over the phone just now. I don't want to quote him on anything on the off chance some of it was confidential, but I'll just say that I'm fairly convinced they are doing their best to sort this out. I have no idea what the outcome will be, and the rulings we have so far don't really make sense at all, but I also understand that Unibet are in quite a pickle here. My feeling (and I'll further clarify I'm not quoting Jeppe here, this is just the impression I'm left under) is that mistakes were made at the beginning, and we are still suffering from a snowball effect of sorts. My stance remains that many categories were settled in a completely insane fashion (settling player vs player bets when one player got to play 3 more games than the other etc), and now whatever they choose to do from this point onwards sucks because either they stand to lose a lot of money or they'll be pissing off a lot of customers. Furthermore, it still doesn't make any sense to me how they settled some categories and settling others is 6+ weeks late when they have the equal amount of results in every category related to the NHL regular season bets. But at least it seems to me that it's being acknowledged within the company what a mess this is and they're trying to find a way to sort it out for everyone. I also completely understand that whatever they choose is going to suck for them (either lose money or customers) so it won't be an easy decision to make. While I'm not fine with having had to wait this long and all the time I've wasted on this, I find it reasonable that it'll take some more time to sort things out from this point onwards. I'm sure they'll be the first to admit that this process shouldn't have taken this long (and who knows how long it'll still take), and it's quite strange to me that this happened in the first place. But here we are, and at least I think they're doing their best to move towards a solution now.

I guess I'll add one more thing to my previous post. I'm aware this will come off as a little bit douchy, so please don't take this personally. So you said that you'll ask the NHL about the divisional results now, in mid-July, when the season was cancelled in May and it's been 4 months since a game of NHL was last played. What exactly have you guys been doing for the previous 6 weeks? I started this thread 6 weeks ago and it only now occurs to you that hey, maybe we should do something about this? Do you have any idea how much time, effort and mental stress it has taken me to get us to this point, in a case that is 100% your fault? I bet regularly on what I think are roughly the 8 biggest sportsbooks (excluding segregated markets and some UK sportsbooks). None of them had any issue settling these bets in May. Bet365 took TWO DAYS to settle them, and they sent me an email apologizing they took so long and offered me additional compensation (they voided my missed goalscorer bets and paid out the winning one, which I thought was pretty sick). Coolbet paid out immediately. Betsson paid out immediately. Pinnacle, Betfair, William Hill, yadda yadda, it's been so long since they paid out it feels like a lifetime ago. I bet the Brits at WH don't even know the rules of ice hockey but even they were capable of doing the only thing a sportsbook should be doing within a reasonable timeframe, yet here we are still with Unibet. When I read the NBA thread, it seems you're addressing free bets to every single guy who complains about their promotional FREE BET having some minor issue with the NBA standings. More free money to people who were freerolling to begin with and who bet on a league that announced its cancellation way after the NHL. Yet here I am, having deposited what I assume must be tens of thousands of euros over being a customer of 12 years, still being owed money, having wasted hours and hours of my time trying to sort this out, and all I'm getting after 6 weeks of waiting is "Ok bro, we'll ask the NHL now if they have any results, we'll get back to you at some point" trololol. (All the while still keeping the money about other categories that have no results, see previous post) I don't know what this great meeting you had last week was, but it sure didn't sort out anything at all. If anything, I'm even more convinced to never bet on your site again because after 6 weeks I'm still being owed a ton of money and I've received nothing but excuses. I've tried to help out in every way I can, I've explained over and over what other bookies have done and what clearly should be done in a situation where some teams/players played more games than others, I've quoted your own betting rules. I've said since day one that you are more than welcome to simply void every single NHL season bet that I have including the winning ones, there we go, problem solved. If you don't want to do that, just do the right thing, works for me. Butnahhhhhhhh the stance you've chosen has been to keep the money and do nothing, even sending an email to the NHL has taken you 6 weeks. I'd be really curious to know how you plan on making this right by your actual real money customers and why we are being shuffled to the bottom of the pile while the freebettors are being treated like royalty. Again sorry for the rant, nothing against you personally @JeppeL By the way re: player bets you've settled without results. I just realized the NHL haven't even announced the top goalscorer / pointscorer winners yet which would be the only player bet category that makes some sense to not void. It's not even guaranteed the NHL awards will happen and they may never crown a winner in either category. So what do you plan on doing if the NHL can't finish the season and annouce that this whole season is void and nothing counts for anything? Yeah, that's unlikely, but it's a real possibility as well given there has been no announciation about the results. Yet somehow you found a way to settle all of these as a loss, but the one damn thing that is actually obvious (which is team is at the top of each division) requires a 6-week brainstorming process for you to even react followed by contacting the NHL for more clarification.

