Baccarat win, but lost, balance 0?

[JB888BJ]

Today I was again surprised by online live casino now they cheat in Baccarat? I placed a bet in amount of 55,04 on Banker and I won something like 107 EUR and my balance showed 107 EUR, when I tried to place another bet, it says not enough funds. I reloged a few times and was surprised my balance is 0. I was also displayed as a winner. I don't know what is happening but this is stealing when you win you lose? I played on my mobile I checked on my comp the balance is 0. WTF?

 

I can provide ID proof of my last betting games and you can check it yourself and you will see I won.

@VikingsAF, @RayL

PS: VikingsAF you have some smart ideas. When I won I saw money in balance and seen my name displayed as a winner. But my balance was 0?

[RayL]

Hi @JB888BJ, we'll be happy to look into it and yes please :) an Id of the round would be great in investigating this. Leave it below and we'll get to work.

 

/Ray

[JB888BJ]

@Ray-Unibet

I checked again in history and this is serious strange things happening. Can you check also video where you can see I won 107 EUR, my name was displayed JB3 won around 107 EUR, among other winners (timestamped was around this bettings). From history you can see, when I won I got back only placed bet, lol? The last bet should be win of  around 107 EUR, you get less money because my bet was placed on the Banker, which won and got 9 total it was A and 3 (I think) and 5 come, total sure of total 9. Then I wanted to place another bet, but I got 2 times a message "I don't have enough funds" even tho my balance was showing around 107 EUR.  I was playing on my mobile app, then I checked on my PC the balance was showing 0 EUR?

 

[RayL]

@JB888BJ, apologies for the response time first of all. We have indeed received confirmation that there was an error in the time frame that you posted the rounds above. The refund process has been started, however we would need you to contact Live Chat for additional information gathering in order to finalize this process. Feel free to use this link from the community as well as you have already attached the rounds in question above.

 

/Ray

[JB888BJ]

@Ray-Unibet

Sadly I have to write here again and can't be polite anymore (yesterday I lost my patience, to much is to much). I am writing to solve this problems today, otherwise I will be forced to take legal actions and post on all avaliable forums how my money was stoled. After 10 days passed I still didn't recived my winings, due to some technical issues/error/malfunction. I contacted LIVE CHAT support 3 times so far and nothing has been resolved, the last time I contacted them, they really lift my preassure up. Yesterday support told me I already recived my winings which wasn't true. What kind of practice is this when you state something like that, without any proof? My proof is I can post here my full account history and you can check I never recived this money.

I will link only a few edited conversation from yesterday live chat support. If necessary I will disclosed full conversation. 

If today I recive my money back in addition with huge REIMBURSMENT for my troubles, time, patience, etc, I consider the matter to be resolved, otherwise,....

 

[RayL]

@JB888BJ, I realized the extent of this case the moment you contacted Customer Service yesterday, as I was close to the agent that intercepted the chat and re opened your case. Apologies are in order, as I realize how this looks and at the same time I can't blame you for loosing your patience with the agents and possibly with me here in the Community.
When the report was first sent to our provider, a wrong round ID was reported, a round which did pay out. Naturally everything went downhill from that moment on.
I have double checked the case, and the round in question was indeed sent to investigation and payout yesterday , I am talking about the round with ID 5476202686115940910 in the value of EUR 55.04.
I've personally contacted our Casino executive and had a meeting with our Customer Service Agent as well a few minutes ago and I managed to come up with a solution to this to be solved as soon as possible so here it goes.
The round in question needs to be analyzed first and until it is officially investigated we are unable to add you the premium over the winnings however we (the Unibet Community) are more than happy to cover the "Reimbursement" above mentioned in your post. I have added an "apology" sum to your account now. As soon as the answer arrives from our provider, our Casino executive will attend to the actual winnings that are missing, closing the loop on this case.
I'm sorry you had to wait this much for an update and I am more than willing to take your complaint to a higher level internally if that is what you would like me to do. Would you say that this resolution is fair?
And just as a heads up, I needed to remove the first picture of the chat and blank out some information not related to this case, the colleague mistakenly share one of our colleague's full name, which is not something he/she would like to have out publicly, hope you can understand :happyshy: 

/Ray

[JB888BJ]

@Ray-Unibet thank you very much again for your help, I appreciate it alot. Yeah it is ok I understand and will wait how this will resolve. I just hope they will check their video recordings and will clearly see the wining which I already mentioned. 

[RayL]

There is no doubt about that as it was already checked by our expert and it is confirmed. It's our pleasure to help out wherever we can, when we can. Thank you for your understanding regarding this process and the times required, I assure you I'll keep a close eye on it starting from today and chase this down to a positive/favorable resolution @JB888BJ.

[RayL]

@JB888BJ, I've received confirmation that the funds have been added to your account. Thank you again for your time and patience shown regarding this issue and if there is anything either now or in the future we can do for you, let us know and we'll help you to the best of our knowledge.

 

/Ray