Unibet close account and withhold funds.

[alicewalt]

Hi all,

Unibet have emailed today to inform me they’ve closed my account, and will be withholding all funds in the account as I’ve already withdrawn more than I’ve deposited. There is circa £1.5k in the account.

Their reasoning? The following terms:

Sam: Thank you Alice it appears that your account has been closed following a business decision and you are not entitled to winnings in accordance with our T&C 16.1 & 16.5, 19.2,19.2.2 and 2.4 "Kambi Sports Rules"

After reviewing these terms, it seems suggest they think I’ve been cheating or misusing their service. All I do is bet on international cricket and football. Usually in play on the cricket as I see a lot of value in the markets. The only thing I can think of them basing this on is backing multiple stakes on the same market. For example, a total run spread of over/under 200 runs, they have a maximum stake of around £150, but if the line changes to over/under 199 runs, I can back another £150. If I see value, I have done this. I don’t understand how this can be deemed cheating though?

‘Hi Alice,


Hope this email finds you well.


As my colleague previously mentioned, your account has been closed in line with the breach of our terms and conditions previously stated, apologies for any inconveniences caused. I understand this is not the outcome you had hoped for, however the decision has been made by a higher level team and they don't make these decisions lightly.


I understand this may have caused frustration, I advise that if you wish to take this matter further you are able to raise a complaint for a higher level team to review this. This can be done via email, Live chat or phone, whichever is more convenient for you. Let us know how you would like to proceed and we will be more than happy to help you.


If you require any further assistance please do not hesitate to contact us.


Kind regards,
Katy’


They won’t tell me specifically what I’ve done wrong and I have lodged a formal complaint with Unibet, which can stake up to 8 weeks?! Fully willing to go down the IBAS route which I have done before and paid out as a result.

Does anyone have any advice, or see anything in the terms that I’m missing? I can’t understand how they are allowed to do this.

 

[johnnymcc1966]

Bookies dont like this. You need to use a betting exchange such as Betfair to do this safely. I am not surprised by this at all as they see you as not being a mug punter and taking value bets. This is a no-no.

 

[nfehily]

If what you say is true then they absolutely cannot keep your balance. They can refuse your business (which is standard across the board nowadays), but they will have to release your funds. IBAS like you said will help, register it with them while you wait for Unibets decision.

 

[X-Raided]

I agree with both responses above.

Unibet simply viewed you as an "advantage player" and decided that you were too good at sports betting and winning too much.

That doesn't mean that they can take your winnings in your balance.

Take it as high as you can and reclaim the money that's entitled to you.

 

[alicewalt]

Thank you for your responses.

They have completed their final review and this is what they have said:


Dear Alice,

Following on from our previous email.

Your complaint has been reviewed in full, in accordance with Unibet complaints procedure as outlined in section 30 of the

You do not have permission to view link Log in or register now.

.

The account has been closed and the balance treated in accordance with clause 16.1 & 16.5, 19.2 ,19.2.2 of the Unibet terms and conditions and 2.4 "Kambi Sports Rules". The withdrawals already exceed the deposits and the remaining balance has been confiscated.

We understand that the reason for the account closure has been outlined to you in the terms, while the internal business processes, systems, and methods utilised by the company, including those related to linking accounts, fall outside the scope of personal data and will not be disclosed.

Should you feel this needs further consideration, you will be fully entitled to escalate this externally for an independent third-party review. In cases such as this,

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are our ADR and details can be found in our terms.

Kind regards,

Joanne



I will be logging this with IBAS.

 

[alicewalt]

So it turns out I cannot use IBAS. Have to use a site called Egocra.

Does anyone know if they work in the same way?

 

[justdoit]

So it turns out I cannot use IBAS. Have to use a site called Egocra.

Does anyone know if they work in the same way?

you dont have to use IBAS or Egocra just open a ticket and @maxd will help you get the money for free... but his off on weekends

 

[alicewalt]

you dont have to use IBAS or Egocra just open a ticket and @maxd will help you get the money for free... but his off on weekends

Thank you

 

[maxd]

PAB received and in progress.

- Max

 

[alicewalt]

PAB received and in progress.

- Max

Thank you Max

 

[maxd]

Player took their case to the casino's ADR (without telling us), per the Player Arbitration Policies and Procedures this terminates our involvement in the case: PAB closed.

@alicewalt , if you wish to use our PAB services in the future please respect the PAB Rules. Failure to do so again will get you barred from submitting future PABs.

- Max

 

[alicewalt]

Player took their case to the casino's ADR (without telling us), per the Player Arbitration Policies and Procedures this terminates our involvement in the case: PAB closed.

@alicewalt , if you wish to use our PAB services in the future please respect the PAB Rules. Failure to do so again will get you barred from submitting future PABs.

- Max

Hi Max,

Sorry, I didn’t know this wasn’t allowed. Do you think this damages my case now?

 

[maxd]

Hi Max,

Sorry, I didn’t know this wasn’t allowed. Do you think this damages my case now?

You did read the Player Arbitration Policies and Procedures , yes?


Your case? If you mean at the ADR then no, I'm quite sure they couldn't care less that you've had your PAB closed here.

- Max

 

[johnnymcc1966]

@alicewalt. If I were you I'd see if you could work out the PAB again as it is likely your best chance over an outside agency.
Good luck.

 

[alicewalt]

You did read the Player Arbitration Policies and Procedures , yes?
View attachment 193718

Your case? If you mean at the ADR then no, I'm quite sure they couldn't care less that you've had your PAB closed here.

- Max

Is there a way to retract an ADR and use PAB? Sorry again

 

[maxd]

Hello,

You can ask the ADR to cancel your issue with them BUT there are no guarantees they'll do so AND you probably won't be able to go back to them again later with it if that turns out to be something you want to do.

Why might that be the case? Because Unibet doesn't communicate very freely with us on player complaints -- not always true but it's not uncommon either -- and they may very well simply say "tell player to take it to the ADR". So you see, at that point you'll have cancelled the ADR and we might not be able to help. Not a good situation to be in.

Unfortunately my advice in your particular case is to let things run their course at the ADR. I'm not insisting on that but given the circumstances it does seem the most prudent choice.

- Max