Unibet poker is a scam and a joke!

This is my appeal against the decision that unibet made, that i am a gambling addict and my account needs to be permanently closed.

I'm writing this entry in english because i want this to be read in many places. I will in detail analyse and explain the event that unfolded with quotes and logs.

The TL;DR version is: I asked from unibet support if there is a way to self regulate. I had been a pro poker player for 10 years, and stopped playing for a living 6 years ago, but i do play casually (one night of small buy in tourneys every 3-4 months). Upon this request, my account was suspended until it was examined for possible gambling addiction. Then without any word (and going back on their own word promising me a phone call) they outright banned me for good forever, because i am a gambling addict.

The detailed version:
So i was a cash game pro mainly playing live, but i dabbled with all forms of poker and did at least okay. I am very far from what you could call an addict. In fact I'd like to copy here the description of addiction.

According to https://www.mentalhelp.net/addiction/

1. Addiction includes both substances and activities (such as sex and gambling).
2. Addiction leads to substantial harm.
3. Addiction is repeated involvement despite substantial harm.
4. Addiction continues because it was, or is, pleasurable and/or valuable.

(for more info check the link  and read up) (additionally, most websites kind of agree on these definitions, but there is no one de facto answer)

Based on this, and everything i have experienced i was never an addict. I was super enthusiastic about poker, i wrote a blog about it. In fact it is this very blog, that i am writing now as an english teacher (who does not really care about correct grammar when writing here because im lazy and also because of stream of consciousness writing)

It never seriously interfered with my social life, i always kept it in balance, and tried to always ask for the opinions of my close friends.

I also think it is vital to think about the possibility of addiction when being present on a daily basis in a place that basically worships addiction. That being the casinos. And i also think it is absolutely crucial to think about it, in order to self govern, and keep things in check. I stand by the fact, that there is a possibility for anyone that plays poker, that there might be an addiction present.

So what happened was, I was planning on playing the unibet online series (uos) that was happening the next two weeks. Only in the low stakes bracket that would cost me under 250 eur. But as i was a pro poker player i couldnt help myself but try cash games, because that was my forte, and why would i leave money on the table when it could be won. (note how this is completely different from addiction)
So i played some NL10 PLO, and i lost about 3 buy ins. I am not a good plo player i can recognise that but at least all my all in showdowns were totally +EV.
Anyways i got fed up with not being able to win any all in show downs and decided to ask support if there was a way to turn off cash games for myself. As was the case at PokerStars the last time i played there.

So i ask it, and in the middle of my MTT satellite session i get suspended. I will now copy everything in that was written in the chat, but not in a big block but piece by piece, analysing what was said why it was said, and how it makes or doesnt make any sense.

Lisa: Welcome to Unibet!
Attila: Hey.  I just want to know if there is a way, to self regulate my account, and disable cashgames for myself as part of a selfregulation, due to possible gambling addiction?
Lisa: HI Attila
Lisa:  I'd be happy to look into this for you in a moment.

Here you could say, I already made a mistake by calling myself an addict, and you would be correct. I miss characterised my  situation, because i wasnt aware (at the moment...consciously aware. I knew the definition already) of the exact definition at the time, and i was just messaging support, not really giving too much thought to the process.

Lisa: You think you might be gambling addicted?
Attila : No, but i dont want the hustle to keep myself away from any kind of cashgame, when i just want to play tourneys
Attila : date of birth _____
Attila : ______@gmail.com
Attila : zip _____
Lisa: thanks one moment
Lisa: I don't really understand so you want to block a product?
Lisa: Or you feel you could get into an addiction if  you do not block it?
Attila : I want to play poker, but i really hate cash games but im affraid i would not be able to stop myself from playing, so in my poker client i want to keep on playing tournaments, but not cash games.
Lisa: Due to the information provided I have for now suspended your account until further notice from our responsible gaming team. We will then look into it and get back to you immediately

Upon the support's request to clarify i state that i am not addicted, but i dont like the hustle of keeping myself away from the CG tables where i know that i am profitable (not anymore really btw...hence the urge to stop doing it). I didnt go into much detail here, because she didnt ask, and i assumed it doesnt matter at all. .... boy was i wrong?!
To further clarify, i just felt like i should be playing cash games because im wasting opportunity and money not playing them, but i also wanted to just focus on MTT satelites and tourneys, and decided it would be easier for me to do so if i can self regulate my account.

I'd assume this would be a default question to be asked before banning anyone, but hey, what do I know....

