Hello,

I am opening a thread because my Unibet poker account has been permanently suspended without any reason or explanation.

My story:
This year I moved to Tallinn, Estonia with 3 flatmates, also poker players. In April of this year we opened an account and start testing the hexapros.
Before starting to play we asked chat support if we could play together from the same house. The support answer was that the software separates us by having the same IP so there was no problem. We started to play, validated the accounts and it was alright.
Five months later they permanently blocked us from the poker software. We have not cheated, do not use any software, nor we have obviously never played with each other.
They do not give us any reason for this block, any explanation. They don't give us the option to talk to anyone and they tell us that this decision to block our poker accounts is non-negotiable. The only thing that they tell us is about the terms and conditions of Unibet (we attach screenshots of the emails where it appears). Nevertheless we are welcome in casino games but we can never play poker again.
In addition to not being able to play in their room again for no reason, they have returned the ATM funds to us but they do not return the bonuses / tickets / points (13000€ worth), nor 8 Unibet Open tickets (8800€ worth), we could not play these tournaments because we were blocked the first week of October.
According to them, we do not have the right to enjoy the money earned through the VIP system of the room, which has been a lot of hours and effort for us.
Is there really no option to continue playing in a room when you have not done anything illegal? And neither can we recover the money in bonuses / tickets / points that we had earned through the VIP system?
We need information and help about our situation please.
Thank you

https://www.unibetcommunity.com/t5/B.../361385#M15754

As it's a .ee site with an Estonian license, contact them again and ask which government agency should you turn to appeal in this case. They might soften up or they give you contact of the tax offices of the relevant person to contact.

" The support answer was that the software separates us by having the same IP so there was no problem."

What does this mean ot you ? It reads like they said, if you play on the same IP, they will detect it ........ problem ?

Was "no problem" with your plsying from the same house/IP simply your conclusion or was that what they actually said .... ...in writing ?

They released your balances ? (I get it that you say you earned massive bonuses also.)

As am I... anybody else? I tried deleting/downloading anew the client but to no avail

The account will remain suspended.

If you are innocent and honest players, then Enn Sink's advice looks good. If you have been cheating, I would guess you know exactly why they took the action they did because of what Andy-Unibet wrote to you:


Re: Permanently suspended without any reason or explanation

The account will remain closed. The following T&Cs may not have been communicated via email so I will add them below.

From Challenges promotional page

Unibet reserves the right to deduct any loyalty points earned from an account that is suspected to be involved in the abuse of this promotion.
Unibet reserves the right to close or remove any account that is suspected to be involved in the abuse of this promotion and confiscate paid prizes on such accounts.

From the game rules

Unethical Play
11. Poker is an individual (not a team) game. Any action or chat intended to help another player is unethical and is prohibited.

12. Unethical play, such as soft-play (playing less aggressively against a partner) and chip dumping (intentionally losing chips to a partner), may result in penalties, including seizure of funds from the offender's account and/or termination of the account.

13. You accept and acknowledge that we reserve the right, both at our sole discretion, to collect, process and record both in our databases and information in connection with your game patterns, personal data, depositing of funds and any other related information and inquiries that will help prevent any fraud, collusion or alike improper behavior.

14. Unibet routinely reviews game play to look for violations of our rules and to ensure the integrity of our games. It may be necessary to withhold player winnings until the completion of game play reviews.

15. You are not permitted to use any automatic gameplay, artificial intelligence including, without limitation, “robots” or any interaction within the Unibet poker that is not the direct result of you personally utilizing the Software for the purpose it was intended.

16. You accept and acknowledge that we reserve the right, both at our sole discretion, to Poker Rules version 1.3, last updated on 12 January 2015
detect and prevent the use of prohibited programs, including but not limited to hand trackers, HUDs (heads up displays) and screen capture techniques. These steps may include, but are not limited to, examination of software programs running concurrently with the Unibet poker software on the Player’s device.

17. You agree that you will not attempt to bypass, interfere with, or block such steps, including, without limitation, the use of third party software that bypasses, interferes with, masks or blocks such steps. Any attempt to restrict Unibet poker software in this matter will entitle Unibet to immediately suspend or block any Unibet services to you.

Unibet looking pretty scummy here imo.

There are a bunch of mixed issues here.

1) Any business can reject the custom of any customer if they wish*.

2) Every customer has an inherent right to natural justice.

3) Sites can stop serving customers without providing any explanation.

4) Sites can not confiscate money from customers without explaining the alleged offence to the customer, and without giving customers the right to defend themselves. That's inherent in (2) above.


*This is not absolute; anti-discrimination laws, etc, apply.

Funds were not confiscated, OP stated that cash balances were returned in first post on community thread.

The T&Cs from the I posted in the community thread and that were pasted here as well cover the reasons behind all other rewards not being paid out.

This sadly is nothing new. They have done the same to several danish players of their sportsbet. Suspended their account after big wins and refusing to pay out the money.
You are lucky, you got the original amount back.....

LOL What are you talking about? It's new for me..... Unibet has the best score at Casinomeister. Google "withdrawal problem Unibet" and you can only find solved cases.
Unibet has the best withdrawal time of all casino's.


This sadly is nothing new. Nothing new that you are negative.

I believe OP cheated because Unibet does a lot for players! More than other poker sites/casino's

And what happened with those cases? You think there's a reason none of them were turned into lawsuits?

I'm not sure why the Danish team stopped responding to the threads on that Danish poker forum, but I did respond in the past, and as you can see from those threads, people would say we scammed them, when they created multiple accounts from same device and abused the welcome offer. I can't say if this is the case in those newer cases, as I haven't been involved at all.