@JeppeL Thanks for your post. I still can't get quote to work, so I'll be quoting you piece by piece here. Everything in quotations is from your post, everything in bolded is my comment. "We have settled the following markets based on the outcomes deriving from current standings: • Best finishing position in the Regular Season between Team X and Team Y – This will be settled where both the average points per team and total points per team do not conflict on NHL.com. For instances where there is a conflict bets will be void." This is very smart "• Awards as confirmed by NHL.com" Obviously "We have settled the following markets as VOID, unless the total has been reached already: • Over/Under Total Points/Goals of Player X • Over/Under Team Total Points in the Regular Season" Agreed But then, randomly, instead of including "Top Goal/Point Scorer in the league and for each team" (I assume this also includes "top goal/pointscorer from nation x") in the VOID category you're somehow settling them, even though players in these bets played different amounts of games and the whole idea of the bets was to bet on production on an 82-game season. It really isn't different from the above two categories which you voided. In what world is it fair that, say, in "Top swedish goalscorer" one guy's team has played 68 games and another player got to play 71 games? How can this possibly not be a void when clearly players who played more games have an advantage over others and thus there's a clear artificial edge created due to the cancelled season? While you're at it, why not settle ever over/under bet that didn't hit yet as under? The effect is the exact same... the "results" here are not what people were betting on and the playing field is not even. Should be incredibly obvious to void bets where this occurred, and only settle bets where you have official results from the NHL and/or bets where the cancellation didn't have effect on the outcome (the way you handled team vs. team H2H is a good example of doing this in a very smart way). Making things worse, you quoted this explaining why the divisional bets still haven't been paid out: "The following term applies: Settlement of bets will not include any changes deriving from and/or attributable to, but not limited to: disqualifications, penalisations, protests, sub judice results and/or successive changes to the official result after the event has been completed and a result has been announced, even preliminarily. For bets referring to competitions which span over more than 1 round/stage (E.g,:.Season Bets), only amendments effecting bets which settlement has not been decided yet will be taken into consideration. Such measures must be announced by the governing association before the last scheduled round/stage will be considered. Any changes effected after this date, or else referring to bets which have already been settled based on events happening during the event/competition will not be considered. We will be settling this when an official statement has been released by the NHL as to the winners of each Division. We are in contact with the NHL to confirm if there is an official announcement for divisional winners. If not, bets will be void." So you aren't settling divisional bets because you claim to not have official results. Mind pointing me to the official announciation by the NHL about the player bets? They have not crowned anyone in any of these categories. The only exception is league top point/goalscorer in the sense that they will still get the awards for bets goalscorer and pointscorer at the NHL awards. Regarding anything else related to player production the results are not final (nor will they ever be) and there has been no official announcement. Why? BECAUSE THE PLAYERS PLAYED DIFFERENT AMOUNTS OF GAMES and I'm pretty sure you can't just give some players advantage of 3 games over others and pretend that it's a level playing field. Like yeah, I have some bad bets in the league top point/goalscorer categories where we can pretty safely say they weren't hitting anyway because even if my players got to play the extra 3 games it would have required absurd production for them to catch up. So if everything else was handled fairly, I'd be fine with you voiding them, even though it sucks ass that I had the winning choice in the same categories on other sites yet had them voided because they have read the situation correctly and just voided the player bets for obvious reasons. It's clear as a day that the announcement about who won divisions has been a million times more obvious than the one about player bets. I don't see any sort of progress being made here, it's a lot of jargon but the situation remains the exact same and seems to be driven by either greed, incompetence or both. When you settle bets, you make money. When you void them, you lose money. So you've decided to settle every single bet as a loss regardless of the fact that results for said bets don't exist. Also, again as you wrote: "For bets referring to competitions which span over more than 1 round/stage (E.g,:.Season Bets), only amendments effecting bets which settlement has not been decided yet will be taken into consideration. Such measures must be announced by the governing association before the last scheduled round/stage will be considered. Any changes effected after this date, or else referring to bets which have already been settled based on events happening during the event/competition will not be considered." Isn't this exactly what happened? The NHL announced the season cancellation way ahead of the date of the last scheduled round. Thus the changes must be considered = the results are not valid = time to void everything like all the other bookies did? What am I missing here?

