I got disconnected from Unibet, which caused me to lose about twenty euros. My Internet connection was fine (I could open various websites), so the problem was with Unibet server. Furthermore, I didn't get any disconnection protection: I was inactive just for a few seconds, but when I was back the hand had already been played (I'd "folded", as I couldn't press any buttons).
Anyway, I reported the problem to Unibet (at info@unibet.com) on the same day, April 18th. Here's a brief log of what happened from then on:
April 20: got no response, sent another message.
April 21: reply from Franco, who obviously didn't read my message.
April 21: replied asking to re-read my question and actually answer it.
April 22: got instructions to send them logger files; done.
April 27: no response, sent a reminder.
April 27: reply from Valentina, who said my e-mail didn't have any attachments (checked my Sent folder - it did); told them so.
May 12: again, no response, sent another message saying that I'd share my experience on poker forums :-)
May 12: another message from Franco, who repeated that I hadn't sent them logger files; OK, re-sending them the files.
May 26: no response; sent another reminder, which has been left without reply so far.
So, it's been about 40 days, and I haven't received a single meaningful reply. I believe this is the 2nd worst possible customer service - right after not replying at all.
If you've contacted Unibet support in the past, please share your experience. I don't understand how they can treat their customers like that and would like to do something about it.
