Unibet confiscated 2500+ pounds Winnings

[harrycalvert]

Hi
I have been betting on horse racing for a few years and have mostly lost money which makes this infuriating!
I opened a unibet account about a month ago and placed a few bets on the Goodwood festival. I had a big winner of about 3000 pounds. I withdrew and everything seemed great. So I started to bet again during the racing at the York in the end of August. Again I had a nice winner this time about 2500 pounds. This time when I went to withdraw I was asked for a picture of my ID bank card and proof of address. Except the proof of address had to be one received in the post, a little difficult since I don't get anything in the post these days! All my bank statements and bills are online

So I uploaded the ID+bank card and live chatted explaining I need to update my address because I just moved down south to Cornwall and I don't have any post to the old address. They said they would email me with a response about that. I didn't get any response so a few days later I tried to log in and the account wouldn't work. Again went on live chat. There they told me that my account had been banned, and my winnings of 2000 (withdrawal) and about 650 in the balance were confiscated. I honestly could not beleive what I was seeing! I did not even know a betting website could confiscate winnings like that.
I am so livid and I have no idea what to do about this. I have never had or even heard of a problem like this with a horse racing bet. It seems cut and dry you win you get your winnings you lose and you lose your stake. I cannot see what the issue is, I never had a bonus or anything like that just normal bets on horses, sometimes on short odds sometimes long. They stated these terms were broken:

"Dear Harry,

Your complaint has been reviewed in full, in accordance with Unibet complaints procedure as outlined in

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of the terms and conditions.

The account has been closed and the balance treated in accordance with clause

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,

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of the Unibet terms and conditions.

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 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.

We use eCOGRA as an alternative dispute resolution. Disputes may be filed under

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Please do not hesitate to contact me if I can be of any further assistance."



The thing that is really upsetting me is over the years I have lost tons of money betting on horse racing, especially this year, definitley more than I have won lol. Now I finally get two good winners in a row and the money is confiscated. Just cannot beleive it makes me want to quit for good.

Does anyone think there is a chance I can get my winnings? I am thinking about small claims court?

They told me to do an internal complaint which came back with the same response.

 

[kou187]

Sadly as an online gambler, you will go through this bullshit with online betting sites.

I know I have numerous times.

We all have,

but from what i can see it seems you actually broke there terms,

Therfore theres probably no chance of you getting them to pay out. Or change there mind etc.

There decision will be final,
And in a claims court they would just prove you breached there
T&C's.

So I would just let the idea of getting your money back go.

And just close your account there and don't give them any more deposits

sorry i dont have better news mate

 

[harrycalvert]

Sadly as an online gambler, you will go through this bullshit with online betting sites.

I know I have numerous times.

We all have,

but from what i can see it seems you actually broke there terms,

Therfore theres probably no chance of you getting them to pay out. Or change there mind etc.

There decision will be final,
And in a claims court they would just prove you breached there
T&C's.

So I would just let the idea of getting your money back go.

And just close your account there and don't give them any more deposits

sorry i dont have better news mate

Hi sorry but how did I break the terms? they claim that but I have no idea what I have done? I just had an account for them with a month bet on horse racing won and withdrew?

 

[winner2021]

@harrycalvert it's to do with you not having up to date address details from what I can gather.

 

[harrycalvert]

I literally just moved. I just don't get anything in the post so I don't have anything at the old address to hand. If it was that much of an issue they could have said something and I would have just got something posted to my old address??

That's crazy, I get my winnings confiscated simply because I asked a question about using my new address because it's difficult to get a physical proof of address (has to be something in the post like a bill or bank statement cannot be downloaded from online, but physically arrive in the post that's what they said). So I thought I'll just get a bank statement or bill posted to my new address. I don't see how that is breaking any terms or what it has to do with my bets? They could have just insisted on using my old address which is fine just a bit more difficult as I'd have to get it sent from my dad( who lives at old address) to me down here in Cornwall to take a photo with it.

I honestly didn't even pick up that they were upset about me changing the address the guy on live chat didn't seem to think it was a big deal.

How does that constitute to me getting 2700 pounds taken off me??? Can't believe this is considered acceptable.

 

[harrycalvert]

Sorry if I sound a little angry in my replies just very frustrated with the situation.

With the small claims route what am I at risk of if they cannot prove the terms have been broken? Then I will get my money right?

Would changing address be consituted as a terms and conditions break? But even if it does I just lose some money at small claims right 80-100 pounds I read for the court fees.

Seems worth a shot honestly as I don't see what leg they have to stand on for me breaking the terms.

 

[harrycalvert]

@harrycalvert it's to do with you not having up to date address details from what I can gather.

Btw to be clear I was on livechat trying to update my address details so I don't see what I've done to fail the terms there? Is it not allowed to change address??

 

[Avernite]

Sounds like it's worth a PAB to me.

 

[winner2021]

I literally just moved. I just don't get anything in the post so I don't have anything at the old address to hand. If it was that much of an issue they could have said something and I would have just got something posted to my old address??

That's crazy, I get my winnings confiscated simply because I asked a question about using my new address because it's difficult to get a physical proof of address (has to be something in the post like a bill or bank statement cannot be downloaded from online, but physically arrive in the post that's what they said). So I thought I'll just get a bank statement or bill posted to my new address. I don't see how that is breaking any terms or what it has to do with my bets? They could have just insisted on using my old address which is fine just a bit more difficult as I'd have to get it sent from my dad( who lives at old address) to me down here in Cornwall to take a photo with it.

