Unibet Casino IE - Player’s account is closed with funds suspended.

My account with Unibet has been blocked and my funds suspended. I have submitted valid proof of address documents on multiple occasions since March 2026, each of which has been rejected. Unibet has failed to provide specific reasons for each rejection, citing only generic explanations such as "printout not accepted" or "same photos received again." They are demanding that I submit a selfie taken outside my home with my house number visible, holding the document using only my thumb and index finger. Despite my repeated good-faith attempts to comply, my funds remain suspended with no clear lawful basis provided for their continued withholding. I have received no allegation of fraud or wrongdoing.

What steps have you taken to resolve your complaint directly with the business to date?

I submitted multiple rounds of proof of address documents through Unibet's official verification channel as requested. I contacted Unibet via live chat and email on multiple occasions. On 23 March 2026 I sent a formal written complaint to Unibet by email, requesting specific reasons for each rejection, the release of my funds, and confirmation of their ADR provider. Unibet's agent Dean replied stating they could not assist further and that I should contact an external body.

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Dear castleguy,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve encountered with your account verification and the suspension of your funds.

To better understand your situation and assess the case properly, I would like to ask you a few additional questions:

• Have you successfully completed any other verification steps (e.g., ID verification), or is the proof of address the only outstanding requirement?
• Could you please specify what type of documents you submitted as proof of address (e.g., bank statement, utility bill) and whether they were issued in your name and within the required timeframe?
• Have you received any detailed explanation from the casino regarding why the documents were rejected, beyond the general responses you mentioned?
• Regarding the selfie request, have you already submitted such photos? If yes, could you please confirm how many times and whether you received any feedback on them?

Additionally, I would kindly ask you to forward all relevant communication with the casino, including any submitted documents and especially the requested selfies, to petronela.k@casino.guru, so I can review everything thoroughly.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Dear castleguy,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

This has been resolved.

Dear castleguy,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot (link here). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Petronela

Casino.Guru