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The prizepool of HT Casino Freespin Flip

Today I woke up and was ready to spice up my World Cup experience with some HT Casino Freespin Flip tournament.

It's round 3 and games will start at the same time, so I can enjoy the taste of adrenaline twice os intensive as previously.

I checked the tournaments:

flip2.png

It seems something went wrong. Yes, the prize pool. One of the tourneys has €95.60 and the other only €7. Let's ask the always friendly LC about the reason of the difference.

[10:35:30] Agent: Hi and welcome to Unibet's livechat! My name is Agent. How may I help you today?
[10:35:30] You are joining a chat with psrquack
[10:36:47] psrquack: Hi Agent! I played the HT Casino Freespin Flips almost every day but today I see 2 tournaments with a various prize pool. Is there any reasaon why one of them has a €95.60 prize pool and the other only €7?
[10:37:43] Agent: Hello, that is because of amount of people playing in that tournaments
[10:38:11] psrquack: Nope, registration is closed so no more people are in.
[10:38:30] psrquack: Both will start at 14.50 CEST.

 

At this point I concerned about the find a quick soulution. I lost my hope about the smooth answer.

 

[10:38:51] Agent: So it's about the people registered allready 
[10:39:47] psrquack: No, zero people registered yet. Both have the same description that's why I'm asking you.
 

I lost my hope in the smooth answer. That's followed a little silence and quack talk like this:

[10:47:00] Agent: Are you still here Sir?
[10:49:17] Agent: Yes I am here, Im answering 3 chats, one moment please I'm waiting for an answer
[10:51:22] psrquack: Oh, that's never easy. Btw I hope you can solve the mystery.
[10:52:15] Agent: Can I have please the link of the tournaments?
[10:53:00] psrquack: Well, there are in the poker lobby. What type of link do you want to have?
[10:54:08] psrquack: You can find them undet the name HT Casino Freespin Flip
[10:54:15] psrquack: -t +r
 

It's our fault guys, who left this really helpful agent in trouble. If you have a lot of promotions please spend more time with agent's education. They work hard and a lot and  deserve a better care.

[11:01:42] Agent: I really need the links sir, as I cant find the answer to your question
[11:03:07] psrquack: Sir, let's start it again. I want to help you but you have to say what type of link do you need? In the poker lobby they are tournament, you can't link them. Or the promotion link? Or what?
[11:03:31] Agent: The promotion link please
[11:04:08] psrquack: Give me a sec, I will switch to english page.
[11:09:08] psrquack: Sorry Sire I can't find at the moment. Could you check in the poker lobby please?
[11:11:18] Agent: As for the difference in prizepools; we decide how much the prizepool will be and therefor they can differ
[11:13:27] Agent: prize pools are based on how many people bought in. We also offer guaranteed tournaments, which have a guaranteed minimum prizepool.
[11:13:51] psrquack: Nope, but give me another 2 minutes, if I can't find the link I will say good bye.
[11:14:43] psrquack: Got it: https://www.unibet.com/promotions/poker-promotions/wc-football-freerolls
[11:14:53] psrquack: You can also earn a share of 300 Cash Free Spins during half time of every match this summer, with our exclusive 1 cent buy-in Flip games.
[11:15:24] psrquack: Today will be 2 games, so I think the freerolls should have equal prizes.
[11:16:06] psrquack: 2 games at the same time

 

Yes, rules already changed. After more than 2 years presence here the company hired me as a trouble shooting agent. ReCorpH, I'm coming.Rofl But stay tuned, the answer is coming.

[11:26:34] Agent: They dont have equal prizes, because we decide what the prizes are.
[11:26:44] Agent: So this is the reason
[11:26:59] Agent: There is anything else I can do for you sir?
[11:28:32] psrquack: Sir, please read the terms and conditions of the promotions, in where clearly states that "The half time cent flip is available in every game half time during the WC, it is a 1 cent buy in tournament with at least 300 added cash spins." Our €7 prize pool tourney has 35 free spins only. Do you think it's okay?
[11:29:18] psrquack: Could that issue forward to the relevant department please?
[11:30:10] Agent: This was the answer from the Bonus department sir

 

Hmm, one of the really surprizing answers. I thought it was a joke or something, so asked again.

[11:31:13] psrquack: Ok, again, they answered: "They dont have equal prizes, because we decide what the prizes are" and nothing all? Is that correct?
[11:32:43] Agent: Yes sir it is correct, these offers are made by them

 

No, that's all. Terms and conditions says a game should have at least 300 added cash spin, and the €7 has 35 only but they made a decision and everybody knows all decisions are final. Good luck to the games guys.Thumbs Up

flip3.png

tc.png

 

 

18 Comments
Rank 20

Hahaha, you are a real pain in the ass @psrquack. I like the style tho, made me laugh. Look, plenty of people will still register and dont pay attention that only 1 can win Cheeky

Rank 24

It's a trap @cris1285. I want to swing all the players to the bigger tourney and won the smaller.Cool

Rank 24

Our well beloved bonus department professionals set up the tourneys with the same conditions for today. The Half Time spins will start at 14.50 CEST albeit the games will kick off at 16.00 CEST. But who am I to understand this genius masterplan?

0 Likes
Rank 24

I need your help @Jeppe-Unibet, @Ray-Unibet.

