JeppeL

@Livertool I'd love adding a woman on the team, but in equal times it has to be the best applicants chosen, wouldn't you agree? :) @XY Good observation, I'd prefer as well if you the new ones coming in have some specialty interests within the different sections. /Jeppe

Hi everyone, Today we posted a new promotion series that'll take us from mid summer and probably into the later part of August or September, depending on how good you guys are at betting in the final betting challenge that starts around the time the football leagues will be up and running once again. The series consists of four different promotions, one of each for Poker, Bingo, Casino and the Sportsbook, starting with Poker on the 15th of July. We did a successful test run on this a while back, so if the heat wave across the European continent is getting to you, it might be good opportunity to turn face the fan towards your gaming area and take on the challenge of building the highest stack possible on one of our low stakes cash game tables. I've tried taking in most of the feedback on our recent promotions and turn this into a series of competitions which many of you hopefully will find worth joining - in poker you can play all the way down to NL4, and in the casino, bingo and sportsbook competitions, you can take part using minimum stakes all the while competing for sizable prizes each week as well as for the leaderboard combining the four competitions. I hope you'll enjoy the promotion, but should there be parts of it you think could be better, please don't hesitate to give the feedback in the competition threads. For an easy overview of the entire promotion series with links for each of the competitions, check out the post here: Summer Bash Overview :) Another new promotion that'll go live here on the community within too long is Community SuperToto, where you must guess the outcome of 13 football matches, all played in the weekend. This is a classic format that we used to have available on Unibet in tournament form, but was unfortunately decommissioned earlier this year to make room for new products. Quite a few of you has asked about it, so it seems natural we'd re-create it for the members here in a free to play version with bonus money prizes given after every weekend. Stay tuned for more information about this promotion, it'll be posted on the Sports Promotions board once we get a bit closer to the start dates of the football leagues. Some great news that have been hinted at in a couple of threads already, is that the Community team will double in size by adding two new moderators. This is something we've been thinking would happen for a while, but was made official last week in relation to a company wide restructuring within the departments. Both Ray - the lone moderator at the moment - and myself are very excited about this. I had made written suggestions both for adding one or two moderators, so it's a very positive signal that two were indeed approved by the powers that be :) A team of three moderators should get us back to where we were in terms of offering a better and faster service here on the site, whatever the issue or problem may be, providing help and coverage on anything from morning until late evening. Along with a community where we'll be able to offer a much better service in every way, it'll also improve the experience for the people out there writing reviews on Trust Pilot and other channels, as the scope and name of our team is officially now "Community & Reviews". There'll be a bit of a natural breaking in period once we find the new moderators as they'll be learning the ins and outs of new back offices, as well as getting to know you guys(please be nice with them :) ) - but I'm looking forward to the challenge of training two new people who will be here trying to make both Unibet and Unibet Community a better place for all players! I hope everyone here are having a great summer, here in Malta it pretty much feels the same as last year, but reading the news it sounds like quite the heat wave across Europe, so please do take care of yourselves and drink plenty of water :) On behalf of Unibet, Jeppe

I found a rather well working alternative solution for this, it's called "Dark Reader" and can be found within Google Chrome extensions :) /Jeppe

Dear players of Unibet Community, We're very excited for this summer and over the course of the next month Unibet is going to be having lots and lots of great betting offers, some will be for all players and others will be "special" promotions meant for local markets. As always, we want to add some extra offers for the players who take time to be a part of the Unibet Community, but this time we really wanted to go in a different direction and offer what we believe to be a very fun form of competition, and not found on any Unibet site outside of the community. So it's with great pleasure that I can say we're launching free fantasy sports competitions, available to join by all of the close to 8000 members here on the community, for this summers big showdown in Russia! The system isn't perfect, and perhaps even a bit slower than we'd like it to be, but we've found that it's a reliable platform and with the greatly appreciated assistance of @BonusPater and @Livertool, we've managed to create competition format that includes daily player drafts, daily result picks(Pick'em), as well as a player draft for each round of the group stage, the knocout stage and an overall leaderboard combining your score in all of the different competitions. All of the specific information on how to play and the various competitions will be posted on the new Fantasy Sports board today - we hope you'll enjoy :) Sincerely, All of us at the Unibet Community!

Thanks for pointing that out , I've edited a bit in the introduction so the setup should make sense now :)

 I've created a blog post with the last one right here, something must have gone wrong in the original publication, because it should have been up back in September :) Pretty cool about these videos is that we won a gold award for the best non-retail marketing campaign at this years International Content Marketing Awards :Wow:  Online gambling site Unibet wanted to create a fresh, creative and disruptive campaign for the Euro 2016 football tournament, so turned to Karmarama to take an unusual angle on the traditional betting ad and make them the bookmaker that actually helped their customers win. Using an approach that advised customers to consider different factors when deciding which team to bet on, the agency created a series of films. Fronted by recognisable ex-players, managers and gambling experts, these films dramatised the effect some less considered – but potentially decisive – factors have on football. Stats from the campaign were impressive: videos were viewed over 18m times, with total watch time at over 48 million minutes; global share of voice increased significantly, and the number of accounts opened during this period more than doubled. “This was a genuinely disruptive campaign that challenged category norms,” raved the judges. “It showed brilliant insight all the way through.”

Unexpected incidents can play a vital role in the final outcome of any football match, with goals and red cards the key contributing factors to any result. Alongside a team of renowned experts, Jermaine Jenas and The F2 Freestylers explore the pivotal importance scoring has on a game. In the second experiment, we analyse the performance of a team subjected to the surprise element of a red card and how they respond at both ends of the field.

