Have played my first session after the update and I have to agree

1) the reload system is ****ed up, sometimes I can't reload sometimes I can, while there hasn't been a problem in that department before...
Also sometimes when I CAN reload, I see a message on the table "you will be seated when the next hand starts" or something like that, very weird bug...

2) I agree that also the timing for a decision is ****ed up, IF you want to keep this like the way it is now, please add a setting where you can chose to automatically activate the timebank. Now it just sucks for people that are multitabling

The rebuy system also took a turn for the worse not sure why you guys are changing features that were working as intended ? The recent update only made things worse im my opinion. I hope these things can get hotfixed and wont take another month to fix.

This is just beyond me. How can Unibet bring updates that make things worse every single time?

- The time bank: I understand that there is somethin' that needed to be done about people takin' full time bank. But havin' 9 seconds to act or be sit out on every table you play is ridiculous. Do something like 15 seconds or make sure the clock appears from the beginning so you have time to click it. Not 5 seconds before you time out.

- Reloading: Nice job once again ! Completely ****ed up. Like smetje above me: Sometimes I can rebuy, sometimes I cant and sometimes I click max but it rebuys to a random amount.

- Table Pop Up: Only works about 50% of the time, could be me.

- Cashier: Here 2, bugs when I open to client and says I have no money in my account.

Decided not to play this weekend because of this. I will follow this topic to see how this develops, dont feel like playing on an unplayable site. Every month with the update this topic is full of complaints, this is unacceptable. Don't you guys test these things or something?

Pretty much this. Andrew you put in the best effort to make the pokersite one of the best sites out there atm (my opinion ofcourse) but these updates and randoms bugs are starting to become pretty annoying. Also got the 0 EUR money in my account bug. It seems like the IT guys do a subpar job it seems like updates are just released without even testing them.

And the table tiling is still not in the client kinda strange to start adjusting working features for the worse and not add table tile option

Everyone knows that any new site employs peoples to play on his site to be lure for new players, why you think that is a different with unibet? Especially after they leave microgaming network. UnibetAndrew is employed at unibet, maybe he can explain some info that I saw on one forum that unibet had between 100, 150 peoples (bots), which are be a lure on this site after they leave a microgaming network!?

I think shes right, this is what Robbie the robot said when approached about this thread.

Sorry for the delay in replying to all of these. I was off sick yesterday which was rather bad timing.

Commenting on cases: I am not going to post any information about other player's accounts. I am not going to post any information that the fraud/security department wouldn't tell a player directly (so I probably won't post much on procedures or methods used). And I am also not going to post any information about the player unless they say it's fine to do so. But within those constraints, I will post on issues brought up in this thread if I can.

Sometimes it will take a while to get information on cases too. I can instantly reply on most poker issues because they're part of my job. But fraud and so forth is not.

So... Let's start with a crappy one. There are two problems here. 1) you were blocked when you should not have been, and 2) you were not able to escalate the case for review.

I believe the former was partly down to miscommunication between MGS and Unibet, and partly down to a mistake from the person who handled it on our end. I don't know what happened with the lack of escalation yet, but the fraud manager is investigating this. It was 15 months ago so it's quite hard to track down some of the details.

Rokent, I'll PM you once I've finished replying to today's posts. I believe Customer Service will be in touch too.

The Eugen situation: I have asked that department to look into it and let me know. I'll post when I have more.

We don't detect chipdumping from one hand when you had the nuts and another player shoves in with second pair. We detect it from a large number of hands, amongst other metrics.

Well, I'm interested in those posts if you can provide them. It wouldn't make much sense for us to block only Balkan and Eastern European players, and it wouldn't make much sense to wait until they had a specific balance. Unibet are a large publicly traded company, and poker is a small part of it. It'd make no sense for the company to do what you're implying.

Unibet don't operate any bots.

We have caught and banned a few bots run by players though. We aren't going to ban anyone who plays against them - the fault is with the person who runs the bot, not the person who plays against the bot.

