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WoodkeFelixMutt Rank 3
Rank 3

I don't understand... I place a lot of money on my number in auto roulette ! this number come out and I don ' t know why I don't receiv my Jackpot winning ! Can you help me to receiv them ? Who should I contact ? (happend once or twice)

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Moderator
Moderator
Hi @BALOU, welcome to the Community. I can indeed see that our colleagues intercepted your chat and double checked the rounds in question however I can see that the agent did indeed double check the bets and the numbers on the spot and provided you with a full explanation over what number was the winning one. The information that you provided seems to contradict the actual log of winning numbers that our provider has registered.
We are more than happy to have a second look at this for you though and in order to avoid an error within our communication here, can you please have a look at your account's history and help us pinpoint the rounds in question where you believe that the payout wasn't correct? You can find your account history by accessing https://www.unibet.com/myaccount/mygamingactivity/casinoactivity.

/Ray

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13 REPLIES 13
Rushbie Rank 22
Rank 22

@Fredrik-Unibet @Ken-Unibet 

"Wise men know their limits. Great men have no limits."
Thunder402
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Moderator
Moderator

Hi @WoodkeFelixMutt, welcome to the Community Smile
We would of course be happy to have a closer look at this, can you please post the time this error you believe happened? As mentioned in the thread you linked in the OP as well, preferably we would need a round ID which you can find in your Casino History here, and that way we can check if there was any error. Can you please have a look at your history and help me pinpoint the exact round in which this happened?

/Ray

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Moderator
Moderator
@WoodkeFelixMutt, just confirming that I've received your private message and sent the bets to be double checked by our provider. Can you please confirm the number you placed the bet on in the meantime? It might be a vital piece of info in this investigation. Thank you in advance.

/Ray
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WoodkeFelixMutt Rank 3
Rank 3
Moderator
Moderator
Thanks for the additional info @WoodkeFelixMutt, we should have an answer by tomorrow end of business hours, I'll keep my eyes peeled for an answer.

/Ray
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Moderator
Moderator

@WoodkeFelixMutt , we've received word from our provider and the outcomes of the bets that you have provided me via private message. 
Our logs don't show the number 17 black in those rounds. By this point personally I don't know what happened, and by looking at the outcomes we know that it's not the case of not paying out a bet. If you do require more information, please let us know below, and in the spoiler I've left the session and outcomes of the spins provided by you in the PM.

Spoiler

Table

Game ID

Start Time UTC

Ended at UTC

Game Result

Lightning Roulette 

15b0bf6f67c7d455d2cc3dab

2019-07-12 19:25:56 UTC

2019-07-12 19:26:36 UTC

0 Green

Lightning Roulette 

15b0bf64e9a33d523f643a63

2019-07-12 19:25:10 UTC

2019-07-12 19:25:49 UTC

4 Black

Lightning Roulette 

15b0bf597aee2d2eac80781a

2019-07-12 19:24:21 UTC

2019-07-12 19:25:04 UTC

11 Black

Lightning Roulette 

15b0bf4d9faedbd1a8abd393

2019-07-12 19:23:30 UTC

2019-07-12 19:24:12 UTC

14 Red

Lightning Roulette 

15b0bf435d809c38151a1df0

2019-07-12 19:22:47 UTC

2019-07-12 19:23:24 UTC

15 Black

Lightning Roulette 

15b0bf38feb624ba6dec43d4

2019-07-12 19:22:02 UTC

2019-07-12 19:22:40 UTC

26 Black

Lightning Roulette 

15b0bf23cebf97d7192c4b17

2019-07-12 19:20:31 UTC

2019-07-12 19:21:09 UTC

21 Red

Lightning Roulette 

15b0bf18df2d870b0c4136ef

2019-07-12 19:19:44 UTC

2019-07-12 19:20:25 UTC

6 Black

         
         

Table

Game ID

Start Time UTC

Ended at UTC

Game Result

Flemish Roulette 

15b0bf05754726578f4487fc

2019-07-12 19:18:20 UTC

2019-07-12 19:19:02 UTC

9 Red

Flemish Roulette 

15b0befb4e19216916483e30

2019-07-12 19:17:37 UTC

2019-07-12 19:18:16 UTC

4 Black

Flemish Roulette 

15b0bef080809252f7a6bffc

2019-07-12 19:16:50 UTC

2019-07-12 19:17:33 UTC

24 Black

Flemish Roulette 

15b0bee5e034b14e822c2d4c

2019-07-12 19:16:05 UTC

2019-07-12 19:16:46 UTC

20 Black

/Ray

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BALOU Rank 2
Rank 2

excuse me. It happendto me 3 times. and twee times with a lightning bonus. gave the information to custumer support .

they really didn't even look at it . the only thing i had was a story with other numbers that fell and on on on.

On juli 24 there was a problem with number 3 with bonus. aroun 11u30 in the evenig. the chat exploded. quickly another croupier took over annd the only thing he did was laugh with it, and told us to contact custumer support. they didn't even look .

For

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Moderator
Moderator
Hi @BALOU, welcome to the Community. I can indeed see that our colleagues intercepted your chat and double checked the rounds in question however I can see that the agent did indeed double check the bets and the numbers on the spot and provided you with a full explanation over what number was the winning one. The information that you provided seems to contradict the actual log of winning numbers that our provider has registered.
We are more than happy to have a second look at this for you though and in order to avoid an error within our communication here, can you please have a look at your account's history and help us pinpoint the rounds in question where you believe that the payout wasn't correct? You can find your account history by accessing https://www.unibet.com/myaccount/mygamingactivity/casinoactivity.

/Ray

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