Dear AskGamblers,
I would like to raise a complaint regarding Unibet’s persistent incompetence and refusal to verify my account, despite perfectly valid and relevant documents being provided upon their request. I will lay out a full sequence of the facts, and explain why Unibet are failing in their duties to verify my account.
Sept 26th, signed up to Unibet and deposited $500
October 4th, after winning a sports bet, withdrew $2,000
October 5th, Uploaded all necessary documents, and ID selfie as requested.
October 17th, Account still wasn’t verified, so emailed Unibet asking for update to info-ca@unibetsupport.com. Received no response.
October 23rd, I went onto live chat and asked about my withdrawal. Unibet then said I need to send in a paper proof of address, as a digital PDF of my bank statement, despite being originally asked for, is apparently no longer sufficient. I upload a paper bank statement., aswell as ID selfies (screenshot attached)
October 24th, Still hadn’t received my money so emailed info-ca@unibetsupport.com again
October 25th, Unibet respond to me to say to ‘please allow some time for our verification team to go through your submitted documents (Screenshot attached). This is one month now following registration, and 3 weeks after uploading documents
October 26th, Emailed Karolina from Unibet asking for an update. No reply.
October 27, Emailed Karolina again asking for an update. No reply.
October 27th, Paris from Unibet emailed me to say my documents are in review and takes 1-5 business days. It’s been almost 4 weeks, and 4 days since I uploaded the paper bank statement and second set of ID selfie photos.
October 28th, Paris emailed me again to say that the paper proof of address was out of date, which it was, and to send another. She also asked me to send in ID selfie again “Also the verification team has requested the new , crystal clear set of pictures of ID and iD held next to face ( all details must be clearly visible ) “
I had already sent in 2 sets of ID selfie photos, and they were both perfectly fine.
November 1st, I sent in updated paper bank statement as requested, along with perfectly fine ID selfie photos (attached to this complaint).
November 1st, Chased up Unibet via email, and was told that document verification is in a queue.
November 4th, was informed by email that my Unibet account is frozen
November 4th, Unibet emailed me again to say the documents are in queue. They take longer than the quoted 1-5 business days, every single time. Also, they didn’t explain why the 2 previous sets of ID selfies were refused.
November 6th, I emailed Unibet asking for an update as it’s been 1.5 months now since my withdrawal request. Emailed ignored.
November 7th, Emailed Unibet asking for an update again.
November 8th, Luke from Unibet emails me to say “Upon checking your account we can see that the documents you sent over have been rejecting. Reasons are as follows; the Proof of Identity held next to face was rejected because the quality was too low and is unreadable.
The Proof of address sent by Post was rejected as documents is expire / older than 3 months. “
Luke is looking at my email sent on October 23rd, not the updated one sent on November 1st. He is getting confused because there are so many emails now, but since I have requested numerous updates due to this being so slow, he’s missed my last email on November 1st. My bank statement is dated Sept 23rd, 2022, so it’s not over 3 months old, and the ID selfies (3rd set uploaded) are perfectly clear and legible.
Unibet have now categorically proven themselves to be unfit to verify my account, and unfit to respond to emails in a timely manner. They have also proven themselves to be unfit to examine the correct email, and are completely incompetent at verifying my account. All documents have been provided.
I would like you to examine the facts and ask Unibet to pay out my winnings, so that I can close my account with them and never play on their site again.
Thanks
Ellie
Información sobre las quejas

Dear Unibet Casino,
Please let us know if there are any updates regarding this ongoing complaint.
Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.
Thanks in advance for your cooperation.
Unibet have emailed me today, completely changing their requirements again, almost 2 months after my withdrawal request was first requested.
On October 28th, Paris from Unibet asked me for a paper proof of address within the last 3 months, and also a 'crystal clear' ID selfie. I sent both of these.
Today on November 10th, Ivanna asked me for:
A paper proof of address within the last 30 days (knowing this is almost impossible to get as I only get bank statements), and..
A selfie ID, with the strangest requirement ever, they want it held next to my face with just my middle finger and thumb.
The previous selfie ID was completely perfect, and easily readable. My first finger was barely touching it. What are we even talking about here?? Am I really having to argue about the positioning of my fingers on the already crystal clear ID photo? They didn't even mention the middle finger thing on the first email .
They keep changing the requirements and are doing this on purpose to try to get me to give up on my money.
The casino is being completely unfair. Changing requirements like this on a constant basis, almost 2 months later is indefensible.
Made the screenshots public as I want to trash Unibet's reputation as much as possible here. Everyone needs to hear this.
Ellie
Documents uploaded for Unibet. They're going to change requirements again, I just know it.
They are completely unwilling to pay out.
I have no idea how AskGamblers are willing to let this happen.
They're also asking for the same documents after I've uploaded them. Screenshot attached.
The thumb and middle finger thing is so weird and ridiculous.
It seems they don't even respond to this complaint either?
Unibet are continuing to change requirements further. Having sent in the ID selfie again and bank statement less than 30 days old, Unibet are now saying they need a selfie with me holding Proof of Address beside face (they're asking for "PA beside face" to be intentionally ambiguous here).
This whole operation needs taken down. Unibet are changing the requirements a ridiculous amount of times now. They also won't respond to this complaint.
Unibet are continuing to fail to reply to this complaint. They have changed the requirements every single time I've sent in documents, and that continues.
They changed 'ID selfie' to 'ID selfie with middle finger and thumb holding ID'
They changed 'Proof of Address' to 'Paper proof of address' to 'paper proof of address within last 30 days'
They changed 'Paper proof of address within the last 30 days' to 'Proof of Address selfie holding the paper proof of address beside face'
This is insanity
Ellie

Dear all,
This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.
Since November 17th...
November 19th - Sent Paper proof of address beside face, crystal clear
November 22nd - chased up Unibet via email . No response.
November 23rd - chased up Unibet via email again. No response again.
November 25th - chased up Unibet via email yet again. No response.
(All emails sent to info@unibetsupport.com and info-ca@unibetsupport.com.. Received automated response on them all, but no actual response)
November 27th - documents were forwarded to team for checking , 8 days after emailing in the paper proof of address selfie.
November 29th - I email in the proof of address selfie again, as they haven't verified it. They claim that this will now take another 3-5 working days. I respond saying that it was now sent 10 days ago, and they should have already verified it.
November 30th - Unibet emailed to say they've received the document on November 27th (Nope, it was sent Nov 17th), citing the usual copied and pasted excuses (I understand this process can be quite frustrating, however these processes are in place to protect our players and the business in line with our regulatory obligations to be able to hold a licence to operate).
November 30th - sent 3 emails asking for update. No response yet.
Still no response from Unibet. How are they not blacklisted? Can you see how many words I've written on this complaint?
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- 10 de 30 Resuelta
- 3 días Promedio de respuestas
- 3 semanas Duración media de la queja
- 5,804 USD Importe medio
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