Unibet Casino UK - Player's withdrawal has been delayed after relocation.

 When I was in England I opened unibet account and I provided documents for verification.My accound had been verified.

I was betting. Everything was fine.

In July I decided to withdraw my money. Money didnt arrive. I got email that I have to send some others documents.

I sent id card, proof of address (utility bill dated 24 may)

next to my face because I was asked to make photo with document with me holding it. Unfortunately It was not enough.

I was asked to send letters posted to my rented flat in Coventry. I did it, I sent 2 letters showing address.

But it appears that is not enough. They keep answering that they want another proof of address. They told me that I have to request

a letter from bank to my flat at Coventry and somehow show that I got letter to my address.

There is one problem. I am not able to receive a letter at Coventry address because in July 

 I moved out from England because of sommertime.I am not able to do it because I moved out from there! BUT I was betting fair when i WAS in England.

I never again bet there and When I come back to England I will regist at another bookmaker.

I only want to close my account and withdraw remaining money, it is around 230£.

I dont think it is about documents, they are trying to avoid paying me, I dont believe unibet has financial problems as well.

 when I was betting I was at Coventry so I did everything

fair and I think I deserve that money. It is strange that

Unibet have any doubts. I have debit card, uk phone number, letters, banks opened in England... I sent many documents.

I admit, I did one big mistake, I should have withdraw all money when I was still at Coventry but I dont think

I cannot just withdraw money while I am outside England. Am I not right?

Please contact some reliable people and help me retrieve money from unibet.

Regards

Michal

Hello michauq,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Unibet Casino UK. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account was ever verified before? Did you ever request for a withdrawal in the past and did you receive it? Are you currently still living in England or what is your current location? When was the last time the casino responded to you and what was it about?

Looking forward to your answer.

Regards,

Nick

hello.

Of course, As I told, my account had been verified after sending proper documents.

In the past I got some withdrawal.

Unfortunately I am outside UK because of holiday.

Last time the say "Michal, in order for us to escalate the Proof of Address picture, it needs to accomplish the below requirements:

Clear posted Proof of Address document - Utility Bill - Bank Statement. (A picture of the document)

Proof of Address next to face. (A picture of you holding the document)"

I sent documents with proof of my address with me holding it.

I have documents with address and even utility bill but in pdf and I sent them.

I cannot request a "clear posted proof of address document" to address in Coventry because I am not there.

Dont You think that I should get these money despite I am outside UK?

Regards

Hello michauq,

Did you explain the situation to the casino as well? When will you be able to forward the casino the information they requested?

Yes.

I sent theme these information. I got an answer:

"Following an update on your documents, the security team requested the following:

Proof of address sent by post issued within past 90 days

Clear photo of Proof of address held next to face"

Would it be possible to forward the e-mail communication between you and the casino to nikolas.b@casino.guru?

hello

No problem, I will do it.

Regards

Michal

Thank you michauq for all the information provided so far. I will now forward your complaint to my colleague Pavel (pavel.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, michauq!

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!

thank You for taking Your time for helping me.

I hope finally I receive that money which left at unibet.

I was betting when I was In UK and I registered an account in UK and opened bank account, rented a flat, working etc. I did everything fair and by the rules.

If I was somewhere else I would opened an account at unibet in other country or in other bookmaker. Simple as that.

It shouldnt be a reason not to withdraw my money because I left UK. Not to mention it is not too much money and unibet is a global company which shouldnt do such a problems.

I have an account at another bookmaker and

I never again open an account at unibet but I should got that remaining money.

Regards

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 just read newest reviews (e.g from this site) and there are not too good, something bad happened to this bookmaker but I dont think they have financial problems (big company), they just doing everything not to pay. It seems the rate will go down.

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/products-services/alternative-dispute-resolution) 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 UKGC Gaming Authority itself (https://www.gamblingcommission.gov.uk/public-and-players/complaints). 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,

Pavel K

Casino Guru Team