We don't confiscate any funds without a very good reason. Period.

So what you are saying, is that it's OK for Unibet to suspend these Danish accounts for "investigations" for more the 12+ months at the moment without coming to a result. None of the players have been told that their account is banned/closed or anything. Only reply has been --> suspended for investigation and to wait for the result.......

If Unibet believes that someone is cheating, then they should make that VERY clear to that person and close the account. That's it.

Don't know where you're getting this information from. The threads I have seen haven't been ones with pending investigations.
No, I obviously don't think it's okay for a case to be pending for a year - or even 1 month - unless it's due to the customer refusing to send in requested documents.

Unibet sportsbook underpaid me on several bets over a prolonged period of time.

When I noticed they said they would do a thorough review, and said it only happened once. After I persevered and escalated it they used several other excuses to attempt to cheat me out of it, before finally admitting it had happened but saying there was nothing they could do due to the length of time elapsed.

After much more complaining and emails from me they finally offered me free bets to make up what they said was the difference, but in reality I had no proper way of knowing the amounts.

This sounds very, very strange. Never heard of anything like that. Would love to have a look at the case, if you send me your username.

When I posted it on the unibet thread here you or nobody from unibet replied to it then.

When I posted it on the unibet community site nobody replied there either.

Rather odd that you weren't as interested then?

One of my usernames is oldguybeard.

The OP made this claim:

I have no way to verify the above claim.

However, if you want to make the argument that Unibet bonuses/tickets/points/etc. are worthless, that might well be convincing to a lawyer or a judge (I suspect not, but, court records show that half of all legal advice received by litigants is wrong). It is certainly not going to be convincing to a human or a customer.

If you're confiscating things from someone, a poker site should clearly communicate to tell the customer what they're alleged of doing, and give the customer a chance to defend themselves. This should be well within the capacity of any legitimate site/operator. Sometimes, poker sites make mistakes, and there are legitimate explanations for things that initially appear to be suspicious.

When I led game integrity teams in online poker, I sometimes came across players who had honest explanations for initially-suspect behaviour. Sometimes, my initial review of cases made errors. I think I always asked the customer for their response, because I'm not perfect, and as an investigator, I would always benefit from more information.

I didn't say they had no value and the T&C state that if a player is found abusing the promotion Unibet can confiscate the points and prizes won.

It's not a single customer in this case, it's multiple accounts.

his answer is useful, we are looking for the best way to act. We are going to ask that. Thank you!

We asked the Unibet chat support if there were any problema playing from the same IP/house and they answered there were not any problema if we didnt play in the same tables. We didnt play the same tables obviously, in fact, the software put us in queue if some of us was waiting to sit.
Yes, they released our balances but not the tickets/bonuses/points (this bonuses were big amounts because we were playing the highest stakes in hexapros and playing around 4k games per month each one).

Why?? What is the reason?? You only copy paste this terms and conditions and are not related with our case.
I repeat we didn’t anything against other players or against the software, we asked Unibet if there were a problem playing in the same apartment. Anyway, if this is the only thing you have against us, why you don’t ask us to play from different houses? We would have done it.
Give me reasons or solutions is always better than blocking accounts directly. I don’t understand anything yet.

I understand all these T&C but:
11. We played individually, never as a team. Never in the same tables.This is not our case.
12. We never did that.
13. We never did fraud, collusion or any improper behavior.
14. No rule has been violated.
15. We didn’t use anything of that.
16. We didnt use any software.
17. We agree, but we played fairly!

Okay Im not saying they have done something ilegal, I just try to solve this problem because you have to understand I think this is not the best way to act from Unibet. We were playing for months, paying a lot of rake and they compensate our time and effort blocking our accounts with no reason and taking off part of our acumulated bonuses.

So i posted my username, and nearly a month later heard nothing.

Shouldn't be surprised.

Anybody placing bets with Unibet should check there winning payouts thoroughly, they underpaid me several times and would not correct it.

Apologies for someone not getting back to you sooner.

I've checked your account and you were informed of the decision back in August. Your account was not eligible for 'Best Odds Guaranteed' when you placed the bets you're querying which is why they were paid out the way they were. You've been opted in for BOG going forward.

Honestly thats rubbish. To be clear, i have never received any emails saying this from Unibet, And to prove its bullshit on the 11th March i bet a horse that won at a higher price, noticed the underpayment and contacted Unibet who immediately gave me the difference in cash, due to 'Best Odds Guaranteed'

Then after that there are times when i was underpaid.

The very worst thing though was the customer service, some of the emails i have been sent from senior members of staff show a complete lack of understanding of betting.

To give one example, one person conducted a 'thorough' review of all my bets, and found one instance when i was underpaid. The last email i got from Unibet said there was fourteen.

I had CS send me a copy of all the communications and can see your were sent emails on 25/08 explaining the situation regarding your account and why BOG was not given. They also appear to have credited you the difference on bets that would have been eligible if your account had been eligible for BOG when placed, gave you additional free bets and have enabled your account for BOG.

Ultimately, none of the bets you placed before the end of August were eligible for BOG and the agent(s) that paid out the difference were actually in the wrong and should have checked you were eligible for BOG first. It should have been looked at after you raised it the first time at the start of the year but if the agent just assumed you were eligible and it was a payout mistake they're probably not going to dig any deeper.

While I agree there have been some mistakes made it looks to me that CS has given you everything you would have got had your account been opted in and some extras on top so I'm not sure what you want from Unibet at this point.

That is hilarious.

I guess if you want to play on a scam site - expect to get scammed.