RayL

Hi @noella52 and @morsipilami, welcome to the Community :)
The onsite message was an error because it linked to the following promotion: https://nl.unibet.be/promotions/sportsbook-promotions/jupiler-pro-league-calendar/pro-league-playday9 , it basically wasn't meant to send you guys a notification, apologies for the confusion.
I've added you guys a Free Bet as an apology, good luck!
 
/Ray

Hi @Borca, welcome to the Community :) Apologies for the delay, I've double checked the conditions and credited you the Free Bet as they have been met. Good luck!
 
/Ray

Hi @SonorousPedals, welcome to the Community :)
In total since you opened the account, you placed 6 bets in the following way: There was an initial bet of £5 which was the Risk Free bet, when that one lost you received £5 Bonus Money, What followed were 2 bets that were cashed out, one of £5 and one of £10, which don't count towards the wagering. Then you placed 2 X £5 bets which are perfectly eligible and now you have another £5 bet which is pending. If the pone pending is not cashed out you've completed the wagering :).
 
/Ray

Hi @Aichaas, thanks for the tag and welcome to the Community :) 
Indeed, I’ve checked upon the spins during the day and can confirm that they are not paid out yet for any of the eligible players. Your position is around 320 if I remember correctly and I’ve already sent a report to our Casino Marketing team to have a look and adjust the spins for all the players that participated in the promotion. Apologies for the delay to say the least, I am positive the spins will be credited latest tomorrow at the end of business hours but I will keep my eyes on the case and tag you here as soon as they are on your account
/Ray

@mr12345, by "picked up at the branch" I meant that in the case of a Bank Statement for example, you would need to physically go to the branch and have one printed, stamped and signed. I'm afraid that opening a new account won't be possible since you already have a Estonian one and a new one would go against our policy. With the credentials we can help you out as well, no worries about that, our colleagues on Live Chat will be able to find and open it based on your name and birth date.
 
/Ray

Hi @Riku, welcome to the Community :)
I had a closer look at the account and was able to find 2 payment errors in your account yesterday around 21:00 CET. The "error" mentions that the transaction was canceled on your side and doesn't offer more information than that. I would advise you to contact the bank as a first stem as most probably they are able to reverse the funds to your account but if they are unable to do so, we can try chasing this down with our payment providers.
To contact the providers we would need a bank statement showing the transaction leaving your bank account and it's reference number. Let us know how it goes with the bank and we'll take it from there.
 
If you feel this answer was helpful, please feel free to click the "Accept as Solution" button on this comment.
 
/Ray

Hi @HK72, welcome to the Community :)
The Welcome Bonus that you opted in for when registering is a Casino Bonus, this meaning that wagering it in Sports will be a tad difficult to say the least. Since we are unable to completely exclude Sports betting from the wagering requirements, the turnover setup is set in the following way;
-"The bonus is intended for casino use therefore Sportsbook wagering is set to x999. In Casino you would need to wager the deposited amount X35". I've attached the full terms and conditions in the Spoiler below. Please let me know if there is anymore clarification needed.
THIS OFFER IS PART OF THE BET £20 GET £40 BONUS
Using your Casino Bonus:
- Your £20 casino bonus will be credited to your account 24 hours 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 £20 casino bonus money meaning you will need to bet £700 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
4) General Conditions:
- Only one bonus per household is permitted.
- Unibet reserves the rights to amend or terminate the bonus at any time.
- If bonus abuse is deemed to be taking place then the bonus will be ended immediately.
- General Unibet terms and conditions apply.
 
If you feel this answer was helpful, please feel free to click the "Accept as Solution" button on this comment.
/Ray

The account has been verified @Belleke, thank you for the documents and you patience :). Please make sure to fill in only your own details when creating the withdrawal.
 
/Ray

Hi @Sampiper1, welcome to the Community :)
Your £10 would need to be settled in order to receive the Free Bets. Once that is done they should be unlocked and added to your account.
 
