@ChipsAhoy72 Thanks a lot for posting this, it doesn't sound like a good freeroll experience at all. I did a bit of digging from the screenshot you sent and had our Player Safety department shut down four accounts. If you come across more of these sitout/all in players again, please post or send screenshot or aliases via PM and we'll check up on it, once again thanks!
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Watching the last game of a favorite sports star can be an emotional affair, and more so for the player himself. To be right at the end of your career in a sport that you love and that's probably taken up most of your life...Well it can be truly gut wrenching and hard for the player:
To me it's a beautiful thing as the passion and love for the game is on full display, even hard nosed Zidane ended with tears in the middle of the Bernabeau:
At the end of the last NBA season I got to see the last game of an idol of mine since I was a kid, Kobe Bryant - a moment I hadn't been looking forward to, even though I had known for 5 years that it was coming(Kobe's pro career ultimately went for 20 years). Kobe's last season was a hard one, often hurt and a lot of wear and tear had taken its toll on him - but this night that didn't matter. Kobe scored 60 points - the most of any NBA player all of last season - and let the Lakers in a come from behind win in the last minute of the game.
To me, it's one of the most memorable moments ever as a sports fan. The passion in his eyes even though totally exhausted, the determination, Jack on the sideline and the whole building going nuts - all of it is proof of a true all time great. I can watch the last 3 minutes of the game over and over, my favorite part being the hug to his young teammates even though he could barely stand:
Even though it wasn't for a championship, or even a playoff game, was this the greatest last game ever by a sports star? What do you think?
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Most likely the first 6 players in this tournament had won the same prize,so the game stoped and you won by having the biggest number of chips.
@TeeT I checked up on it and do belive what Andrei described is what happened.
The tournament you played yesterday was a €10 Unibet Open tournament, the prizes where 6 Unibet Open tickets valued at €50 each, one €10 ticket for number 7 and €5 in cash for number 8.. This adds up to €315 after tournament fees were paid, in total there were 35 players who paid €10 each.
The €50 Unibet Open ticket is in your account, you can use to qualify further for a Unibet Open event
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Hi there @hascorel, there is a bonus on your account that you can active before your next deposit. Romanian isn't my strong suit, but you can find terms and conditions for the bonus here: https://www.unibet.ro/bonustaclauncher?campaignId=1388051
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we're always willing to consider new promotion types, but could you perhaps describe the promotion of which you're thinking in a bit more detail?
As for adding new games, I found a post from Andrew where he explains a bit about it: https://www.unibetcommunity.com/t5/Poker/View-Unibet-should-introduce-5-Card-Omaha-5-Card-PLO-tables/m-p/23148#M4005
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I see what you mean @steppek77, and though I'm happy to hear that you trust us as your games provider already, we'll see if we can't do a bit more casino competitions/promotions here on the community, as this has been requested by multiple users
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@steppek77 We do have the rewards program for the Norwegian market, where you earn points through casino play during the month. Out side of this, we're trying to make some more engaging promotions than just sending out bonuses, like the cash drop, fish tank and spin sorceress promotions
Are you looking for any specific kind of casino promotions? We'd be happy to pass along your feedback
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@desinere We'd love it if there were more activity on the Bingo and Casino board, obviously we can't control what the members post about on the community, but we can certainly try and make it more attractive for casino and bingo players to be active here
We'll add more focus on it through the weekly rewards in the future and hopefully it will make a positive difference
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@BabyDoll I'm sorry to hear you feel that way, the rank formula works the same for everyone and it's automatic. We don't have any form of manual control over it and don't hold anyone back. All the rank steps are reached upon general activity on the forum: posting, reading, helping others in the help section etc, though the higher rank you have, it does get harder to reach the next step. We feel this is the right way to do it and equally fair for all our members
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This is a great idea @jaroiten, thanks a lot for posting it!
We've talked about it within the community team, unfortunately we cannot offer this in coorperation with fantasty.premierleauge.com due to legal issues, we'd have to be an official partner.
BUT, we do have something exciting coming that I think you and a lot of other members will like, though it's looking to be a few weeks after the PL has started. I'm sorry that I can't give more information at the moment, I promise we'll put something up here as soon as we're allowed to
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@GotWhatItTakes I cannot guarantee it 100%, but it shouldn't be a problem to play from a Thai IP. There are no gaming licenses there, so your account wouldn't be automatically blocked like if you played from e.g. Spain which is a closed market. Make sure that your account is verified though before leaving, this would highly reduce the risk of having to send in documents in case it was blocked
Be advised though, that gambling is illegal in Thailand even if they have a hard time enforcing it, this goes for live poker games as well, which you might encounter there.
