Unibet Casino UK

Good morning,

I have opened this complaint as I believe unibet have not been fair due to a problem at their end or their own 3rd party error.

I had been playing Spartacus colossues reel game, I had not been having a particularly good day spinning but kept on going to try to hit the bonus as l have won £600 twice on this website from a £1 stake so playing £2 I thought I may have a good chance of hitting a good win on a mew game that was advertised for me.

After staking £463 (screenshot below) the bonus feature l had been playing for 3 theatre simples dropping in giving me free spins on both reels with a potential for 5000x my £2 stake, on my first spin the Spartacus symbol dropped in on my 1st set of wheels which as confirmed gave me £28 winnings and that was without the symbol transferring over to the huge reels where the big money could drop But with the symbol (screen shot below) transferring to the main wheel it would of been a very good win no matter what symbols dropped but hitting a figure could mean £100-£300 without the X bonus at the end. Sadly this is where my screen shook and made a coin noise which means a huge win and this is where the game crashed and the secondary reels just spun!

I was gutted, I logged back in and out and it returned me to the same game and the same point but just gave me the same spin and spinning reels, I contacted customer service who told me not to worry, clear my cache and history and game would be fine. Also to try another browser, so I logged in on a totally different device, cleared all cache, cookies and data and used a totally different device which l had never used on unibet and logged in. Everything was fine took me back to the bonus and again same issue with a totally different browser and device.

I contacted unibet again who said it may be an issue so to leave it and they will look into it. They requested screen shots and told me not to worry my spins and bonus was safe and they would contact me once they had sorted.

2 days later I received an email to say the game had been sent to a third party and they could not fix the game issue, it was a malfunction their end which meant they couldn’t even finish my spins off and could not recover any wins apart from the partial win spin it had frozen on which was £28!

Unibet then just sent me a link to say under their rules they didn’t have to pay me anything but as a good will gesture they would pay my partial win spin £28 which hadn’t finished and with that specific symbol they know the secondary reels would of paid another £100+ with any figure just for that spin with all my other spins remaining.

On that they offered me as a good will gesture another £22 in total £50 into my account and that was the end of the matter !?

Again after staking over £450 just playing to hit this bonus where as previously stated I know over £600 is possible with a £1 stake and l was playing £2. I also wonder in this day and age with technology that the third party couldn’t recover my spins as this is a real serious issue when it happens so struggle to see they don’t have a system to recover these things, and if they haven’t I don’t think unibet should be using and advertising these games where they are covered by a rule, which in my opinion is unfair and irresponsible in this day and age especially when responsible gambling issue is all over the news at the moment. Unibet should not just to be able to say “kind of tough luck” if your game freezes. I want to have a reply from the third party to actually confirm they could not recover these spins, and l would like unibet to look at this issue which was their end and realize after staking £460 with an actual chance of winning £10’000 with a screen shot showing a huge win just about to happen also l think an offer of £22 is unfair and unjust in this situation.

I feel a fair resolution for this would be my stake back on the slots game as it could of been 10 x more than that and as a fair resolution £450 would be responsible by the company.

Hope to hear a reply soon, screen shots attached

I can’t upload screen shots on this site but have them all saved on request

Regards

Mike