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AndreiBN Rank 26
Rank 26

Hi guys , 

Will try to keep this as short as possible , just wanna highlight some of Kambi's ( Unibet's betting platform provider ) day by day increasing errors and unprofessional system.

In the last months ( or so ) , the number of wrong settled bets , huge period of waiting for some of them to be settled , incorrect information provided , is on a highly waring increase number, at least from my own experiences and from what's i've seen here on the community.

Last exemple is a very good proof of the incompetence of those working there. And even if it's a "system mailfunction" or "system failure" or " humar error", or whatever you wanna call it, it's just getting to that boiling point , where trust in this provider is very hard to have.

Had place a 11fold bet on some tennis matches yesterday in the afternoon. Everything was going well, one of the matches ( Elitsa Kostova vs. Tamara Korpatsch ) started in the evening , but was suspended , due to darkness , almost when the 1st set was done. It resumed this afternoon , with Kostova winning the first set in tie break and , just minutes ago , Korpatsch trying a comeback and winning the 2nd set.

All the other 10 are green , so this was the last one before the bet could be settled. Leaving aside the fact that "cash-out" feature is , from my point of view, at this stage, a joke at Unibet ( too many times jsut getting blocked or susspended ) not to talk about the value you get from it, which is , compared to your competitors, a sad joke.But this "cash-out" discussion is to see another day.So , leaving that aside ( for now ) , about 1 hour ago , i saw that my bet was "settled" as LOST , even tho it was still running the 2nd set.

Korpatsch won the 2nd set and took the match in the decisive one , but on Unibet , even now as we speak , the bet is RED.

How it is possible to have such a provider? This , to me, is unacceptable in 2019, where you have so many ways to check everything. Again, even it's an " error" this has just being pilling up lately and for me it's really hard to have any trust in Kambi, which , unfortunately , leeds to Unibet in the end.

Capture10.PNGCapture11.PNGYoCapture13.PNG

You can see from the screenshot that my bet is placed on match winner between Kostova vs. Korpatsch , and the match just got into the 2nd set at 15:30 ( Romania time ) , but it was settled as LOST at 14:50 ( Romania time ).

Even if it will be the case that Korpatch wins in the end , and bet will be resettled , it's about the principal and about the fact that this has been happening a lot lately , and nothing has been done , and it's going in the wrong direction if it continues like that.

@Ray-Unibet  , @Jeppe-Unibet , would like to get , if possible, an email adress where i can send a complaint about this and will happily get back here with the reply i will get ( if i will get any ) , in hopes it will not be the usual standard crap.

"When things are bad, it's the best time to reinvent yourself"
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AndreiBN Rank 26
Rank 26

In the meantime, Korpatsch won the game , but of course the bet is still not settled as it should be on Unibet and shows with the final result as 2-1 for Kostova. What a joke!

Capture3.PNG

"When things are bad, it's the best time to reinvent yourself"
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Livertool Rank 24
Rank 24

Romania has licence based gambling, right? Can't you appeal to party there that grant licences?

Just out of interest, cause i wouldn't be surprised that we go to licence system too and i really wouldn't mind if it is done the right way. As i understand goverment set the terms that companies can apply for licence and if both sides agree then they get it. So if we choose to go there, i would really like to see strict rules for these kind of scenarios when mistakes happen over and over again. Might drop some providers that ain't willing to do go by book but good riddance then Very Happy

Atleast Sweden has already cancelled some providers licence for breaking the rules. Which is good but otherwise they did terrible job setting terms for licence Smirk

This is financial business so imo it isn't too much to ask that things run like in banking and you wouldn't have to worry about your money all the time.

To bet or not to bet, that is the question.
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FunckyFish Rank 13
Rank 13

There are a lot of problems with Unibet's provider but I don't think they care. I've saw on a forum that traders from Kambi were stealing money from their clients, probably also from Unibet. Who knows...probably that correct score was good for somebody @AndreiBN  Smile)

Normally it was that on every mistake the sportsbook to reward extra the player...

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AndreiBN Rank 26
Rank 26

@Livertool , for sure i will , at least, send some emails , but i don't have much trust in those people either. They are not really working in customer's interest , so my hopes are very limited.

@FunckyFish , yeah , i've read some stuff about that as well. But those cases seem a bit complicated , as you need some solid proofs of that , but i would not be surprised at all if they turn to be 100% true.

For me it was just mindblowing to see how on earthe they can settle a bet while the game was way still going? I really don't care about their excuses they will come up with , it's just extremly poor competence from their side if they allow things like this to happen. And even more, after more links sent to them about this game , they would still not admit they were wrong and took several hours to change it, also with the wrong result in it.

Anyways, i'm waiting for @Jeppe-Unibet or @Ray-Unibet to folow up on this in the upcoming days and i will take it from there.

"When things are bad, it's the best time to reinvent yourself"
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Livertool Rank 24
Rank 24

@AndreiBN wrote:

@Livertool , for sure i will , at least, send some emails , but i don't have much trust in those people either. They are not really working in customer's interest , so my hopes are very limited.

