The player deposited €2000 after verifying her account, but she is not able to play or withdraw this amount. We rejected this complaint, because the player refused to send documents needed for verification.
Unibet Casino AT - Player is not able to use or withdraw her money.
Amount: €2,000
Unibet Casino AT
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
5 years ago
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5 years ago
Translation
My account has been verified at Unibet and that has been confirmed to me.
When I deposited, my account was saved. I can log in, but I can not play or withdraw.
I should verify my account, or prove the deposit amount.
Since my account is already verified and I do not have this additional evidence
can understand, I asked for repayment.
Unfortunately they do not want to pay it off.
It was deposited through the cash register of Unibet and also shows this 2000 but I can not make the service or a withdrawal.
My verification was a letter from my bank, where is the new bank card on it, where my account is on it.
Even with me in the bank account no deposit to Unibet, but to the payment service. How am I supposed to prove a payment to Unibet?
I find that arbitrary and not trusting. I expect, at the least, that my money will be sent back to my sent account.
Where should there be a problem?
Thanks.
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5 years ago
Dear Myleen,
Thank you very much for submitting your complaint. I am very sorry to hear about your problem. I would like to know which payment method you used to deposit. Did you try to contact the casino to find out whether there is any other document required? What was the last message from the casino?
Thank you in advance for your reply.
Best regards,
Kristina
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5 years ago
Translation
Hi,
I deposited Klarna from my bank account via Sofortüberweisung.
The verification was ok, it was confirmed and Casino still wants to mean
Account statement of the deposit.
First, it was in the cashier of the casino so all the documents should be there as well
have there. Second, the money is indeed in the account to see and my account was
then immediately locked. I find that very unfair and not close to the customer,
even more serious.
My request for money back or then activate service was not
spoke.
If a dealer (also casino) receives money from me, then I get immediately
the goods because it is instant transfer.
If the dealer then does not have the goods or the service, then there is that
Money back. Only here it is not possible, why?
I feel uncomfortable at the thought that a dealer (casino) does something like that
to make and not pay back.
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5 years ago
Hello Myleen,
I contacted the casino, I hope we will resolve this complaint successfully. If it is possible, please send requested bank statement to the casino, so they can fully verify your account.
Best regards,
Kristina
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5 years ago
Translation
Hello Kristina,
I just do not understand it and my account was verified, even with my bank writing.
So even my bank account was known to the casino. I have this verification in writing.
After the deposit with Klarna Immediately over the account in the casino, thus the cash register of Unibet, becomes
locked my account and asked for more. That can go so far, is not recognized etc.
That's what I call arbitrary, without any comprehensible reason and why not then the money
back to my account? Nothing can be said, in my opinion.
If the service is not provided, the merchant, here Unibet Casino, has to refund the money.
So I feel it as a mess of Unibet.
It can not be true that you have to submit more and more documents. I only want to
my money back. Where should there be a problem? I feel cheated.
Even if in the terms and conditions, you do not read everything through, Unibet can be even more
Request documents, then it can and must not. There is the fraud, or, the
Embezzlement of funds yes door to door. If the terms and conditions are such that the money
keep and not refund, then the rogue and not a serious provider.
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5 years ago
Translation
Hello Myleen,
We appreciate your feedback and regret your dissatisfaction with Unibet.
It was kindly stated by our support team that we need more documents to verify the account. A payment or repayment is only possible after complete completion of a verification.
There may be further document inquiries in case of ambiguity or lack of information confirming the integrity of the account and / or transactions.
We ask for your understanding and thank you for the cooperation.
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5 years ago
Translation
Hello Unibet,
are you from the support? Nice pointed out :-)
They are breaking facts here.
My account was verified and only then did I deposit. I even have that by e-mail from you.
Only after the deposit my account was blocked with you. I can not use your service
I can still book my money back. Even a query to you did not provide anything.
So you want to keep my money?
It was in your account, so deposit checkout, the amount has been cleared with Klarna and
You have booked it in the account.
If a dealer can not provide the service / goods, he must refund the money.
Where is your problem? Why should I submit more evidence? I just want my money back,
to the account where it came from, so back to mine.
But you want to keep it and you think that's ok too?