What unfolded after this was first a total shock, then a hopeless attempt to try and reason with a droid that cannot be reasoned with because it refuses reason, and blindly follows policy. But as you can see, i was assured and will be assured multiple times that i will be contacted later on, which they never did.

ttila : what?
Attila : Are you serious? I'm contacting you for a convenience, i have specifically planned my work shecdule around the next two weeks the Unibet tourney series.
Lisa: I can understand but your words were a bit worrying and we treat this very seriously
Lisa: I need to have the other department to look into this and we will contact you back immediately to see how we can proceed

Here she acknowledges the fact, (that later became crystal clear) that i triggered some kind of word or phrase that if written by a customer defaults you to a suspension. This is dumb beyond comprehension, but hey, i will be contacted and will be able to explain myself later. That was my thought.

I'd like to draw your attention to a huge contradiction here already. I am being suspended because i said i might be addicted. On the other hand i also said i am totally not addicted. For unknown reasons one of my statements carry a greater weight than my other.

I would say i might be in a position to actually know objectively if i am an addict or not, because of my decade long experience of self observation, that is vital in becoming a successful (live) poker player, where stats don't tell you when you are wrong. BUT, they don't know that, so assuming that I know that i am an addict is in fact dumb, because how could i, a random player ever assess that. Maybe i have an irrational fear, maybe i am just simply cautious.

Apparently nothing matters because if i say i MIGHT be addicted i am indeed addicted, and if i say, i misspoke, that doesnt matter because i've already said the magic words, and the spell is cast and im out on my ears. (while this happened 3 days ago, i still cant believe the level of incompetence going on here, and i am baffled)

Attila : I absolutelly 100% dont want you to block my account. you can check my history that there is no sign of any kind of misschief.
Lisa: Absolutely I can understand this but I am a bit worried due to the information provided We will do our best to get back to you immediately ok?

Another reassurance, that they will be contacting me back, and of that this was indeed triggered by what i said, which should have no merit in the matter, as i am not an expert (as far as they know)

I allude here to the fact that if she would just take a fking peak at my account, would see, that the frequency i play on their site is super irregular, once every season (literally) and i never upload more than 100 euros, and my ROI is well over 100% which means im not even losing. Basically: it is not a reoccurring constant habit, and in no way harming me mentally or financially. Thus it is 100% not an addiction.

Soooooo basically because i reached out with a question .. and i was foolish enough to say that i am a customer already and not a player looking to get into your site, and just scooping for info, you unilaterally decided that i am addicted even tho i explicitly said i am not, and i want this for merely as a convenience thing, you blocked me for god knows how long and are putting me through a process i do not wish to be any part of as i will not be around the next day, and i cannot use my account now.

Ye, i shoulda just contacted them with a fake email adress claiming that im not a customer yet (lesson learned (btw i did this before for safety, i would not have thought that i was right to worry about such things) )

Lisa: I never would say you are addicted
Lisa: This is not what I said

This is pretty important, because this is what takes over the conversation mostly. While she claims that she does not say that im an addict, she handles me as one, and acts accordingly and suspends my account. At this point i dont care about what you say, because your actions speak louder than words. You can say what ever you want, if you treat me like a retard i will rightly assume that you think i am a retard and that is basically the end of that conversation.

Attila : yeye just that you suspect that i am and thusly u block my acc
Lisa: You mentioned that you are looking in what you can do to block a product because you are scared to not being able to stop yourself
Attila : Okay, how about if you say im not an addict, and im saying im not an addict, then you dont handle me like one?
Lisa: I blocked your account for now so we can look into it. This does not mean we cannot reopen it anymore Your account is basically on a little "break" until I have the corresponding department getting back to me
Lisa: I will immediately contact you again once this has been done

Ugh boy. If you couldnt guess, this "little break" line fucking broke the last barrier i had to control myself. I'm a teacher i work with kids from 3 and up. I didnt feel like i needed to be treated like a kid, and handed a "time out" for saying the no-no word. This made me so furious i cant express. I really tried to not go super asshole on this person, but i was screaming inside, and turning into hulk, because i was in the middle of my session, i had 2 weeks planned around the event that starts on monday, and this day was a friday afternoon and i knew they would not get back to me any sooner than monday, no matter the lies she will spout at me.

Attila : but who are you to give me a little break, and say at the same time that im not an addict, when im on my day off and planning to play satellite tourneys all day?
Attila : This will not do mam
Lisa: We have a proactive measure in terms of responsible gaming and want to take care of your wellbeing
Attila : I dont know how further i need to explain myself i come here with a question and get banned because i dared to ask something a little touchy?
Lisa: I would really appreciate your understanding and I promise you I do my best to take care of this as soon as possible
Lisa: I would get back to you via email

At this point, i already knew nothing i would write would change this situation, but of course i kept trying. I told her not to contact me via email, because i know written words can be interpreted in many different ways depending the agenda / mood of the reader, and i dont want that hustle. I would rather explain myself via phone because that is just a lot faster and cleaner.

