Unibet Casino SE - Player suffers from delayed withdrawals and poor communication.

Hello,

I requested my withdrawals on 18/7, 5 x 100,000 SEK.

After this, I received an email asking for additional information. This happened on 18/7. It was first mentioned that I could continue playing with the balance remaining in my account, but then my account was frozen for playing. Anyway, I did the right thing and set them up for payment.

Since then, communication has been slowed down. I've had to chase it down daily to get the same typical "auto reply".

"The relevant department hasn't picked up your case yet" we appreciate your patience"

I have asked several times for updates, timelines etc.

I get different answers each time, but the worst was when one of their customer service representatives said, We can keep asking questions until we are satisfied!

In other words, they can delay this as long as they want!

"We promise to get back to you as soon as we have an update" this was the reply I received, but there hasn't been a word or even an email from them!

Today when I logged into my account, I saw that they have cancelled my withdrawals and made another withdrawal. All without any information, no email, no contact!

At that point, I felt like enough is enough. They can't treat a player like this, especially under a Swedish license.

It worries me that here on Casinoguru, the first Swedish casino you recommend is UNIBET at the number 1 spot. I really hope you can help me!

I am attaching the necessary information. If more information is needed, I will gladly provide it!

Dear MadlenM,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Foremost, allow me to congratulate you on your great win. 

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

Hi, As you can see in the attached documents, everything is in the chats!

I understand the KYC process and have also shown understanding to UNIBET on several occasions and said so in contact with them. But I haven't received any contact whatsoever, hunted for information, They don't get in touch at all. KYC in all its glory.

But since 7/18? The more I google around on this behavior the more it looks like a common execution for unibet's way of working. And this should be a Casino you have as No. 1.

Also want to add that I have made deposits of substantial sums, Which took less than 30 seconds to get into the account. Time and time again, When I manage to win, it takes at least 2 weeks to get them?

Thank you very much, MadlenM, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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 in the near future.  

Hello, MadlenM!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

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.

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 ARN – an alternative dispute resolution service (https://www.arn.se/om-arn/anmalan/) 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 Swedish Gaming Authority itself (https://ec.europa.eu/consumers/odr/main/?event=main.home.selfTest). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (pavel.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,