Personally I had an experience sort of lige Magicadil: Had to make a left turn down to the street our house was while staying in Koh Samui, two guys racing on bikes try to pass me on the same side as I'm turning. The first succeded but number two went into the front end of our truck and he ended up across the road with a broken bike. We took him to the hospital and he insisted we paid for a new scooter. Knowing how it works there, we decided to skip the trouble of going to the police and instead negotiated a "fair" amount and got done with it.
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Technically I don't think it will be possible for us to feature a clock or warning on all posts before the edit time runs out, personally I also believe that it could be a bit frustrating to receive warnings on all messages that you won't need to edit(which will be the vast majority).
But, should you ever need to edit a post and think the 30 minutes have gone, you are always welcome to contact a moderator and ask for a post to either be edited while including the new information. You can also just make a new post with all the correct information, and then tag either Marco or myself and ask for the old post to be deleted. We'll edit or delete anything if asked, we need to be flexible on that due to the edit function being limited to the 30 minutes
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Guys let's keep it civil and respectful, there's no need to turn members trying to help into a bad thing, we can't all be right all the time
@GotWhatItTakes It's correct that you need to live in France to play on the .fr site, if you live in Germany you should make use of the .de site. On Unibet it works the same for a lot of countries, e.g. we have the same for Danish and Swedish customers, who need to sign up on .dk and .se respectively. I hope you found the answer you needed(even if it wasn't the one you wanted), if you wonder about anything else then don't hesitate to ask
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'The Locker Room' is an article series which'll give you a behind the scenes look into who we are and how we're working at Unibet.
As a customer at Unibet, there's a chance you've already had - or will in the future - a need to contact our customer support for help in one way or another. A lot goes into handling all the contacts via chat, phone and email, in fact it's the biggest department we have. Located in Malta, customer support has handled more than 1 million contacts from Unibet customers so far this year and still going strong.
To shed light on the life as a customer support agent at Unibet being in contact with customers daily, we got in touch with Lily* - one of our many great agents - she handles contacts with customers from a number of different countries. All questions for her were asked by community members, we hope you'll enjoy the read.
Why did you want this job in customer support? I wanted this job because I love to help people and to communicate with them. You cannot do this job unless you are patient, friendly and truly dedicated. Of course it is not always rainbows and unicorns, but I feel motivated and I love our customers, even the less friendly ones. I feel like they help me developing my personality sometimes. There is also pressure in busy times but I still enjoy it and you get to know how this gambling world works and this is interesting for me.
What do you like or dislike about your job as customer support agent? I speak 4 languages and I like that I get to use 3 of them every day, so I don’t even have the chance to forget them. I like that I have the opportunity to chat with people from all around the world, everyone is different and after a while you get to know them. Italians for example, Polish people or people from India they all have national traits, and through them I feel like I get to know a bit their culture which is nice.
Have you ever had to take a mini break after dealing with a less friendly client No, I never had to take a break after dealing with a demanding client. With time you learn not to take any frustrations personally. Usually I have more clients on chat at the same time, so even if one of them is a bit unhappy I still need to keep it together and help the other nice customers also.
What is most rewarding about being a customer support agent? You know sometimes you have these customers who can be a bit more demanding than others, it doesn’t matter how nice you are with them, or how fast you help them with their problems they're stil demanding, but if I manage somehow to “make them” be nice or to make them smile, well that is enough reward for me We are here to help our customers and to make them happy with the service we provide. If they smile, I smile. It is all about the customers at the end of the day.
What’s one of the the most unusual contacts you've ever had? We need to make these account verifications and for that we ask customers for documents. Once a young guy (he was around 30) sent us his ID, he was a very friendly person and on the ID picture you could see that he was lying in bed, with a pillow under his head and he was wearing pajamas. It was unusual but I assumed he has a good reason for lying in bed in his ID picture, so I sent it to security team. They were not sure about this ID being real so they came to me asking me to ask the customer to explain the story behind the photo. I so not felt like asking him to explain, I assumed he has serious health issues and I didn’t want to make him talk about it, plus why would you use this kind of photo on a fake ID. It would be too suspicious. I needed to ask him anyway so he told me he had a really bad accident, he was in hospital for a long period and his ID meanwhile expired so the police went there to take a photo for the ID and he also told me he lost one of his legs in the accident and he is in wheelchair since then. You cannot even imagine how bad I felt and I couldn’t keep it together - I closed the chat with tears in my eyes and that was the first time I needed a mini break. What’s something most people don’t know about you? If you mean in general that would be a bit too personal to tell this is the reason why most people don’t know this thing about me. I hope you don’t mind if I keep it to myself.
