JSS Posted March 8, 2021 Share Posted March 8, 2021 On Thursday 18 February I placed a bet with Unibet.co.uk on Forest Green Rovers to beat Newport County at odds of 2.60.The next time I logged back into my Unibet account (after the match had been played) I noticed my account balance was lower than I was expecting. When I checked the bet history I found the following:18 Feb 2021, 15:32:29Bet type Full Time: Forest Green Rovers Stake: £238.16 Odds ((2.60)) Status Void Payout £238.16 Result: 0-2 Reason for voiding: Stakes refundedI had not been sent an email to say that my bet was void and I followed the game in the belief that I had a bet on the game and I thought I had won. I went on to the Unibet customer chat and he said: "im afraid these decisions an be made at the discretion of the traders at any point" but I am pretty sure the Gambling Commission does not allow operators to just cancel a bet after it has been placed just because they feel like it and without telling the customer. I will also point out that 2.60 was lower than the odds Forest Green were trading on Betfair (which was 2.70), so the odds were not out of line with other bookies. The agent then told me to write to Unibet's UK support at info-uk@unibetsupport.com and I did so on 23 February and followed up again on 3 March. I have had no response from Unibet - not even an acknowledgement that my email of complaint has been received - and am becoming increasingly worried that no one is even looking at my complaint.In summary, it is not okay to void a bet after it has been placed without warning the customer. You should only be able to void a bet if the odds are clearly wrong (a palpable error) and you need to do that before the event starts AND inform the customer you have done so. In this case, there was no reason to void the bet and it should be paid out as a winner. Link to comment Share on other sites More sharing options...
FunckyFish Posted March 8, 2021 Share Posted March 8, 2021 Let's hope @ReCorpH can help you with this since is wrong what happened with your bet. Link to comment Share on other sites More sharing options...
Jami-Unibet Posted March 8, 2021 Share Posted March 8, 2021 Hey @JSS,Could you double check the email has gone to the right address and also give me the coupon ID? I will look in to this. Satisfied with the community? | Read our guidelines? | Meet the team | Seen our latest blog posts? Link to comment Share on other sites More sharing options...
JSS Posted March 8, 2021 Author Share Posted March 8, 2021 Yes, the email has definitely gone to info-uk@unibetsupport.comThe coupon ID was 3334804240 for my main bet and 3334802012 for the Uniboost for £20. Link to comment Share on other sites More sharing options...
Jami-Unibet Posted March 8, 2021 Share Posted March 8, 2021 Thank you @JSS, I'll follow up on this. Satisfied with the community? | Read our guidelines? | Meet the team | Seen our latest blog posts? Link to comment Share on other sites More sharing options...
JSS Posted March 15, 2021 Author Share Posted March 15, 2021 Hello, it has now been a week since I posted on this community forum and nearly four weeks since I made my initial complaint by email. I can't see why it is taking so long to resolve this. Link to comment Share on other sites More sharing options...
Jami-Unibet Posted March 15, 2021 Share Posted March 15, 2021 Hey @JSS, I've raised this with out traders, I'll push for an answer and update you ASAP. Satisfied with the community? | Read our guidelines? | Meet the team | Seen our latest blog posts? Link to comment Share on other sites More sharing options...
JSS Posted March 22, 2021 Author Share Posted March 22, 2021 Another week has passed and still no reply from Unibet. I can't believe that this is so hard to resolve. Do you know if anyone in the trading department has even looked at this? Link to comment Share on other sites More sharing options...
Jami-Unibet Posted March 22, 2021 Share Posted March 22, 2021 Hey @JSS, There is an update for that:Please be advised that this match between Newport County and Forest Green Rovers was moved from 2021-02-20 16:00:00 CET to 2021-02-21 14:00:00 CET.Bet was voided due to suspension prior to its movement to its new date.Please note of the Section B.5.7 of our Terms and Conditions:Any event which does not start within 12 hours from the kick-off time as last issued by the governingassociation will be declared void. This includes cases like matches which are postponed due to badweather, crowd trouble or similar scenarios. Exception to this are cases of events whose starting timeshad not been officially defined yet by the governing association at time of bet placement, or thosewhich are moved due to scheduling conflicts/tv broadcasts but are to be played within the samematchday (where applicable). In such cases bets will remain valid granted that the listed event is thenext official commitment from that particular tournament/league/competition scheduled for allparticipants in the offer. Please let me know if this does not clarify the issue. Satisfied with the community? | Read our guidelines? | Meet the team | Seen our latest blog posts? Link to comment Share on other sites More sharing options...
JSS Posted March 22, 2021 Author Share Posted March 22, 2021 So it takes nearly a month to tell me the reason why the bet was voided?Looking at the details of when the game was changed, it is clear that the date of the match was switched on 17 February. You can see that it was reported on the BBC on 17 February - https://www.bbc.co.uk/sport/football/56104931Yet my bet was placed on the afternoon of 18 February (18 Feb 2021, 15:31:49). Unibet had plenty of time to get the details of the match correct but clearly something went wrong.You then voided my bet without telling me you had. If I had known you had voided it because of the match time changing (even though it had changed before I placed my bet) then I could have logged in and placed the bet again. But instead I had no idea it had been voided and followed the match believing I had a bet on it.I don't think this is a fair way to treat a customer. Link to comment Share on other sites More sharing options...
FunckyFish Posted March 22, 2021 Share Posted March 22, 2021 For sure this it's not fair to do like this! Maybe the bet wasn't even voided before the match started. Link to comment Share on other sites More sharing options...
JSS Posted March 29, 2021 Author Share Posted March 29, 2021 Any follow up from Unibet or am I going to have to take this to your ADR or the Gambling Commission? I find it amazing that it is simply acceptabe to void my bet without warning, take a month to explain the reason and then not respond to my perfectly reasonable objection that I placed my bet a long time after the game date had been changed and that this is a Unibet error, not mine. Link to comment Share on other sites More sharing options...
JSS Posted April 1, 2021 Author Share Posted April 1, 2021 I'd really like to get this resolved. Can someone from Unibet please take a close look? Link to comment Share on other sites More sharing options...
Jami-Unibet Posted April 1, 2021 Share Posted April 1, 2021 Hey @JSS,I can check the time when the bets were voided, but all the bets are voided at the same time. I do not know what page our trader uses for the information of the times, and when the information for postponing a match comes in there is still a delay before the bets get voided. I'll raise another ticket and try to have all of this cleared up. Satisfied with the community? | Read our guidelines? | Meet the team | Seen our latest blog posts? Link to comment Share on other sites More sharing options...
JSS Posted April 12, 2021 Author Share Posted April 12, 2021 So another two weeks passes without any progress.I now feel I must refer this to your ADR. Link to comment Share on other sites More sharing options...
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