The player from Italy has been facing a locked account issue since January. Despite providing numerous documents and multiple ID selfies, the casino continues to reject the presented proofs and the player's account remains restricted.
Unibet Casino IT - Player's account stays restricted despite multiple verification attempts.
Amount: €177
Unibet Casino IT
Safety Index:HighSafety Index
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Case opened
Current status
Waiting for player to reply
0d 13h 37m 47s
Case summary
6 days ago
Public
Public
1 week ago
Translation
Good day, I've been experiencing an issue with this casino since January. My account has been restricted and locked since then, and the casino keeps demanding documents which I promptly provide. The problem I'm encountering is that the casino has started to reject documents originating from my bank, asking instead for an alternative proof to verify the card that I used for the deposit. Of course, the bank expressed that they can only offer one type of document to confirm the ownership of the card. In addition, the casino keeps rejecting my ID selfies - I've uploaded 9 different selfies from various angles and positions to no avail, the casino continues to reject everything. Quite frankly, I don't know what else to do. I've even gone as far as opening a ticket with the administration, but there has been no response so far. Please, I need assistance.
Automatic translation:
Public
Public
1 week ago
Dear giacomosimon04,
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 take KYC lightly and it might take a few working days to complete this thorough process.
- Have you been informed what specifically seems to be a problem in verifying your account?
- If there's any relevant communication, please forward it to petronela.k@casino.guru.
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
Public
Public
6 days ago
Dear giacomosimon04,
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.
giacomosimon04 has 0d 13h 37m 47s to reply
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