RayL

Hi @Hepphepp, welcome to the Community :)
The e-mail is indeed sent by us, well, by our survey provider which is called "Qualtrics", thus the e-mail address.
/Ray

Hi @StarKebap, sorry for taking this long with a response first of all. There's no nice way to put this, the statistics on the website mentioned above are proven to be wrong. Our provider had a scout in the stadium and as he confirmed, the goalkeeper was first given a yellow card due to a foul and if confirmed, this would have led to a Penalty. The referee then went to check the VAR and noticed there was no foul. Instead of awarding a penalty, a corner kick was given to Bologna. If it’s a corner and not a penalty, then it means that there is no foul from Berisha and then no Yellow Card.
The rules that apply are B.5.1
“When settling results Unibet 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 none the less and please let me know if there is anything else you would like me to follow up upon.
/Ray

Hi @mjm, welcome to the Community :)
I can indeed see that there were checks on your account and there also was a back and forth with your documents. Apologies if this verification seemed unprofessional, I understand if that's the case, but it's all done in accordance with the regulation that is imposed by the governments' jurisdiction we operate in. 
In any case, I see my colleagues reached out to you and clarified this and also helped you in getting verified, please let me know if there's anything we can still do for you.
/Ray

Hi @GeirAndersen, thanks for reaching out to us regarding your bet. We reached out to our provider and got the bet voided :) as per our terms and conditions. Please let us know if there is anything else we can do for you.
 
/Ray

Hi @Moodaeri, welcome to the Community :)
I've manually added you the Bonus now, apologies for keeping you waiting and good luck! Regarding the verification of your ID, it does indeed seem to take longer than expected, I've raised the priority of your verification now and will keep an eye on it today. Please let us know if there's anything we can still do for you.

/Ray

Hi @cin_tia, thanks for contacting us and providing the necessary documents, I've raised the priority of your verification now, it should be done within the next 24 hours but I'll keep my eyes on it and let you know over its development.
 
/Ray

Hi @HSFVP, welcome to the Community and thanks for the tag :), I've looked into it and got it sorted, you're verified now, thanks allot for your patience.
 
/Ray

Hi @monsterman12, welcome to the Community :). The £10 casino bonus has been on your account for a couple of days now, you should be able to see it in your "Bonus Offers". Let me know if you still can"t find it.
 
/Ray

Hi @Zakdoun, welcome to the Community. :)
There have been some busy days lately indeed, apologies for any delays that might be tied to that. I've checked your account now and the ID was approved, good luck to you!
 
/Ray

Hi @13629lt, welcome to the Community :)
The Free Bets and Casino offer were added in the meantime I see, good luck with them.
 
/Rayc

Hi @Kevin3, welcome to the Community and to Unibet alike first of all :)
Unfortunately lately due to changing regulations, we were required to request a higher amount of documents as usual, thus a backlog piled up in terms of unverified documents. Apologies for that, the documents are now verified and your account restored to its full glory :).
Good luck!
 
/Ray

Hi @Kiki2708, I'm afraid that won't be possible due to your country's regulation. They insist on having it in the local language.
 

Hi @Wout 
I've had a look at the bets and offers on your account and the Profit Boosts were not used on the bet that you've placed. The Profit Boost box would need to be ticked on the bet itself in order for this to work. Furthermore, your bet lost so the profit boost wouldn't have been added anyways which is good because you still have access to the full extent of the offers on the account. I've left below a screenshot of what's available, there's also an explanation of the exact requirements in the dropdown menu if you click on the Profit Boosts.



Let me know if you need further assistance with this.
/Ray

Hi @KristianAB93, welcome to the Community :)
As @HC here mentions, you needed to top up and then select the McGregor match in order for the Profit Boost to activate on your betslip, however, the offer expired now and I have no way to reactivate your Welcome Bonus.
I've added you a free bet in the value of your deposit as a goodwill gesture from our end though, to try and start you off with the right foot after your registration. Hope you're ok with that.
If you feel this answer was helpful, please feel free to click the "Accept as Solution" button on this comment.

/Ray

Hi @GrasuVasile, welcome to the Community :)
Looking at this I see that the withdrawal failed because of the bank account you were trying to withdraw to was not matching your account details. Please note that you can only withdraw to methods that are yours.

Hi @TomAndersson, welcome to the Community :)
The "block" on the account can easily be removed from your end if you sign in the account using your Bank ID. If that fails it would mean that there is a discrepancy between the details registered and the banking details but we can fix that manually for you based on an ID. Can you please try the Bank ID login and let me know how it goes? I can point you in the right direction if it fails and help you get up and running.
 
/Ray

Hi @Nikulus9, the reason of the delay was the first Proof of Address sent not being accepted, but the second one seems to be alright. I've followed up with my colleagues responsible and got it approved for you :), thanks for sending it in. You're all set, and I wish you good luck!
 
/Ray

@Ciprian1 , @oothan , @Jbestchiefs 
Quick update guys, upon discussing this with our development team, the fix for this issue is planned to be released on this coming Wednesday, January 15th and it should fix this issue. Thank you guys for your patience and for the info provided thus far. Please let us know if the software update released in 2 days does not fit the streaming issue and we can restart this investigation then. Apologies for the obvious inconvenience caused. 
/Ray

Hi @Thomas3, welcome to the Community :)
I had a look at your account and the bet seems to be settled already so you should be able to see it as well on your end in the "My bets" section.
Or was it that the odds offering on the mentioned matches were not available anymore? In that case, it is indeed possible that the odds were removed for one reason or another by our traders, however, this an occurrence that might happen from time to time. A rare occurrence but not an impossible one.
 
/Ray

Hi @Mickydk1983, welcome to the Community :)
Looking at the first et that was supposed to be the one included in this promotion I see that you used a Profit Boost on it, which deems it ineligible unfortunately. Furthermore, if you do decide to place a combination bet, I see the terms mention that the odds would need to be 2.00 / leg, which in the case of the bet is not completed either. I'll leave the full terms in the spoiler below.
The offer is still active though so your next bet should be ok if you fulfill the requirements, please let me know if you need further clarification on it.
Bet £10+ on Football Get 3 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.
- If you decide to place your £10+ qualifying bet on a multiple bet, each leg of the bet must have minimum odds 1/1 (2.00).
- 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 3 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 3 x £10 football 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.
 
/Ray

Hi @swooon, the reward was 100 Challenge points not Bonus Points, and they seem to have been added when the step was completed.

Hi @Watto, welcome to the Community :)
By the time we had a look our traders already settled the bet it seems. Sorry to keep you waiting with the settlement though, it happens rarely but I've seen it a couple of times. If there is anything like this in the future please let us know.
 
/Ray

That I can fix @gypsyb :) I've added you another one.

Hi @Jon123, welcome to the Community and thank you for reaching out to us.
I'm afraid I am bearing bad news. The way this works is that you receive a Risk Free Bet and if that bet loses you receive Bonus Money.
This happened in your case and then you proceeded to place a bet on Preson - Middlesbrough which won. Here's what went wrong: The money that gets added to your account has a wagering requirement, meaning that it's not cash and it would need to be wagered X3. After the Bonus Money winnings were added to your account you proceeded to accept a 2nd offer which in turn canceled your Bonus and subsequently your bonus money. There also is a pop up message when trying to activate a Bonus while you already have one active informing players that the money will be deleted. I'm afraid that there's not much we can do in this case.
 
/Ray

Hi @Mrspots, welcome to the Community :) The Bonus was added yesterday after I've followed up with our colleagues, just slipped my mind to actually reply to you, sorry about that and apologies for keeping you waiting. Good luck!
 
/Ray