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Rank 10
Rank 10

Good day,

You might remember me from this thread. It's a long thread, but the short version is that I had a ton of season bets on the covid-cancelled NHL regular season and Unibet royally screwed me over. They settled bets in absurd fashion ensuring they pocket max money from customers, I had the same bets on other bookies and they got settled them in the opposite (correct) fashion and/or voided them in categories where it was clearly the right choice.

Despite never receiving communication from Unibet after the final settlement even though they promised to do so, I decided to give Unibet another chance over Christmas. It had been 6 months and I was feeling festive over the holidays. Of course I got HeartHeartsHearted once again immediately on literally the first bet I made on the ice hockey world junior championships. I had Bowen Byram over 1.5 points in the Germany-Canada game (betslip 3138188410). He scored 0+2 as you can see in the official match report here: https://www.iihf.com/en/events/2021/wm20/gamecenter/statistics/22720/5-ger-vs-can

Unibet settled this as a loss. Reason being that they didn't wait for the official report from IIHF (quoted above) but instead decided to settle bets based on what the IIHF website's live page said immediately after the game. There was a glitch on the site where many of the stats were missing at the time and most players' stats were only showing stats from 40 minutes of play.

I'm well aware of Unibet's rules and I understand that sometimes annoying stuff happens: For example the NHL releases the official post-game player stats report like 5 minutes after the game, and sometimes they change a goalscorer hours afterwards when they notice that a shot took a tiny little bounce etc. At that point it's too late since the bets are already paid out. But in the WJC games the official report gets released roughly 2 hours after the game, reason being that because of covid they don't have NHL level people taking care of stats in real time. At the side of the rink there's literally some random dude who probably can't tell a hockey puck from a football clicking buttons, and the IIHF website real-time player stats are always a mess, and based on these first few games the correct stats always only appear in the official game report that appears on the IIHF website ~2 hours after each game.

Unibet settled this before the report was even released. The page they used was not an official document, it didn't show full 60-minute stats for several players and it had tons of stuff marked wrong. One of those being Byram missing an assist even though every source besides this tournament website one-man-operation already had him at 0+2. Neither of the assists was in any way questionable either.

So this doesn't meet Unibet's criteria of using the first available official document or whatever to settle the bets and any changes made afterwards not counting. The first official report = the IIHF match report had and still has Byram 0+2. There's nothing confusing here. This was on boxing day and I'd guess you had some christmas intern trader clicking buttons not realizing that the WJC is not the NHL and you actually have to wait longer than 5 minutes to get the actual results.

Yet here we are again and all I'm getting out of live chat is that "we have contacted the traders and they have confirmed they were wrong but can't change anything because Unibet rules", and then I get quoted the Unibet rules which literally say "first official report", and when I point out this was settled based on an unofficial report (and to be precise, it wasn't even a report, just the in-game website showing several glitches and faulty stats which they very obviously should not have used), the chat person says he can't do anything and the traders can do whatever they want. I asked for a screenshot of what they used as the basis of settling the bets, and it's a screenshot of the WJC page in-game stats and not the official report trololol. Yet still all I'm getting is "sorry lols we're keeping your money anyway".

It's the same old song: Your traders apparently own the whole company and they can do whatever they want. When they screw up (which based on my experience they do a lot), the players have no security whatsoever because all Unibet says is "yeah there was a mistake here, but unfortunately the traders are our gods and whatever they decide is final, we will not reimburse you with anything". This is so crooked.

I'd guess 98% of the bettors had the over here so it wouldn't even cost you almost anything to fix this mistake. You probably paid out two people for a grand total of 23 euros or something for "hitting" the under. This is, once again, scummy af. I'd be willing to bet any amount of money that the absolute vast majority of bets was on the over and the money involved here was not huge at all, meaning that you could easily refund customers for your own mistake and it would cost you basically nothing, but instead you're just pocketing the money.

I currently have 534 season bets standing on Betfair and 0 on Unibet, and this is why. Based on how you scammed me in the NHL season bets already ensured I would never dare to make NHL season bets on your site again, which is why my money is on Betfair, Coolbet etc. Turns out it's total black market bullHeartHeartsHeart on point totals as well and based on this I can't bring myself to wager on the results of literally anything on your sites again since your traders are allowed to make their own reality about what the results are.

As an awesome side note about how you continue to do business: You're also doing a masterclass of sweeping your mistakes under the rug once again. I've been battling with support about this back and forth for two days and when I communicated with them shortly after the bet being settled wrong, they said they'd likely fix it and pay out the funds soon, and if they wouldn't for some reason, they'd contact me. Neither happened. When I finally contacted them 48 hours later they were like "actually we decided to not pay you but we didn't bother to contact you either".

tl;dr:

1) Bet settled wrong
2) Support confirms bet was settled wrong
3) Traders confirm they made a mistake
4) Unibet confirms they'll likely pay out soon, and if not they'll contact me
5) They decide to keep the money and don't follow up either
6) When asked, they confirm they didn't wait for the official report to settle the bets, send a screenshot of said faulty report (lol), and say yeah whatever we're keeping the money anyway ul bro.

In before: "We'll send this to the traders". Don't bother, I know the response will already be that the overlords word is final and there is no consumer protection on your site whatsoever. Feel free to surprise me positively and for once in your lives do right by a customer of 12 years and just issue a refund for a mistake that's very obviously yours.

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Moderator
Moderator

Hey @ChuckBassPoker,

This doesn't sound right at all and is not how it should go. If you give me a bit to get familiar with the case and check through the communication and then escalate it to our sportsbook team again to check what is the issue here. I'll give you an update most likely tomorrow if that's fine. 