I honestly didn't even pick up that they were upset about me changing the address the guy on live chat didn't seem to think it was a big deal.

How does that constitute to me getting 2700 pounds taken off me??? Can't believe this is considered acceptable.

That's the only thing I can think of because you need to have accurate info on your account and you forgot to change your address.

Sorry if I sound a little angry in my replies just very frustrated with the situation.

With the small claims route what am I at risk of if they cannot prove the terms have been broken? Then I will get my money right?

Would changing address be consituted as a terms and conditions break? But even if it does I just lose some money at small claims right 80-100 pounds I read for the court fees.

Seems worth a shot honestly as I don't see what leg they have to stand on for me breaking the terms.

No worries, I can see why you're frustrated. No idea about small claims-am sure someone more knowledgeable will be along later. Was just pointing out the address was probably the problem, although I don't know for sure. Can't think what other rules you could've broken tho. Hope you can get it sorted.

 

[marshallmdmiller]

Definitely issue a PAB here at casinomeister. Unibet are pure scumbags, hope you get everything back from those cun**.

 

[conker]

If you do want to submit a complaint, quite often referred to as a PAB (Player's Arbitration) then you can do so through the following page. However, make sure you carefully read the rules before doing so.

 

[harrycalvert]

Hi thanks for all the replies. Looks like I should try to do a PAB I will read more into this.

Is this generally a more succesful route than going to small claims? Can I do both as well or would it be one or the other. And is a PAB the same as using Ecogra? (That is what UNibet said I could do is make a complaint to "Ecogra").
Cheers

 

[conker]

A PAB is a service provided by Casinomeister to support the forum community. The team uses their years of experience and contacts to try and help you resolve your issue. There are no guarantees, the Meister team do what they can and they are pretty good at it.

Ecorga is a separate organisation and do offer an ADR (Alternative Dispute Resolution) service, very similar in its goal to a PAB. I can't tell you what works best, as I don't know. However, it is probably prudent to pick one and go with it, rather than have multiple efforts going on - it will only complicate matters. Ecogra is not the only ADR service available, some others exist, but you will need to some homework on that front.

 

[harrycalvert]

A PAB is a service provided by Casinomeister to support the forum community. The team uses their years of experience and contacts to try and help you resolve your issue. There are no guarantees, the Meister team do what they can and they are pretty good at it.

Ecorga is a separate organisation and do offer an ADR (Alternative Dispute Resolution) service, very similar in its goal to a PAB. I can't tell you what works best, as I don't know. However, it is probably prudent to pick one and go with it, rather than have multiple efforts going on - it will only complicate matters. Ecogra is not the only ADR service available, some others exist, but you will need to some homework on that front.

Ok I see thanks for the help!! Yea I am going to think this through and pick the best option. Sounds like PAB would be the way to go.

 

[jasonuk]

A PAB is a service provided by Casinomeister to support the forum community. The team uses their years of experience and contacts to try and help you resolve your issue. There are no guarantees, the Meister team do what they can and they are pretty good at it.

Ecorga is a separate organisation and do offer an ADR (Alternative Dispute Resolution) service, very similar in its goal to a PAB. I can't tell you what works best, as I don't know. However, it is probably prudent to pick one and go with it, rather than have multiple efforts going on - it will only complicate matters. Ecogra is not the only ADR service available, some others exist, but you will need to some homework on that front.

This is good information at a high level, but ordering is important.

PAB comes first - it doesn't affect your ADR or legal rights, but being an accredited site they may be able to either find a solution for you or give a high-level summary of why they agree with the operator.

ADR (eCOGRA) comes next - while there are other ADR services available, most casinos will only deal with the one they name. Once you have started ADR proceedings, any other communications (including internal escalation / complaints or PAB) will cease. They do share a lot of common objectives, so if PAB finds against you, there's a likely chance that ADR will also... but not always.

An important note that both PAB and ADR are free for the player, however if you exhaust that avenue you may still have legal action (such as small claims) but that is beyond the scope of this forum and the cost often exceeds the benefit.

 

[maxd]

@harrycalvert , check your PMs, I’ve offered some guidance there.

- Max

 

[GourdFollower]

Hello @harrycalvert,

Just a friendly reminder that as you now have an active PAB, our Player Arbitration Policies and Procedures require that you refrain from posting in public while we assist you with your complaint.

Thanks for your cooperation.

Regards,
GourdFollower
PAB Manager

 

[harrycalvert]

Just wanted to update that the PAB did not work... I don't think Unibet even acknowleged it. So I am going to fight this with Ecogra which will surley not work. And then with Small claims.

Unbelievable that a bet on horse racing can win and then be confiscated. What happens if I lose do they then close my account and give my money back xD ?

Absolute crooks. Will fight for the money but not got much faith in ecogra and a bit scared to go to small claims.

 

[maxd]

Just wanted to update that the PAB did not work...

To be fair the PAB did “work” in that it got you a relatively prompt response regarding the state of your case at the casino and a clear path forward. It wasn’t the result you wanted but that’s not what arbitration is about.

- Max