If by people you mean customers, that probably would be that when I say that “I am sorry for the inconvenience” , I say it because I mean it and not because I get paid to say it.
How would you explain your basic life philosophy? Basic life philosophy. I like this question. Well, I have a few, but one of the most important for me is, that I believe you get what you give so I try to be nice, friendly, open minded and understanding because these are the things I expect from other people and I believe this world would be a better place if we would all try to give the best of us and respect each other.
Is there any limit on how many users you can chat with at the same time? We can decide this, everyone is different, and some of us are bored with only 2 chats some of us would like to have 6 at the same time. I have 4 chats, because I can help more people at the same time but still be friendly and organized and maybe personal. I wouldn’t like to make customers feel like they are chatting with a robot while they are chatting with me. Do you feel that chatting with multiple customers at once is the best way for you to work, or could you do better if the number was reduced? As I mentioned, we can decide how many chats we have at the same time and I feel comfortable with 4 chats at the time. Of course there are customers who would ask if I am still there if I don’t answer them in 30 – 60 seconds but we use a lot of back offices or sometimes we have to wait for confirmation from payments or security departments and in this case there is nothing I can do unfortunately. Some of the customers actually think that they are not getting their answer immediately because we are checking our Facebook which is not true of course, but this is because they probably don’t know how many things we have to check and what is going on behind the scenes before we can give them the right answer.
Is there any T&C in place to ban the customers from the customer support chat? E.G if one uses foul language in the chat, while demanding a case to be escalated. No, I don’t think we have the option to ban customers from chat. Sometimes they don’t want to understand that we have procedures, we need to follow and then they become abusive and angry but when I choose this job I knew that I might have to deal with tough customers so I can take it, I don’t mind that we don’t ban them from chat.
Are you responsible for your words? If your colleague in the same case tells the opposite to the user what you did will you protect the user or mistake may happen? I protect the customer. I feel bad if I make a mistake, but as we are not robots, unfortunately mistakes and misunderstandings can occur. If the customer is right then he is right, I would apologize and correct my mistake.
Do you feel you have enough permission to take care of customers, or must you forward more cases than you'd like? Well, as a customer support agent I have enough permission to solve the problems of the customers but this is a bit a matter of common sense. If a customer has an issue with document verification or payment or settling a bet or problem with casino games and so on, they need to understand that we have different departments who take care of these issues. I think that in case I, as customer support agent, was expected to deal alone with every issue, first of all it would be impossible and second, I would spend one hour with the customer on chat. There are basic things we can solve and we dispatch the bigger problems to the relevant teams. Every customer support works like this.
Do you think it's customer friendly that I have to explain my problem to multiple customer support agents when contacting your more tha once? How do you can ease that method? I know it is annoying if a customer contacts us and needs to tell us the problem several times, because he is in chat with another agent, but otherwise we cannot help him, in this case I would advise to ask to be transferred to the same agent he was speaking previously. This is the only way I could ease this. But I totally understand that this is annoying for the customer and I am sorry for that.
How much time do you allow to the customers to write down their problem before you repeat the greetings again? We usually see when the customer is typing so I wait until he writes down his problem, when I see he is not typing at all, I give it 5-7 minutes and then I tell him that as he is inactive I'll unfortunately need to close the chat.
Is there any algorithm which choose the questions of the security check or it's depending on you? There is no algorithm, it depends on me.
How many times have you written, "Sorry, there is no further information at the moment" during your career? Probably many times, but there are customers contacting every day for example for account verification where we have a target of 3-5 days and I can ask for update from security team only after 3–5 days. When I say that there is no further information at the moment that means that there is really no further information. If I could ask for updates every day regarding the same issue from the different departments I would do it, because it would take me 1 minute, but I need to follow our procedures.
What do you prefer: a conversation between you and a customer is like a conversation between 2 friends or between 2 diplomats? Diplomats are too serious, I prefer friends but at the same time I keep it in mind that we are not actually friends. I respect the customer and you can feel if you can joke with them or not. You kind of go with the flow. (Common sense applies)
Have you ever dated one of your customers? No, I never dated our customers and never will, we keep it as friendly as we can, yet always professional
*Lily is not the real name of the agent, we've decided not to post the real name as it's used in customer support chats, emails and phone calls.
Earlier this year we shot a video introducing our Customer Support department:
A few numbers from our yearly report, 2015:
Total number of customer support contacts: 1.6 million
Number of customer support agents: 200
Number of languages: 20
* The numbers covers the whole Unibet Group as all contacts are handled by Unibet Customer Support.
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