Unibet Casino IE - Player’s withdrawal is delayed.

unibet bet casino delayed my payment. After opening my account my ID IS VERIFIED AND ADDRESS IS VERIFIED AS WELL. Real drama started after withdrawing my money, they rejected my address verification and asking for selfie with id , address proof card details etc.. I have provided everything and says that images are not clear . There is absolutely no problem with images it’s crystal clear images sent 3 times still complaining about images are not clear. I am just behind those verification process for the last 5 days. I don’t know what can be done for this unprofessional casino. Still my withdrawal is pending with limited access on my Unibet account. Please help, many thanks

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Dear Thom1234,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing.

Please understand that KYC (Know Your Customer) is a very important and essential process during which the casino ensures that funds are sent to the rightful owner. As casinos are unable to physically verify players and their identification documents, this procedure is necessary to complete the verification process. All reputable and licensed casinos take KYC seriously, and it may take a few working days to complete this thorough review.

To better understand your situation, could you please provide the following details:

• Which specific documents have you submitted for the verification process so far?
• Can you confirm the method you used to withdraw your funds (e.g., bank transfer, e-wallet)?
• What errors or messages do you encounter when trying to access your account?
• Have you contacted the casino’s customer support regarding this issue? If so, what was their response?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petra

I have submitted a clear images of my passport ID SND PASSPORT ID WITH SELFIE NEXT TO MY FACE, ADDRESS PROOF ( PTSB BANK, ANOTHER ADDRESS PROOF OF MY ELECTRICITY BILL) . They claimed that it’s not clear images, I sure that it’s a clear image. And also my revolut virtual card ownership document PDF FILE. That’s also rejected due to image quality. How come? This is my 4 th day resending my documents with different images still same response

I used my virtual card from revolut for deposit and withdrawal same. Even submitted my card ownership document PDF FILE . Still not clear according to them.

my account has limited access, no betting allowed untill verification. Still my withdrawal shows on hold and pending

Contacted via email no response and only live chat they always inform wait for verification department to response they cannot involve in this process

Dear Thom1234,

Please be aware that the entire group of Unibet Casinos has decided not to publicly address any of our open cases, and they recommend that all users directly follow their complaint procedure. We acknowledge that this may not be an ideal situation, and we wish we could provide more assistance. However, we respect the Casino's decision to handle complaints internally rather than publicly, given the strict GDPR restrictions.

I recommend reaching out to the Help Center directly. If there are any further developments regarding your case in the future, please don't hesitate to contact me at petra.h@casino.guru and I will update this thread accordingly. Once again, I wish we could offer more assistance. For now, due to the casino's unresponsiveness, we will mark this complaint as unresolved in our system.

Thank you for your understanding, and we wish you the best of luck.

Regards,

Petra