RayWebs12
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Posts posted by RayWebs12
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BELOW IS AN EXTRACT OF A LIVE CHAT CONVERSATION WHERE MY CASH OUT BET IS NOT BEING HONOURED BY UNIBET. I AM TOLD FOR A "BUSINESS DECISION" THE BET WILL NOT BE PAID, YET YOU ARE FREE TO ACCEPT DEPOSITS AND IGNORE THE RISK THAT PUNTERS ACCEPT WHEN PLACING A BET. WHY IS IT ACCEPTABLE FOR ME TO WIN AND YOU NOT TO PAY, AND FOR ME TO LOSE AND YOU KEEP THE MONEY. I INTEND TO REACH OUT TO IMAS OR SEEK LEGAL REPRESENTATION TO RESOLVE THIS. THE PRINCIPLE HAS TO BE DEFENDED FOR ALL PUNTERS ACROSS THE UK.
Date: 23-01-2023 Chat Transcript
Chat ID: 4878804
Ray: Hi, I cashed out a bet on the 19th Jan @ 00:24:33 for £95.07 and i haven't received it yet, can I ask when will this be processed. Coupon ID 5X08X7XXXX My name is Ray Webber- XXXXXXXXXX EMAIL: XXXXXXXXX
Ivanna: Hello, welcome to Unibet customer support
Ivanna: Hi Ray.
Ivanna: Thanks for the details.
Ivanna: If you don't mind waiting a moment, I will check it for you now.
Ray: Sure, thank you. I got disconnected previously and was told it could be seen on my account.
Ivanna: Can I also confirm your date of birth please?
Ray: 28/1X/19XX
Ray: 28/1X/19XX
Ivanna: Thank you, just a moment while I’m checking your account.
Ray: Ok
Ivanna: Thanks for waiting, The bet was placed with casino bonus funds and bonus was cancelled due to business decision, unfortunately the funds are lost.
Ray: What does that mean, a 'business decision'. I won the money fairly
Ray: You are obliged to pay out under the 2005 Gambling Act so I'm offering you the chance to remedy this mistake
Ivanna: Please see the T&Cs of the bonus:
Ivanna: Unibet.co.uk promotional offer.
4. Unibet reserves the right acting reasonably and without prior notice and in accordance with its eligibility requirements, bonus abuse policy and internal trading risk policy to:
a. withhold, restrict or cancel this Promotion from individual account holders; and
b. reclaim any bonus funds, enhanced payments or winnings from bonus funds.
Ivanna: I am very sorry for the inconvenience, Raymond.
Ray: None of that applies
Ivanna: If you wish to raise a complaint here is the link https:
//www.unibet.co.uk/general-info/terms#section-30
Ray: You did not cancel the promotion, you didn't reclaim the bonus funds and reclaiming the winnings is not acting reasonably
Ivanna: As I mentioned to you above the bonus was cancelled and the bet ID 540827XXXX was placed with the bonus funds.
Ray: I won't be raising an internal compliant only to be brushed off, I shall forward this message to my solicitor and you can pay his legal bills too.
Ivanna: Raymond, I wish I could do more for you, but the decision was taken by the different department.
Ivanna: Is there anything else I can assist you with today?
Ray: Please give the name of the department, my solicitor is going to need it
Ray: And the address please
Ivanna: All complaints must be sent to the : info-uk@unibetsupport.com
Ray: I will be posting this on social media, its shocking behaviour. I have bills to pay too.
Ivanna: And it will be forwarded further to the respective team.
Ray: The postal address please
Ivanna: further*
Ray: What is the name of the department please?
Ivanna: Security department.
Ray: Security!
Ivanna: Have a good evening, Raymond.
Ivanna has disconnected.
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Live Chat Complaint - Unibet don't pay!
in Help & Support
Posted
Yes it was, fairly won. I have raised a compliant but as yet have had no response from the Compliants Department so will move to eCORGA shortly