Unibet Casino IE - Player's withdrawal is delayed due to account restrictions.

Hello

I have 10909€ in my balance in unibet and I can not withdraw it because they make verification impossible to pass.

I had my account verified but 3 months ago they restricted it ( probably because I was winning too much ) and asked me for additional verification, however they simply reject any photo I sent them. I sent them 6th selfie which they probably will reject too due some dummy reasons ( blurry photo or cropped ) despite all informations are visible. This is cleary done on purpose to avoid payment.

Also as you can see I sent them proof of address almost 3 months ago and it is still pending....

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Hello,

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

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.

To better understand your situation and move the process forward, could you please provide the following details:

1. Which documents have you already submitted to the casino, and when exactly did you send the most recent one?
2. Were you able to submit all required documents promptly and in the correct format?
3. Has the casino requested any additional documents recently, and if so, which ones?
4. Are there any documents in your account that are currently pending verification?

I truly hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Veronika

Hello

1. I sent a selfie with my passport card 2 days ago and It is still pending.

2. I sent driver licesne photos, selfie with it, selfie with passport card and utility bills.

3. After rejecting I think 4th selfie with driver licesne, there was information that they have to see a selfie with different document so I took 2 selfies already with passport card.

4. Yes as you can see on the screen from first post, nothing has changed since I took it.

Dear gvges,

Thank you for your reply.

We reached the point where we would normally contact the casino and ask for their assistance in resolving your issue.

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 policies.

I recommend reaching out to their Help Center first, then contacting Ecogra, and lastly Gibraltar Licensing Authority. If there are any further developments regarding your case in the future, please don't hesitate to contact me at [email protected] 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.