UNIBET, what is happening with their casino?

[TheMatrixMan]

Ok
Im looking for any unibet users out there so we can clarify what is going on over there.

This morning, I log into unibet, all is ok. My money is there, ok, everything is good. I check my pulse, it is normal.

Now I log in, the casino is gone, my casino wallet is gone, my casino money is gone. I see that their WWW based casino is gone and there now is a text that says go to www.unibetcasino.com or contact customer service. I check www.unibet.com/casino through another internet connection and see that it says the same, so my Ip is not on some block list. This is not a problem with only my computer, my computer is running just as good as it used to be. No problems on my side, no nothing. It seems unibet has removed its flash casino from the website and they now have microgaming software casino.

Well I downloaded it and put my password and username. After that my casino wallet reappears into unibet.com with the exception that all my money is gone and it now says 0. Casino software (microgaming one) says that you have no money, want to deposit? I say why? I have money deposited, you think im an idiot?

I have been with unibet for 3-4 years and they have had no news about any technical problems on their site so im afraid that if I dont act fast, my money will be gone forever. I have so far sent 3 mails to them but they havent answered yet.


So, is anyone here who knows what is going on with unibet casino? Is my money gone? Will I get it back? Do I need to hang myself?

Anyone knows unibet related news stories? I mean this is terrible, my heart is pounding faster than normally. I will propably get no sleep and will have to go to the toilet soon.. (by the way, microgaming is not as good as unibet flash games were so im going to stop playing there probably). This is not a joke message or a casino bashing message, im only searching for UNIBET players WHO have had the SAME happen to them.

This is not a complaint, instead of going to the streets and shouting for unibet users I decided to search for them in the internet and ask if you have had your money taken aswell.

If this is unibets way of merging their flash casino into microgaming, and loosing all the casino players money around the world, I can only say this: Fire your fu***ing computer nerd who created this damn mess ASAP.

ps: give me my money back!

 

[TheMatrixMan]

Edit:

my money has now reappeared as a third wallet. My money is back. The flash casino is also back.

But, im not editing my first post. I almost got a big headache and I hate this stress that I got from this already. My life probably shortened by 1 week because of all of this godd***** sh***t. Im also waiting for unibets replies for what happened.

So poorly handled. ....................

BUT if anyone of you unibet users out there have lost any money, dont doubt about complaining! Sometimes its the only way to go. I have lost so many euros to that place (because of my bad betting skills) that as a HIGHLY paying customer, I can speak the truth if I want to.

 

[cynthial]

I can imagine that this was a bit harrowing for you especially if you had a nice little sum in there. Odd that they never sent their customers any warning of this. Maybe we will hear from some others.

In the end I am glad you found your wallet and the contents and welcome to Casinomeister.

 

[vinylweatherman]

I despair sometimes about the utter INCOMPETENCE that now abounds in this entire industry. If a BANK did this there would be hell to pay, and all faith will be (that should really be "has been") lost in the industry.

This is an error of STELLAR proportions, as not only did player's funds vanish with the casino, but CS were not replying to queries, nor was a message put up on the site, or sent to players, either before or during this episode.

Even now that it has been resolved (seemingly), how many of those players who sh@t their pants during this episode have their confidence in the brand permanently damaged.

 

[Unibet Casino]

Hi kakkama,

I'm very sorry about the inconvenience caused and I agree this is not acceptable. Allow me to shed some light on the situation and offer you my apology.

Together with our casino provider we ran into technical issues yesterday which made us disable the flash NetEnt casino for a short time. As a result we've put up a message in the casino lobby stating we have technical problems and that customers can still enjoy a casino experience at the Microgaming casino, which we offer next to our NetEnt casino, on another domain.

The 'disappearance' of your money was in fact just the wallet not being visible while we disabled the casino services to fix the problem. I can assure you that customer's funds have never been in jeopardy and were safely in the account at all time.

We're investigating which customers were not able to play and we will send out an offer and apology early next week for the inconvenience caused. Please get in touch with me over PM with your Unibet details so I can already offer you the compensation during the weekend.

I appreciate the feedback on this forum because I do want to have a closer relationship with our customers. Reading your post, I do see that we can be clearer in our communication on site when a situation like this happens, we possibly rely too much on customer support to deal with customers' inquiries.

I'm very dedicated in making the Unibet experience a pleasant one and Casinomeister users have contributed with various comments and tips over time which I appreciate very much.

Best Regards,
Joachim, Head of Casino & Games

 

[vinylweatherman]

Hi kakkama,

I'm very sorry about the inconvenience caused and I agree this is not acceptable. Allow me to shed some light on the situation and offer you my apology.

Together with our casino provider we ran into technical issues yesterday which made us disable the flash NetEnt casino for a short time. As a result we've put up a message in the casino lobby stating we have technical problems and that customers can still enjoy a casino experience at the Microgaming casino, which we offer next to our NetEnt casino, on another domain.

The 'disappearance' of your money was in fact just the wallet not being visible while we disabled the casino services to fix the problem. I can assure you that customer's funds have never been in jeopardy and were safely in the account at all time.

We're investigating which customers were not able to play and we will send out an offer and apology early next week for the inconvenience caused. Please get in touch with me over PM with your Unibet details so I can already offer you the compensation during the weekend.

I appreciate the feedback on this forum because I do want to have a closer relationship with our customers. Reading your post, I do see that we can be clearer in our communication on site when a situation like this happens, we possibly rely too much on customer support to deal with customers' inquiries.

I'm very dedicated in making the Unibet experience a pleasant one and Casinomeister users have contributed with various comments and tips over time which I appreciate very much.

Best Regards,
Joachim, Head of Casino & Games

It seems the big problem was the information vacuum, not the temporary loss of the Flash casino. While there are players with sufficient trust in the brand to believe their money had NOT vanished, but was simply not visible, it seems there are also players who's trust in this industry has worn so thin that the slightest hint of anything untoward has them reaching for new pants, as well as a panicked posting.

When a player is PANICKING because they think a large sum of money has simply vanished, the LAST thing a casino needs is CS not responding in a similar "panic stations" timeframe.

This will probably happen again the next time a technical issue forces some or all of the service to go offline. When this happens, all the player knows about it is what they see on the website, or in the casino lobby. Management should ensure they see nothing that might lead them to suspect something really bad has happened. Such things HAVE happened before, with some "temporary technical issues" actually being revealed as the site responsible having gone bust and "done a runner". Many remember the many "technical issues" Hippo Jo were having with their payment processor, with constant promises that all would be resolved. TUSK (Casino Action) well, CM Accredited Wednesday AM - BUST Wednesday PM - and this was MICROGAMING, this was one of those things that we were told "never happens".

The above post from the Unibet rep should also be offered as explanation to all players, not just those here at CM. It could be put on the website for a day or two after the flash casino is fixed so that less worried players at least know what happened.