RayL

@SebastiaanH, just confirming that the missing Free Spins were added to your account this afternoon, real sorry to keep you waiting. Please let us know if there's anything else we can do for you and good luck with them spins :).
 
/Ray

Hi @ES11, welcome to the Community :)
In order to get access to the ticket exchange tournaments we would need you to leave a comment in the thread below. Our colleagues from Poker update the list every couple of days with the new requests so please comment and we shall attend to the requests within 24 to 48 hours after posting/ after that, access will be granted.
https://www.unibetcommunity.com/t5/Unibet-Open-UK-Tour/Unibet-Open-Ticket-Exchange-Policy-2019/m-p/238354#M6178
 
/Ray

Hi @soma777, welcome to the Community :)and apologies for the inconvenience. We've added you an extra Free Bet to make up for the missing one. Please let us know if everything is ok now and if you feel this answer was helpful, feel free to click the "Accept as Solution" button on this comment.

/Ray

Hi @Fonckers, welcome to the Community :) I see the deposit arrived a couple of minutes after you posted here but please let us know if there's still we can do for you.
 
/Ray

Hi @cbrunton89, welcome to the Community :)
The requirements of the bonus require you to place a Sports bet at odds of 2/5 (1.4) in order for the Free Bet to be added. Looking at your history, the bets are predominantly placed on Racing, which is not a part of this promotion I'm afraid. Please let us know if you would need us to further clarify.
 
If you feel this answer was helpful, please feel free to click the "Accept as Solution" button on this comment.
 
/Ray
 

Hi @HoriaS, welcome to the Community :)
I've checked with our colleagues in Customer Service ana have also checked your account and there is no ID attached to your account. Where exactly send the document? Can you please retry uploading it via the yellow verification bar and let us know how it goes?
 
/Ray

Hi @Uni-best, thanks for reaching out to us with this, and sorry for the inconvenience caused. The Free Bet is added now, and it's not limited to any match. Good luck with it :)
If you feel this answer was helpful, please feel free to click the "Accept as Solution" button on this comment.

/Ray

Hi @cuteayla, welcome to the Community :)
We've now exchanged the Bonus on your account to the desired one, good luck!
 
/Ray

@Purps , like, literally under my nose 😞, sorry about that @GothMoth. I'll look into it and make sure that this promotion works on the future events as mentioned.

Hi guys @John123, @Louis_6 :)
So, since John's account was not automatically attached to the refer a Friend bonus, the system did not take into consideration the wagering that was done before. I have now managed to join your accounts so any wagering that you will be doing from this moment on @John123, it will be showing on @Louis_6 's bonus progression. 
There were no issues reported with this bonus so the only reason I could think of on why it wasn't attached is that the invitee did not use the link to register. In any case, from this moment on the wagering counts towards unlocking the bonus for the referrer. 
Complete terms and conditions in the spoiler below:
Voorwaarden en bepalingen van het programma
 
 

Je vrienden dienen zich, zonder de taal te veranderen, te registreren op nl.unibet.be als je gebruik hebt gemaakt van de refer-a-friend bonus op nl.unibet.be. Indien de vriend zich op een ander domein registreert dan waarop jij de bonus hebt aanvaard zal je geen bonus ontvangen.
 
 

1. Het Refer a Friend programma laat jou, een actieve rekeninghouder op Unibet.be, toe om e-mails te versturen naar mensen (‘vrienden’) met als doel hen uit te nodigen om een rekening aan te maken op Unibet.be. Bij het succesvol registreren van de vriend en het voldoen aan de voorwaarden hieronder beschreven, ontvang jij een bonus.
 
 

2. Het programma wordt enkel en alleen geactiveerd als de vriend zich succesvol geregistreerd heeft op Unibet.be nadat hij de Unibet.be website bezocht heeft door middel van op de knop te drukken in de e-mail die verstuurd is door Unibet wanneer je op ‘versturen’ duwt in de Refer a Friend aanbieding.
 
 

3. De volgende individuen komen niet in aanmerking voor het programma, in overeenkomst met de algemene voorwaarden en bepalingen van Unibet:

- Vrienden die niet minstens 18 jaar oud zijn (Gelieve er rekening mee te houden dat om online te wedden op sport je minstens 18 jaar moet zijn en om online casino, poker of bingo te spelen je minstens 21 jaar moet zijn);

- Vrienden met een beperkte handelingsbekwaamheid;

- Vrienden die geregistreerd zijn in het Centraal Register van Uitgesloten Personen;

- Vrienden die niet in België wonen;

- Vrienden van hetzelfde huishouden en/of vrienden die hetzelfde IP-adres gebruiken (volgens artikel 4.8 van Unibet voorwaarden en bepalingen) ;

- Vrienden die al een Unibet rekening hebben.
 
 

4. Om de ‘Refer a Friend bonus’ te ontvangen, moeten vrienden:

- Een geldige Unibet.be rekening aanmaken via de link die naar hen is verzonden (via Unibet) na het aanvaarden van de voorwaarden en bepalingen.

- Minstens 10 euro storten en dan minstens €400 rondspelen in de wedden op sport lobby of minstens €1500 rondspelen in het casino (onderhevig aan de telling voor het rondspelen zoals geformuleerd in appendix 1 en appendix 2), binnen de 60 dagen na het aanvaarden van de voorwaarden en bepalingen.

5. Als deze acties succesvol vervolledigd zijn:

a. Ontvangt de verwijzer zijn vaste ‘Refer a Friend’ bonus van 100 euro op zijn rekening. Deze bonus kan worden ingezet of afgehaald worden nadat deze minstens één keer is rondgespeeld op de beschikbare games voordat het verwijzerbonusaanbod van de referee vervallen is.

b. De referee ontvangt een stortingsbonus tot maximum 60 euro bij zijn eerste storting. Deze bonus wordt toegevoegd op het moment dat de referee zijn eerste storting van minstens €10 heeft uitgevoerd.
 
 

6. De verwijzingsbonus voor de verwijzer en de welkomstbonus voor de referee zijn onafhankelijk van elkaar en hebben geen invloed op elkaar.
 
 

7. In de context van het programma, ontvang jij één (1) bonus per geldige registratie. Het maximum aantal vrienden die verwezen kunnen worden door dezelfde Unibet rekeninghouder is 5.

8. Wanneer jouw vriend voldaan heeft aan de voorwaarden die beschreven staan in deze voorwaarden en bepalingen, wordt jouw bonus binnen de 72 uur automatisch toegevoegd op jouw Unibet rekening.

9. Jij aanvaard en begrijpt dat als jouw vriend zich inschrijft via een andere route verschillend van deze die beschreven staat in deze voorwaarden en bepalingen, is de verwijzing niet geldig, en het programma niet geactiveerd. Dus dan ontvang je geen bonus.

10. De e-mail met de uitnodiging voor jouw vrienden wordt verzonden met volgend e-mailadres: invite-no-reply@unibet.com. Het wordt verzonden met jouw naam zoals je ingeschreven staat op jouw Unibet rekening.

11. Unibet behoudt zich het recht om de voorwaarden en bepalingen van een bepaalde promotie op te schorten, te annuleren en/of aan te passen zonder enige voorafgaande kennisgeving.
 
 

12. Bonussen kunnen alleen afgelost worden door de rekeninghouder en kunnen niet overgezet worden tenzij anders aangegeven in de specifieke voorwaarden en bepalingen van een bepaalde promotie.

13. Unibet behoudt zich het recht om een speler te verhinderen om deel te nemen aan eender welke promotie als hij verdacht wordt van frauduleuze activiteiten, illegale handelingen, misbruik of overige. Een rekening van een speler die verdacht wordt van dergelijke activiteiten kan onmiddellijk gesloten worden, en resterende fondsen worden teruggegeven.

14. Door het aanvaarden van de bonus stem je in dat Unibet bekend maakt aan de referee dat je geregistreerd bent en of je voldaan hebt aan de rondspeelvoorwaarden.

15. Spelers, door deelname aan dit aanbod, worden geacht in te stemmen met de algemene voorwaarden en bepalingen van Unibet.be. 

Appendix 1: Telling voor het rondspelen in het Casino

Inzetten op alle games in het Unibet Casino, beschikbaar op Unibet.be, tellen mee voor rondspelen van de bonus, hoewel inzetten op sommige games, zoals Roulette en Blackjack, minder meetellen voor het rondspelen van de bonus dan andere. Meer informatie hierover vind je in onderstaande tabel.

Product Categorie Inzet % Meetelling

Slots (alle variëteiten) 100%

Alle Tafelgames, incl. Baccarat, Blackjack en Roulette 10%

Live Casino 10%

Virtuele sporten 10%

Backgammon 0%

Bingo 200%

Appendix 2: Telling voor het rondspelen van sportweddenschappen
 
 

- Alleen inzetten op weddenschappen met een notering van 1.4 of hoger tellen mee voor het rondspelen van de bonus.

- Meervoudige weddenschappen bestaande uit pre-match EN live noteringen tellen niet mee voor het rondspelen van de bonus.r    
 

Hi @Bonoboom , I've extended them so you'll have a chance to play or exchange them :)

Hi @Sultanofbrunei, welcome to the Community :)
I see that the Bonus was successfully added in the meantime, going to be marking this as a accepted solution but please let us know if there's anything w can still do.
 
/Ray

Hi @ducthanh1511, welcome to the Community :) I see that this was solved already for you, let us know if there's anything we can do anything from our end.
 
/Ray

Hi @Kurtix, welcome to the Community :)
You're 100% right, I've double checked with my colleagues from your country and there was indeed a mixup with that promotion. You were supposed to get the spins at the mentioned value. Our sincere apologies for that mistake.
What I am able to personally offer as a fix to this is add you the same number of spins at the promised value, but on another slot. I don't have access to the systems of the developer that powers Troll Hunters 2, so I've added you 50 spins on Netent's "Bloodsuckers" slot. Please feel free to play them.
In the case that you are not happy with this resolution, I am more than happy to contact the guys in charge of this promotion and hand over the resolution to them, which is not an issue at all, just need your "go ahead" and I'll get it done. Please let me know how you feel about the above and we'll take it from there.
 
As a sidenote, I've also looked into why you haven't gotten a response to your query but failed to find an e-mail so I don't know what might have went wrong, but no e-mail was received on our end.
 
If you feel this answer was helpful, please feel free to click the "Accept as Solution" button on this comment.
 
/Ray

Hi @myth, welcome to the Community :)
Some of the documents sent were not accepted due to their origin I'm afraid. Mobile bills are not accepted as a Proof of Address. You have sent in a screenshot of a Bank Statement which looks ok though, but we would require it to be in a PDF format downloaded from your Netbanking app. Can you please upload one and let me know here in this thread once done by tagging me? I'll try and get it sorted quickly for you.
 
/Ray

Hi @Cabbage, welcome to the Community :)
Apologies for the time your funds stayed in pending, the reason that it got "stuck" is due to the method you choose to withdraw on.
The winnings are deriving mostly from a Skrill deposit and the withdrawal was initiated on a credit card. Our processes would require you to withdraw to the method you deposited from so in this case you can withdraw 30 pounds to your card and the rest can go back to the Skrill that you deposited with. Sorry again for the confusion.
If you feel this answer was helpful, please feel free to click the "Accept as Solution" button on this comment.

/Ray

Hi @Percival, welcome to the Community :)
The blocks on the account causing this error were removed by our security department now. There is only one left, however it does not impede you from depositing or playing. The last block would require you to send in a picture of your ID in order to verify your account. After the withdrawal option will be available as well.
If you feel this answer was helpful, please feel free to click the "Accept as Solution" button on this comment.
 
/Ray

Hi @RasTaszi, welcome to the Community :)
The Free Bet was added to your account as planned, however as the terms point out, it can only be used on Croatia - Hungary's match and only on live bets, it won't show on any other selection. Good luck with it!
 
/Ray

Hi @RaduPhantom and welcome to the Community.
My apologies for keeping you waiting with a response, your post flew under my radar unfortunately 😞, I've reached out to our traders regarding an explanation over the settlement of your bet and below in the spoiler I've attached the terms that apply. Unfortunately based on these terms, the settlement is correct:
Terms and Conditions E.2.c.ii 
(ii) Series
Outcome
• Bet refers to the aggregate result deriving from any combination of consecutive
matches/series valid for the same round/stage played between the same participants
within the same tournament.
• The first scheduled Map in all matches included in the series must start for betsto
stand.
• The first official decision on the outcome of the offer issued by the governing
association within 36 hours of match completion/abandonment will be the deciding
factor for the settlement of the bets including but not limited to any decisions involving
disqualifications, withdrawals, concessions, etc., which will be taken into account for
settlement purposes/Ray

Hi @TheStrongMan,
The initial settlement was based on official results which is why your bet lost however you are right in saying that there were 4 cards. It seems that the initial info that was shared was wrong. In any case, apologies for the confusion, I've reached out to our Sportsbook expert and we will be re settling your bet to reflect the new stats.
If you feel this answer was helpful, please feel free to click the "Accept as Solution" button on this comment.

/Ray

Hi @adriantempo, I completely understand what you are trying to say.
As you mention, if you have winnings from a Free Spins, bonus then that money will only be visible in the NetEnt system, thus only playable on NetEnt slots, which is why you are seeing a different account balance than the one you actually have on your account.
Unfortunately at the moment there isn't a widget or a way to check your progression exactly unless you calculate it based on your account history. We are always happy to help though. By either contacting us or by contacting Customer Service, you can find out exactly what your wagering status is at any given moment. Sorry about the inconvenience, I get that this is not the clearest way to overview your activity and requirements, I've understood that developments are being made to make this more transparent towards the players however there is no timeframe yet over when this wagering widget will be rolled out.

/Ray

@TDW, all good :) just received confirmation that the list will be updated a bit later on and you'll be made a rich man by tonight ;)

Hi @Edward, thanks for contacting us.
Our payments team reached out to our provider and the deposit seemed to have been stuck there, sorry for keeping you waiting. In these cases if we don't contact them, the deposits are sent back to the bank account but we managed to wire it to your Unibet account :), apologies for keeping you waiting.
 
If you feel this answer was helpful, please feel free to click the "Accept as Solution" button on this comment.
 
/Ray
 

Hi @Bettingpro97, welcome to the Community :)
Apologies for the initial settlement, based on the case raised by our colleagues yesterday night, the bet has been succesfully re settled. Congrats on the winnings and sorry again for the inconvenience. Please let us know if it happens again.
/Ray

Hi guys @RTroch, @Gbryon, welcome to the Community :)
The terms mention that the Free Bet will be added tomorrow by 7pm in the evening.