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Unibet Casino - Account closed and winnings confiscated with no explanation

Complaint Info
Disputed casino Unibet Casino
Reason Declined payment
Amount £ 1112
FraseNichs United Kingdom Message
Posted on April 27, 2018

I won the sum of 1112 GBP. I was asked to send in proof of address and proof of identity which I done. As I heard nothing back from Unibet I spoke to Max on Livechat who told me I need to send another proof address document. I assumed they meant as my document provided was unclear so I took another picture of this document and sent it. They told me I need to send a new document altogether so one day later I emailed this document over and received an email back saying my account was suspended. I went back onto livechat to be told my account is closed and would not be reinstated, when I asked why they told me they do not have to provide me with a reason. I asked what would happen with my winnings and they told me they have been confiscated!?! Max on livechat did say 'the verification team were not confident with my documents provided'. I have no idea what this means and they are refusing to tell me anything else. All documents provided are my own which clearly match all details Unibet hold for me. I have no idea what to do and have been cheated out of my rightful winnings with no explanation whatsoever!

I received this email 'I'm afraid your account will remain closed, this is in-line with the terms below.

viii) suspend and/or cancel the participation of the Account Holder in the Services, and/or forfeit and/or confiscate funds available on their Unibet Account if the Account Holder is found cheating, or if it is determined by Unibet that the Account Holder has employed or made use of a system (including machines, robots, computers, software or any other automated system) designed to defeat or capable of defeating the Client Application and/or Software;

I understand your frustration however, we will not be reopening your account.'

They are pointing out a term to me I do not understand at all. That term says if a player is found cheating which I have not and I certainly have not been using a machine or robot etc so I feel they are just trying to not pay me and scamming me. Surely they can not just take away my rightful winnings with no explanation and just point out a term which does not relate to me in anyway!

Posted on May 24, 2018

This complaint has been reopened as per Unibet Casino request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

Posted on May 25, 2018

Hi FRASENICHS, can you please confirm that this case has now been settled satisfactorily?

Thank you,

Unibet Casino

Posted on May 28, 2018

Dear @FraseNichs,

Please confirm if the issue has been resolved. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

Unibet Casino Complaints

  • 8 of 17 resolved
  • 2 days avg response
  • 1 month avg complaint life
  • 2,379 USD avg amount

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