The player from the United Kingdom faced issues withdrawing funds from Unibet due to account restrictions. Despite providing the requested documentation, including proof of address and a photograph, Unibet rejected the submissions for being "blurry." He felt he had complied with all requirements, but his account remained restricted without further guidance. The complaint was marked as unresolved because Unibet refused to engage in public complaint discussions or provide updates to the Complaints Team due to internal policies and GDPR restrictions. The player was advised to continue communication directly with Unibet's Help Center.
Unibet Casino UK - Player's withdrawal is delayed due to account restrictions.
Unresolved
Our verdict
No reaction policy
Black points: 381
Amount: £3,706
Unibet Casino UK
Safety Index:HighCase summary
Discussion
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1 month ago
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.
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1 month ago
Dear Bewdog96,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Could you please advise which documents you have already provided and when exactly did you send the last one?
Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshot here.
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,
Attila
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1 month ago
Dear Bewdog96,
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.
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4 weeks ago
Dear Bewdog96,
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora (barbora.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Attila
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4 weeks ago
Dear Bewdog96,
Thank you for all the information you have provided so far, and I’m truly sorry for the situation you are facing.
I will be taking over your complaint from this point onward. After reviewing your case, I regret to inform you 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:
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 barbora.p@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,
Barbora
Casino.Guru
