Unibet Casino - Refusing to cooperate with a self exclusion request, giving misleading infornation

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.