Attila : Okay. But i dont consent to you blocking me right here, as i said i have this one day off i am planning to play satelites today, and you are cockblocking my plans
Attila : you cant get back to me via email. I can provide you a number you can reach me through
Attila : i dont understand you because you are unilaterally deciding that i might be an addict, you totally forego everything i say, because you think i might be an addict, discarding my wish, my plans for the day and everything and choosing an extreme measure punishing me for asking a question.
Lisa: I am very sorry I can understand that you are upset now. Please do not think I want to limit you or anything .. this is simply because we are trying to make sure that you are playing responsibly. so I just wanted to forward this to the right department

Here is more me trying to explain, and her giving me empty words, platitudes and cliches. If it was true by any extent, they would have looked up my data in a matter of minutes, to figure out, that in fact i have deposited thus far around 550 euros, won around 1200 in tournaments, and probably lost 200 in cash games.....further proving why i would like to stay away from cash games. Doesnt matter if it is just a bad run, or am actually bad, i wish to do this and that was all.

They could have looked up this fact alone, and concluded that it was not an addiction. They could have checked the frequency at which i play (that is once every 3 months on avg) and concluded that i am in fact not an addict, or even a casual regular.

Lisa: Once I have the answer I reach out to you immediately
Attila : I would understand you saying we will investigate you, or you asking me if you can contact me to investigate, but just straight up blocking me is ridiculous
Lisa: I do not decide

Here I am reassured for the third time that she will reach out to me. And i keep on trying.

Lisa: I do not decide
Lisa: that you are an addict. Absolutely not
Lisa: I would not say this
Attila : you decided it when you blocked my account didnt u?
Lisa: We are investigating but this can be only done by suspending your account until further notice
Lisa: Please allow some time until we have some news

Here im given a glimpse into what allegedly happens. My account needs to be suspended in order to be investigated. Just for clarity's sake, i dont  believe this for a moment. I dont think my account needs to be suspended in order to be investigated at all, as it can and have been looked into by staff whilst it was still active. I guess she means it is their policy and procedure to suspend it, and no circumstance ever matters.

She also says that there is an investigation, which at this point i assume will have a result and details, and a certain way it being conducted, and at the end, i would be informed about the details of the investigation and how a decision was reached. Yet again i was sorely mistaken, as i was given zero reason why i was suspended for good other than "it's for your own good".

By the way, this line of reasoning makes me pretty mad, because it is very similar to the usual SJW behavior and group identification, where details dont matter, facts dont matter, only the judge's opinion matter. Which is the direct opposite of an investigation, of factuality and of science. But we are not there yet.

I hope at this point I am clear enough about my then mental state, and am forgiven for feeling frustration, while playing a session, asking a question, being online with the person that decided to ban me based on some arbitrary reason, that she thinks is valid, and refuses to accept any responsibility, and then proceeds to tell me that i cant really talk about this with her, because it is not she who makes that decision.

This is a reoccurring theme by the way. I never got to a single person that could explain anything in detail, let alone able to engage in any sort of argument. And as always, it is portrayed as if it is in my best interest. They do everything in my best interest, even though i assure them that it is not, and can actually back my claims too. But that never gets heard....for a reason i guess.

Attila : aha. so fuck me for asking a question and you will brush it all of with a "sorry that we are inconveniencing you" huh?
Lisa: I can understand you are upset right now but please understand that we are taking such comments and words very seriously
Attila : Why would i ever accept anything from you when you are not doing anything in my interest and yet pretend to be.
Lisa: I am sorry if I have upset you
Attila : or you are saying i cannot decide what my interest is?
Lisa: I will try to solve your issue as quickly as possible for you
Attila : What are you going to do with the fact that i said you wont reach me via email?

Here i bring up the fact, that in all her wisdom (yes sorry i cant stay 100% objective here, and i think i can afford the subjectivity) she totally ignored my request to call me and not email me whilst assuring me over and over, that she will most definitely reach out to me as soon as it is done.

Lisa: Your interest is to look if we can block a product from you
Lisa: I have forwarded this request
Lisa: And I am looking into it for you
Attila : you havent asked for my phone number tho
Lisa: Why can we not reach you via email?
Attila : because i said so
Lisa: Your Phone number is on the account
Lisa: Is this one correct
Lisa: So you want to be called?
Attila : im not sure that number is the current one. where can i check the registered phone number?
Lisa: Phone (Mobile) : 0036--------
Lisa: Is this correct?
Attila : can i even since my acc is blocked. maybe you do it for me as i am not capable.
Attila : no its not
Lisa: What is your correct phone number
Attila : can i provide you one you can reach me througH?
Lisa: yes sure
Attila : 0036-------

I knew it was fruitless to try and explain to her, why i would rather have them contact me via phone, i just said that it is my option that i choose (that they ignored...im sure it was done only in my best interest)

Attila : what an absoulte joke this is. i will never ever again contact "support" with a live account I'll just lie that im not yet a customer. This is absolutelly unacceptable, and you will say nothing more than "sorry" because you dont care about me you care about the company and this is just sickening that you can take controll away on a hunch despite everything else.
Attila : its gross
Attila : would you care to explain what the fk will happen now and how long will i be dragged through this sht i never asked for, because of your hunch?

