Unibet Casino UK - Player's account has been closed with pending funds.

Good Morning,

Early November i joined Unibet. On the 2nd day I had a very big win (for me anyway ) around 16k. I withdrew about 12k and subsequently pit a few more grand back in. Then i made a deposit of £1k and straight after my account was frozen. I cant play deposit or withdraw. This was November 10th i think. After countless messages to the useless chat they have, all telling me they cant do anything , i filed a complaint and all i get from them is the same and thanks for your patience, I then had an email on Dec 2nd asking me for documents. I sent them off straightaway, since then I have heard nothing. Is this legal? How long can they hold my funds for without any reason or contact please. It seems to be common practice for them to do this to anybody that wins. Hope you may be able to help.

Thanks

Barry

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Dear baztarr55,

Thank you very much for submitting your complaint. I’m sorry to hear about your experience with Unibet, especially after such a significant win and the sudden account freeze without any clear update since early December.

Before we contact the casino on your behalf, I would like to clarify a few points to better understand the situation:

• Have you received any information from Unibet indicating that the account is under KYC review, AML review, or any other type of investigation?
• You mentioned sending documents on December 2nd — did they confirm receipt or request anything further since then?
• Were all of your winnings generated without an active bonus, or was there any bonus involved before or during your gameplay?
• Could you please tell us what games you were playing when you won the large amount? (Slots, live casino, table games, sports betting, etc.)

If you have any screenshots of the messages regarding the account freeze, document requests, or pending withdrawals, please feel free to upload them here or forward them directly to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution. Once we have the requested information, we will reach out to the casino to ask for clarification and an update on the status of your account and funds.

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi Petronela,

Thankyou so much for looking into this. Answers to your questions, I was playing Lucky 6 Roulette & Mega 3000 in Live casino. There was no bonus involves at all. 

I have a email enclosed confirming that they had received all documents on the 12th December, that took 10 days to get that far.

The docs they asked for were proof of identity and p60 docs proof of wealth. attached screenshots also .

I have only been told the account is under review.

I have never had a reason to why it was frozen, but it appears in trhe community they do it to all people who have a win.

I do have a complaint lodged with them also, that was the first time they responded on the date the complaint was filed. The case no is [Incident: 251212-005757]

I have email below confirming docs received on 2nd Dec

Dear Barry,

 

Thank you for your e-mail.

 

I have forwarded your documents to the relevant team.

 

As soon as we have an update, we will contact you.

 

Thank you for your patience in the meantime.

 

Kind regards

 

Nicola

Then they asked for P.O.W WHICH ALSO IS CONFIRMED OF RECEIPT ON THE 12TH DEC

youraccount@unibet.uk

​​​​[deleted by Casino.Guru]

Dear Barry,

 

Thank you for your document,

 

As soon as we have an update, we will contact you.

 

Thank you for your patience in the meantime.

 

Kind regards,

 

Nicola

Thanks again, please let me know if anything else i can do 

Barry

Dear baztarr55,

Thank you for all the information you have provided so far, and I’m truly sorry for the situation you are facing.

Unfortunately, I must let you know that the entire Unibet group has made the decision not to participate in public complaint discussions on our platform. They have chosen to manage all cases internally and exclusively through their own support channels, and they do not provide us with case updates or responses due to their internal policy and GDPR restrictions.

I understand that you have already been in contact with them and that you are still waiting for an update. However, since Unibet will not communicate with us or provide clarification directly to our team, there is, regrettably, nothing more we can do from our side to progress this case. For this reason, we will have to mark the complaint as unresolved on our website.

🟢 If you wish to continue pursuing the matter, Unibet has indicated that all players should contact their Help Center directly:

https://www.unibet.co.uk/help

Should anything change in the future — for example, if the casino contacts you with a resolution or if your funds are released — please feel free to update this thread or email me at petronela.k@casino.guru, and I will be happy to review the case again.

I genuinely wish we could assist you further, especially after such a stressful experience. Thank you for your patience and cooperation, and I hope you will receive a response from the casino soon.

Best regards,

Petronela

Casino.Guru