RayL

Hi @FMK, welcome to the Community :)
The £10 euro Casino bonus that you've received is the second part of your Welcome Bonus, the £40 would have been 4 X £10 Free Bets, however they were there and expired. I've re added them to your account now as a goodwill gesture :). Good luck.
 
/Ray

Hi @ghal055, and welcome back :)
I'm afraid that there's no long term solution for this unless your activity with us continues from the country you registered from. It's not interdicted to play from a different country in any way, however based on the regulation of your government, players would need to play from within the country. Exceptions are holidays, trips etc, where play is still possible from abroad but a constant activity from different countries will generate document verifications after a while.
We've removed the blocks once again, however I apologize for not being able to come up with a long term solution, it is not possible given the circumstances.
 
/Ray

Hi @John123, welcome to the Community :)
The offer on your account is a 100% Profit Boost up to 50 euro rather than a Deposit Bonus, which would require you to place an eligible bet up to 50 euro which can be boosted with 100%, basically doubled. I've attached the terms and conditions in the Spoiler below, please give them a read and let me know if you have any additional questions.

Stort minstens €5, ontvang jouw profit boost om de winst van je eerste weddenschap te verdubbelen
 
1) Recht om de bonus te ontvangen:
- Deze aanbieding is geldig voor:
- Nieuwe klanten 
- Leeftijd 18 jaar of ouder
- Wonend in België
- Eerste storting van €5 minimum
- Betalingen met kredietkaart worden vanaf 28 mei 2019 niet meer aanvaard omwille van de nieuwe kansspelwetgeving.
 
 

2) Hoe werkt de profit boost-aanbieding:
- Bij registratie dien je aan te vinken dat je de aanbieding “Verdubbel de winst op je eerste weddenschap” als welkomstaanbod aanvaardt. Je eerste weddenschap wordt ‘geboost’ met extra winst;
- De inzet (notering van 1.00) wordt niet meegeteld in de berekening van de profit boost
Voorbeeld 1: Je zet € 20 in aan een notering van 2.00. Dankzij de boost van de winst (selecteren in je wedstrookje) verandert de notering naar 3.00. Je potentiële winst stijgt dus van €20 (€20 inzet x 2.00 levert €20 winst op) naar €40 (€20 inzet x 3.00 levert €60 winst op)
Voorbeeld 2: Je zet € 10 in aan een notering van €6.00. Dankzij de boost van de winst verandert de notering naar 11.00  en stijgt je potentiële winst naar €100 (€10 inzet x 11.00 levert €100 winst op)
De profit boost kan niet gebruikt worden in een Betbuilderweddenschap
- Het maximumbedrag dat gebruikt kan worden on je winst te verdubbelen is €50.
- De volgende betaalmethoden zijn toegelaten op Unibet: Bankoverschrijving, Ukash, Webmoney, Debit Card, Instant bank transfer, hipay, hipaymistercash, Paypal, Skrill en Paysafecard
 
 

3) Algemene voorwaarden:
Slechts één aanbieding per huishouden is toegestaan.
- De aanbieding “Verdubbel de winst op je eerste weddenschap” vervalt 30 dagen na opt-in. Indien u in deze tijd geen geldige weddenschap plaatst, zal het profit boost ticket dat je winst op je eerste weddenschap verdubbelt vervallen.
- Unibet behoudt zich het recht voor om de aanbieding op elk gewenst moment te beëindigen of te wijzigen.
- Algemene Unibet voorwaarden zijn van toepassing
 
If you feel this answer was helpful, please feel free to click the "Accept as Solution" button on this comment.
/Ray
 

Hi @Mellecoca, welcome to the Community :) I'll start with some basic Bonus wagering rules to clear the air over what happened.
So, when a Bonus is accepted and a deposit is made, your cash goes in "Restricted Balance wallet", the Bonus money we add goes in "Bonus M wallet". What happens when you start playing is that the "Restricted Balance" is the one that is first used.
In this concrete case, you deposited, the Bonus money was added and you placed a couple of bets in Live Casino on the 04/08/2019 from 22:14 22:34 and lost your Restricted Balance basically the cash that you deposited.
After with the Bonus Money that remained, you wagered and managed to build it up to the above mentioned amount however the Bonus expired, and the Bonus Money was lost (expiration period was 2 months).
There's not much that can be done as the terms and conditions that you've accepted when activated the Bonus state that the amount is lost in case that you don't complete the wagering within the 2 month period.
I understand this sucks though, the last thing we would like is for a player to believe that we maliciously removed funds from their accounts, bur the rules are set and there were 2 months o complete the wagering over this Bonus. You seem to be a Casino player, so adding a goodwill Bonus from our end would be impossible as the regulation in your country interdicts that, but I've added you a Free Bet as a sign of good faith.
 
