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Didnt get my bonus win


freboh

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Hi @freboh, welcome to the Community :) Did an error happen during a bonus round? Do you perhaps recall the exact time of when this win could have happened and which slot you were playing? You can have a closer look at your account's history through the link below and based on the time we can send the session to be checked by our provider for errors. Are you able to launch the slot or is it completely stuck now?https://www.unibet.com/myaccount/mygamingactivity/casinoactivity

/Ray

Former Community Moderator
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Usually when a round is stuck, a player is not able to continue game play on that slot until our provider manually releases it. Our provider had a look at your activity in the time frame mentioned and they weren't able to find any irregularities, errors of stuck rounds in your session. Everything processed and paid out normally. To investigate this further we would need to provide our partners with an exact game round in which this error supposedly happened. Can you please have a look at your gaming history here https://www.unibet.com/myaccount/mygamingactivity/casinoactivity.

I'd be happy to resume the investigation once we know which round it is.

 

/Ray

Former Community Moderator
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@freboh, we would need to know which was the round that gave the error. Myself and my colleagues had a look at your account and it's history and based on the times provided by you, the numbers don't match the screenshot posted:


@freboh wrote:

I win litte more than 500sek at the Casino Asgard for about 30 min ago. But i didnt get any money WHY ?? Can you check that out please


Your post was created at  30/03/2019 14:27, so we checked the rounds made 30 minutes before that. What we would need you to do is to have a look again at your casino history and try and localize the exact time or round ID when this error supposedly happened. It's worth mentioning that our provider had a look at the overall session from within that timeframe and they didn't spot any irregularities, but we are more than happy to have a second look at a specific round.

/Ray

Former Community Moderator
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  • 8 months later...

Hey Ray..can you help me?

Youve helped me before and ade the only one that ever has (aside from deposit issues)

I had a mission to complete on the advent calender (Bingo - 'the Pitch' room)

I opt into promo.

I deposit and play in the specified Bingo room and complete my mission, more than once.  I look out cor my Bingo  voucner reward, with no sign of it.

I contact support, i wait and explain, i wait a long time, i disconnect chat.

I contact chat later who has zero ability to research this and treats me like im scamming, eventually im given word that some euros will be added to me account (not sure of exact amount i am onky familiar with the canadian and american dollar)

No euros were added.

Im now losing faith and hate to chase a 5 dollar voucher, but i do deposit heavily here and am eager to find results, as i do not want to lose faith in unibet and find myself closing this account which i enjoy.  The voucher chase is causing me to feel humiliated but again, i want it fixed.

I contact support again and wait again in a queue of 17 people. This agent takes awhile but tells me not to disconnect as if to be on the right track.  I wait.  Agent comes back, types a sentence explaining how the account has been looked into..then agent disconnects.

I wait again in a queue of 5 woth an agent who has no indication that i even have an advent calender.  Am left waiting too long agai ..finally the agent comes back with her reasoning for not easily..or at all finding where my issues are.

Im told advent calender isnt available to canadians.  Final answed

I assure u there is one, day 1 i received ten spins on book of dead on my advent calender and used them.

I told them i will go to the community and contact Ray.

Help me please, id hate to lose my unibet simply based on lack of help with issues.

Thanx

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Hi @misskrystal4, thanks for reaching out to me. It's no secret that these days it's extremely busy and sometimes getting the information you need or having something fixed quickly seems next to impossible. I know first hand, he have our fair share of increased traffic these days, not complaining though, the more the merrier I say. Anyways, I can se

e that you have indeed accepted Advent Bonuses and the confusion here and why my colleagues mentioned that you're not eligible to the Advent is tied to the new regulation in Canada. I remember your country went through some sort of re-regulation of some sort. Sorry for sounding vague, I'm not the well versed in this.

My Bingo colleagues seem to be out of office, so I've did the next best thing and added you a 5 euro Bonus as a sign of our good faith, hope that helps. Please let me know if there's anything else I can do for you.

 

/Ray

Former Community Moderator
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  • 5 months later...

Heya I can't figure out how to post my own issue.  I'm having a major issue with verifying since the 14th of May and the chat is not helping at all.

ive been depositing, withdrawing, verifying without issue for over a year.  This last withdrawal attempted was followed by a visa/ debit card verification request.  No problem, I upload the requested documents.  A couple days passes I contact support which becomes a daily routine for a status or some action, it wasn't until after I communicated many times before someone told me to send in bank statements.  So with help from an agent to ensure I do it properly, I sent in both screenshots and PDF versions of my statements.  I communicate regularly again about this, a chat agent tells me the verification team will not accept these documents either.  There's nothing more I can send or provide.

i need my account verified I'm so upset.  For the obvious issues, and mostly, I don't wanna be unable to fix this account, I love my unibet.

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