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Rank 10
Rank 10

Thanks for your message. Fwiw Betsson group settled this as over 1.5p as well. You're the only site who made this mistake.

Based on my experience it'll be absolutely fruitless to contact the traders because they want to save their own asses and never own up to their own mistakes. I had this same experience over and over and over with the NHL season bets and it was just impossible to get any sort of justice. It's a pretty HeartHeartsHearted up system when the party in charge of potentially refunding you is the same party who made a mistake to begin with. They have 0 motivation to do that since if they refunded you, they'd have then paid out both the under and the over, meaning that the company loses money, and said trader would likely get into trouble.

There really needs to be some other way to get stuff like this fixed, like an independent third party or a higher-up overseeing things. The thing is that using unofficial results to settle bets probably *should* be a fireable offense but as long as the traders don't refund us here, no higher-ups will notice it because the company just made a ton of money by wrongly settling all the over bets as a loss in a very over-heavy bet. I can assure you justice will never be reached here unless this gets escalated to someone not from your trading team, and apparently there's no way to get your voice heard as a customer because the live chat and email channels refuse to do anything.

Is there a manager or something you could contact? Because I can't get anywhere via normal support channels, and as long as the overlord traders are in charge, this will never get fixed.

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Moderator
Moderator

That's what I'm doing now, I am not contacting our traders regarding this but our Sportsbook managers. Lets see if they can sort this out. Smile

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Rank 10
Rank 10

byram.jpg

FWIW here's the same bet on Nordicbet, settled as a win. It really is just your traders making up their own reality once again. I'm sure they're getting a handy +98% ROI when they pull results out of their ass like this, but you really need to stop them getting away with it. If you finally have a hotline to some manager, please have them to look over the NHL season bets as well since you also owe me hundreds of euros from those (although they are admittedly slightly less clear-cut than this, as covid was unprecedented and it's reasonable to make some errors back then). But this is straight up theft.

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Moderator
Moderator

Hey again,

I 100% agree this is a wrongly settled bet. Unfortunately I doubt I'll get a reply today but I'll get one tomorrow for sure. Smile

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Rank 10
Rank 10

Btw another case of the same issue is happening as I type this. In the Germany - Slovakia game that ended about 15 minutes ago several operators including you were offering the bet: John Peterka (Germany) over/under 1.5 points. I didn't dare to bet on Unibet for reasons I'm sure you can understand and boy am I relieved I chose another operator. Peterka had 0+2, getting an assist in the two last goals for Germany. As of now, 15 minutes after the game, you can see Peterka having two assists in the scoring column but his statline in the in-game stats page (which your idiot traders use to settle bets) still has him at 0+1. Neither of the assists was in any way questionable, the problem is in the delay they publish the official game report with. You may want to ask how they settled that bet, because if they made the same error again, people are going to be mad tomorrow morning. Personally I'm just relieved to have made this bet elsewhere so I don't have to sweat getting screwed again for the umpteenth time this year by your traders.

So when you look to the left of the IIHF match page: https://www.iihf.com/en/events/2021/wm20/gamecenter/statistics/22726/11-svk-vs-ger

It shows Peterka having two assists when you go over the plays goal by goal:

Period 2, 3-3 goal:

ELIAS Florian
39:14
#3 GNYP Simon #24 PETERKA John
 
Overtime, 3-4 Goal:

25
ZIMMERMANN Mario
64:01
#24 PETERKA John #8 STUTZLE Tim


But when you click on "Player stats", it shows Peterka as 0+1 because it hasn't been updated yet, because this page isn't updated by some magical ten-man analytics team like with the NHL. It gets updated when the official report is released. THIS is the issue, and it's not even WJCs issue because it's not like you should expect them to have NHL level officiating, the stats page lags a couple of hours behind and this is even the case in-game when they actually have a person working who's supposed to be updating it. When some dude scores a goal midway through period 1 it gets updated around period 3 etc.

They'll release the official report in a couple of hours and Peterka will be 0+2 there just like Byram was in the case of this thread. But you settled the bets without 1) taking a look at the latest up-to-date information in literally any source, which showed Byram 0+2 immediately the game, or 2) waiting until the official report was released. Instead you used a random IIHF webpage that has a long delay in updating and is not in way official and just chose to pay out unders before they had typed in the results.
 
I'm at a loss for words with how crazy it is I've had to waste two days of my life battling your support over this, but then again I wasted an entire summer with similar problems with your traders and the end result was that I was refunded nothing. So I guess I'm still sweating this one hard as well even though in any sort of arbitration there's not a soul on this planet (Unibet traders excluded) that wouldn't agree it's 100% your fault and a full refund is in order as well as compensation for all the time I've had to waste here (again).

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Moderator
Moderator

Hey @ChuckBassPoker, thanks for letting me know. I've passed this information on to the Sportsbook people and asking them to have a chat with the traders to prevent this from happening in the future. Also the win has been paid to your account as it should've been in the beginning. 

And for the NHL bets, I'll try and tackle that next. Smile

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New member
New member

Me too/ I stopped using Unibet for this reason only to get conned again over Xmas.

Received email saying can claim one free bet per day during the promotion.

Got free bet credited for first loss. I went to do the same with the second, only to find Unibet didn't credit it despite saying it would be credited upon settlement.

Uselessbet would seem to be a more appropriate name for this shower.

Do they deserve another chance or is it time to report them?

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