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ORLY Rank 3
Rank 3

I've tried contacting chat - got bored waiting for a reply. Just sent an email - bounced back.

Recieved and email to say because I was not eligible for offers on Stan James, I am not not eligible for them here on Unibet. I was never NOT eligible on Stan James - so what gives.

I also took part in the Cheltenham offer, way before this email was sent to me - what is going to happen to that?

Not a happy punter AT ALL.

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1 ACCEPTED SOLUTION

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Moderator
Moderator

@ORLY, Thank you for the e-mail it certainly helped solving this inconvenient Smile
After the migration a handfull of customers experienced betting bugs which are fairly easy to fix, this one was new for me as well, but not difficult to solve as it turns out.
As previously mentioned in my comment above, the e-mail doesn't reflect the settings in your account, no blocks found basicaly.
I am happy to say that you have now been opted into Best Odds Guaranteed as well and all should be up and running in your Unibet account Smile
I wish to apologize for the hassle caused by this bug in the internal communication and thank you for bringing this to the Community.

As always, do let us know if there is anything else we can do for you. Smile

/Ray

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10 REPLIES
Community Manager
Community Manager

@ORLY We'll try and look into the matter for you, any chance you could forward your emails with Customer Support to contact@unibetcommunity.com please?

/Jeppe

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ORLY Rank 3
Rank 3

I ended up speaking to someone on chat. 

 

For whatever reason, Unibet have decided to stop me from using offers on their site, claiming that I was banned at Stan James (which I wasn't) Unfair, but it is what it is. Won't be using this site again on those grounds. So they lost ALL money from me, and I used them a LOT.

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Moderator
Moderator

@ORLY, I am having a look at your account and failing to find any block which would restrict you from promotions, any block whatsoever for that matter. Was the Cheltenham Promotion mentioned above accepted on your previous StanJames account and it didn't get carried over to Unibet?
I am trying to understand what could be the root of the possible problem, could you go a bit more in detail on the comment bellow?
"For whatever reason, Unibet have decided to stop me from using offers on their site, claiming that I was banned at Stan James (which I wasn't)"
Are you unable to access the promotions page on Unibet? And could you please send me a Private Message with the e-mail that you received informing you that you are not eligible for promotions? It certainly doesn't reflect the settings in your account and I would like to contact the sender to shed some light on this inconvenient/

/Ray

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ORLY Rank 3
Rank 3

Hi

I received the email within my Unibet dashboard

 

"This email refers to the betting account that you held with Stan James which has now been switched to Unibet. 

At Stan James, you were not eligible for any promotions. 13.4 Stan James may in its absolute discretion limit the eligibility of customers to participate in any promotion. 

As your account moves to Unibet, we regret to inform you that you will continue to be ineligible for such offers at Unibet, including free bets, money backs and our Best Odds Guaranteed concession. (Please note that you may still receive promotional Sportsbook emails for a short period of time.)

 You will notice that you may still be able to see promotions on the Unibet website and you are able to click 'opt-in' on the promotional pages but please be aware that you WILL NOT receive any bonuses from opting in.

 As part of our regulatory responsibilities, we are required to verify the identity of all new account holders. Please note that any new accounts that our systems indicate may be linked to the account above will, in accordance with our company policy, be closed.

 We hope that you will continue to enjoy using Unibet’s wide range of products.

 Regards, 

Team Unibet"

 

I did the Cheltenham offer on Unibet, as well as my usual betting. The last time I used Stan James, was around January time, and I certainly didn't receive any email about being restricted from promotions there. It was a bookmaker I rarely used so it was a surprise to see this from Unibet. Therefore, the weekend before Cheltenham I didn't bother to place my bets as part of Unibets club, or to use any other features like I normal do (casion etc) I did receive my Cheltenham bonus, but have not place any bets since.

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Moderator
Moderator

@ORLY, Thank you for the e-mail it certainly helped solving this inconvenient Smile
After the migration a handfull of customers experienced betting bugs which are fairly easy to fix, this one was new for me as well, but not difficult to solve as it turns out.
As previously mentioned in my comment above, the e-mail doesn't reflect the settings in your account, no blocks found basicaly.
I am happy to say that you have now been opted into Best Odds Guaranteed as well and all should be up and running in your Unibet account Smile
I wish to apologize for the hassle caused by this bug in the internal communication and thank you for bringing this to the Community.

As always, do let us know if there is anything else we can do for you. Smile

/Ray

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ORLY Rank 3
Rank 3

Hi 

Thanks for your help on this. Does this mean I am able to be part of the Unibet InPlay Club as I have been since I joined?

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Moderator
Moderator

@ORLY, I found a previous In-Play Free Bet Club bonus in your account, there is no reason you shouldn't be eligible for that Bonus. Are you experiencing issues with opting in? Did you get an on-site message stating that you are not eligible as seen in terms and conditions:
"Please note that this promotion will not be available to any customers receiving an on-site message confirming this, regardless of opt-in."

/Ray

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ORLY Rank 3
Rank 3

It says that I am opted int, but based on that initial email in my inbox on Unibet about Stan James (right back at the start of this thread) I thought maybe I wasn't able to. 

I guess I will place some bets this week and see what happens.

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ORLY Rank 3
Rank 3

And now it is saying that I can't deposit money! Is there something wrong with my account?!

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