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Release notes 3.0 (redesign)


Stubbe-Unibet

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First, i like new "add chips" and "fold to any bet" button. Biggest problem is the players and the chips are

too close to the table  centre. It´s like 6 people sitting around small table and their foreheads touch each other.

I suggest to move them as far as possible from the centre. Would be nice to have the back of the cards colour for example red. "Flops seen" is now disappeared, i heard from next week it will be "hands played", that is awesome.

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@koer, welcome to the community and appreciate the feedback! Main challenge with moving things away from the table is the fact that we're using same UI for desktop app and web, and on web we got the hand widget in the left side, which takes up some space :)

Check the latest poker release notes. Have a look at our poker promotions

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Hey @Stubbe-Unibet 

You've probably received some similar feedback but here are my thoughts after one night of playing on the new software:

positives:

I think the main lobby is quite fine actually, and what i like the most are the new filters and the favourites option which will be helpful when you play the same schedule everyday. The filters should be enabled to roll to the side/hide entirely once used to keep the lobby as simple as possible. I also agree that the tournament status column is slightly too wide compared to the rest.

Negatives:

I like keeping my tables as plain and simple as possible, but the new ones seem to be heavily overloaded and illegible, especially full rings are total chaos. 

Players positioning used be somewhat tide, but now they almost pop up randomly at any free space.

Tournaments labels are doubled, one on the title bar, one on the table, this should be switchable.

Tournament box overlaps with one player, half covering casino tabs which creates even bigger mess. Box itself should be slightly bigger/horizontaly positioned I think, and it should cover the tabs entirely or they should be enabled to hide, however I understand you wanna keep them displaying. 

Checkbox "fold to any bet" is poorly positioned as well.

Card backs don't look too well, neigher consistent around the table, nor plain enough not to distract when multitabling.

I think if the table image was to moved up in the window a bit, it would create some space below it to fix most of the above issues. 

Best Regards!

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Hexapro bugged out for me. I was playing to tournaments and decided to take one Hexapro at the same time. After 10 minutes of waiting I left the que because there was no other players. I didn't get the buy in back so I went to my history. It had started the game but did show me only the starting screen with no other players at any time. I went to customer service and they gave me zero help. Now I've been waiting for 3 hours to get a reply through email.

 

I think I'm heading to other sites now. No idea financing a site which doesn't care about their customers. 

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@Pionrj take a deep breath my man :) We certainly care about our customers, and I am sorry you experienced this issue! I have refunded you the buyin in bonuspoints, which you can use in the shop :)

It is normal procedure that CS escalate compensation requests so they can be looked at by us in the poker team.

Check the latest poker release notes. Have a look at our poker promotions

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I'm breathing very deep. Super deep when I have to open your online support. It's always the same thing. They promise me an answer and I've never got one. All the refunds/compensations comes after contacting them at least two or three times. It feels like I have to beg for something that already belongs to me. It can't be so hard? You've got all the tools to check these things out. It should be enough that I inform you about the problem, what happened etc, and you'll fix it. But no, it never goes that smoothly. Not like you're having a ton of issues but every time there's even a little one, it's made to be a size of Mount Everest.

Yeah, this is frustration. But I feel it's 100% justified when I need to work more than your employees when I face an issue in your site.

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@Pionrj Can I ask how quick you are to follow up with Customer Support on your request after having originally made it? I totally agree that the process should be as smooth as possible where you get a reply without asking for it again, but saw you mentioned here in the thread that you'd been waiting 3 hours for a response. With the general pressure that's on Customer Support daily, I'm not sure we'll be able to beat that time through email, but I'm glad Stubbe was able to handle it through your description of the issue here!
You mention that it always feels like that small issues escalate into something that requires work from your end, are you referring being asked to send in the poker log or screenshots?

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Last time I had an issue with Poker client, I contacted CS three days in a row. Every day they promised me an answer through email. Never got one. On the third day I just had an extra MTT ticket on my account.

 

Same thing happened with sportsbook. No one answers on email. Just a refund suddenly appears to account.

 

That's the problem. You ask for emails, logs or screenshots via email. But you never answer them. Problems are solved randomly in day or a week. The plus side is that it's always solved but the pace and style is underwhelming.

 

This time I posted after three hours here just to make known this bug. Didn't really expect the issue be solved through this forum.

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@Pionrj, if that's the case, I understand your frustration, at least to some extent :)

 

I have looked at your account and can't see the issue you're talking about. I can see you contacted us in the afternoon the 2nd of August. Late afternoon the same day, the ticket was added. Early next morning you were informed by email. If there's been contacts prior to that, where they agent didn't create a ticket for it, I can investigate further.

 

Vast majority of poker cases which are escalated to the poker team, they are handled within just a few hours, and it rarely takes more than a day, unless it's a really complex issue.

Check the latest poker release notes. Have a look at our poker promotions

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@Pionrj wrote:

Last time I had an issue with Poker client, I contacted CS three days in a row. Every day they promised me an answer through email. Never got one. On the third day I just had an extra MTT ticket on my account.

 

Same thing happened with sportsbook. No one answers on email. Just a refund suddenly appears to account.

 

That's the problem. You ask for emails, logs or screenshots via email. But you never answer them. Problems are solved randomly in day or a week. The plus side is that it's always solved but the pace and style is underwhelming.

 

This time I posted after three hours here just to make known this bug. Didn't really expect the issue be solved through this forum.


The forum is a pretty good place to get help, especially with poker issues as there are quite a few members here who are very knowledgeable about the poker client as well as staff from the Poker team are very active as well like @Stubbe-Unibet and @Andy-Unibet who's even a former member :)

About the emails though, you should definitely be getting these from us. I''ve checked your most recent case about a missing poker ticket, a new one was added to your account on the 2nd of August and an email sent to you on the morning of August 3rd at around 8:00 AM CET. to let you know( in any case I agree it's not good that email is going out a day later).

Any chance you could try and check your inbox and spam filter for this email? And please be sure that it's the email address that you have registered on your Unibet account that you are checking(have seen this before :) ) 

 

Former Community Manager
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