/Ray

Thanks for tagging @psrquack and welcome to the Community @Paul1234.
Everything is in order with the bonus Paul, the bet placed is perfectly eligible and the offer is active on your account. The system is just waiting for the bet to be settled and you shall receive your Bonus.
If you feel this answer was helpful, please feel free to click the "Accept as Solution" button on this comment.

/Ray

Hi @Makos, welcome to the Community :)
The reason the transfer was canceled is because it was requested to a bank account that is on another name than you own. Based on our security policy, we are only able to process transactions on the names of the Unibet account holders. Can you please try again on your own bank account? It should work like that.
If you feel this answer was helpful, please feel free to click the "Accept as Solution" button on this comment.

/Ray

Hi @ghal055, welcome to the Community :)
The reason of the verification notification and the security block on your account is tied to the last deposit that you attempted to make. As the deposit was initiated from a different country than the one that you registered from, the security system automatically blocked the account.
There's no document needed though, the guys in security unblocked it however if this happens again there will surely be new blocks added automatically. If you are using a VPN, I'd recommend turning it off when logging in and trying to deposit and withdraw.
 
/Ray

Hi @kami, man that's a bummer :( I'm really sorry to hear about that but I am afraid that there isn't a person that could undo the account closure. The guys in chat can't do it and neither can I unfortunately as it was your decision to close it permanently. Once that is done, we are legally obliged to keep the account closed no matter of the situation, may that even be that the account holder changing his mind.
I want to wish you good luck for the future sir,  and may lady fortune smile upon the next gambling account you open :).
/Ray

Hi @GaelM, thanks for reaching out to me, an odd one indeed but we'll get it sorted.
Just to confirm that I have my facts right, when you go to the withdrawal tab, there are no options available? I accessed your cashier and can see the Skrill active together with Bank Transfers and other methods. I can indeed confirm as well that there is no verification or blocks from our side that would prevent you from withdrawing, which is why at a first glance it seems that the issue might be on your side somewhere. It this wasn't solved yet, can you please PM me with a screenshot of the full screen of the "Withdrawal" Tab? Also, it might be worth checking your Flash settings in the browser and make sure it's set to "Always Allow". That could do the trick.


 

Hi @Bernie97, welcome to the Community :)
Indeed that is the case, double checked on the bet that you placed and it's perfectly eligible. Good luck with it.
 
/Ray

Hi @Savitar , welcome to the Community :)
You can place a combination bet as well if you would like, just make sure that it's not a system bet as those are not included in this promotion. I've left the terms and conditions of the Bonus in the spoiler below. Please give them a read and let us know if there's anymore clarification needed.
Hogyan működik?
 
1. Regisztrálj és töltsd fel a számládat
2. Aktiváld az ajánlatot a "Számlám", "Bónuszaim" menüpont alatt
3. Helyezz el egy mérkőzés előtti vagy élő fogadást a számládon található egyenlegből (min. tét: 3000Ft, min. odds 1.40)
4. Visszatérítjük a bónusz aktiválása utáni első tétedet 20 000Ft-ig, ha az veszít
5. A visszatérített bónusz automatikusan készpénzzé alakul, ha teljesítetted a forgatási követelményeket
6. Ha segítségre van szükséged, kérjük látogass el a GYIK kockázatmentes fogadásokra vonatkozó részéhez.

A bónuszra vonatkozó forgatási feltételek

- A kockázatmentes fogadás csak az ajánlat aktiválását követő első mérkőzés előtti vagy élő fogadásra érvényes, a maximum visszatérítés pedig 20 000Ft.
- A kockázatmentes fogadás esetében a minimum tét 500Ft.
- Az ajánlat nem érvényes azokra a fogadásokra, amelyek mérkőzés előtti és élő választást is tartalmaznak.
- A visszatérítés összege az elvesztett tét összege, maximum 20 000Ft.
- System fogadásokra nem érvényes a kockázatmentes fogadás.
- A visszatérített bónuszt egy vagy több Unibet terméken is megforgathatod.
- Az egyes játékokra az alábbi forgatási követelmények vonatkoznak:
 Sportfogadás: a bónusz összege 6x
 Kaszinó és nyerőgépek: a bónusz összege 25x
 Játékok: a bónusz összege 25x
 Élő kaszinó: a bónusz összege 25x.
- Minden asztali játék 10%-ban számít bele a forgatási követelményekbe.
- Pókerre és Supertoto/Superscore játékokra nem használható a bónusz.
- A forgatásba beleszámító fogadások min. oddsa 1.40. A visszatérítés csak olyan fogadásra érvényes, mely min. oddsa 1.40.
- Csak azok a fogadások számítanak bele a forgatásba, amelyek eredménye megállapításra került.
- A játékosoknak 35 napon belül kell teljesíteniük a forgatási feltételeket. Amennyiben ez nem sikerül, a bónusz és az abból származó nyeremények elvesznek illetve a még függőben lévő fogadások elvesznek.