This is me having enough, and expressing it in a semi polite way. Because i would argue this is very far from being a super dickhead or anything.
Also important to point out, that i'm still seeking info that i was not given. You'd think if they put you through this alleged investigation, there would be a process that they would explain to you in detail.

Lisa: thanks I will forward this number
Lisa: I hope you can undrstand that this is in your best interest
Lisa: we do not want to punish you
Lisa: I am really grateful for being honest with me so that we can work this out the best way

This last line here. When i read i knew what she meant. She was happy that i am not faking acceptance and (in her mind) further proving that i am an addict, because i am not willing to give up my weekend plans, my two week arrangement, and the control over my account, because of her on the spot random decision to block me.

Here i would take a moment to further explain this very situation. People would say "why are you upset, only an addict would be so pissed like you are!" and to that first id say fuck you. Second, this is such a huge argumental fallacy that i dont even know where to start to explain it to you.
First of all not conceding everything i just wrote down, is i think totally normal. I dont like to be pushed around, and i feel like i am being pushed around here, talked down to and lied to at the same time, while my plans my wish and my will being disregarded while preaching that they know better what is good for me. You know... a man has to stand up for himself. Or anyone for that matter. And i am doing it here.

The fallacy is analogous to the "why does it bother you that the government spies on you. If you had nothing to hide, you wouldnt mind, therefore if you do mind you are hiding something" Never mind right to privacy and all the avalanche of issues with this situation. They would argue the same: it is in my best interest, and if i dont comply i am obviously at fault!
So illogical it makes me sick. Just like a few all in bad beats in a very short period of time. Wle!

Lisa: I forwarded our conversation now to the right department and they will have a look and then I will contact you again for the next steps :)

I did not notice that smiley face there when it happened. It is so clear to me. That is the type of passive aggressive smiley people (mostly women) write, when they think they got you.
How would anyone type a smiley face in a serious conversation like this. If i am an addict i am in huge pain having my addiction forcibly withdrawn from me, and if im not, then it is just a spit in the face of the seriousness of the conversation. I think this seriously shows her colors and agenda, with the previous line too. Feeling somehow as if she beat me because this became her goal, to "win"...sounds conspiratorial, but if you analyse and think about it, it seems pretty likely.

Attila : stop saying things that make no sense please
Attila : anyways. explain to me what the process is
Attila : btw wtf is this "I am really grateful for being honest with me so that we can work this out the best way" i asked if there is a mesure here as in PokerStars that you can self regulate and your response to me asking to selfregulate is that im an addict and im blocked now and dragged through some process that your company made up
Lisa: Believe what you want to believe. We take such comments seriously I want to have a look for you what we can do to work this out the best way - I understand you came to us because you want to self regulate but such comments belong to responsible gambling and I want to see what your options are

This is just straight up bullshit. I was never given any option, or even a dialogue. Not here, nor later!

Lisa: So the process again as exolained already before will be
Lisa: having the corresponding team look into this for you
Lisa: I will get an answer
Lisa: We will contact you again

So basically no further explanation. Sit down, and shut up.

Attila : when? ETA?
Lisa: As soon as possible I marked this with high prioritt
Lisa: Since I can understand you just want to get more info on self regulation
Attila : so what is the window for that? There is a big difference within a day or a week?
Attila : specially that the weekend is coming.
Lisa: surely approximately 1-3days
Lisa: I will send them a reminder
Lisa: to look into this
Lisa: by today 

They never did. Or if they did, never informed me. Maybe it was more convenient to just block me, as the shift was ending, and the weekend was coming. That would explain why i was never contacted via phone. You'd think im joking, but there is example to this down the line.

Attila : and so that we are clear. i have no problem with responsible gambling checking me out i have a problem with preemptively blocking me because i asked about self regulation.
Attila : Customs would suggest i say thank you, but why would i thank you for something you brought on me in the first place and now being very helpful to solve.
Lisa: Absolutely I have noted this down ! I have highlighted this that you are just looking for solutions for self regulation
Lisa: You don't need to thank me
Lisa: As mentioned before I can understand you are upset
Lisa: I will have this solved for you hopefully very soon
Lisa: So we can call you after?

I wish they did.

