Unibet Casino - Account with 11k GBP frozen for 3 weeks for verification purposes

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Informação da reclamação

Cassino em disputa

Cassino Unibet

Valor

£ 11050

Postado em 9 de março de 2023

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

AskGamblers
Postado em 11 de março de 2023

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.

Cassino Unibet Reclamações

  • 10 de 30 resolvida
  • há 3 dias resposta méd.
  • há 3 semanas vida útil méd. da reclamação
  • 5,804 USD valor médio

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