The player from Japan has been experiencing a three-month delay in withdrawal. We marked this complaint as unresolved because the entire Unibet Casinos group has chosen not to provide public comments on any of our open cases.
Unibet Casino - Player's withdrawal delay due to KYC issues.
Black points: 2337
Amount: $66,000
Unibet Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Unresolved
Our verdict
No reaction policy, good regulator
UNRESOLVED
Case summary
1 year ago
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1 year ago
They asked me for the transaction history of Much Better that I used to deposit, so they refused with a reason even though I sent it in PDF format. What should I do if I can't withdraw for more than three months and refuse KYC?
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1 year ago
Dear makoto4317,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Unibet Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
Do I understand correctly you have issues in completing account verification in the casino?
Could you please list which documents you already provided and which documents are causing you an issue in the casino please?
Also please send me the correspondence between you and the casino regarding the issue. My email is tomas@casino.guru
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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1 year ago
Thank you very much, makoto4317, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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1 year ago
Dear makoto4317,
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 at https://unibet-en.helpsite.cloud/results?query=complaint. 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.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.
Kind regards,
Tomas