Attila : i just hope that behind your corporate duties you see the absurdity of this situation. A guy asks if there is an option to selfregulate and is billed as  a possible addict. anyways. its a waste of time typing here.
Attila : you can call me any time
Attila : that means even after office hours,.
Lisa: I do not mark you as a possible addict
Lisa: I am not the one to label you 

Just a fun self contradiction in the end. "I dont mark you as a possible addict, i just mark your account that is being played by a possible addict" What a load of bull man. How could she say that she is not marking me, when she just said many times before that that is exactly what she did, and in fact for my own good.

Attila : what does an account suspention mean then?
Lisa: That your account cannot be accessed until we open it again
Lisa: So your account is on a break for now
Attila : what is the reason for the account suspension then

I'm trying to lead her into seeing her own contradiction with my questions. You might have a guess what happens next:

A. She answers the question
B. She deflects the question
C. Realising that she is cornered cuts the convo.

Lisa: I will make sure we are looking into this
Lisa: I have repeated myself already several times I think
Attila : no probs i just want to prove that you are contradicting yourself.
Attila : copy and paste it then to save time.
Attila : what is the reason for the account suspension then
Attila : ?
Lisa: Reason is due to this comment " Hey.  I just want to know if there is a way, to self regulate my account, and disable cashgames for myself as part of a selfregulation, due to possible gambling addiction? " "I want to play poker, but i really hate cash games but im affraid i would not be able to stop myself from playing, so in my poker client i want to keep on playing tournaments, but not cash games."
Lisa: Your account is on a break
Lisa: We are looking into this
Lisa: We will give you a call after
Lisa: I have repeated myself several times and will close this chat now. Please wait for further notice :) thanks so much :)
System: Concluded by Agent

Surprise surprise....

So by this time, i accepted the fact, that i will not care about the upcoming uos. Before monday rolled around i accepted the fact that i will have to accept not getting my account back. Not that it could stop anyone from playing. You can always ask one of your relatives, friends or whomever, to register an account for you and keep on playing.

I also find it very ironic that an organisation, that literally thrives on gamblers losing money on their casino games and betting sites, so keen on banning a poker player that just generates rake and also takes home some money.

Oh one more thing. I contacted them again, just to be super duper sure

25/10/2019 06:22 PM

Liam: Welcome to Unibet!
Attila: Dear Support,  Can you tell me when the exclusion period is over?  Regards Attila
Attila : Hello :)
Liam: Hi Attila, for security reasons, please type here your email address, date of birth and postal code?

Attila :______@gmail.com
_______  and ______
Liam: Thanks.  Please give me a few minutes to check your account.

Attila : sure
Liam: Thanks, Attila.  Your account is not self-excluded, but my colleague temporarily suspended it due to your previous conversation with us this afternoon.  Your account is now with our responsible gaming team and we will contact you via telephone once we have an update from that department.

Attila : ah okay i see :)
Attila : thanks a lot
Liam: You're welcome :)
Attila : when should I expect the phone call?
Attila : next week probably right?
Liam: Yes, most likely
Attila : okay
Attila : :)
Attila : thanks a lot
Attila : that's all I wanted to ask
Attila : thanks a lot for the support
Liam: You're welcome, Attila.  Please feel free to leave a survey for my service when you receive it soon, via your email.  And have a nice weekend :)

Attila : ythanks, sure thing
Attila : have a good weekend
Attila : byebye :)
System: The end user Attila  has disconnected from chat 551877

Reassured one last time, what the process will be.

So the weekend passed, i coached myself how to behave on the inevitable phone call, to get my little account back, but it is also work day, so i went ahead and contacted them in the morning, to make sure they call me, and we can have this conversation.

PART TWO

Teddy: Welcome to Unibet!
Attila: Pls sort my account out.
Teddy: Hi there.
Teddy: Due to security reasons, can you please confirm following:
- Date of birth
- Email
- Street address
Attila : Hi. My account was suspended on friday, because i asked if there was a self control mechanism on your site, and i was labeled a possible gambling addict.
My record would suggest otherwise. I asked once, and i'Ll ask again, to please resolve this issue by the time the Unibet Series starts (that is today)
I has been 3 days and i havent heared anything from any1
Attila : date of birth _______
_____ @gmail.com
Street is ________________
Teddy: I'm sorry to inform you that your account will remain permanently closed, this is a decision from the department in charge and we in the support cannot help you further in the question.

Rise and shine! Rise and shine. I dont need to tell you, this right here set the mood quite spectacularly for me. After all the questions reassurances everything, this is how i am welcomed.
This is an absolute disgrace, and i think one of the biggest parts, why i will not let this go, and will fight till i cant fight no more. The fact, that they lied through and through, and decided to not call me, or give the courtesy to inform me, i have to contact support to figure out, that i've been took and had.

I think it is fairly reasonable to assume that i'll lose my fking mind after this. I did somewhat, but once again with moderation.

