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How delayed live bets work?


psrquack

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@psrquack wrote:

Thanks for clearing me that. Now if i'm correct an employee wanted to pause the live bet till it starts again but that happened.

"The error was made by a live trader within the sportsbook, I'm neither going to look for a specific name or publish it here, as we never hand out employer details due to past cases of personal threats along with other security concerns."

I also didn't want to know the name only if it was made by a human or a system. Now I know albeit your rules said "but in line with the rules for tennis - which are that all matches played within the tournament framework are to bet settled." if an employee make something against the rules all the responsibility goes to customer.

If this correct:

"All live bets that were mistakenly voided initially, were then re-settled in accordance with the rules for tennis, that a mentioned states that all matches played within the tournament framework are to be settled." then could you please answer:

-if it was re-settled why didn't appear in my ongoing live bets section?

-if it was re-settled why didn't appear in my betting history?

-if it was re-settled why couldn't I find the bet anywhere as a running one?

I appreciate your help and answers @JeppeL .


Don't give up @JeppeL , @RayL , we reached the half way point, but I still have questions. Please  help me understand what happened with your answers. Thank you!

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@Livertool wrote:


@psrquack wrote:



Don't give up @JeppeL , @RayL , we reached the half way point, but I still have questions. Please  help me understand what happened with your answers. Thank you!


Only half way point? Got to get beer.... :laugh:


The thread was supported by beer companies.🤣

Currently I have 3+2 questions. If they can give me proper answers supported with TC sentences then only 3 posts remaining (1 will contain the answers to  the already mentioned questions, my post about the remaining 2 and the answer), but I feel we've reached the point when I won't get any relevant answer anymore.

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There's a big difference between "doing something against the rules" and  having a settlement error.
Doing something against the rules vilifies this whole situation and it does not reflect the truth, it's an error and a big difference inmy oppinion. Mistakes happen, no other way to describe it and we truly do our best to fix, adjust, credit, compensate...you name it. I mean you have been around for a while, I'm sure you know what we do here and although I know that you're not our biggest fan when it comes to Customer Service, the guys do theit very best to help our players as well. Left you some rules in the spoiler below.
What the rules say is the way we operate as a company, they are there to protect our players and ourselves at the same time.

https://a1s.unicdn.net/polopoly_fs/1.1186001.1558085098!/menu/standard/file/Kambi%20TC%20v1.7%20-%20English%20.com.pdf

A.6. Disclaimer and Priority
1) Unibet reserves the right, at its own discretion, to adjust a Payout credited to an Account Holder’s balance if it is obvious that the Payout has been credited to the Account due to an Error.
2) In order to adjust any inaccuracy in the Account Holder's balance following amounts credited due to an Error, Unibet reserves the right to take any necessary action, without prior notice and within reasonable limits, to adjust the Account Holder's balance through the reversal, amendment or cancellation, of any subsequent transaction on the Account Holder's account.
3) Any complaints/disagreements towards settlement of any bet offer, should reach Unibet within 14 days of the initial settlement to require a full investigation. All other complaints will only be considered if indisputable evidence of an inaccurate settlement is presented by the account holder. Such evidence will only be taken into consideration unless it is in any way attributable to situations as described in. 4) Unibet reserves the right to suspend access to the account until it completes any investigations it deems necessary.
5) These rules are applicable to all transactions with Unibet Sports Book, and may be supplemented with other Rules. In the event of ambiguity, priority should be considered in the following order: a. Rules and conditions published in conjunction with an offer and/or campaign; b. Should these be inconclusive, reference will be made to the General Sports Book Rules, unless Sport-Specific Rules declare otherwise. 6) In cases where it deems that these Rules are inconclusive, Unibet reserves the right, according to its own discretion, to settle offers on an individual basis on the basis of equity, attaining itself to generally accepted betting norms, customs and definitions.
7) Adaptations into other languages of these Terms & Conditions, or any other text which can be associated with bet offers, are done for purely informative purposes. Although all necessary precautions have been taken to assure the most faithful rendition of these terms in the specific language, Unibet will not accept any liability for any incompatibility between the English version and any other language. Thus, in case of discrepancy between the English edition and the respective translation, the former will be deemed as binding and will be the basis upon which the offers will be settled.
8) Any data provided or accessible in, from or related to the Sports Book may be used by the Account Holder for private, non-commercial use only and any use or attempted use of such data for commercial purposes is strictly prohibited.
9) Unibet has the right to enforce a term of the contract relating to the Sports Book against any Account Holder.