'The Locker Room' is an article series which'll give you a behind the scenes look into who we are and how we're working at Unibet. As a customer at Unibet, there's a chance you've already had - or will in the future - a need to contact our customer support for help in one way or another. A lot goes into handling all the contacts via chat, phone and email, in fact it's the biggest department we have. Located in Malta, customer support has handled more than 1 million contacts from Unibet customers so far this year and still going strong. To shed light on the life as a customer support agent at Unibet being in contact with customers daily, we got in touch with Lily* - one of our many great agents - she handles contacts with customers from a number of different countries. All questions for her were asked by community members, we hope you'll enjoy the read. Why did you want this job in customer support? I wanted this job because I love to help people and to communicate with them. You cannot do this job unless you are patient, friendly and truly dedicated. Of course it is not always rainbows and unicorns, but I feel motivated and I love our customers, even the less friendly ones. I feel like they help me developing my personality sometimes. :) There is also pressure in busy times but I still enjoy it and you get to know how this gambling world works and this is interesting for me. What do you like or dislike about your job as customer support agent? I speak 4 languages and I like that I get to use 3 of them every day, so I don’t even have the chance to forget them. I like that I have the opportunity to chat with people from all around the world, everyone is different and after a while you get to know them. Italians for example, Polish people or people from India they all have national traits, and through them I feel like I get to know a bit their culture which is nice. Have you ever had to take a mini break after dealing with a less friendly client No, I never had to take a break after dealing with a demanding client. With time you learn not to take any frustrations personally. Usually I have more clients on chat at the same time, so even if one of them is a bit unhappy I still need to keep it together and help the other nice customers also. :) What is most rewarding about being a customer support agent? You know sometimes you have these customers who can be a bit more demanding than others, it doesn’t matter how nice you are with them, or how fast you help them with their problems they're stil demanding, but if I manage somehow to “make them” be nice or to make them smile, well that is enough reward for me :) We are here to help our customers and to make them happy with the service we provide. If they smile, I smile. It is all about the customers at the end of the day. What’s one of the the most unusual contacts you've ever had? We need to make these account verifications and for that we ask customers for documents. Once a young guy (he was around 30) sent us his ID, he was a very friendly person and on the ID picture you could see that he was lying in bed, with a pillow under his head and he was wearing pajamas. It was unusual but I assumed he has a good reason for lying in bed in his ID picture, so I sent it to security team. They were not sure about this ID being real so they came to me asking me to ask the customer to explain the story behind the photo. I so not felt like asking him to explain, I assumed he has serious health issues and I didn’t want to make him talk about it, plus why would you use this kind of photo on a fake ID. It would be too suspicious. I needed to ask him anyway so he told me he had a really bad accident, he was in hospital for a long period and his ID meanwhile expired so the police went there to take a photo for the ID and he also told me he lost one of his legs in the accident and he is in wheelchair since then. You cannot even imagine how bad I felt and I couldn’t keep it together - I closed the chat with tears in my eyes and that was the first time I needed a mini break. What’s something most people don’t know about you? If you mean in general that would be a bit too personal to tell :) this is the reason why most people don’t know this thing about me. :) I hope you don’t mind if I keep it to myself. If by people you mean customers, that probably would be that when I say that “I am sorry for the inconvenience” , I say it because I mean it and not because I get paid to say it. :) How would you explain your basic life philosophy? Basic life philosophy. I like this question. :) Well, I have a few, but one of the most important for me is, that I believe you get what you give so I try to be nice, friendly, open minded and understanding because these are the things I expect from other people and I believe this world would be a better place if we would all try to give the best of us and respect each other. Is there any limit on how many users you can chat with at the same time? We can decide this, everyone is different, and some of us are bored with only 2 chats some of us would like to have 6 at the same time. I have 4 chats, because I can help more people at the same time but still be friendly and organized and maybe personal. I wouldn’t like to make customers feel like they are chatting with a robot while they are chatting with me. :) Do you feel that chatting with multiple customers at once is the best way for you to work, or could you do better if the number was reduced? As I mentioned, we can decide how many chats we have at the same time and I feel comfortable with 4 chats at the time. Of course there are customers who would ask if I am still there if I don’t answer them in 30 – 60 seconds but we use a lot of back offices or sometimes we have to wait for confirmation from payments or security departments and in this case there is nothing I can do unfortunately. Some of the customers actually think that they are not getting their answer immediately because we are checking our Facebook which is not true of course, but this is because they probably don’t know how many things we have to check and what is going on behind the scenes before we can give them the right answer. :) Is there any T&C in place to ban the customers from the customer support chat? E.G if one uses foul language in the chat, while demanding a case to be escalated. No, I don’t think we have the option to ban customers from chat. Sometimes they don’t want to understand that we have procedures, we need to follow and then they become abusive and angry but when I choose this job I knew that I might have to deal with tough customers so I can take it, I don’t mind that we don’t ban them from chat. Are you responsible for your words? If your colleague in the same case tells the opposite to the user what you did will you protect the user or mistake may happen? I protect the customer. I feel bad if I make a mistake, but as we are not robots, unfortunately mistakes and misunderstandings can occur. If the customer is right then he is right, I would apologize and correct my mistake. Do you feel you have enough permission to take care of customers, or must you forward more cases than you'd like? Well, as a customer support agent I have enough permission to solve the problems of the customers but this is a bit a matter of common sense. If a customer has an issue with document verification or payment or settling a bet or problem with casino games and so on, they need to understand that we have different departments who take care of these issues. I think that in case I, as customer support agent, was expected to deal alone with every issue, first of all it would be impossible and second, I would spend one hour with the customer on chat. There are basic things we can solve and we dispatch the bigger problems to the relevant teams. Every customer support works like this. Do you think it's customer friendly that I have to explain my problem to multiple customer support agents when contacting your more tha once? How do you can ease that method? I know it is annoying if a customer contacts us and needs to tell us the problem several times, because he is in chat with another agent, but otherwise we cannot help him, in this case I would advise to ask to be transferred to the same agent he was speaking previously. This is the only way I could ease this. But I totally understand that this is annoying for the customer and I am sorry for that. How much time do you allow to the customers to write down their problem before you repeat the greetings again? We usually see when the customer is typing so I wait until he writes down his problem, when I see he is not typing at all, I give it 5-7 minutes and then I tell him that as he is inactive I'll unfortunately need to close the chat. Is there any algorithm which choose the questions of the security check or it's depending on you? There is no algorithm, it depends on me. How many times have you written, "Sorry, there is no further information at the moment" during your career? Probably many times, but there are customers contacting every day for example for account verification where we have a target of 3-5 days and I can ask for update from security team only after 3–5 days. When I say that there is no further information at the moment that means that there is really no further information. If I could ask for updates every day regarding the same issue from the different departments I would do it, because it would take me 1 minute, but I need to follow our procedures. What do you prefer: a conversation between you and a customer is like a conversation between 2 friends or between 2 diplomats? Diplomats are too serious, I prefer friends but at the same time I keep it in mind that we are not actually friends. I respect the customer and you can feel if you can joke with them or not. You kind of go with the flow. :) (Common sense applies) Have you ever dated one of your customers? No, I never dated our customers and never will, we keep it as friendly as we can, yet always professional :) *Lily is not the real name of the agent, we've decided not to post the real name as it's used in customer support chats, emails and phone calls. ------------------------------------------------------------------------------------------------------------- Earlier this year we shot a video introducing our Customer Support department: A few numbers from our yearly report, 2015: Total number of customer support contacts: 1.6 million Number of customer support agents: 200 Number of languages: 20 * The numbers covers the whole Unibet Group as all contacts are handled by Unibet Customer Support.

 Good thing I got this one up and featured for you to see then, I just finished watching it as well, pretty cool stuff :)

Its all about the fans, but what impact do you out there have on sports? We want to know why athletes perform better in their home games and in doing so will introduce you to some top global talent.

 We're friendly because we really appreciate our customers, the products we offer are for them so we'd like nothing better than to hear their feedback. All of our slot machines pay out randomly, the slots aren't "managed" in any way and the games work just like if you would play them from another site :)