/Ray

And just to confirm, I've sent an odds request now for you @JRE :), will let you know here when I hear back from the traders.
Update: Odds are now online @JRE :)

Hi @BroederTuck, I hear you loud and clear, this just got fixed now and the missing spins are on the account :) Sorry for the delay sir.
 
/Ray

Hi @Matsarella, welcome to the Community :)
I had a closer look and the only error I am able to find in your account is coming from the bank, it's saying that the card is not supported however they should be able to shed some light on the matter if you give them a ring. Let us know how it goes and if there's anything we could do from our end.
 
If you feel this answer was helpful, please feel free to click the "Accept as Solution" button on this comment.
 
/Ray

Hi @Brylcreemer, welcome to the Community :)
Your Unibet account is set in pounds however the Poker client is always in euro and the difference in balance is the difference between the values of the 2 currencies.
If you feel this answer was helpful, please feel free to click the "Accept as Solution" button on this comment.

/Ray

Hi @Aleksandros, welcome to the Community :)
In this case we would need you to switch off any active proxy and contact Live Chat in order to get the account unblock. When using proxies the security system picks up on it and creates a set of blocks. Let us know if there's anything we could do from our end.
 
/Ray

Sorry for the delay @fenris1966, welcome to the Community :). I've added you the Free Bet now.
 
/Ray

Just confirming that everything is ok and the documents are accepted @Napoleon :), thank you for your patience.
 
/Ray

@Jurgend, I've received word back from our traders and it does seem that the first goal was scored within the first 30 minutes this way your bet being settled correctly as lost I'm afraid:
17:42:1829:44[1 : 0]   Goal   Al Bahrain SC [confirmed]18:19:1648:52[1 : 1]   Goal   Al Ittihad Bahrain [confirmed]18:21:2250:58[2 : 1]   Goal   Al Bahrain SC [confirmed]18:52:2982:05[3 : 1]   Goal   Al Bahrain SC [confirmed]

@Pesek, sorry for the inconvenience but I do am happy to hear that you had a great experience with our colleagues in Customer Service :P.
I've seen this before but it does not seem to be a constant issue, can you please let us know if it happens again and we'll prioritize an investigation over it?
 
/Ray

Hi @Gordy, sorry for the late reply, all open bets that I am able to locate were placed today. I believe this was sorted in the meantime but please let us know and provide more info if this is not the case. Marking this as solved in the meantime.
 
/Ray

Hi @Mag99, I do apologize for the stats showing incorrect, it's pretty rare, but it does happen from time to time. Since the stats are seen as an added feature to the live betting section, we do not re-settle. I realize it might sound a bit harsh, but it goes both ways in the way that we do not void winnings bet either on the basis of the live score being incorrect.
 
Officially, the rule is described like this:
 
Section B.1.6:
 
Statistics or editorial text published at the Unibet site are to be considered as added information, but Unibet does not acknowledge or accept any liability whatsoever if the information is not correct. At all times it is the Account Holder’s responsibility to be aware about circumstances relating to an event.
 
 
Section B.5.1:
 
When settling results [the Operator] will do its utmost to attain itself to information obtained first hand (during or exactly after the event has been concluded), through TV transmissions, streaming (web-based and through other sources) as well as official sites. Should this information be omitted from first hand viewing and/or official sources and/or there is an obvious Error in the information included in the sources above, the settlement of the bet offer will be based on other public sources.
 
Apologies for the inconvenience caused by this none the less, we always advise to follow the matches on official sources in order to avoid these errors.
 
/Ray
 

Hi @tiaslind, welcome to the Community :)
That is indeed true, I see the match was already re settled in the system automatically, however I see that other matches have lost from the combination so this is bet is still a loosing one unfortunately :(.
 
/Ray

Hi @pradik, sorry for the inconvenience. Please feel free to create a new withdrawal and it will be approved this time.
 
/Ray

Hi @Rilla, welcome to the Community :)
I've double checked and the bet seems to have been resettled in the meantime, apologies for the initial settlement. Please let us know if there's anything else we can do for you.
 
/Ray

Hi @Pipstar, welcome to the Community :)
This is a fairly common error with newly registered players, what happens is that when a Bonus is activated, the Bonus Money that is credited on the account has a wagering requirement. If that wagering requirement is not met in time or there is another Bonus accepted while the money is not wagered, the initial Bonus is deleted and this is what happened in your case as well. There was a second bonus accepted which deleted the first one. Let us know if there's further clarification needed regarding the Bonus mechanics, and we'll gladly go in a bit more in detail.
 
