Unibet - bull:Heart::Hearts::Heart: bonus

[hjurcic]

I deposited 200kn. And played BlackJack live, without bonus activated on that. Now, when I want to withdraw money it says I have main money 200kn and bonus 123.70, but that is not correct. I did not activate any BONUS game on BLACKJACK!!!!!

I got some idiot Marco who just replied: "Kindly reach our customer service department from Croatia. :)" but there is no customer servis department in Croatia from UniBet.

Who is that idiot Marco? How to complain about him? He is not to be working at support as he only replies he cannot help and discontinue the chat

Hrvoje: I deposited 200kn. And played BlackJack live, without bonus activated on that. Now, when I want to withdraw money it says I have main money 200kn and bonus 123.70, but that is not correct. I did not activate any BONUS game on BLACKJACK!!!!!
Marco: Welcome to Unibet!
Hrvoje: Hi Marco
Hrvoje: my userID: 113236939
Hrvoje: please correct the error from your side and allow me to play with my well earned money...
Marco: Hi there, I can check it out, for security reasons can I please have your date of birth, home address and e-mail address? 
Hrvoje: 1xxxxxxxxxxxxxxxxxx

Marco: Just a second please. :)
Marco: Please be advised you are on The Netherlands live chat at the moment.
Marco: Kindly reach our customer service department from Croatia. :)
Marco: Have a great day!

Marco,has disconnected.

 

About my problem: Why is my money that was earned on BlackJack as Bonus money but there was no Bonus play for BlackJack this days??
So I deposited 200kn, and on BJ earned 100kn, and that money is put on BONUS, and it shouldn't.

Please allow me to withdrawal my hard earned money.

[RayL]

Hi @hjurcic, welcome to the Community :)
I'll do my best to clarify what's happening here so, On the 2nd of December you accepted a Bonus in which if you deposit, you would receive Spins on Starburst.
The Bonus stayed active for all this time, including up to the moment you deposited 200 HKR, this morning at 11:55.
This was the deposit that activated your bonus accepted on the 2nd of December, and after the money that you've played in Live Casino, was actually not your deposited Cash (which is still untouched on your account) but the Bonus money that you got from playing the Free Spins on Starburst. Hope this sheds some light over that you actually did have a Bonus active on your account when depositing., I'll leave the terms of that Bonus accepted on the 2nd in the Spoiler below:

Be quick to get your Deposit Bonus

The snow from the Advent blizzard is starting to build up. Today you can build up your account balance too!

Deposit €20 today and you’ll get yourself a 10 Free Spins on Starburst. Be quick though, like every Advent Calendar offer, this will only last one day!

How to accept your offer:

1. Go to the Bonus Offers section of your account
2. Activate your Deposit Bonus
3. Deposit and start playing!

Terms & Conditions:

• Get a 10 free spins on Starburst  if you deposit €20.
• To receive the bonus, you must Opt-In and make a deposit of at least €20.
• The bonus is bound by wagering conditions that you must meet within 30 days from the Opt-In date, before being able to withdraw the winnings.
• The bonus can be played on all products with the exclusion of Poker and Supertoto/Superscore. However, all products contribute differently towards the wagering. The weight contributions are the following:
• Live Casino 25x
• Casino 25x
• Games 25x
• Sports Book Pre Match 6x
• Sports Book Live 6x
• Bets place through mobile devices count.
• When the wagering conditions are met, the bonus money will be converted into cash money.
• Casino games wagering contribution: all Table Games and Video Poker count 10% towards the wagering. Slots count as 100%.
• Live Casino wagering contribution: All Live Casino games count 10% towards the wagering.
• The minimum odds requirement to complete the wagering are 2/5 (1.40).
• All unused bonuses will be voided after 30 days from the Opt-In.
• Unibet reserves the rights to cancel the bonus.

Since you played Live Casino you actually started to wager the bonus money from the Spins.

As a solution I could offer to cancel you the bonus, however, it wouldn't make sense to just lose money in my opinion. as if I cancel it you would lose the Bonus Money that is rightfully yours. Wouldn't you like to try and wager it?

And finally, your experience with Live Chat this beautiful morning. I can't blame you for being pissed off by it and I know for certain that there are better ways to redirect a player to the relevant team. I honestly apologize for the chat you had. It's no secret to me that the Dutch lines are the busiest we have here, I remember when I was still a chat agent, we used to get the "overflow" of Dutch chats that the team couldn't handle in time. This being the reason that my colleague redirected you to the relevant team, which is the international Live Chat line. I agree with that decision as I'm sure that they are busy but you are perfectly right in saying that this could have been handled better. I will contact the colleague's team leader and suggest some improvements in this area. Thank you for your feedback.

/Ray