RayL

The issue has been fixed in the meantime @nksh1, apologies for the inconvenience. We created a thread for possible compensations. If you feel you had losses due to the issue feel free to leave an explanation in the thread below and we'll have a look at it.
https://www.unibetcommunity.com/t5/Poker-Help/Server-issues-today-claim-thread/m-p/196855#M273

Hi @Wickedatbest, welcome to the Community :) I had a peek at the racing platform and everything seems to be loading properly now, does the issue still persist on your side?
Let us know and I'll try looking into it a bit more in depth.
 
/Ray

Hi @ScottishSteve, welcome to the Community. :) We would be more than happy to forward your bet to be analyzed by our experts. All I would need to do so is a Coupon ID which is found in your betting history on the bet its self, in the top right corner. Leave it here down below and we'll gladly have a look at it.

/Ray

Hi Jenny, Welcome to the Community :) The blocks on our account were now removed. Apologies for the initial confusion. Your account is fully set up and ready to go.
 
/Ray

Indeed @PaulG, he received it in the meantime. I have answered to your post in the meantime as well :).
 
/Ray

Hi @oskarkris, welcome to the Community. :) I've informed the colleague responsible about the bet, could you leave the coupon ID of the bet down below in a comment as well please? I'll be sure to update you as soon as I have an answer.
 
/Ray

Hi @Chrisaane,  Welcome to the Community, we have created a document request in your account now. You can upload a picture of your ID and we will change your date of birth according to that. Let us know if you have any questions.

/Ray

Hi @HelenBee, welcome to the Community. It seems that our colleagues in Customer Service managed after all to help you :) I can confirm that everything is ok with your account. As for the odds, I have a test account myself and this never happened to me, a reason might be cookies and cache, try deleting them and let us know if the issue still persists. If it does, we'll let the Sports provider know to have a look at any possible errors.
 
/Ray

Hi @Bettenstaedt, welcome to the Community. :)
What you were experiencing is a rare error that occurred on a handful of accounts migrated from Stan James, sorry for the inconvenience, it has now been adjusted manually and it should be fine.
 
/Ray

Hi @Jascon, welcome to the Community :) I had a look at your bet and indeed it has been re settled as a winning one, apologies for the inconvenience caused, it can happen sometimes (rare occurrence, but possible) that the bet is initially settled with one outcome and the system rectify's it after a short period. Do let us know if there is anything else we can do for you.
 
/Ray

Hi @Tum :) Thanks for notifying us. The approval of your documents didn't trigger the payment automatically, it has now been approved an paid manually. Apologies for that.
 
/Ray

Hi @Sverre, apologies for the delay first of all.
So, I have sent you the log of the activity from the moment when the deposit happened and the Bonus was granted until the Bonus Expired.
It is worth noting that the Bonus was added at the same second of the deposit nothing in that regard went wrong. As you will be able to observe in the information that I have sent you now via private message, the deposit and the bonus was added to your account 16/06/2018 , 22:44:20 and it expired 16/07/2018 , 22:45:04 after exactly 30 days.
I understand that you would question the legitimacy of this process, it is not the easiest to understand but I will do my best to explain it the best I can if further explanations are required after you had a look at the information provided today.
 
/Ray
 
 
 

Hi @Mackster, welcome to the Community :) I've edited the title and moved it to the  main help and support page for better search engine functionality. Having a look at the Terms of the promotion I see that it's mentioned:
 "Offer is not valid for Racing. If you bet on Racing, the bonus will not be credited and you cannot use any free bet received from other Sports on the Racing."|
Unfortunately this is why your bonus was not added, but the good news is that the welcome offer is still active on your account which means that your next bet placed in the Sports section of your account will be perfectly eligible for this Bonus.


 /Ray

Hi @JohnBeton, and welcome to the Community. This seems to be more like a local issue with the PC than a stream error since the match is visible on the phone based on your explanation. It is most probably tied to the flash player though not confirmed yet. Have a look at the settings of the browser and make sure Flash is allowed to operate, updating the Flash Player to the latest version might also help. Let us know how it goes and in the case that it doesn't fix it, make a DXdiag of the PC parameters ( first 2 tabs) and attach them here. I'll be more than happy to ask for an opinion from the devs on what could possibly cause the issue.
 