0 Likes
Rank 17

€7 prizepool but only ~400 players registered - this makes €3 added value unmissable Rofl

Moderator

Hi @psrquack, just had a word with Patric and Cris from Poker and it is confirmed that the error of the tournaments is known and is being fixed. The Flip with a 7 prizepool is a douplicate that is not supposed to be there at all and the starting times are being adjusted.
I'll inquire a bit more in detail about when will this be fixed and update you as soon as we have an answer, thank you for reporting it!

/Ray

0 Likes
Rank 20

Geez, i forgot today the casino flip Annoyed 

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Rank 24

@Ray-Unibet: it seems there are some mistakes in your answer unfortunately.

Ad 1, no reaction about the bonus department's arrogant answer

Ad2, no reaction about the agent's behaviour when he refused to forward my another queery to the relevant team.

Ad3, the duplicattion of the freerolls wasn't a mistake. Terms and conditions clearly states that every match has their own tournament. So if there are 2 matches at the same time it should be 2 tournaments with the prize pool more than 300 spins.

 

0 Likes
Unibet Poker Expert

Hi psrquack,

Ad3, the duplicattion of the freerolls wasn't a mistake. Terms and conditions clearly states that every match has their own tournament. So if there are 2 matches at the same time it should be 2 tournaments with the prize pool more than 300 spins.

Just to clarify there is meant to be one flip in every unique half time, reading through the T&Cs I can see how it can be interpreted as two freerolls if two games are played at the same time, but it does not explicitly state per game.

Thanks for reporting the issue the flip should have started 16:50 CEST and the €7 prize pool flip should not have been live in the client.  I'll have a chat with Leo and Maybe we can add something extra tomorrow to atone for the issue, apologies for the inconvenience.  

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Rank 24

@Kris-Unibet: just a quick question: players who have played the fake freerolls and didn't win will get their buyin back?

0 Likes
Moderator

@psrquack
There is clearly an error in the communication within the Agent and the mentioned department, there is no arguing that. I am not arguing the fact that the Agent could have a better understanding of our products or internal processes either.

Receiving a wrong answer or trying to solve a problem/issue/query hastily is never the answer. I should know, I used to work at the Customer Service department as well until just recently. I understand your point of view and you are not wrong in any way. If the process of investigation would have been started sooner, maybe the issue would have been fixed earlier. I apologize for the bad taste that this might have left in your mouth.
I have informed the Team Lead of both the Agent and the colleague that provided the information in question about the chat above, suggested further trainings in product knowledge and communication within internal processes, fact being that he/she has recently joined the team, there are things that can be improved without a question.
Thanks again for letting us know about the error, and the unfortunate communication that happened. The reason I mentioned that I will be back with more info in my previous response regarding this is that I wanted to involve somebody more knowledgeable than myself in order to have a full overview of the issue, as seen above. I hope Kris managed to shed some light on the technical side of things.

/Ray

Unibet Poker Expert

@psrquack @Kris-Unibet @cris1285 @Ray-Unibet @GothMoth

There will be an extra flip tomorrow as compentation for these early ones. Keep an eye up for the "Last pre-match flip"

Rank 24

@Ray-Unibet: I know all of the agents will hate me but if we are speaking about bad tastes in my mouth the end of my last conversation with agent A. today has a really that can't be real feeling. It seems some agents really need a blue sky holliday.

Moderator

That might be the case but at the same time I wouldn't know @psrquack, personally I wouldn't mind a week in the Caribbeans sipping MaiTai's Smile but beggars can't be choosers, especially now during the World Cup. There are multiple factors that have to be taken into consideration, one of the most important being experience of the agent and how busy the market was/is at the time and we all know the answer to that. I'm not asying this to make my comment above sound better either. Your assesment is acurate, we have been under "the hammer" lately, (not complaining) and I can asure you that hate is not a feeling that survives here. I know the people we work with and things are not taken to the heart, no need to worry about that, but human errors happen sometimes unfortunately.
If I may say this much, I realy wish this would have ended up on the Community sooner rather than later.

/Ray

Rank 24

@Ray-Unibet: I can accept all your arguments and I know there is always a special thing in the background when I'm starting a conversation with a live chat agent and most of the cases the agent cannot solve the problem because he doesn't have access to the things what should have been fixed. So I deeply respect all agent's strains. What I can't tolerate is unfriendly answers/unpatience/ closing the chat as ultima ratio in the middle of the conversation and unprofessionality what means when I know the procedure, promotions better etc like the agent. Btw I hate making rumour around cases like this, because I make myself angry, agent on the other side also will finish the conversation without a successfull feeling, I make you guys (mods and co) an extra work and to tell the truth nobody cares about it. I don't think somebody would have been complained if the old structure would have been run during the next games. So it was much ado about nothing.

0 Likes
Unibet Poker Expert

"@Kris-Unibet: just a quick question: players who have played the fake freerolls and didn't win will get their buyin back?"

I understand what you mean, but "fake freerolls" implies something different than what happened here. 

"Hahaha, you are a real pain in the ass @psrquack. I like the style tho, made me laugh. Look, plenty of people will still register and dont pay attention that only 1 can win Cheeky"

I think the bolded part is a fair point, refunded all players that did not cash in those two tournaments.

 

 

 

 

Rank 24
0 Likes
Unibet Poker Expert

@psrquack Thanks, sorted

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