@JeppeL hey sorry I missed your phone call (I assume that was you), I got stuck at work. I'm here now and more or less for the remainder of the evening

@JeppeLalright, thanks! I'll be available from roughly 11:30am CET onwards all day and all evening. There might be some short pauses here and there when I won't be near my phone, but if I don't pick up please just try again a little bit later! I also don't really expect the kind of treatment where you guys actually call players, so if you're too busy to call but think you have a fair solution to finally sort this mess out, I'm more than fine with just reading a post about it :)

I never received a phone call *shrug* It's now been roughly 6-weeks since the NHL announced the regular season is finished. Quite a long time of having all this money confiscated without explanation. Still no email, no statement, wrongly settled bets haven't been corrected, winning bets haven't been paid out. I know I sound like a broken record, but this is not how a publically listed company is supposed to operate. I had to place my bets for the upcoming playoffs elsewhere, since getting, you know, paid by the bookie in case I win is actually kind of crucial.

@Limegood post, and I think what you posted here is a solid theory (sorry my quoting skills suck): "My educated guess is that the traders and odds compilers are far more distinct from Unibet than we'd imagine and likely sit within their own entity. 888 and Unibet share the same odds compilers so I wouldn't be surpised if they are totally 3rd party. That is likely where the information disconnect is happening because this level of service is not consistant with my general Unibet experience which is positive, but I guess this pandemic has exposed this weakness in the books operation." It's just been such an absurdly long time that's it's beyond unacceptable at this point. Like I don't care if hackers stole all their money and that's why they can't afford to pay us, but there should have been some meaningful communication a LONG time ago. I'm not sure when exactly the NBA results become official, but I'm guessing 2-3 weeks ago. With NHL it's been 5 weeks and the money is still stuck and there's been no statement, no emails to players, nothing. Dodgy as heck, no way around it. The pandemic really isn't an excuse either because it's been blatantly obvious since mid-march what will most likely happen with the regular seasons. There should have been a plan in place by early April.

It's been even worse regarding NHL bets. The NHL regular season was over way before NBA, and Unibet still haven't paid out (or voided) bets. It's been 37 days. Regarding my bets, they settled nearly everything as a loss in categories where there are no results (bets based on player stats over an 82-game season), and the bets such as division winners where there actually are results they still haven't paid out winnings. I have no idea wtf is going on but this is one huge mess and it seems to me that NBA bettors have it pretty good comparatively speaking. Blows my mind how Unibet has managed to make such a ridiculous mess over a simple thing when every other bookie took less than 24 hours to settle everything fair and square. See thread: https://www.unibetcommunity.com/t5/Betting-and-Sports/NHL-Season-bets/td-p/331778

Hey @JeppeL sure, but can we schedule a time (doesn't need to be exact, but like a 2-hour window or so) in advance please? I'm going to be a bit tough to reach this weekend, but I'll be available from ~10.30am GMT+2 (CET) onwards on weekdays, late night works too. Just let me know when you think you'll roughly call, any day / time works after 10.30am (from Monday onwards) but I'm quite busy normally so it'd help to know when to make myself available :) Feel free to email me at the address linked to my account to schedule a more specific time or just post here, I'll make sure to check this thread. Thanks! Edit: Private message at this forum works too I think