I think it's arbitrary and there was no explanation, just that you want it that way and according to terms and conditions you do that
can. But just do not have to and I just do not understand, at least the money it should
give back because it does not belong to you, right?
I find it a joke that you simply lock the account and that can then anytime again
happen. So you do not deal with customers and I ask again for reimbursement of the amount.
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5 years ago
Translation
Hello Myleen,
we can only repeat ourselves in this regard. We have no wrongdoing here.
There are general terms and conditions to which you are bound as a customer of us.
We can not give an explanation of all the details, since these are internal processes.
For all (document) requests, however, there are backgrounds such as legal, there are no arbitrary actions on our part instead.
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5 years ago
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And the law says then you keep the money?
Do you find your terms and conditions then in order?
Arbitrariness is here for me because you have verified my account first.
I have made this before the deposit and also by you, by mail
get confirmed.
So, for me, as a customer everything seems ok. If I then deposit,
the account is blocked and also the return of the money is denied.
What do you call that?
The money has arrived and is visible to you in my account.
Why should I send my bank statement now?
If I do not do that as a customer, I expect that, at least
the money will be refunded. Here is your mistake and that is not ok.
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5 years ago
Hello Myleen,
is there any progress with this complaint? Please let me know.
Kristina
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5 years ago
Translation
Hi,
Well you are also funny, now you wait for my answer, although the casino has not answered anything!
You rated this casino as good? What are you doing there?
I logged in and did the verification. I can prove that to you, see attachment,
previous answer, because I believe these data in there are not open to all here.
Since the 2000 are already booked in the account and the verification is all ok. I have an email that
that again extra confirmed (before the deposit) I can also send you (but there need your mail
address). Also, this verification is by writing my new account card from my bank, of which
I transferred the money. Why should I prove that it has left my account?
That should all be available to the casino, why should they need more evidence?
Then I deposited and now I have to submit more documents, especially the deposit.
That's what I call arbitrariness because why? Second, is it normal to get your money back, right?
That borders on fraud!
An answer comes no more of these, how should one call them now, swindlers?
It makes me very very suspicious and I will not trust an online casino. How this works is
that's a shit. You do not do much there either. These terms and conditions are then full of crap.
I have now also to the MGA (supervision and licensors, because I wonder how it works, because
Licensor is also the supervisor? How should that be fair then and then Malta), sometimes
see what comes from there. I have not much hope, everything seems very suspicious to me.
Support from the casino also says a lot and then does not keep it. Something is not close to the customer and not
transparent and customer protection does not seem to exist.
Put this under unresolved problem and make this casino facing down.
Thank you.
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5 years ago
Hello Myleen,
casinos take verification process very strictly, so they don't send the money to a wrong person. If you don't send the required documents, Unibet Casino won't send you your money and there is nothing more I can do in this case.
We cannot change the casino's rating based solely on your request. If you don't want to cooperate (do as we and Unibet Casino advise), we will reject your complaint.
Best regards,
Kristina
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5 years ago
Translation
Hi,
They are only assistants of the casinos!
I am verified and this is before the deposit, but that does not interest you and the casino does not.
Why? I did it all before.
So I'm verifziert and everything is ok, only after the deposit was blocked and required
that I have to prove my deposit (which was via the cash register, in the account of the casino) again.
How so?
There is no justification for it and it should indeed back to my account, so therefore where it came from.
A scam that the money goes elsewhere then but it is ruled out or?
The account was verified and then if the service is not offered, then keep the casinos
the money and you think that's ok too?
Yes, and then the case is lost. Great then you have a reason why your rating so
good for this casino. For me, you and the casinos are rip-offs and not what you pretend.
Are you paid by the casino? Then I call you cheater too.
You call that help, I'm ashamed of you !!!!!
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5 years ago
Hello Myleen,
please be informed, that Casino guru is an independent service and we don't work for any casino. It is in our best interest to help players to resolve their problems, but you are refusing to cooperate.
I understand, that you received the information, that your account has been verified, but casinos have the right to ask for additional information or document from you. This is not unusual.
Unibet Casino is waiting for the required document. They never mentioned they want to keep your money.
Kristina
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5 years ago
Translation
Hi,
So if that's the case then you have to go to the casino. to send my own money back, right?
You write now, I did not mention that I wanted to keep my money. How do you think there? So I send
Money to someone, just like that and do not expect anything ?????