"-if it was re-settled why didn't appear in my ongoing live bets section?"

Not technically possible to revive an already settled bet, in the sense that if it's settled as a void initially we can't bring it back as a Live bet, all the system allows us to do is either log it as lost, won or void depending on the initial settlement

-if it was re-settled why didn't appear in my betting history?

Please clarify on that question the bet is in your history.

-if it was re-settled why couldn't I find the bet anywhere as a running one?"

Please see first answer.

 

It's no secret by now that information that would have been plentyfull for 99.9% of players is nowhere near enough for you, which on it's own is perectly fine, I want to make that clear from the get go, it's mostly why we are here, well, besides creating, monitoring, manually crediting promotions, taking your feedback, making sure your feedback is heard, bettering the community in any way we can and a bucket full of other things, but providing answers as well of course. 

I also know that, you believe that riding this dead horse will somehow magically take the betting platform to perfection, and trust me, we heard you! We get it, you want what's best. 
But, I believe and I see @JeppeL  feels the same way, a complete answer was already provided, there's nothing more to disect, and personally I would appreciate it if we can wrap this up once and for all. I have a freeroll to organize :Rofl:

/Ray

 

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Former Community Moderator
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"I also know that, you believe that riding this dead horse will somehow magically take the betting platform to perfection, and trust me, we heard you! We get it, you want what's best. 
But, I believe and I see @Jeppe-Unibet  feels the same way, a complete answer was already provided, there's nothing more to disect, and personally I would appreciate it if we can wrap this up once and for all. I have a freeroll to organize."

My pardon I'm disturbing you whilst creating such an important things like a freeroll when I want to understand how my bet was gone and why couldn't I find it in my history. How could I compensate you and @JeppeL?

"It's no secret by now that information that would have been plentyfull for 99.9% of players is nowhere near enough for you,"

I'm sure you can secure it with source, aren't you?

"I know that you're not our biggest fan when it comes to Customer Service,"

Not really, I admit the work of many CS agents. I'm not a big fan of that type of behaviour bemiring customer instead of doing your job. You answered only 1 of my 3 questions but wrote many columns how do you bored writing and answer, how great job are you doing here and how grasping am I.

Let's conclude the case again:

A worker manually voided my bet albeit there are 2 rules from your TC which prohibit this(72 hours, and valid till tennis competition ends). There is no option in your client bringing a bet visible in the live bet section when it was already voided, but you can resettle it. So your worker's against the rules act may occur a situation, when a customer can't find a bet neither in the live betting history nor in the account/betting history as a running one. Customer can only see that a bet was voided. There isn't any option which can protect the customer or attract the attention that this may happen if the customer bets live.According to Jeppe-Unibet sending a mail to the customer to keep an eye of the bet is not so important as "for the rare instances where this kind of wrongful settlement does happen, that the resources aren't better spent collecting the data and correcting the issue as fast as possible."

That's all guys, now we know which sentences from the TC are valid to this situation, how could this error happen, which options Unibet have to reset the live bet and  in where you can follow your bet if it was voided. It costed nothing but some question. It was worth to try isn't it?

 

 

 

 

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Apologies @psrquack, I'd like to add some things to your conclusion as well as a few more comments :)

When an error is made in the settlement like in this case, the far and away most important part is that we re-settle the bets to reflect the result of the match. It is the very core so to speak of the contract made on the bet, you placing a certain stake on a certain odds and if the result is correct, the winnings paid out. 
You wrote earlier that you feel all responsibility is left to the player, but I'd argue it's opposite - the responsibility is on us to be ready to re-settle all the bets made, as fast as possible and preferably immediately upon completion of the match/event. If we didn't re-settle the bets, then everyone who ends up betting on a correct result would lose out and that is in no way fair.

The bet showed in the history as void, because the error made was shutting down the match as cancelled instead of paused, and thus not as running or active in the bet history.

I agree that it would be nice if an email was sent out, but since having all placed bets re-settled as the match finishes is the main objective, it has to take precedence to collect all bets placed and re-settle them manually soon as possible - the data for that part being collected is a must for the re-settlement themselves as well as the email going out notifying of the change in settlement. 

You are right that this can happen, but I'm glad to say that it's very rare considering the thousands of bets that are settled every day by the sportsbook :)

/Jeppe

Former Community Manager
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