The player from Poland had submitted a withdrawal request less than two weeks prior to contacting us. Winnings hadn't been obtained up to that day. The Complaints Team had advised the player to wait for at least 14 days after requesting the withdrawal before submitting a complaint, as it was quite usual for withdrawals to take some time due to KYC verification or high volume of withdrawal requests. After 10 days, the player confirmed that the casino had verified his account and he had received his winnings. Consequently, we marked the complaint as resolved.
Unibet Casino - Withdrawal of player's winnings has been delayed.
Amount: 20,000 zł
Unibet Casino
Safety Index:HighSafety Index
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8.5
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
11 months ago
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11 months ago
unibet won't let me withdraw my money. The total amount on the account is PLN 20,000. On December 9, I was asked to take a photo with the ID next to my face, which was delivered immediately (I also took a photo with the back of the ID on purpose because I had previously taken a photo with the front). The verification time shown for acceptance is from 2 to 5 days, 6 days pass and Unibet cannot answer the question what it is about. The problem is definitely that I won. After reading other opinions, if unibet does not solve my problem within this week, I will inform all websites in the country about their actions. Support cannot answer any questions. There is no specific verification time either, it can take ages.
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11 months ago
Dear 312emdek,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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11 months ago
According to the information on the website, it should take up to 5 days. If the company cannot provide information, my concerns are justified. I don't understand such behavior. I will wait 14 days, i.e. until December 23, and then I will contact you.
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11 months ago
Dear 312emdek,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