Yeah, I'd really like to save myself and everyone else the trouble of going through MGA but the lack of reasonable communication here probably leaves me with no choice. Received another response from Unibet, the latest twist is this: They sent me a link to NHL.com's stats and said that based on these stats they have results for the 82-game player head-on-head bets (which cannot be found in the link), but that they can't use the same results to pay out division winner bets (which is literally the only confirmed result regarding my bets that actually can be found in the link). I'm basically just being trolled by Unibet customer service at this point, which would be kind of funny if the company didn't owe me so much money. This was approximately the 23rd time messaging back and forth, a month later we are still in square one. I've begged and begged to get connected to someone who actually works in sportsbetting instead of customer service agents because I assume these could be taken care of in 2 minutes but apparently this isn't allowed. Instead they prefer to keep customers money for 35 days and counting and settle bets without results. If there's anyone from Unibet reading this, would you mind telling me if you ever intend to pay out these bets or should I just contact the MGA?

Updates? It's been well over a month since all of these bets were supposed to be settled, and we're closing in on a month since you started settling void bets as losses and you still haven't returned the money. This is completely absurd

Hi Jeppe: Unsettled: 2397862524 - win 2493520339 - loss 2132545569 - loss 2076998272 - loss Incorrectly settled (there are and never will be results for these, see your own betting rules or ask any other betting site for reference): 2136260322 2140136752 2132138612 2132136663 2140135667 The Barzal-Pettersson is a push, the other falls in the latter category of this post, it technically should be a void too but that was like 0% to hit so whatever 2134980987 The last one especially is a mega fail on your part and is an absolute slam dunk void. I'll use the Gusev one as an example. The bet is about who scores the most points for NJD during an 82-game season. 82 games were not played --> there are no results. We did not bet on a 66-game season, and the NHL has not declared any results for these bets, and there never will be any. Your own betting rules (I read the entire like 30-page document) says that this is a push. It's also against the spirit of the bet -- Gusev was playing his first season in the NHL after absolutely crushing the KHL. It was known that he would take some time to take off and thus his 2nd half of the season would be much better. He was playing abysmally at the beginning, his first 15-20 games he got nothing going, but predictably he took off around christmas and was on pace to win this bet by a landslide. He was like 60%+ to win, but yeah unlucky me it becomes a push because the season was not finished. If this bet had been open on the day before the regular season prematurely ended, Gusev's odds would have been like 1.70. You settled it as a loss tho which is against your own rules and complete joke. You have basically just confiscated money from a dozen bets placed on an event without results and turned them into losses, and in several cases if anything the bets were closer to wins than losses. Bets where it's a bit less clear, because they do actually "crown" and recognize the best pointscorer and goalscorer of the league even on a season of less than 82 games. Again this is against your own rules and what every other site did though, but if this was the only issue here and the rest were settled fairly, I would begrudgingly have been ok with having these settled as losses: 2133337681 - the 3/4 settled bets should all be pushes, not loss (the 4th is correctly unsettled) 2130935853 I wrote in length about the bets in categories about the best Swedish goalscorer/pointscorer etc earlier in this thread so feel free to dig up the explanation there. Basically virtually all of these bets should be voids, I would also have no problem if you voided the winning division bet as long as you voided everything, as that would be the standard thing to do anyway. But instead you have turned every push into a loss which is completely wrong. I would also like to remind you once again about what your own customer service told me this week - about 15 days after you settled these bets incorrectly as losses: "We don't have the results for these events". I think that says about all about how this has been handled and how the losses need to be turned into voids. I'm fairly sure that settling bets without results is not a thing that can happen, and if it happens in a manner where every bet is settled against the customer, the correct wording is "scam". I have no problem believing that this was a summer intern completely messing things up and I'm by no means suggesting that this was you (as a company) intentionally confiscating these funds. I have no issue at all against Unibet as a company. But what I also know is that trying to explain this case over and over has cost me so many hours of my time that I'm expecting some sort of compensation here. This for example took me another hour to write and I normally don't work for free. I could have spent this hour doing a lot of things that would have paid me 30-40 euros, and any of those options would have been much less tilting and tedious. Especially since this was not exactly the first hour I've been forced to spend trying to get my money back here over and over and over.