Unibet Community

Ask questions, get help and enjoy Unibet
cancel
Showing results for 
Search instead for 
Did you mean: 
Highlighted
Magicadil Rank 25
Rank 25

I like to bet on sports for fun as a pastime usually when I'm out.

So recently I busted my account. No problem. I'll deposit again in a few days.

HOWEVER, I was just casually looking at live events when I clicked active bonuses. It SHOWED 100% deposit bonus & expiry date didn't have anything. Now I know this wasn't the bonus I had active but at the time I didn't think about that & quickly ran to Canada Post to purchase a Paysafecard.

The deposit was the minimum (my deposits usually range between 30-50) but in this case it was more about the bonus.

So I get home and deposit. Place some bets, Make Unibets pockets richer, bust... no problem. But where's my other 10? The roll is on life support but surely we're not DEAD.

BUT OH YES WE ARE. Turns out it was a display error which just so happened that one time and not again. I even refreshed a bunch hoping to catch it again.

So I decide let's call up Unibet Support. Tried the phone a few times, even googled to see if I was dialing correctly. No avail. 

Hop on live chat and explain my situation. The guy doesnt  understand so I ask for Canadian Support number. Turns out you cant reach support via phone from Canada.

Now the amount in question is not an issue. Sure Unibet can add $10FBM as curtosy for the F'up but I'm really considering whether I want Unibet to be my main Bookie or if I should switch to a more Canadian friendly one.

I'm an extremely valuable customer (1000s in deposits/bets, very few cashouts). I just hope you can fix some things on the website in the near future ( Another one being Unibet TV doesn't work so I'm assuming it's a Country thing as well)

I'm not leaving just yet because of Unibets ease of use and large market of sports but I hope I can receive a fair resolution to this.

Thanks.

I debate
Should I smile like everything's good and pretend that life is great
Or should I let the world see the real me and not hide this pain
I tried to be like the rest of y'all, sorry I just can't
I'ma probably die this way
0 Likes
Reply
1 ACCEPTED SOLUTION

Accepted Solutions
Magicadil Rank 25
Rank 25

After some self  reflection, I realize Unibet's position. I apologize to everyone,especially @Marco-Unibet. I will continue to play here, and look more carefully in the future at active bonuses,etc.

Thanks.

I debate
Should I smile like everything's good and pretend that life is great
Or should I let the world see the real me and not hide this pain
I tried to be like the rest of y'all, sorry I just can't
I'ma probably die this way
Reply
16 REPLIES
livertool Rank 19
Rank 19

And Unibet replies Cheeky (unofficial)

"I've done the math enough to know the dangers of our second guessing"
Reply
VikingsAF Rank 20
Rank 20

Hey @Magicadil,

It sucks that this happened, as it is always strange to see something and it then dissapears (not a heroïne joke), but for my understanding. Is an "active bonus" not the bonus you already received (by depositing, betting, etc or any other means)? And "Available bonus" where you will see the deposit bonus?

As it is what you say, then I indeed find that the CS for Canada should be improved, but most of the time live chat (where you can reach the international chat from everywhere) can do the job. Sometimes you really need to dig deep, and convince them to forward your case to the right team. It's logically hard for the agents to understand every issue on a site with so many different aspects and sections Smile (So I think you would get the same issue with phone support)

You tried sending an email? They get always forwarded to the right instances Smile

I see now that the circumstances of ones birth are irrelevant... It is what you do with the gift of life that determines who you are.
Reply
Magicadil Rank 25
Rank 25

@VikingsAF Available bonus is one you receive, active is when you accept it.

Tbh, Live Chat needs a lot of work. I remember last time my deposit was rejected because site was having problems. Lady kept insisting it was my bank. 

Email response too slow (most times won't even get a response back)

I debate
Should I smile like everything's good and pretend that life is great
Or should I let the world see the real me and not hide this pain
I tried to be like the rest of y'all, sorry I just can't
I'ma probably die this way
Reply
Magicadil Rank 25
Rank 25

The response rate from staff has dramatically decreased since Stubbe retired. Shame. 

 

I debate
Should I smile like everything's good and pretend that life is great
Or should I let the world see the real me and not hide this pain
I tried to be like the rest of y'all, sorry I just can't
I'ma probably die this way
Reply
jonny2192 Rank 22
Rank 22

Magicadil wrote:

The response rate from staff has dramatically decreased since Stubbe retired. Shame. 

 


Only two of them now which is being rectified. @BonusPater responses are so much better to moaning posts than when he worked here.

Duckphobia is real and KK is cursed, If you know these 2 things you will do well on Unibet poker.
Reply
livertool Rank 19
Rank 19

Magicadil wrote:

The response rate from staff has dramatically decreased since Stubbe retired. Shame. 

