Unibet Casino - Player's account documentation delayed.

106 days since documents submitted…no response from support.

£10.79 Disputed.

Dear mrlazzaj,

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.

Have you been informed what specifically seems to be a problem in verifying your account?

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

Dear mrlazzaj,

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.

No not really. They verified the documents prior then when I went to withdrawal they asked for card proof - which they also verified then unverified my proof of address and licence. Look it’s fine it’s only a few pounds - not the end of the world I guess.

Nevertheless, players should be informed of what's delaying their verification process. Could you please forward any relevant communication to petronela.k@casino.guru?

Dear mrlazzaj,

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.

I don’t have any further evidence beyond the screenshot of the verification page proving the wait time.

I understand your concern, mrlazzaj. 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 contact their Help Center (here). 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 petronela.k@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.