Attila : wow. can i at least get a reason for that, or a phone call as i was promised?
Attila : also what happens with my standing bet i made?
Attila : and the money i have on the account.
Attila : And i honestly think i am owed a reason as to why i am banned...other than a generic "because we think you are an addict"
Attila : whic is clearly not the case since i play twice a year, and have always been winning but those are just minor details i guess XD

Ye reading it back, i handled it pretty calmly.

I'd like to point out how slimy it is though, that they managed to ban my account, and not even get a mention of the funds i have in there. I wonder had i not pushed them on the issue, would they've been happy to take my money, just for my own safety as to not lose it?! This is stuff straight out of Orwell's 1984 by the way.

Teddy: Because we're afraid that you will get problem with your gambling.
Teddy: I don't have any more information to give out, sorry.

There you have it. We believe you might have in the future a gambling problem, therefore you are banned. Do facts matter? Past 15 years of experience? Stats? My account's history on your own site. Naaah. It's just their hunch, without proof or evidence, that i WILL!!!! have a gambling problem.
What does that even mean i will get a problem? When? How? What makes you say that? What is your evidence, or just process of thought to come to this non conclusion conclusion....that i will in the future sometime...maybe
This is such BS i cant even know how to describe it. And this is considered a serious investigation.

At this point i think i am totally entitled to send them a few fuck yous

Attila : that is the generic answer yes. and i 'd like to know what you base it on, because there is literally no evidence to support that other tham me being mad for you banning me for no reason.
Attila : okay give me info about my standing bet and money on the account!
Teddy: You need to give me the details I requested in the start of the chart first.

This is gold here. The guy, who is just as qualifiedas the chick on friday, who's JOB is to read and answer chat, did not happen to catch, where i answered his security questions, but they are clearly certified to identify a suspected gambling addict. I'm pretty sure they are not even aware of the definition of addiction. This pretty much sums up the quality of "support" i have had the pleasure to receive. I dont hesitate to tell him this fact, and rightfully so. Basically from my point of view all is lost.

Attila : you know this sums up the level of your "support". because i fking did if you read what im writing which seems to be not the case
Teddy: Sorry that I missed it among all the messages you wrote me.
Teddy: Gives you no reason to be rude.
Teddy: So please behave if you want me to check it for you.
Attila : ye must be really hard to read a chat containing 3 lines at a time. this is why i questioned the other guy randomly decinding that im an addict.
Teddy: Bye.
System: Concluded by Agent

And this part here further proves, why i selected to say this feels like some SJW bull crap. Because feelings over facts. Never mind that he failed to do his only duty, and read the answer to his security question. The fact that i was banned for no good reason, lied to multiple times. But how dare i use a tone that upsets the dear support personel! Never mind that i have money locked behind their account! Nonsense, me pointing out that he fails at his job is clearly over the line, how dare I, and good day Sir!

Pathetic. And I'm quite sure illegal too (holding my funds hostage, for me not being super polite) And once again considering the circumstances I think i was very polite.


So i queue up again, and try to sort this out once again.

28/10/2019 11:41 AM

Fanny: Welcome to Unibet!
Attila: You closed my account and refuse to answer my questions about the money i have locked because i dare to curse. I'll sue your asses if you keep refusing to talk to me and lock MY money away!
Fanny: Hi there Attila!
Fanny: May I please inquire your email, phone number and date of birth so that I can look it up for you?
Attila : date of birth _____
_____ @gmail.com
Attila : +36_______
Attila : the previous guy failed to read the answers to these questions and when i got mad he said i either behave or he disconnects. To which he disconnected to which i said I'll sue you if you keep refusing to communicate with me
Fanny: Thank you, one moment please
Attila : basically i asked on friday if there is a way to selfregulate. the answer i got was "you might be an addict I'll temp ban your acc" then i get the news just now that i am perma banned.
Attila : i get ZERO reasons to why
Attila : I had been a professional poker player for 10 years. I stopped playing professionally and casually played on your site.
Attila : i was plnanning to pla y in the upcoming unibet series, but i am denied and given NO REASON what so ever as to why other that "because we think you are an addict"
Fanny: I will read up on your case, one moment please
Attila : i yet to lose any money on this account over the years i had it. i dont get it how could any1 come to this conclusion and it is simply infuriating
Attila : take your time.
Attila : I literally played 2-3 times a year on your site and had a ROI of well over 100% and somehow i was labeled an addict, i guess because i didnt take kindly that a random guy decided to label me an addict and i refused to accept the fact without any backing other that "your concern" which is the equivalent of saying "because i said so"
Attila : Furthermore i was promised a phonecall about this, and after 3 days i have to come here to ask again to learn that i was perma banned without reasoning, which also makes the guy who flagged me for suspicion of addiction a liar, and im calling that out too.

Fair and square here.