We certainly ban players who have committed chip dumping, it is true. We don't ban players for winning though - I don't want to name names, but a couple of posters in this thread have won a lot more than €500-€1500 but because they did it honestly they do not have any problems with us.

Because it took me so long to write the first post, I've got an update already on this one. You were blocked because of a loose link to an earlier fraudster. I asked them to re-investigate and they have now unblocked you.

This case shared the same problem as Rokent's - you tried to escalate and weren't able to. Something is going wrong with the process for escalating past the front line support. We'll look into it. Meanwhile I'm fine with short-circuiting the problem where necessary. And I'd like to emphasise that the "Katarina94" case doesn't have this problem.

I believe CS are going to contact you too Eugen, and I'll PM you later today.

Thank you. I lost hope many months ago, nice to see that someone cares for the costumers.
Nice to see a 5 star support on public forums.

Sure, done.

Added:
• "Play Another SNG" feature
• Cash and tournament ticket information in the balance menu
• Made various notifications linkable to corresponding overlays from drop down
• Time bank feature to trigger only when clicked manually
• "Table prioritizing" feature (available in the settings) making active tables go to front when it's your time to act (Desktop only)
• A "Full Schedule" button in the specific tournament lobbies leading to the full tournament lobby (Desktop only)
• A loader to indicate when tournament data is being loaded
• A hand cursor to clickable links
• New mission for September (Desktop only)
• 7 new female avatars

Changed:
• The full schedule button color in the quick lobby from grey to green to stand out more
• Table button icons and their order
• Used and expired cash tickets now disappear from the profile page after 3 days (was 1 day before)

Fixed:
• causing freeroll tickets not to work for tournaments with ticket buy-in method only (Desktop only)
• causing cash game tables to freeze after going all-in and trying to buy more chips
• preventing players to join Fast Hold'em games sometimes
• causing players to be presented with ticket buy-in option when there were no tickets to use while playing SNGs
• causing players to be "blinded out" and not able to play another SNG

This isn't related to the update (or a lack of poker testing). Unibet as a whole had cashier problems yesterday, which stopped some table joins, lots of rebuys, and lots of balance checks. They lasted for approximately 4 hours over the whole site, then poker took an hour or two to recover as there were so many errors in the queue. It should work again now as it used to.

That doesn't mean it's fine that it happened - of course it's very bad, and I'm sorry about that. I would be a much happier man if we didn't have these technical problems, and I'm sure you'd all be happier too.

Yes, this is feature rather than bug. It also makes it a lot harder to bumhunt. I know that it has its downsides, but right now I favour the arguments for keeping it.

The current system is meant to give you 10 seconds before the timebank button appears, then a further 5 seconds for you to time out. The timebank has 10 seconds.

The plan is to increase the timebank to 20s. In my opinion, 15s before you time out without activating the timebank is fine, but perhaps it would work better to have the button appear after 5s, then give you 10s before you time out? Or do we need to increase these times too?

I'm afraid I'm not much use for support queries. I suggest sending a mail or calling instead, as it should be easier to explain the problem.

Sure, done.

Do you get this on the ticket or on the mission? The mission works fine for me.

Yes, if a ticket goes to under 50bb, it's credited in cash. That's why tickets are always 100bb+. I'll mention this again to support.

Sorry, I can't help with anything support related (particularly non-poker). I recommend you contact them instead.

Thanks, I'll suggest it.

I wrote the specs for carousel-overlays earlier in the week, but I think it'll be a few months 'til that kind of thing is in.

There's no auto re-buy on purpose. We think that when you have that kind of feature and someone doesn't use it, it generally identifies them as a new player. We are trying to avoid all features that identify people as new players.

I recognise that this can be annoying to everyone else, but we think overall it makes the ecology healthier and thus the site a better place to play.

I believe tiling will make it into the next update. The release yesterday was very similar to the one in June, except this time it didn't break everything (possibly timebank issues aside). And in before any cashier comments: that wasn't related to the poker release, it was just an unfortunate coincidence.