 


Yeah, dealing with goverment officials can be really frustrating but good that some will take the effort to even try. Just maybe if enough peeps would do it, pressure would get high enough that things would change someday. Those officials atleast have tools for it like fines and banning licence. Money talks Very Happy

To MGA to do anything about anything, i don't trust one bit. (if this even is under their regulation) Especially in cases like this when there is not clear scam, just "tiny little mistakes" that eventually gets settled right Smirk But it is what it is.

To bet or not to bet, that is the question.
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maruni Rank 10
Rank 10

Woow that is a huuge error there! Not the error is so shocking, the customer support is terrible.Betting should be like a hobby, should be more fun- thanks for this community, but in the last year Kambi is terrorizing the clients.We have so many nerves because of Kambi!!! Something has to change because also Kambi provides so little options for tennis betting live and prematch.Just look at B__ano or B__fair! You got there all what you could imagine.Ace in the game, double faults in the game,first serve in percentage,etc .Also look at Ef__una who has medical timeour or number of challenges per set by player.I mean that we got our nerves eaten by Kambi's errors but also we have much more odds, options and bets on the other betting sites.Not to say that these sites are sometimes faster than Unibet even if they offer so many bets per match.So Unibet has to do something!

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Moderator
Moderator

Hi @AndreiBN and everybody following this thread.
Boy oh boy, where do I start, right of the bat I feel we need to clear the air, there was indeed an error in Kambi's side, but that is obvious by now. 
To my understanding what happened was that the match was first postponed due to weather conditions to be played next day, and the next day the match was suspended again but this time for a short period of time (about 5 minutes) due to the rain again.

The real issue here is not this though, the error was prematurely settling the bet with an erronated score (2-1) which did not reflect the truth at all as the match was still in play and it should have been still pending. This situation is an accumulated cluster of small errors resulting in this case. 

I have been involved in the case and in getting it settled, so after Customer Service raised the re settlement case to our provider, upon checking the agent found the following information as seen below.

Kostova.JPG

But the above was most probably an error in displaying the actual status of the match or it was manually checked by the provider within those 5 minutes of the second day. The match then resumed, and succesfully finished however the bets at this point had to be settled manually and due to a backlog of other cases it took another couple of hours and our involvement in raising the priority of your case to get it finaly settled accordingly.

There's no denyting that this was an error in updating the scores, in settling the bet and most importantly in reaction time, I can only imagine the frustration you went through in chasing this down which is why I've brought this case (among others) to the attention of our Sports Expert and it will be brought up in the next monthly meeting with the provider as areas of improvement as well as overall company image due to such errors.
Overall this what went down but I am fairly sure that some facts might be missing regarding the settlement it's self and the wrong score displayed however I don't think that going deeper into the nuts and bolts of it would help the overall closing of this case. The Sports expert will be disecting it with the provider when filing this months report, you can take my word for it.

With all that being said, I'd personally like to apologise as well, I know first hand how anoyed you were/are by the above mishap. 

/Ray

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AndreiBN Rank 26
Rank 26

Hi @Ray-Unibet ,

First of all, would like to thank you for your reply and your hard involvment in this case ( any all the others in the community ), it's really appreciated and obviously it's not your fault nor anyone's here in the community for the incompetece of some Kambi and Unibet's employees.

But i am far from being , even a bit , satisfied with the outcome of this issue. The long waiting time for a reply , the complete ignorance about a very serious issue puts me a bit off when it comes to Unibet from now on.

Honestly , i don't give a crap about Kambi and Unibet's monthly "development meetings" , because it's just some dust thrown as a PR scam , so that we have the feeling that our voice is being heard and things will change. The truth is that things are not changing , at least not in the players benefit. I/we have been hearing these things for many years and the result is just something like : " Fu*k off, we don't care about you or your problems!"

What i demand is an officiall respons from Kambi ( via Unibet ) on how it was possible for an ongoing match , at 0-0 , to be settled as a 2-1 final result? 

I know a few things about sports betting platform and so on and for sure this was not an system error, this was something else. And if was a "humar error" would really like to get an officiall response on how was that possible? Who can make sunch a mistake, cause for me it is mindblowing to settle a 0-0 ongoing match as 2-1. There is no logical sense to it.And i also know that once a bet it is settled as LOST , it can either stay like that or reverse to WON ( if an error occured ). It can NEVER be showed as PENDING again, like it was in this case. 

Like i said before , this issue is just another one in a very long row of recent "human or system errors" from Kambi , so Unibet needs to do something about it if they want their imagine not to go downhill like it is happening now.

Even if this is a drop in the ocean i will continue to send emails to all the authorised authorities about this case , and even if Kambi is such a big player on the market and i know they don't give a crap about my complaint , i will not stop until i get some REAL answers and some REAL changes will be made when it comes to MY money , MY time , MY sanity. And who know, maybe in time more players will realise that they can do so much more if they get together and they maybe will realsie that betting companies and sports betting providers are not GODS , things will eventually become BY PLAYERS, FOR PLAYERS. Until then , those monthly meetings between Kambi and Unibet where they just have a few snacks and a good laugh are just a waste of time for us , the players.

To be continued.....

"When things are bad, it's the best time to reinvent yourself"
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FunckyFish Rank 13
Rank 13

Do you think any company will say that they are making mistakes because they have bad employees that have small salaries?

No!

But when you make a mistake you must pay to keep your players. 

 

 

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