Fanny: Im sorry Attila but there was a chat you had with us not so long ago and you made some very concerning comments. We take responsible gambling very seriously and have to act when we notice concerning behaviors or comments.
Fanny: There has been a decision to block your account and I am afraid that this cannot be changed

Once again here you can see what he is basically saying. You asked about self regulation. Used the wrong words thus flagged yourself, and now we believe we must ban you, because we can smell that you are an addict.

Additionally. If i say im an addict, then im an addict in their view. And if i say that im not, i still am. Kinda feels like there is an agenda here, and no matter what i say or do im fucked from the get go. I know i said this before but i have to emphasise the importance of this set up. Because it feels like a set up, and there is literally nothing i could have done to avoid it, other than maybe, and this is a big maybe, happily assist in them taking away full control of my account, my money, and my plans, and be grateful for that they have done that to me, and appreciate the fact that this is all in my good favor.

Oh and note how it is absolutely final, and undisputeable. There was an alleged investigation, i was shown no proof, was given zero discourse, was denied the phone call i was lead to believe to happen, and the decision is final of course, because that is how things work. You could never appeal a judge's decision in real life....oh wait.

Attila : And  after all this, when i cursed when the guy ... who's job is to read this very chat failed to see that i had answered his security questions, then decides to disconnect because i dont behave, and fails to answer my questions.
Attila : This is why i ASKED TO BE TALKED TO on the phone, because i can write whatever and you can interpret it in a way you feel like.
Attila : and i was denied even that
Attila : do i not have the right to be pissed when contacting support with a question i get randomly banned, when i planned ahead my work schedule for the upcoming tourney series?
Attila : And keep getting more and more angry as im being told things that never come to pass, cannot even speak to a human, and am being disconnected and handled as a child, when i explicitly ask for
1. Verbal communication
2. Reasons why all this happened.
Attila : and im sorry saying that "made some very concerning comments" is not a reason.
Attila : 1. so here is my first question. Can i talk to someone on the phone about this?
2. Is there a way to appeal this decision?

Fair and square again. Do you think this one will answer the questions. Or should i conclude that it is their policy to not answer straight up questions, when they would point out their wrong doings or illegitimate decisions, or any other flaws....or dare i say, question their authority!

Fanny: I have read the chats you have had with us and from our point of view its concerning, to answer your question if the account can be reopened, im sorry to tell you but that is not possible

By this point im such a menace, that simply discussing the issue with me is of grave concern towards my well being and they must not do it!

Can you not see, how they twisting everything around their own agenda, and dress it up as if they are only doing it for me, and still only referring to their only proof of my addiction is that i said, i want to know if i can self regulate?!

Im getting pissed reading this, because this happened today.

Fanny: You mentioned that" I just want to know if there is a way, to self regulate my account, and disable cashgames for myself as part of a selfregulation, due to possible gambling addiction?"
Attila : okay, lets skip this part then and lets assume that i accept it (which i dont)
Fanny: We have to act on these comments 

So here basically he admits, that i was banned because of my initial (and wrong) phrasing of my question.

By the way, what is the right way to answer a question "why do you want to self regulate your poker account" It is obviously to make things easier to handle. But that would mean that....that....you are an addict!

Attila : i think you need to prove that im an addict and not the other way around but hey, i play on a different site whatever
Attila : what happens to my money?
Attila : and to my standing bet?
Attila : I had 150 euors and an around 100 euro bet on the 2020 US presidental election
Attila : this is where the last support guy hung up btw.
Fanny: One moment please and I will ask the payments department to sort out the funds you have in your account so we can transfer them back to you

Here we go! Now that i really push for it i get an answer. This is how important my well being and money is for them. (i know im getting more and more sarcastic, and asshole-y, but it is a long post, and im kind of in a PTSD situation reliving the emotional trauma, that this whole shit show caused)

Attila : and what about the money i dont have because i made the bet that is pending ?!
Attila : and why the hell do i even have to ask for this once you perma ban my account?!
Fanny: I have sorted out the money that was left in your account, you will have 150 EUR by latest thursday afternoon 

And now they sort it! Get it. After the ban hammer, and everything. You have to come crawling for your money. This is totally absurd. And the fact that there is no policy that would dictate any money left on a perma locked account should me immediately refunded, makes it even more clear what a joke this whole "procedure" is, which is clearly just one guy elbowing the other in the office laughing "hey should we ban this asshole" "sure why not he is acting like a dick"."Ye he is squealing and screaming, and not accepting our great and unquestionable wisdom and decision" and then they call it an investigation, that needs account suspension.