Of course, I expect that I can use the service or just my money can book back. If the casino,
arbitrary for me, then my account locks, I can not do either. Here, too, I expect that to me
Money is refunded. Why do you see it differently?
So it seems arbitrary and for no apparent reason or?
Why should I, again prove my Einahung, again?
A dealer, where I order a smartphone for 800 euros, then pay it online, sees the money and sends me
then the goods immediately. If he does not have the goods, he will refund the money. Except scammers, they do not do it.
Why is it different here? They also ask if I want to keep my money, clearly I want it back, understand
You not? Why should the casino just keep it?
Also, exactly this account, my bank account, has been verified, so it has been accepted with this account and
now they pretend that it should not be my bank account, why? There is no reason to ask for more evidence here.
Only one answer came from the casino and it always comes from support, it can be requested.
If you do not find this arbitrary and out of order, then I ask you, why should the casino just make my money
allowed to keep?
It seems to me to be stalling tactics from the casino.
The terms and conditions are so incomprehensible and not fair to the customer.
If you and the casino see it differently, that's not my problem.
Normal money back and good but that is denied.
For me, this is cheating, no matter what is in the terms and conditions. It retains, unjustifiable, money from the customer.
If I send you money by bank transfer and you see it on your account slip, why
Should I then send a receipt that I have sent from my bank account? Understand
You what i mean? Why is it all there and where did I get your data from, if I did not
have an account and your service? It is already registered in the account (see the attachments in Mails before).
The account data should be there then or?
Why then prove everything again?
That's what I do not understand and value as arbitrariness and fraud.
I also do not want to talk to a casino if they have everything, my account was verified
and then this is no longer valid? What is their statements still worth?
With the deposit, it was blocked, for whatever reason, previously verified and now I am more evidence
send. Why? Everything was ok.
I think they do not even know that it is verified with my bank account, so they look at each other
Not at all. So what's not close to the customer yet customer friendly.
Will you tell me with whose guilt it is, now implying that I myself am guilty of having deposited there?
What should I still do as a customer? I send Belge for verification and everything is ok then?
Then I send money and just want that back. Who makes mistakes here, me?
There is no alternative, why? I even think that with an order check, that only goes to the
Person (so me) and the costs can be explained to me and deduct, if I then accept it.
Also, the casino can cancel the payment and then it goes back to the account where it came from. Where is
there a problem? I see it as fraud and arbitrariness.
If you find a casino allowed to keep money from customers, even if not verified, then I think so
concern. My account was verified here and still the casino wants to keep my money.
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5 years ago
Hello Myleen,
which document si Unibet requiring? Why is it a problem to send it? As I mentioned earlier, casinos can ask for another document, especially if it was your first deposit or you deposited a larger amount of money. Proof of deposit is necessary for some casinos.
We are running in circles here. I am sorry, I really want to help you, but again, if you don't send the documents, you won't receive your money.
Kristina
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5 years ago
Translation
Hi,
Unibet wants the account removal, where the amount goes to the casino / service provider. I do not understand why.
It is booked in the account, so it is visible, that there 2000 Euro were paid.
That's not synonymous in there, the want to see the deposits once more documents.
The circle is well described, how can it be, that one does not get his money back?
Do you think that's alright? I think it's just too far, what the casino calls for and if
I do not want that, then I only expect that I get my money back.
Where is the problem? I can only repeat here that it seems arbitrary, it was
Everything is ok and then locked. What else should one do?
Also your statement, some casinos do it is then arbitrary.
I also think that the Belge do not recognize, because of pixels, unreadable, etc.
Do not you actually read all the complaints here? Since the worst things come from
the casinos. Even you sometimes say bad editing from the casino or licensor.
If that is so, then the money, what you send them confidently, is not paid back
I can only call that a scam. That's not right and you and the casinos know that.
Something has to happen here, that can not be ok.
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5 years ago
Hello,
I am sorry, but we have to reject your complaint. I did everything that was possible in this situation, and we are not moving further. Unibet needs more documents for verification and you are refusing to provide them. The casino will send you your deposit back, but you have to send the bank statement, so it is all in your hands.
But I hope you won't come across a problem like this again.
Best regards,
Kristina
