Unibet Casino SE - Player believes that their withdrawal has been delayed.

On October 7th, 2025, I made a withdrawal of 191,311 SEK via Trustly. The payment is still pending due to ongoing verification, even though I have sent all requested documents multiple times — including a passport photo with my face and hand visible, SEB bank statement, and proof of address.

On October 9th, Unibet confirmed via email that they had received everything needed and asked me to wait. Since then, I have not received any further updates or requests for additional documents.

I have contacted their live chat several times, but they only tell me to wait and that the case is "under review". It has now been more than a week without any progress or clear response.

I kindly ask Casino Guru to contact Unibet on my behalf and help me resolve this matter so that my verification can be completed and my withdrawal released.

Dear Samannn,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Thank you Attila for your quick response and for taking the case.

I understand, and I will wait patiently until October 21.

I really appreciate your help.

Hello Attila,

Today, October 15th, Unibet finally contacted me after 8 days of waiting.

They asked for a new SEB bank statement, which I have already uploaded.

The process is taking very long, and I still have no update or confirmation.

Dear Samannn,

Thank you for the update.

Please let us know of any further developments.

Best regards,

Attila G.

No response from Unibet yet and they are going to change their license starting October 23rd I don't know what will happen to my withdrawals after they change their license my verification is still pending

Dear Samannn, could you please confirm whether you have received any response from the casino after submitting the documents?

You can send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Samannn,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila