-_-

Hi,

@Stubbe-Unibet I am having trouble withdrawing again. You can check my history on here other thread where I had this issue before. Getting the error WITHDRAWAL FAILED We're sorry, we cannot complete that request. I tried depositing too since last time relinking the account worked but its giving me a error for that too. Talked to chat Zackary raised a case and told me I would be contacted by email. They said it might be a country issue but as far as I am aware your service is available in my country and I am still able to login and play. Please follow up and tell me what I need to do. 

Thank You,

Merry Christmas

@Stubbe-Unibet Oh understood what you mean that explains why it isn't a priority...still hope its fixed eventually. 🙂

@Stubbe-Unibet Thanks for the response that sounds good. Looking forward for this bug to be fixed in a future update. Since while I feel most regular players will figure its a bug and just their cash balance instead. Recreationals/new players might not undertand it or might not have the funds to use cash instead of tickets and might just decide to quit instead. It just seems overall detrimental to the player experiance.

@Stubbe-Unibet I feel the Ratholing measures are good but this a bug and not feature. Kindly let me explain it the best I can since @P0kerM0nk explained it above and it was overlooked. 

I think the best way to explain the issue/bug is with an example. Start of assuming that I have used my 4 Ratholing attempts in the last 30 minutes. So now I must rebuy for whatever my stack was say that is 150bbs. What the insuffcient funds when using cash tickets error is this: say I am sitting at a table with 150bbs which I got there using my ticket...I leave this table and want to get back at it gives this error because of the cap of 100bbs on tickets no matter what...meaning it forces me to use my cash balance for the 150bb buy in even though I am willing to use 150bbs and have a ticket for that stake which is more than 150bbs. I still can't use that ticket. I feel this was overlooked when implementing the Ratholing measures...that the ticket cap can't be 100bbs anymore which it currently is.

This hampers the player experiance in that say I am having a ticket for say 1000bbs at a given stake (assume I used my 4 Ratholing and am in the 24hr wait period) but once say I am deep at all tables say 150bbs plus or whatever and I decide to take a break for some time few hours. I come back and can't use my tickets at all for the rest of that day until the UTC 00:00 reset because though i have 1000bbs ticket and the correct stake tickets....I can only BuyIn for 100bbs using tickets no matter what i.e. the cap. So am forced to use my cash balance and also delay clearing my ticket since the rest of the flops I see won't count towards clearing my ticket for that day.

I thought you all were already aware of this and just figured its on the works to make the tickets buy in for previous required minimum buy in matching up with the Ratholing rules. But looks like you aren't aware of this. It really is frustrating too see that error of insufficient ticket balance when you have more than enough balance in ticket. I have repeated myself quiet a bit but thats only to clear the confusion. 

The Ratholing features are good I agree. But this is not a Ratholing feature more of something of a bug/error. Allowing players to use their ticket for say 150bbs or whatever the requred amount as per Ratholing rules should be allowed since I am still buying in deep just here am being allowed to use my ticket and clear it by seeing the flops needed sooner. Seriously hope this detailed explanation helps. 🙂 thank you for reading.

12 hours ago, Thurddzz said:

I am getting the same issue as well and I'm on mobile. 

Ahh I was hoping to see if it didn't happen on the mobile client. Guess no use doing so now.

7 hours ago, Purps said:

I remember having this issue back in my Linux days when having to use the browser client. I thought they have fixed this bug though but maybe it has reappeared...

Anyhow, got it fixed by keeping the sportsbook page open on one of the browser tabs and setting an auto-refresh addon to refresh that page every 58 minutes or so ( in case the inactivity timer actually was 60 minutes, can't remember if it was that or 30 minutes back then )

There's plenty of auto-refesher add-ons for Edge also to choose from. No experience on any of them but all the most popular ones should do the job without any problem: https://microsoftedge.microsoft.com/addons/search/auto refresh

🙂👍

Thanks for the workaround. Will use it on browser until they find an actual solution.

1 hour ago, Stubbe-Unibet said:

We're looking into this one. It's not browser specific. 

You can click around on the main website to keep the session alive.

Yeah this is a weird one. I am playing 4 tables and Unibet tells me nope your not inactive bye bye lol. I will use the workaround suggested for now. Please keep us informed when this is solved. Thanks.

Playing on Edge Browser it just logs me out while playing somewhere around 1hr mark. Don't know what happened. My old pin tile to start bookmark link in windows 10 to the website just died and I created a new one. Its happening since then. So is it an issue with site update or something to do with Edge setting not sure. Please help.

Thanks.

-_-

@JeppeLHey, I finally got around to making the withdrawal (life got in the way a bit hence the delay) and it was in my Neteller Account within a few hours. Just wanted to post a final update as promised the withdrawal was successful :). Will go ahead and accept your last post as solution.

Thanks again to you and everyone else involved in fixing this. 👍

@JeppeL Thank you very much for your kind words and for the extra poker points. It is indeed very appreciated. I do understand your point regarding the negativity and it can take its toll. People on here are in general turning to you during a time of distress when something has gone wrong/negative with Unibet/the system that they want fixed asap. Your patient, deligence and timely responses definitely help in putting the distressed party at ease. Keep up the great work and remember to take breaks and focus on positivity/positive events when you can to balance things out in your life so it does not get overwhelming.

It has not been changed from Account Id to Email Id yet I just checked but my Id (Email) is on there on the Deposit and Withdrawal pages and can't be edited. So it does not look like it will be an issue for me with withdrawal which I will go ahead and try in this coming week after which I will inform you on here and Accept The Solution and close this thread once the withdrawal is completed.

It might still be an issue for someone new who is just looking to deposit via Neteller for the first time and keeps trying their Account Id instead of Email Id but I leave it to you all to decide what works with that.

Thank you once again for all your help and do pass on my Thanks to everyone else who helped in fixing this issue too.

Stay Safe.

-_-

Looks excellent and feels very smooth on windows 10.

1. Overall its a vast improvement in many little ways and a major improvement in the speed and smoothness of things.
2. Looks and feels way more polished and not seeing any random bugs like no fold button or hand replayer buttons not working properly.
3. Even the disconnects happened fewer times and reconnected back in time for me to act. So its looking good and am happy with it.  
4. Scrolling through the avatars is buttery smooth.
5. Changing the Avatars is way easier with the new edit buttons.
6. Everything is way more organized but going to take getting used too as mentioned before me...having a mouse hover popup maybe just for the next month or so until players get used to everything would be an good idea.
7. Logins don't take as long and the client pretty much is ready to go right after login. Again speed is much better.
8. The bigger more prominent fold to any bet is welcome and also the easier to rebuy at the tables on ur name +.
9. There was several smaller improvements and its just a lot cleaner. So really well done to all involved 👍

I feel my few gripes with the new client have mostly been mentioned but I will still go ahead and list them just incase:

1. The card backs animation needs significant improvement and just needs to be way more high resolution. How about doing something with different colors for the card backs like for the tables. The logos or any design on the back is fine even the current one but it just looks poor quality and not cool.
2. I misclicked a lot on the card hand strength bringing up the card hand strength table. Its where the fold button used to be so yeah muscle memory will just take time to get used too. But the card hand stength font seems to be different from the player names and Euros font. Again its grainy and low quality it needs to be sharpened. So again something to do with improving the animations.
3. Maybe could we have an option to see our hand strength at the table but not have that popup show up. At a single table its not an issue but once your multitabling and you click even slightly above boom you have a few popup of hand strength. Am sure will get used to this though since just used to clicking there for the fold to any bet.
4. The dealer button seems smallish maybe a bit bigger. But mainly like the the card backs and hand strength font its just needs better graphics and higher quality.
5. This one is kindoff a biggie. The dealer button being partially covered by the bet amounts and being hard to see.
6. Another biggie is the location of dealer button needs to be closer to the player very often I had to do a double take to see who the dealer actually was specially when the dealer button was to my right and was sitting in the middle bottom seat. When playing in a HU pot specially its been confusing not knowing if am on the button or not. It kindoff looks like in the middle of two players sometimes.
7. For me 1-5-6 are the main concern, rest seem manageable though improvement in them would be welcome.

Overall would say compare to this old software was 6.5-7.0 and now your looking at 9.0-9.5. Keep up the great work everyone. :atisfied:

PS: I play with the tables at the smallest size possible so all my feedback is coming from being in that situation. 

@JeppeL  Woooohooooo 😃 It seems to be have worked...see your pm for screenshot of deposit with transaction id. 

It worked not with the Neteller Account Id but with my Neteller Email Id that was not working before. Thank you kindly for fixing the issue. Please do pass on my appreciation and thanks to everyone on the payment team who helped fix this. :happy: You all Rock!!! 👍 ❤️

So you had mentioned informing you once the deposit was done so you can make sure I can withdraw to Neteller correctly. Neteller is showing up on my withdrawal page may I go ahead and venture and try for a withdrawl? Let me know.

I have a suggestions take it or leave it: 

Maybe change where it says Account Id to Neteller Email Address since thats all it needs on that page and its confusing to read Account Id (Neteller) when what is required Email Id (Neteller).

Sharing the steps in the process incase they maybe helpful to put into a FAQ or something else:

1. On the next page pop up window it did not ask me to enter my Neteller Account Id, only enter password.

2. It filled out my Neteller Account Id on the final confirm page on its own am guessing using the email id.

3. On the last page it did inform me that as per the new EU regulations an further step of security will be needed and had a link to skrills (moneybookers site) for  information.

4. After clicking complete order it gave me the option of getting the verication code 1) Mobile No. 2) Email and secure id. I choose and former, entered the code received and the transaction was successful.

Once again my sincere thanks to you and the payment team. Let me know when I can go ahead and try for a withdrawal.

-_-

Perfect 🆗

Thanks :atisfied:

@JeppeL  So here is a funny thing Jeppe. The deposit error is "Email address is not valid please try again" This got me thinking. The error is there too if you leave the account id blank as below:

This got me even more curious. What does Unibet want. It wants an email id not an account id. Lets check my suspicions shall we and behold below.

Its a technical glitch where Unibet expects you to enter the an actual email id and not the numbers/digits of the Neteller account id.

So okay fine unibet I will try my email the Neteller one and Unibet one will you be happy then? Nope you won't be. Since you actually need a Neteller Account id which is numbers/digits to deposit but someone on the technical side decided that it should be an email.

So yeah someone needs to go in there and make sure the values need to be numbers and not an email address. I don't know how many people must have not been able to use Neteller to deposit due to this. Am actually suprised that the issue hasn't been brought forward by anyone. Seriously hope that all this leg work by me helps and fixes the issue now. Seems to be Unibet's website formatting problem. So what job are you offering me on the technical team jk jk :Tongue:

Please fix this though now I really would like to withdraw some funds. @JeppeL am NOT sending this to Unibet support unless you tell me too. Since thats double work for me but if need be will do so. Let me know.

Thank you all for all the effort and time put in. Please get this fixed asap seems like this would be a pretty easy fix and an important urgent one to make since it must definitely have cost some revenue of people not being able to deposit on Unibet using Neteller and going and depositing on other sites.

-_-

@JeppeLBelow is the response I received from Neteller and they closed the case.

"Customer support Hello ******(My Name) , Thank you for contacting NETELLER. We are sorry to hear you experienced difficulties. Please note that NETELLER takes extra measures to ensure that your personal and financial information is transmitted securely online. We are using various cookies for security, operational and compliance purposes. It is your right to restrict these cookies via your browser, however, this may result in failed transactions. Please follow these steps for troubleshooting: • Clear your browser's history, cache memory and cookies; • Make sure that your internet connection is stable and that you are not using any proxy servers or public networks; • Make sure you have the newest version of your internet web browser installed; • Check for any add-ons or restrictions of your browser that might be causing the issue and disable them, if any; Once you go through the above steps, please allow a 48-hour period to pass and you may re-attempt your payment for a smaller amount. If there is anything else we can assist you with, please let us know. Best regards, ******* NETELLER Team"

I have cookies enable, ad block disable and cleared cache, cookies and full browser history everything before trying and tried from Mozilla Firefox and Edge. I also fresh installed chrome and tried too. No luck.

But I feel I have figured out the issue and it seems to be a technical glitch at Unibet's website. See my next post for details.

@JeppeL created a case with Neteller support with the below message.

Hello,

I am having an issue with depositing on Unibet poker through Neteller. When I enter the Neteller account id on the Unibet deposit page I get the error code of "Your email address is not valid please try again"

I have been in touch with Unibet support and they have asked me to just make sure if Neteller is aware of any potential restriction/error leading to me not being able to deposit through their Neteller onto Unibet.. Since they are not finding any issue on their end.

Thanks and Regards,

My Real Name

@JeppeL was just heading to Neteller support and came across the deposit through site merchants transfer code in Neteller. Does Unibet allow that and could I try that? Would require the Unibet merchant transfer code to do so.

@JeppeL Yup you got it Jeppe. Emailing Neteller now and asking if there is any issue why I can't deposit with Unibet and sharing the details of the error.

Thanks for your speedy response. Have not forwarded the emails I send and received in pm was about it but won't now that you already responded.

Will keep you updated to what response I get. Will use your line regarding "any potential restriction/error leading you to not being able to deposit through their system"

Side note if this fails too maybe it will be worth a shot changing my email address on Unibet to match the one on Neteller. Just a thought am putting out there.

-_-

@JeppeL  I just received a email from Ms. Anita from support asking me if I had contacted Neteller support. I informed her that I have not since everything on Neteller is verified and I was able to deposit from netbanking to Neteller no problem. The problem is I can't deposit or withdraw from Unibet and the errors are on Unibet's pages. 

Also that this is the same email addresses and Neteller account I have always used and the problem happened after Unibet switched to a new payment integration system and the errors is on Unibet page. Could you please talk to her and explain the issue in detail. I am not sure if she had the screenshots or my previous email sent from the Neteller email address. 

Sending you the email I received and the response so you can follow up. Please do so since you are fully aware of the issue. 

I will contact Neteller support if need be but what should I ask them. Since all the personal information is correct and the account is verified as shown in the screenshots. Let me know. 

Thanks. 

---

@JeppeL wrote:

@-_- Thank you for the PMs, from our side it still looks like you need to do a deposit before being able to withdraw back to the same method. I've handed it to the Payments team and asked for the next step in trying to solve this, I'll keep you updated when we hear back.

/Jeppe

---

@JeppeL   I would deposit no issue as you know before can make a withdrawl. In the last screenshot I sent you, you can clearly see I have the 15Euros in Neteller ready to deposit. But I can't deposit until Unibet verifies that email address. Can you inform the payment team if they would like they can send me an email on the other email and I will respond saying whatever they like or I can send them an email from that email address if they want asking them to verify it.

Jeppe please see my pm and sending you 4 screenshots:

1) Neteller with email address visible

2) Neteller showing account status as verified with account id visible showing the deposit from netbanking of 1500INR (15 Eurors+) ready to deposit once the email is verified by Unibet.

3) Unibet Withdrawal Error: "You need to make a Neteller Deposit with this account before you can make a Neteller withdrawal"

4) Unibet Deposit Error: "Your email address is not valid please try again"

Will go ahead and send this full message to the support Unibet email since in pm on here it reduces the quality and can't zoom in on the screenshots. So copy pasting this message and attaching the 4 screenshots and sending it by email.

Will do one more thing which is I will send it all from the other email address the one used for Neteller that needs to be verified by Unibet.

Hope this all helps in solving the matter. Request you to kindly follow up with the payments team with all this information.

Thanks & Cheers.

@JeppeLHave sent the email screenshot as requested to you in pm.

