Help??? Contact???

[ahojjjjj]

Hi,

Hopefully someone here can help me with my inquiry because it seems that live chat is not the best option for solving issues. 

I wrote in to a live chat service representative over 48 hours ago when a strange movement to my account was made. I had cashed out a bet and the money was added to my account balance. I am confused by this as I had cashed out the bet for SEK 226 and the money was credited to my account, only for it to later be subtracted and a message sent to me that the bet was incorrectly settled because one of the bets on the ticket was incorrect. How is this even possible? Once the cashout was confirmed, it shouldn't matter the actual outcome of the bet. That's actually the whole idea with the cashout option... that you cut your losses/winnings.  What's up with this? Also, why have I not been contacted about this after reaching out to live chat support? They said I would be notified about this, but nothing. 

If someone could please help me with this, I would really appreciate it. The bet was placed at 13:41 CET and involved a tennis and football double with acombined odds of 2.4.

Thanks in advance. 

J

[BonusPater]

Well, the cash out depends on the odds and settlement of these, so if the traders made a mistake and gave you a wrong cash out price, it doesn't matter if you already cashed out the bet.

If the price was correct at the time of doing the cash out, the cash out obviously shouldn't be cancelled, but I'm sure that's not the case - and if it, it's gonna be corrected :)

[ahojjjjj]

Ya, I'm not really seeing it the same way. If I accept a lower price than what is right, it's not like they go "oh, by the way... we forgot to give you a bit more. So here, have some extra cash." The cashout has a processing time to ensure that things are correct and has to be approved. Even if the price was for some reason wrong... I requested a cashout that was approved and carried out with my betting based off the cashout price. If a later adjustment was to be assessed (which I don't feel should be) surely it would be assessed from the cashout price and not the entire bet.

[JeppeL]

Please bear with us for a bit @ahojjjjj, apologies for not getting an email or anything until now! I think we got some initial information from the Sportsbook which doesn't seem correct, so we're reopening the case asking for them to have another look. On top of that, it seems an error was made in the communication between the Sportsbook and Customer Service, which lead to you not getting a response - we're really sorry about that and I've added a couple of Free bets to your account for the inconvenience. I'll let you know here once we hear from the Sportsbook again!

/Jeppe 

[JeppeL]

@ahojjjjj We heard back from them now, the bet being voided was because of VAR being ongoing at the time of cash out. In the match there was a VAR situation between 13:43:17 CET and 13:44:02 CET, while the cash in attempt happened at 13:43:58 CET. 

It's first time I've seen VAR affect a bet like this, here's from our T&C section C.14.21:

• Any decision taken by the Video Assistant Referee (VAR) which conflicts with the original decision sanctioned by the officials on the pitch (including non-decisions like allowing play to continue before reviewing the video), thus altering the understood state of the match at the time of bet placement, will result in all bets placed in the timeframe between the actual occurrence of the original incident and the referee's final decision on the incident being deemed as void, unless the odds offered on the specific bet offer are unaffected by the use of VAR or have already been accounted for in the odds offered at the time of bet acceptance. Settlement on all other unrelated bet-offers, including those determined by any play between the time of the original incident and the decision following the VAR review, which are not influenced/altered by the VAR decision will stand.

Let me know if anything!

/Jeppe

[ahojjjjj]

@JeppeL Thanks for the response and even the free bets. I'm sill rather confused, as the wording makes things a bit strange. Was the bet settled correctly or what's actually happening with it? I'm assuming the "voiding" of bets placed during a VAR situation is in reference to the actual cash out and not of the bet, but the whole thing still just feels very strange. The opportunity to cash out should be available right away, again... and the VAR decision didn't actually change anything. The goal was disallowed on the field right away by the referee and shouldn't have influenced anything. It just feels as though nothing was voided but rather that the original bet was left to stand but only after everything had been settled through cashout. I mean, my balance reflected the result until a while later when I received the message that the bet was settled in error. If it was really voided, it would make more sense for the item on the bet slip to be voided, or for the entire bet to voided in my opinion.

VAR is clearly going to present you guys a bit of trouble moving forward, but this still seems fishy. It basically just feels like Unibet felt unhappy with the rate it offered and wanted to cancel the agreement. On the flip side, however, if the bet had been correct, no customer would come around asking for the difference because that's what you have cashout for - to settle on a bet before a final settlement is reached.  And I highly doubt I would have received a message saying "sorry, a bet was inaccurately settled and the difference has been added to your account". 

Whatever the case, I at least appreciate your response. Would it be best to just post inquiries here in the community moving forward as I seem to have repeated problems with responses from the Live Chat. If an issue ever needs reviewing by a different department, I almost never receive a response at all. Just feels kind of pointless to contact them if it makes more sense to do it here, where the issue seems to be handled, either by yourself or someone else, in a rather timely manner. 

Cheers

J