My account with a balance of more than 11,050 GBP has been closed and Unibet is refusing to process the withdrawal and return my funds whilst the account is being verified. ID documents were uploaded when the account was opened so i am surprised they have decided to suspend my account and block my withdrawal/return my funds.
I've asked for the funds to be returned to the card used for the deposit and also highlighted that customer verification/source of income checks stated in their policy are required if the customer wishes to increase their deposit limit and does not impact the withdrawal request - which they have ignored and continued to reference that there isn't more to be done until the account is verified by the relevant team
15th February - they reached out and requested proof of ID, to which I provided the same day. However, since then, they have not updated me on the verification process.
I have chased it on a daily basis as it's a large sum of money, but all I've been told there is still no update and it's still with the Safer Gambling or Verification team. I asked if they could provide a timeline, but on each and every return mail, they advised me to be patient and will provide an update as soon as they hear from the verification team.
I've asked if there is a contact for the verification team - but apparently, it's non customer facing so the suggestion has been to wait.
What is concerning is that having researched further on Unibet, this is common practice whereby they would lock out customer accounts and delay/refuse to return customers' funds.
Some affected customers have waited for months without an update - see its very own Unibet community space
It’s now more than 3 weeks, my 11k is still with them and there is no update