Fanny: Regarding the bet:
Fanny: We will have to wait until the bets get settled, if you win we pay out the funds
Attila : okay
Attila : next
Attila : Please send my a transcript of all my chat with support since last friday please. Is this possible
Fanny: Yes thats possible
Attila : Okay, can you send it to my email adress.
Fanny: Yes I am creating the email now, you should have received it within 10 - 15 minutes
Attila : Okay thank you there is a question that still remains
Attila : Is there a way on your site to selfregulate?
Attila : Because the joke is all in this that i get banned and all that and the question was never answered.
Fanny: I will have to blurr out the information where you verify yourself in chat due to security purposes
Fanny: We do have deposit limits, product blocks, session limits that players can activate to regulate their gameplay yes
Attila : Also i find it ridiculous that discussing the possibility of gambling addiction somehow means in your department's eyes that i am indeed one, and needs to be removed.

I further would like to say that, because of the nature of being a professional poker player it is MY RESPONSIBILITY to keep myself in check and monitor myself for possible signs of addiction. This is the natural and healthy way of handling things, and pretending otherwise would be a disservice to the profession, but what would any of your department know about that, when they decide complex things based on parts of a sentence.
Attila : Also please include this part as well in the logs, so only send it once it is concluded
Attila : So, may i ask what would be the process to request such self regulation, because in my experience asking about it means you are banned.
Attila : I was asked a question "why would i want to self regulate" ...what other answer is there to this question other than "because i am concerned, and it would help me keep things in check" ?
Attila : if im unlucky and use a keyword that you have flagged that means auto perma ban without recourse or discussion of the matter, because i used a word that is highlighted and bad?
Attila : Btw i would love to discuss this whole thing with someone who is actually making these decisions, but i know from experience now, that that is impossible, so i have nowhere else to write it.
Fanny: its a unfortunate situation, im sorry but this is the decision that has been taken and I cannot change it
Attila : I'm not asking for a change. i accept your decision. I disagree with it. I have questions remaining could you answer them?
Fanny: We have read through your chat and the outcome is that the account will remain blocked, its not that we have an algorithm that automatic blocks account that mentions addiction but it is highly concerning to describe oneself as almost addicted, thats when we react

Further proof for everything i have said. They never asked for clarification.... I mean they did at the start and i clearly said "no im not an addict" but that didnt matter as you can see. So one wrong word, or phrase, and you are  gone for good. Nothing ever mattered, the fact that i questioned, or brought up the very real possibility that I or infact anyone that plays poker could be an addict warrants a permanent ban, with no discourse, or further questioning. I find this absolutely ridiculous and below any standard one would believe there is in the online gambling world.

Attila : "Almost addicted"?
Fanny: Im not here to debate this Attila
Attila : ye as i said i accepted it. You brought it up. let me write down my question that are not about my account or my ban. can you answer those if i ask them or will i have to pretend to be someone else a week later to get these answers?
Fanny: What is your question please
Attila : one moment.
Fanny: Otherwise you can reply on the email with your questions that I am about to send you
Attila : 1. How do you apply to this selfregulation without being banned. Say i want cash games not to be present. What is the process how do i ask for it and how does it manifest
Fanny: I will have to transfer this chat further to one of my coulleges as my shift is ending, they will be able to help you further, thank you for your time. 

This just felt like a final spit in my face, handed over down the row like the whore i am, they had their day with me, and can pass me along, and if i want to be heard (or pretend in my head that i am being heard) i better comply. They are so understanding with my frustration, but sadly their shift is up, so they couldnt care less anymore.

What a total disgrace!

The rest is just them saying, that you cannot self regulate portions of the poker site, you either ban yourself out (or they help you very kindly to ban you out) or you dont, and that is the end of it.


In conclusion

I find this whole ordeal completely disgusting. It came out of the blue. Never in my life ever have i heard anything this silly and i have been a major player in my country's poker forums, and seen many many interesting and controversial things, but never had i heard anything similar to this, let alone experience it. I always knew that most of the time live support or email support for that matter is not real support but more like customer deflection.

I have no more words to say. This left me speechless. I decided to fight this, and fight for my account for nothing more but on principle. I will not accept the way i was handled, the way the situation was handled and the absolute zero reasoning for my ban, or in fact the solid proof that they dont even understand the definition of gambling, which just so reiterate (you can read up at the start of this post) comes ALWAYS with harm, and here no harm was ever done. Not financial, nor social or emotional, although i would argue that these conversations have scared me for life.

Ps. Sorry for typos there is no way i read it all back and correct every little thing.
pps. I read it all back half way through i realised there are some big typos and tried to correct them. I'm sure there are many more left in there. This took me ages to write and compile. 

Cheers,
Gizdalord

Edit:
Here is the forum thread about it.
At the beginning i sound like a retard because i think that my posts are being removed. it was weird, i was posting a reply in a unibet section of the forum, and that was there for a while then dissapeared and appeared in the thread...or at least that is what i thought. Because i dont remember opening a thread but i explain this in the thread itself XD
https://forumserver.twoplustwo.com/28/internet-poker/unibet-banned-owing-alleged-gambling-addiction-1755380/