 


Gotta agree but like @jonny2192 said, only 2 of them now and number of members (read moaners) increases everyday, so tuff job. Those other unibet label guys could help a little bit in here, but i guess they are awfully busy too since @Fredrik-Unibet told me a month ago that bare with him as he finds answer to my question Very Happy but it is fine, wasn't that important. But sometimes it makes you wonder, why there are here so many sections (ideas, problems, questions, competitions, tikiet changes....) when they dont have the employees to keep up with it. Sometimes less is more Wonder

"I've done the math enough to know the dangers of our second guessing"
Reply
Moderator
Moderator

Thank you for sharing the feedback, @Magicadil.

Regarding the deposit bonus, I don't expect you to know this but is there any chance you remember the last time you opted in for a deposit bonus? The last one I see on your account was the Community Birthday bonus which you accepted the 27th of July (expired Sep 25th). Deposit bonuses are be credited immediately upon depositing so if it's not added right away, there's no chance it'll be added automatically later on while you're betting. You opted in for the weekly sports promotions before depositing but that doesn't affect deposit bonuses so it couldn't possibly have caused a bug. - even if it did, I would have seen a cancelled deposit bonus on your account. 

Have to admit that after having looked through the chat, I don't see what the agent did wrong. You claimed to have a bonus on your account which you knew wasn't visible anymore. The agent checked your account history without finding any active deposit bonus (no cancelled/expired bonus either) and informed you about this. 
Honestly, I think he did the right thing by not forwarding the query to the bonus team. You came in and asked for a $10 bonus due to the fact that you saw a deposit bonus on your account which wasn't there at the time you contacted us. If it was a scenario where the bonus expired just before your deposit, he should obviously have escalated it but that wasn't the case at all.

I'm not going to hide the fact that there are chats where the agent could have done more in terms of helping out with an expired bonus offer or so but I don't see what he should've done here. If he had forwarded everything to another team, he would've been told to ask for some sort of proof (email, screenshot, promo link, etc.). As coldblooded as it may sound, we can't just add a bonus if a customer claims to have had it unless we see the same thing in our system. If we started to do so, many customers would see this as an opportunity to get a bonus without being eligible for it. Not saying that you are lying, just trying to explain the situation from the agent's point of view.

The last inbound email I can find is from 2014 so I'm not sure what you mean by no email response. If there are emails we have ignored which weren't logged to your account in the past, please forward them to me.

Thanks for letting us know about the streaming issues. I have replicated the issue from a Canadian test account and forwarded the issue to the sportsbook team.

Reply
Magicadil Rank 25
Rank 25

It's not like I'm a first time depositer. I only post in this section when real problems arise. 

It's fine though, you guys can lose a customer over $10. Must obviously be lying when I make many frequent deposits just to get a free $10 Smile

@Marco-Unibet btw, check the email sent to me on Oct.27, regarding a rejected deposit. It just shows chat don't know what they're doing and just make things up.

Time to find a Canadian bookie.

I debate
Should I smile like everything's good and pretend that life is great
Or should I let the world see the real me and not hide this pain
I tried to be like the rest of y'all, sorry I just can't
I'ma probably die this way
0 Likes
Reply
Moderator
Moderator
Magicadil wrote:

 

The response rate from staff has dramatically decreased since Stubbe retired. Shame. 

Totally agree. The response rate hasn't been good enough lately. Good thing we still have him in here to help out and share his opinion on everything Smile

Things have definitely changed since Stubbe left us. As you all know, he did an incredible job building this community and losing the one who practically created this forum clearly makes an impact, especially in a team of three.

That being said, we haven't lived up to the standards lately. We should have have prioritized the response time more than we've done in the past instead of doing other tasks outside the community - for example, at the moment we're improving our help center where we're working on having the content from the community linked to certain topics/questions. We're basically the only ones who can help out with such things (will also benefit the community in the long run) so we can't pass a task like this on to someone else.
I'm almost certain we would've been able to keep it up if we only focused on the queries in here and didn't have any holiday. Jeppe is on holiday in Prague this week which obviously affects my workload. Ideally, you wouldn't feel a difference whenever one of us is taking a few days off but have to admit that sometimes it's too obvious we're missing a person in the team.

Magicadil wrote:

It's not like I'm a first time depositer. I only post in this section when real problems arise. 

It's fine though, you guys can lose a customer over $10. Must obviously be lying when I make many frequent deposits just to get a free $10 Smile

@Marco-Unibet btw, check the email sent to me on Oct.27, regarding a rejected deposit. It just shows chat don't know what they're doing and just make things up.

Time to find a Canadian bookie.

There's a difference between adding a standard $10 bonus and adding a bonus you claimed to have had on your account which we don't see any sign of at all from our end. 
I'd be surprised if we ever have added a bonus in a case like this unless we received some sort of proof from the customer.

Regarding the email from Oct 27th, there was indeed no point of stating such thing. In fact, there was no point of sending an email at all since the problem was solved while you were chatting with the agent. Sent feedback to the team leader. Thanks

Reply