The player from Germany is experiencing difficulties withdrawing his winnings due to ongoing verification. Unfortunately, there was no response from the casino so the complaint was closed as 'unresolved'.
Unibet Casino - Player’s struggling to complete account verification.
Black points: 70
Amount: €450
Unibet Casino
Safety Index:HighSafety Index
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8.4
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Unresolved
Our verdict
No reaction policy, good regulator
UNRESOLVED
Case summary
1 year ago
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2 years ago
Translation
The unibet team has not wanted to pass on my payout since May 1st. New documents are repeatedly requested for verification and then again, although the documents are submitted as required, very banal reasons are given for not verifying the documents. An example I have a proof of address from the Austrian registration register with the stamp of the city of Vienna and the signature of the employee and I was told that this document, which was handed over directly to the state, does not fit because there is no date stamp on it. As a result, I called the magistrate who informed me that there was no date stamp at all in Austria. After I discussed back and forth for a long time, this was accepted only to be declared invalid again after a few weeks. This means that official documents from the state apparently do not meet the requirements of unibet. In addition, a singular Proof required in PDF or letter form. After I first sent a PDF excerpt, it said it would only work in paper form after I photographed the excerpt, they said why do I keep sending the same things over and over again. After waiting more than 5 months, I'm really screwed before so really they only get me my money to pay out if i manage to get the austrian government a new date stamp
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2 years ago
Dear cavusg97,
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.
Would you be so kind as to send me all the relevant communication between you and the casino so we can gather as much information as possible? My email address is kristina.s@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,
Kristina
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2 years ago
Dear cavusg97,
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.
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2 years ago
Translation
I'm really completely fooled, account statements are sent that exactly meet the specifications as provided by unibet.
I am told that this is an incorrect extract that does not contain the correct information such as the iban that ends in 90147. I even marked the extracts extra so that the iban with the last digits can be seen directly, but unibet simply does not want to accept this without any reason being given to me 6 months my payout denied ...
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2 years ago
Thank you very much cavusg97 for your reply. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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2 years ago
Hello cavusg97,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Unibet Casino to join the conversation and participate in the resolution of this complaint.
Dear Unibet Casino,
Can you please clarify why the documents provided can not be accepted, and what may be required for the player to complete the verification process?
Kind regards,
Adam
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2 years ago
Translation
here are the harassment again as a photo i have been living in the homeless shelter since then and my money will continue to be withheld
I don't ask for proof of address, I think it was accepted
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2 years ago
Translation
here is the bank statement that was rejected
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2 years ago
Hello cavusg97,
Thank you for the additional information. Can you please clarify if you have used a different account to make payments at the casino in the past?
Dear UniBet Casino,
Could I ask you to please clarify here exactly what is required, and what is meant by "statement ending with the number 94017"?
Kind regards,
Adam
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2 years ago
Translation
if you check the account statement, you will find the last digits 90147 on the transfers from the 2nd or 3rd line
My brother's Paysafe account was mistakenly used for a deposit instead of mine because his was logged in to the laptop by car registration, but this event was accepted by the receipt of a photo of my twin brother's ID card, but here they are explicitly asked about the last deposit.
I have also been assured several times that the money will be paid out after several documents have been sent in, which I can also prove with emails.
This payout process has been going on since May 1st, that's almost 6 months. It's also interesting to know that my colleagues' accounts have been paid out several times without any verification.
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2 years ago
Hello cavusg97,
Thank you, I now understand the situation. It seems that the casino is asking you for a statement from your brother's Paysafe account, is this something you are able to provide?
Kind regards,
Adam
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2 years ago
Translation
No, it's not about the Paysafe payment, that has already been clarified, it's about the account statement, here we are blindsided
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2 years ago
Thank you for the additional information, cavusg97.
Dear Unibet Casino,
Please respond and explain how the player should proceed. Why is the provided statement not sufficient to complete the verification?
Kind regards,
Adam
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2 years ago
Translation
Guys there won't be anything the casino won't pay out a single cent I'm not the first one to be ashamed if this filthy club pays in 3.5 thousand euros and the first payout is around 450
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2 years ago
We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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2 years ago
Hello cavusg97.
Unfortunately, there is still no further information from the casino. However, I have now made contact with the casino via Skype, so we will extend the timer in the hope of resolving your issue.
Kind regards,
Adam
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2 years ago
Hello cavusg97,
I am still waiting for a further response from the casino, could I ask if there have been any developments?
Kind regards,
Adam
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2 years ago
Hello cavusg97,
Please respond and provide an update on the situation. Has the issue now been resolved?
Kind regards,
Adam
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2 years ago
Dear cavusg97,
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.
In the meantime, I recommend you contact the eCOGRA – an alternative dispute resolution service (https://ecogra.org/forms/adr-dispute-step-1), and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players.
The next step would be contacting the MGA Gaming Authority itself (https://www.mga.org.mt/support/online-gaming-support/).
Please let me know how the ADR responds (adam.m@casino.guru).
I am sorry I could not be of more help on this occasion.
Best regards,
Adam