/Ray
 

Hi @nannybtee, welcome to the Community :)
The offer on your account was "Bet £10 on Horse Racing Get £40 in Bonus Money" and it completed as planned. After your placed a £10 bet on racing the £40 in Bonus Money was added to your account. A Racing bet then followed which is still yet to be settled.
 
/Ray

Hi @Markooooooooo, welcome to the Community :)
The account that you currently hold had to be frozen due to new regulation in your country, so in this case you would need to open a new one on https://www.unibet.ee. Good luck and if there is any trouble with the new account, please let us know.

/Ray

Hi @Peggy  and @Keibler welcome to the Community guys :)
Apologies for the confusion regarding that Bonus, it was clarified today that the notification that you guys received was not supposed to roll out at all and for the inconvenience we have now added you a Free Bet as the offer would have been a Sports offer. Sorry for the confusion.

/Ray

Hi @Szandi505, welcome to the Community and sorry for the longish response time :)
Your documents were accepted in the meantime and the account is 100% operational, please let us know if there is anything else we could asist you with.
 
/Ray

Hi @Ba50, welcome to the Community :)|
Apologies for the late reply first of all, I had a closer look at your bet history and here's what happened, the bets placed are multiples and the promotion would have required you to place singles at odds of 2.0 or higher so knowing this, the offer expired and no eligible bet was placed in order to have the Free Bets released in the account. I've managed to pull off a little goodwill gesture though :) and added a little something to your account to show a bit of good faith towards a newly arrived player, it will be in your "Bonus Offers". I've also left the terms of the Bonus on question in the Spoiler below to clarify the above explanation. 
Good luck to you!
/Ray
Bet £10+ on Football Get 4 x £10 Football Free Bets
1) Eligibility to receive the bonus:
This offer is available to:
- New customers only
- Aged 18+
- Located in United Kingdom
- Minimum deposit is £10
2) How to claim your welcome offer:
- Opt-in to the bonus during registration and make a first-time deposit of at least £10.
- Place a single £10+ bet on football, minimum odds 1/1 (2.00) or greater.
- Bets placed on enhanced odds, profit boosts or special boosted odds of any kind will not trigger the bonus.
- Once your qualifying £10+ bet is settled you will receive your 4 x£10 free bets.
- Cashed out bets will not be valid for this promotion. If the cash out function is used on your qualifying bets, free bets will not be credited to your account.
3) Using your Free Bets:
- Once the £10+ qualifying bet is settled your 4 x £10 free bets will be available to use.
- You will receive the free bets regardless of whether your qualifying £10 bet wins or loses.
- The free bets must be used on selections with minimum odds 1/1 (2.00) for each leg.
- Any returns from the free bets will not include the stake.
- There will be no wagering requirements on any winnings from the free bet.
- The free bets will appear when adding selections to your bet slip.
- The free bets will be valid to use on pre-match and un-play markets.
- The free bets will expire 7 days after registration.
4) Using your Casino Bonus:
- Your £10 casino bonus will be credited to your account the next working day after you make your first deposit.Casino, Live Casino, Slots and Games: Bet your bonus x 35
- The bonus money must be wagered thirty-five (35) times on casino products before any bonus funds or winnings from the bonus become withdrawable.
- The bonus is intended for casino use therefore Sportsbook wagering is set to x999.- You will receive £10 casino bonus money meaning you will need to bet £350 to complete the bonus conditions.- If the wagering is not met within 7 days any bonus funds will expire.- Any bonus balance that is in your account will be used before your cash balance.- Table Games and Video Poker only count 10% towards the bonus so if you play for £10 it will contribute £1.- Bets placed on the following slot games will not contribute towards the wagering requirements;
• 1429 Unchartered Seas • Flowers • Multiplayer Mayhem • Blood Suckers • Castle Builder 1 • Castle Builder 2 • Dead or Alive • Devils Delight • Jack Hammer • Jack Hammer 2 • Jackpot 6,000 • Keno • Secrets of Christmas • Secret of the Stones • The Wish Master • Tower Quest. • Thunderstruck 1 • Thunderstruck 2 • Piggy Riches
5) General Conditions:
- Only one bonus per household is permitted.
- Unibet reserves the rights to amend or terminate the bonus at any time.
- Amendments to the bonus will not be made after you are opted in, unless there is sufficient evidence to show you are attempting to break the rules of the promotion.
- General Unibet terms and conditions apply.

Hi @Bence96 welcome to the Community :)
What you see in your account is the reward of an offer, it basically requires a player to place 4 X 1500 huf bets in order to receive 1 X 1500 huf Free Bet. 
You can usually find more info if you click on the offer. Let us know if there's any clarification needed and if you feel this answer was helpful, please feel free to click the "Accept as Solution" button on this comment.

/Ray