Unibet Casino - Player’s withdrawal has been delayed.

Hello,

I had 25090PLN balance, on 11.06.2024 I requested withdrawal of 10071PLN and it is pending till today due ongoing KYC that they don't want to finish.

I was asked to upload selfie with document and proof of address, ( basic verification of ID was completed before) I did that and after a week of waiting they rejected my selfies ( everything was clear and visible ) I uploaded again new photos, they got accepted but proof of address that was pending all time got rejected ( it was electricity bill sent by post)

I uploaded orginal PDF file from my bank and they rejected it because " document has to be sent by post " however I read that they accept PDF files from banks.

I uploaded other utility bill sent by post and It is pending since week, they claim it usually takes 2-5 days but I'm already waiting more than that.

It looks like they delaying withdrawal on purpose. I'm waiting almost a month already for this withdrawal

Dear wojablo95,

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 checked whether the documents you provided are acceptable https://kindredgroup.custhelp.com/app/answers/list/site/unibet_pl/p/1493/c/1496/
• Have you contacted casino support and asked what is causing the delay in the verification of your document? What response have you received?
• 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

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,

Tomas

Dear wojablo95,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.