Unibet Casino - Player’s account is frozen by the casino.

Hello, My account was already verified, I deposited to unibet 6050PLN in 3 deposits. After I made 29770PLN I decided to withdraw part of it, 30.07 I requested 5000PLN withdrawal. Just after that I was asked to send proof of address and selfies with both sides of document. I sent them and day later I got email that my account is freezed.

It been already a week since my accounts is "freezed" support can not provide any date when the "investigation" with my account will be finished nor what exactly is it. My account is just disabled, I can not play anymore or request any transactions.

Deposits were made over Skrill that is under my name and same name as unibet account. I did not play with any bonuses just was betting sports and playing casino games. They say verification takes up to 5 working days but I'm waiting already a week with "freezed" account,

I'm starting to worry that Unibet will scam me after winning big there.

Dear kulig0wsk1,

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 can complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

• Have you contacted casino support regarding the issue? With what result?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you in advance for your reply.

Best regards,

Tomas

Hello Tomas, I attached screenshot of saved chat with their support when I first time contacted them, unfortunately when I contacted them again on the next day as I was told in this conversation, They did not provide me any timeframe for this account freeze, not even till now.

This conversation is from today.

Thanks for clarification,

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 tomas@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.