@ReCorpHsorry for the delay I finally got around to doing it today but it is not allowing me to deposit either.

I already put the required amount in my neteller account from netbanking no issue, but when I look to deposit money on Unibet using Neteller and enter my account id I get the error of "Your e-mail address is not valid. Please try again."

As i had originally explained to Unibet chat support weeks back my email address for Neteller and Unibet are different but they always been that way and I never had a problem, and the issue is clearly at Unibet's end since Neteller everything is verified and working. Email addresses for Neteller and Uniber have been same as always no change made ever.

Please look into the issue further. Since I can neither withdraw or deposit through Neteller as things stand.

@ReCorpH sure will do so...will take me a few days to get around to it...will tell you when I deposit.

@ReCorpHAhhh well that explaints it then. Thanks for the explanation and response. Its is what I was looking for an explanation of why it was so 😃 . No need to compensate, I will go ahead and deposit the minimum using Neteller and pay whatever the fees are. I just didn't want this to be something I had to do every time I needed to withdraw funds.

As for the additional fees I looked it up again just to confirm and Neteller processing fees is charging 2.5% on netbanking. But when you go to the next step it forwards you to the payment portal in this case its called dlocal.com thats where another 31% of processing fees is added on. To make it a total of 33.5% in Fees :puking: . But its not a big amount on the minimum deposit amount of 15 euros just to make Unibet be introduced (i.e. reintroduced to my Neteller account may both remain good friends hereafter 👼 ).

Once again thanks for your help. 👍

---

@Joco wrote:

---

@laifstaile wrote:

i think it is safety reason...

this way u connect your neteller acc to ur unibet acc....

i for example can deposit by visa but witdraw by direct bank because for some weird reason my visa do not have option to get money only give

---

You are correct as all payment options require an initial deposit in order to confim their safety.

But you didn't carefully read what he said in his post. He has already deposited with his Neteller account in the past so he should be able to withdraw money without any trouble.

@laifstaile  the reply by @Joco is accurate. As mentioned in my OP have used that Neteller Account for my initial deposit/deposits thereafter and all my withdrawals. It's the only deposit/withdrawal method I have ever used on Unibet

@Joco "should be...without any trouble".True but currently with that error for Neteller, I basically have no withdrawal options available

Hopefully @Stubbe-Unibet or @Jeppe-Unibet or one of the other mods can chime in here and help

Thanks for the responses. 

So I was looking to withdraw funds to neteller and I get the following error message on the withdrawal page: 

"You need to make a Neteller deposit with this account before you can attempt a Neteller withdrawal."

I have only used one Neteller account for deposit and withdrawal and its been my only deposit/withdrawal method used several times before. I contacted support regarding this and the chat person assured me it would get sorted out. He first asked me about if my neteller email address was changed or unverified. It wasn't its always been the same and verified, I checked and confirmed this. He further asked me to check my neteller account was active, verified and working which I did and confirmed that it is (by logging in and checking during the chat).

So the problem is at Unibet's end. Long story short support email's me a few days later with no explanation at all but just telling me I should go ahead and deposit the minimum amount using neteller before I can make a withdrawal.

Normally I would take no issue with this but I currently don't have the minimum balance to deposit in my neteller account, and would have to use netbanking to deposit into neteller first. I was about to do this but the fees are kindoff crazy right now. Official processing fees of neteller is 2.5% but the payment portal is putting around another 20% on top of that. 

So can this issue be sorted by Unibet or should i go just go ahead and take the 20%+ processing fees hit?

Thought I would post here since the moderators here have always been helpful and got quite a few issue sorted, so figure I give this a last shot.

Thanks.

So just to be helpful to others having the same issue. I got a hold of live chat and the representative had this to say about the current issue.

"I'm very sorry but there's a temporary technical issue on site, our teams are working on it to fix it as soon as possible. We are very sorry for the inconvenience. This may be resolved automatically tonight, if the issue persists and you feel you should have received a refund , then please let us know tomorrow morning. Your understanding is appreciated in this matter."