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Unibet Casino - Account closed without reason and explanation

Complaint Info
Disputed casino Unibet Casino
Reason Account closure
Amount € 770
kuzmannick Netherlands Message
Posted on June 5, 2017

Hello my username is kuzmannick. On 14.03.2017 I've opened an account with Unibet . I made a deposit for 100euro and claimed 200euro bonus. After a week I've complete the rollover requirements and made a withdrawal for 770euro and my remaining balance was 2850euro. After that I've been requested to upload a copy of Id card and proof of address. I did all the requirements but didn't receive anything from Unibet . I've tried to log in to my account but it was suspended. I've contacted them and they told me that will send me an email. On 09.04 I've received this email:

"Dear Nikolay,

Thank you for contacting Unibet’s customer support.

The responsible department has checked your documents and unfortunately you have not passed the verification.

They have let us known that the account will be blocked permanently with the funds frozen.

3.2.1 Unibet reserves the right at its own discretion and at all times, to:

a. decline to open a Unibet Account and/or to close or suspend an existing Unibet Account without any explanation whatsoever;

g. forfeit and/or confiscate funds available on a Unibet Account and/or refuse to honour a claim, in the event that, directly or indirectly: (i) the Unibet Rules have been violated; and/or (ii) other unauthorised activities have occurred in connection with a betting event and/or the operation of a Unibet Account (such as, but not limited to, breach of the law or other regulations, breach of a third party’s rights, fraud, and cheating);

We hope to have informed you enough.

Kind regards,

Pearl - Unibet Customer Support"

After I asked them why my account is closed and why they are keeping my funds I've receive this email:

"Beste Nikolay,

Hartelijk dank voor het contacteren van Unibet’s klantenservice.

Uw account met de gebruikersnaam kuzmannick zal niet heropend gaan worden. Na onderzoek op uw account heeft onze veiligheids afdeling besloten uw geen toegang meer te geven tot de unibet site.

Hiermee hoop ik u naar voldoening te hebben geinformeerd en wens ik u een fijne dag!

Met vriendelijke groet,

Iris - Unibet Customer Support"

The email above is explaining that my account is permanently closed and my funds are frozen.

I will be more then glad if you an help me with this issue.

Posted on June 7, 2017

Hi Nikolay, as per the above communication, your identity documentation did not pass our verification process and your account has been closed as per our T&Cs.

Unibet Casino.

kuzmannick Netherlands Message
Posted on June 7, 2017

Hello Unibet Casino ,

I've been asked to submit a copy of Id and a proof of address. I did it! And now you are telling me that my identity documentation did not pass the verification. Is it because my Id was issued from the Bulgarian government? I just want to remind you that Bulgaria is part of the EU and I can live and use it as a legal proof of identity everywhere in the EU. Please review my account again. I hope we can find a solution in my case. Hope to here from you soon!

Kind Regards,


Posted on June 7, 2017

Our rejection of your documents has nothing to do with the fact they were Bulgarian. You know very well why they were rejected.

Unibet Casino.

kuzmannick Netherlands Message
Posted on June 7, 2017

Believe me, I don't know why they were rejected and I will be more than happy to give me some reasonable explanation!

Posted on June 10, 2017

Dear Unibet Casino,

Please provide evidence that player breached casino's terms. Aforementioned evidence please send directly to the AskGamblers Complaint Team at suppor­­[email protected]­a­s­kg­­amb­­le­r­ Thank you in advance.

Unibet Casino Complaints

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