További fontos feltételek

- System fogadásokra nem érvényes a kockázatmentes fogadás.
- Egyszerre csak egy aktív bónusszal rendelkezhetsz.
- Ha aktív bónusszal rendelkezel, azonban elfogadsz egy másik ajánlatot, úgy az első bónusz és az abból származó nyeremények és függőben lévő fogadások elvesznek.
- Ez az ajánlat számlánként, játékosonként, háztartásonként, IP-címenként, telefonszámlánként és bankszámlánként csak egyszer szerezhető meg.
- Az Unibet fenntartja a jogot az ajánlat bármikori megváltoztatására és visszavonására.
- Az Unibet általános szerződési feltételei érvényesek.
/Ray

Hi @jake98 welcome to the Community :)
The funds were initially returned to your account and the verification needed to be completed due to the deposit not being wagered. But since your account was verified in the meantime, I can see that the money is in the approval queue. It only needs to be approved manually by a colleague. Shouldn't take too long. Ideally we would prefer if players wager their deposit, there are certain laws in the European Union and UK which are specifically designed against Money Laundering (Not implying anything here, just saying that that's the reason we prefer the 1X wagering to be a rule) and deriving from that, this rule is enforced usually.
If you feel this answer was helpful, please feel free to click the "Accept as Solution" button on this comment.

/Ray

Hi @Kickoff, sorry for the confusion. There is indeed no verification and the message prompting you was a site bug. It's removed now, apologies for the inconvenience.
 
/Ray

Hi @Bart2, welcome to the Community :)
Policy overall in the Gaming Industry interdicts usage of 3rd party payment methods, but can of course help you out with this verification. There is a security process tied to your account at the moment and a request for a "Proof of Deposit" for the last 3 payments made to your Unibet account. Could you please provide us the last 3 deposits made to your account, shown on a bank statement together with the name of the Bank Account holder? Based on that we can start the process of getting you verified but there will most probably be additional requests until this is 100% resolved.
 
/Ray

Hi @meggy123, was there an error that appeared? I've checked and it seems to be working now. How did this error manifest?
 

Hi @GaelM, welcome to the Community :)
I'm afraid that in the case of these promotions we are unable to extend them as they are created to reward multiple players and individual extensions are not possible. Did you manage to use it though? I was unable to find any expired promotions on your account.
 
/Ray

Hi @Cristalunas, welcome to the Community. :)
Indeed there was a reported issue for a handful of Danish players which ended up in the Free Bet not being added. Sorry for the confusion regarding that, the Free Bet is now added, good luck with it!
 
/Ray
 

Hi @ScottH10, welcome to the Community :)
The reason that the bets weren't added to your account is dur to the terms highlighted in the spoiler below. The bonus only gets triggered when a single bet is placed at odds 2.0 or higher. Your bets placed are all combinations unfortunately, this being the reason the Bonus is missing. 
Now that being said, I've added you the Bonus as it's your welcome Bonus and we would like you to start off with a good experience :) Good luck!
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 @gabriel95, welcome to the Community.
Double checked on your progression and it seems to be completed, was there a lag in the system updating this for you?
 
/Ray

Hi @Vandrieske, welcome to the Community and sorry for the late reply. I believe this was resolved already with our colleagues in Customer Service. Please let us know if there's anything we can still assist you with. Marking this issue as solved in the meantime.
 
/Ray