You're welcome, but I'm sorry that this happened in the first place. This probably sounds bad, but I'm not TOO worried that you were blocked. Employees make mistakes and I don't mind that they happen sometimes. The real problem here is that you weren't able to escalate it so that the mistake could be fixed. It really shouldn't take 15 months to be able to resolve it.

Thank you for this, although I do not quite understand what escalation means, I will suppose that was a miss-communication between support and security team. Don't know if matters though because I closed my account days ago through support chat. I will see, but I keep my interest to check that email with the explanation, I am really curious to see what happened.
Thanks again Andrew.

Well, you also can say that I am hacked a thousands accounts and transferred money from this accounts to my account, and block my account, because you don't shove me any proof, so you can do whatever you want, because you have the power to do this! All what I want is to shove me a one proof of this my cheating!
I can provide you this post, and will provide you with screenshoot, but I am not sure that you really want this in public. Maybe is better to first I send you a proof on e-mail, that you know about what I speaking. You can find my e-mail in unibet database, and be free to contact me, that I can send you a proof. If you don't want to see private this, it is not a problem to I post it here, public.
If don't make a much sens for you, can you than explain me this message: "online gambling from your country is not legal and we will inform police in your country"?

"Unibet don't operate any bots." And you and me know the truth, so don't treat me like I'm without brain!
Be free to contact me on e-mail, to I shove you a proof, and than choose did you really want to I shove it public.
I will give you a proof for this, all what I want is to you also give me a proof of my cheating!

I made like a dozen phone calls, and a lot of mails, even got my pokerstrategy rep to contact unibet in my behalf, but nothing ..
P.S. Thanks Andrew.
When will my account be reopened?

Hi, Andrew.
Could you convert 5 of my UO €10 to one €50 UO?

About time bank:
Currently there's 15s + 10 bank. does that apply to every hand on every table separately or once used on one table, it reduces on others?

Does the same timebank rules apply to cash and MTT's?

Currently you have 15s + 10 timebank to make your play.
Instead of increasing the timebank to 20s I would increase the regular time to act to 20-25s with the timebank button appearing half way through.
Reason for this is that the timebank is used most of the time just as a rescue option in order not to time out. Thinking a hand through thoroughly is impossible in 10s or 20s.

Because Unibet is not a new site. They left Microgaming with their existing player base, so your point is absolutely irrelevant.
Provide the evidence then or stop before making yourself look stupid.

Hi Unibet. How do I report possible colluders at a table? And do u have an investigation team that takes this seriously?

If you say "can you please check again" or "can you ask your manager to look at this", they should do that. I think that in your case and in Rokent's case, they didn't.

As I said with Rokent's, I think it's inevitable that employees make mistakes. I don't love that it happens, but there's nothing we can do. But players should be able to escalate the case so that we can spot our mistakes.

If we think you are chip dumping, we are not going to tell you how we know that. That would benefit only you.

I don't know where you got that message, but I'm certainly interested in more details. I am not included when Unibet decide their policy on how they operate in which market so I probably can't give you any useful comment on it, but it doesn't sound like a great message to send people.

On the other hand, saying "fraud is not legal and we're going to tell the police".... Well, I can understand that statement.

Unibet don't operate any bots.

It should be later today. Could you let me know when it happens please?

one minor thing missing after update:
no explanation on ticket duration for UO 2EUR, just says "10", no hours or days

Yes, could you post your alias again please, or PM me your login?

The timebank works the same with any game. It works hand-by-hand.

In the test version at the moment, we have timebank activating at 15s instead of 10s (then you have 5s to click it, then you have the timebank time). If it works fine, we'll introduce that to the main client. It won't require a client update.

We do - support should be able to escalate those cases, or you could PM me, post in this thread, or email me. I'm andrew.west@unibet.com.

Andrew, thanks again for answering everything so thoroughly, one thing you didn't address is my suggestion to add a setting which activates timebank automatically (I dont think you can have any issues with that as this is also possible on other pokerclients and it doesnt benefit the regular players).