/Ray

Hi @ChristofferB, and welcome to the Community.
The blocks that you are experiencing are a security measure implemented for your market and you can easily remove them with your NemID.
 
/Ray

Hi @Giuseppino, welcome to the Community :)
I have manually added you the Bonus now and attracted the attention of the guys in charge of this to have a look at the mechanics, apologies for the inconvenience caused. Do let us know if it happens again.

/Ray

Just got a word back from the Sports traders @Pakan101 , it seems this is not an error after all.
In this case, there were 11 participants sharing the same position in the table. When this happens, the dead heat rule applies, were the odds are divided equally among all winning options, but cannot be less than 1.00 In which case you basically get your stake back. :)
 
/Ray

Hi @cedricski, generally speaking there is no need to change a bank account, if you wish yo use another one for depositing ( given that the account is yours) you can simply register another one by depositing.
Let us know a bit more in depth about your query if this response does not answer your question.
 
/Ray

Hi @conc , and welcome to the Community, :) they were supposed to be added to your "Active Free Bets" as soon as the first match you placed a bet on was concluded but it seems it didn't do it automatically.
I've manually released the bets for you and should be under actives. Good luck to you.
 
/Ray

Hi @Mholm93, welcome to the Community. It is indeed strange that it takes more than 3 days to receive. I can confirm that on our side your withdrawal processed the same day. What we can do in this case is contact the financial suppliers and start a trace on your withdrawal. We would need a Bank statement in order to do so. However personally I would call the bank as a first step to ensure that it's not something on their side. Let me know which option works best and if you decide in sending us the bank statement for the trace you can send it together with a brief explanation and the link of this thread to contact@unibetcommunity.com.
 
/Ray

Hi @Ernito, I had another look at your account and I'm afraid I am unable to find the document requested above last week: "There is a request for a picture of the ID held next to face, a selfie with your ID in essence in order to continue with your verification." Where exactly was it sent? I can't seem to find it attached to your account. To make this as quick as possible for you, please send it to contact@unibetcommunity.com and tag me in your response here. I'll pick the oicture up and forward it to the relevant department to be checked.
/Ray

Indeed @jepex, Huone is part of our big family :) I am not sure if this is a mistake or just a cross marketing campaign.

Hi @Stanley and welcome to the Community. :)
Verification times usually depend on a number of factors and one of the main reasons of a delay is the type of document. I see we requested a Proof of address with an English translation on it which was provided now. I am happy to say that your documents were approved and your account is now verified :)
Good luck to you.
 
/Ray
 

Hi @GeoaSilva, welcome to the Community :)
I had a look at your account and there was an error from your E-wallet in the Unibet account which caused the Deposits to be declined. It is removed now and you should be able to deposit.
 
/Ray

Hi @koopa, thank you for the explanation. Indeed we have received the card but unfortunately the backside is not signed and this way it can't be accepted. On it's back we can observe "Not valid unless signed". Would it be possible to sign the backside as shown in the illustration above?
Furthermore regarding documents, I can see that it is not only the signed Credit card requested but a picture if your ID front and back and a proof of address. I apologize for that, it was my error missing that part of the verification. A proof of address can be a PDF downloaded bank statement, utility bills, internet bills or tax returns. These documents are accepted when not older than 3 months.
After double checking with the Security Department, the withdrawal won't be possible on the new card as mentioned above. The deposits that arrived from the old card can be withdrawn via "Bank Transfer" on your personal bank account of your choosing.
The deposit with the new card on the other hand, failed because the bank denied the payment. I can see an error in our systems saying "Incorrect card details implemented" so I would advise you to contact them after this verification is over for more information but to me it looks like the CVV code on the back of the card was incorrectly implemented multiple times thus resulting in the block but there is a possibility that the bank blocks deposits to betting sites. This can be easily fixed by giving them a heads up that you intend on betting.
Let me know once the signed back of the card is uploaded together with the rest of the documents and I'll see to getting them approved ASAP.