The player from Ireland faced issues withdrawing funds due to being denied access because of having a "DE" IBAN, which he considered IBAN discrimination. He asserted that there should have been no limitations on transfers since both his residency and bank account were within SEPA countries. The Complaints Team extended the response time and attempted to clarify the situation, but ultimately, the player did not respond to inquiries. As a result, the complaint was rejected due to a lack of further communication from the player. Later, the player reopened the complaint, stating that his account had been restricted and subsequently closed, complicating the withdrawal process. However, the casino's decision to handle complaints internally and not address open cases publicly led to the complaint being marked as unresolved.
Unibet Casino IE - Player's withdrawal is delayed due to IBAN discrimination.
Black points: 175
Amount: €1,563
Unibet Casino IE
Safety Index:Very highNo reaction policy
UNRESOLVED
Case summary
Hello
I'm living in Ireland but I have bank account with "DE" iban, I have to make a complain because I'm being victim of IBAN discrimination as I'm not allowed to withdraw my money to my bank account due it.
As my residency and my IBAN account both belong to SEPA countries there is no limitations to not allow such a transfers.
https://www.centralbank.ie/consumer-hub/explainers/what-is-iban-discrimination-and-what-can-i-do-about-it
Dear minfagluy,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.
- Have you used the same bank account to make a deposit into this casino?
Please note that Unibet Casino only allows registrations from a few countries. These are the ones I see in the registration form:
As you can see, Germany is not on the list. That might be the reason why a German bank account is problematic when it comes to payments.
- Have you passed the full KYC verification?
- Are there any alternative payment methods available for withdrawal in your casino profile?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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 48 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 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
Hello
Have you used the same bank account to make a deposit into this casino?
No I have not, I used skrill for deposit
As you can see, Germany is not on the list. That might be the reason why a German bank account is problematic when it comes to payments.
According to the european laws, countries accepting SEPA, must accept all IBANs.
https://finance.ec.europa.eu/consumer-finance-and-payments/payment-services/payment-services/iban-discrimination_en
Have you passed the full KYC verification?
Yes, my account is fully verified.
Are there any alternative payment methods available for withdrawal in your casino profile?
No, Only bank transfer and skrill, but can't use skrill as my account there is closed.
I contacted them over live chat in this matter, they promised me give me a reply over email but looks like they don't care about replying to me.
Please understand that online casinos generally require players to use the same payment method for both depositing and withdrawing funds. If you deposited via Skrill, we recommend selecting Skrill as your withdrawal method as well.
Additionally, we cannot compel the casino to accept an IBAN from a country where players are not permitted to register. Do you happen to have an Irish bank account that you could verify and use for withdrawals?
Let us know how you’d like to proceed, and we’ll do our best to assist you further.
Dear minfagluy,
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.
Hello, sorry for the late reply
No I do not have bank account with Irish iban. I made deposit over skrill but I can't request withdrawal there because my account is closed there now.
Please understand that online casinos generally require players to use the same payment method for both depositing and withdrawing funds.
This is not true because withdrawal to bank accounts are in general allowed despite making deposits over 3rd party methods. I can use my bank account with DE IBAN everywhere in Ireland as IBAN discrimination is prohibited and not allowing me to withdraw my money to that bank account is just pure act of that discrimination.
I also sent mail to unibet info-uk@unibetsupport.com on 23.12.2024 and till this day they did not sent any response.
Thank you for your reply. Please note that the variety and accessibility of payment methods are not managed exclusively by the casino. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.
Moreover, I have checked the Withdrawal section of the Unibet Help Centre, and this is what I found:
The withdrawal options offered may vary depending on your country of residence, so for accurate information please visit My Money / Withdraw page.
Closed loop & visible withdrawal methods
In order to fulfill our legal obligations, we need to check the method used to withdraw money. Therefore, only those withdrawal methods that you can use are visible on your account.
This is an automated system based on previously used methods, the visible withdrawal methods may therefore be changed based on your activity. Please note that you cannot change which withdrawal method is available by contacting our customer service team.
If you are unable to use an Irish bank account or a Skrill account, you may try to make a deposit using a new payment method and then submit a new withdrawal request.
Dear minfagluy,
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.
Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.
The player can reopen this complaint at any time.
We’ve reopened this complaint at the request of minfagluy. The player sent us the following message:
Hello
Sorry that I stopped responding.
The situation only made worse over the time. My unibet account got restricted due unknown reason and I was asked to reupload a ID document. I provided them my passport photo and after 2 days my account has been closed.
I contacted their support and they told me that decision is final however they will pay my balance after I provide them iban where I can receive it and bank statement, I asked them if they will accept "DE" iban but they told me that only IE iban is accepted.
Few days later I provided them statement with IE iban and in the same time I was told that they can only accept UK bank statement.
I completely do not understand that situation, my location is Ireland, my account was in unibet.ie and after I provided correct bank statement finally they require from me completely different account. It's unbelievable and looks like unibet is trying to steal 1500€ from me. First they close account due unknown reason ( most likey due this complain ) and later they change the rule with accepted bank statement...
Dear minfagluy,
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 restrictions.
I recommend reaching out to the Help Center directly. If there are any further developments regarding your case in the future, please don't hesitate to contact me at veronika.f@casino.guru 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.
Regards,
Nick
