Unibet Casino Complaints

The casino requested account verification, documents (selfie with ID) were sent immediately, no contact since December 9, support tells me to wait and cannot estimate the waiting time. When sending the documents, intentional misrepresentation about the time from 2 to 5 days for the documents to be accepted. Unibet is holding my PLN 20,000. If he does not resolve this matter this week, he will inform all domestic websites to warn against this bookmaker.

Hello, I am reporting a problem regarding the withdrawal made to my account by Unibet on 02/03/2023. I did not order any withdrawal to the given account from Aion bank, but they made it arbitrarily. My Aion / revolut bank was closed a month ago.

The funds were returned to the account back to UNIBET on 03/03/2023 it is 27/03/2023 and the funds still have not appeared in the Unibet account back, please be patient when contacting them.

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

Hello, I tried to withdraw on January 14, my account is fully verified but they don't pay and when I ask about this in live chat or email they don't give me any information they just say to wait but nothing happening, I would ask for your help, because its look like they don't want to pay me, I attached the screenshots.

Hello

I have a complaint regarding waiting times on a withdrawal from Unibet Casino.

I have been a player on this site for quite some time and have used considerable funds (in an estimate around 15 000 eur) on this casino, since I have always liked the casinos games and layout.

I made a withdrawal on 19.10.2022, and after the withdrawal I had to verify myself for the withdrawal to be processed.

I started sending in documents the same day and a ID and got accepted the same day. The other documents (Credit card and payment verification) got accepted the following day 20.10.2022. I got an email sying that the proof for "where the money comes from" was not sufficient regards that I've played with more than my common income in the timeframe of the time I played the most. I then had to send additional document that showed my loan I had made to gather all my outstanding mastercards loans that I've used while gambling. I sent the document and it got verified 21.10.2022. Therefore all my documentas are now verified and payout shoulde have been processed accordingly to the casinos "Terms and condtitions".

I did not use any bonus offers in the timeline of my winnings. Played solely with clean cash.

I have used considerable amounts on this casino (about 15 000 eur), and my withdrawal is on 50 071 nok, about 5000 eur.

In the days after 21.10.2022 I've been in contact with support several times on live chat and email about the issue, but I have never gotten any responce other than "The appropriate department" will be contacting me shortly for responce or that the payment is soon to be verified.

Therefore I feel now that the issue is on a standstill, since i have never gotten any responce after the final verification that Unibet still needs documentation to verify my account for further delibiration. And that is why I now feel I need to take it up as an formal complaint.

If Unibet still need me to send any documents regarding the proof of identity or where the money comes from I will be more than happy to clear out any misunderstandings Unibet may have. In the other hand, after the 21.10.2022 I have not gotten any contact from Unibet stating that anything is missing regards to the verification prosess.

Only that the withdraw itself has taken a long time. On the withdraw itself it says "Your withdrawal is being reviewed. Controll your verification section on your account after any referals to verification documents" And this has been the same on the withdrawal before I had my verification documents accepted. Therefore I believe that the withdrawal has been put aside from the Unibet team and maybe it has been forgotten. Only speculation from my part, but I hope that is the case, becouse if not I have been completely ignored.

I hope that Unibet can now look at my withdrawal and give me an answer on why this has taken so long (13 days form the last verified document).

I have attached the files that ive sent for verification of account, and the emails that has been sent.

They are mainly on norwegian, but if I need to translate I can help with that.

Hope to hear from you soon.

Best regards

Roy

I have signed up to Unibet and deposited $500, then withdrawn $2,000.

Despite numerous perfectly valid Identification documents being uploaded on their site as per their request, you have continually refused these perfectly valid documents, including passport (x2 photos), and perfectly valid and legible services card.

I have uploaded 2/3 of the required documents 2 weeks ago, and they still haven't been verified. (Screenshot attached showing evidence of this)

Unibet are plainly abusing verification procedures in order to hold onto funds and I won't accept it.

I have attached my Passport, services card and phone bill as proof of address to my last email to them, as well as uploading this on their site and live chat

On their live chat, they threatened closing my account because I told them plainly that they were abusing verification procedures. They told me they can withdraw the offer of an account to anyone. The level of entitlement is ridiculous. The funds are mine and I demand they pay me them.

The other tactic they use is, unless you have all documents uploaded, they won't look at any of them. As soon as you upload a new one, it resets the 5 working day clock on them all. This is designed to get players to give up on their funds.

Jack

Hey! I requested withdrawal from unibet on 16.8.2022 after that immediately they wanted documents of neteller verification and screenshot of some deposit I made to them through my bank. That's got approved at the same night on 16.8 then I waited for 2 days until 18.8 I got form to fill asking source of income which was also approved immediately. 

Then I had to wait almost 2 weeks until 30.8 they asked for my source of wealth, the's were approved next day 31.8 as I sended them also immediately 30.8.

After that for a week nothing happened until 6.9 they decided to reject my source of wealth which they had earlier approved and asked for more documents. I sended also immediately documents which they were asking and waited another week until yesterday I got info trough vip manager that they need a little bit more documents. We'll I sended everything they asked and my source of wealth verification was approved yesterday 13.9 2 weeks after this specific verification started and 4 weeks after my withdraw request. 

Now it has been 4 weeks and 1 day since withdraw request and unibet hasn't still approved my withdrawals.

Do you even realize how long I have been waiting, specially when I have sended everything you asked for in a less than 30 minutes. Still you don't rush anywhere and make me wait always for a week until something happens. Do you even appreciate your customers if they get same service as I have got. 

Seems like only finnish vip manager and other finnish people has been only site there but there isn't much they can do as your relevant team seems to be so high above anybody else there. 

Could just approve my withdrawals please!

Hi,

I am still waiting for my withdrawal from Unibet.

Tried to withdraw 972 pounds on 16th July.

19th July e-mail saying I need to verify which was submitted that day.

20th July - another e-mail asking for proof of address which was sent that day.

26th July - received another email asking for proof of address sent by post which I've now sent to them.

27th July - asking for another selfie which shows my whole arm (original selfie was sent 2 weeks before this).

8th August I sent them a new selfie.

10th August - I emailed them asking for an update and still nothing from their side.

Seems like this bookmaker is trying to hold onto my cash when they should have asked for this before I deposited any money into my account.

I should have received a bonus on 23rd May and 30th May where you accumulate points for each 10 euro gambled. You should get 5 cents for each 10 euro gambled. I gambled 10k from 16th May to 22nd May but no bonus was given. I should receive 50 euros in the first week and 20 euros in the second week. Not to mention the bonus I should have gotten on Wed and Fri. Problem persisted for 9 days, they say they will check it, but no emails were sent to me during these 9 days, and when I ask live chat, they always say it's being looked at but nothing happens. Please help.

Hello,

Unibet Casino closed my account in wish I have funds more than 300€ but they didn't refund me.

They ask me for documents verification I sent them that on the 02/11/2021.

After that I sent them an email for refund and I gave them a multiple payment method in order to send me the amount blocked in my account. Because the last time I withdrawal with them It was via bank transfer but they deleted this method.

Until today I cannot reach my account and they don't answer my mails.

Good evening.

Help withdraw money from Unibet.

When requesting a withdrawal of funds in two hours, the funds are returned to the account. The first request was 23.09. Technical support cannot provide answers.

I attach a print screen of the account on which it is visible that all inquiries are canceled. The deposit was made through a Visa card, all data are correct, the account is verified.

Thanks

Hello, I've been trying for more than a month for Unibet to finally verify my account. However, this has not happened yet and I have already sent all the documents on 21.6 and 22.6.

I keep contacting them by email, what's going on that I still have to wait, because my withdrawals have been on hold for the same length of time, with a total amount of around £ 1,600.

They always reply me the same thing and that my documents are in a queue and waiting for approval from their external companies, which check them, so they can't help me on their own. I have already sent a lot of e-mails (I can provide copies) and subsequently sent absolutely everything they required and still nothing is happened so I decided to solve it unfortunately this way and I believe that you will help me get my withdrawals from the winnings to my account as soon as possible.

Thank you very much

And I have no problem supporting all the data and screenshots I have.

Jiri

Dear Unibet,

<personal data removed>

2 weeks ago (26-8-2020) I submitted a Bank statement to verify myself. Patiently I am waiting for someone to review my Bank Statement. As it is already 14 days ago, I am wondering if someone from the relevant department will ever have a look at it. I'm good at waiting, but 2 weeks is a long time and in these uncertain times I really would love to have the well- deserved money I won. Through Live chat and Mail I already asked if there is an update, I always get the same response:

We inform you that we already demand the relevant to verify your document.

We are so sorry but we ask you to wait.

We will get back you as soon as we will receive any update from the relevant department.

On the website it says: ''Hi Joren, verify your account here to continue playing. 10 days left''. What happens when those 10 days are over? I'm getting a little frustrated, as I didn't do anything wrong and I provided the information you need, and if you need something else I'm happy to help.

I hope someone can help me speed up the process, so I can take everything to rest.

I hope to hear from you,

Kind regards,

Joren <surname removed>

Hi i have start playing at Unibet from begin June 2018 and lost big amounts in the months June, July, and August. This amount of total lost was around €30.000. I then received a email to provide a proof source of funds. I think thats my private showing others how much i earnd and what my savings accounts is. But fine i provide the proof of source and my account was reopend. In the month september i won a big amount with live bets around €47.000 and i cashed back 20x €1.800 that is a total amount of €36.000. Only 15x €1.800 a total of €27.000 was approved and 5x €1.800 a total of €9.000 was on hold. When chatting to them about why my other withdrawal where approved and the others almost €9.000 was putted on hold. I was told they need to do more virification and calling me. I asked is it possible to call them myself and that was not possible. When this all was going on i still had an amount of €12.000 on my unibet account, but unfortunately i loss this amount. So there was a bonus availableand i deposit €2.000 and received a bonus of €250. I had then €2.250 on my unibet account to play with and my 5x €1.800 a total of €9.000. `I continued playing and lost €250, i think the next day i received a phone call from unibet about questions how i was playing, how much have i deposit and strange questions. The last question was what was the last game i have played a day before. Because i play different live bets i could not remember properly and the man on the phone started to be disrespectfull towards me. My account was on block, i could only loggin but i could not play any game. I asked Unibet why is that, they told me my account is under virification again and will take 2-5 days to come back with a answer. So to make everything clear i had still €2.000 on my account and €9.000 was on hold. After some days they said that they are sending €2.063,64 because that was still a lost on my account, they have canceld the bonus €250 and the winnings of €8.686,75 will not be payed because UNIBET Has decided after a control on your account. 3.2.1. Unibet reserve the right at its own discretion and all times to.a decline to open a Unibet account and/or to close or suspend an existing Unibet account without any explanation whatsoever. I dont care about the account they can keep it, but i want my winnings because i have earnd them on a fair basis. Playing at online gambling website is a risk. You can win and loose your money. Why did unibet not complaint when i loss around €30.000 but now i have won then they are complaining and giving back a small loss that i had on their website but not thi winnings what they have loss. Why did they not give back my losses when i was loosing and loosing money? they are not fair and thieves. Because many people loose their money why are they not giving back those people money. They only care about taking taking and taking people money. But when those people win money they starting to use excusses to not pay out