Asä Posted June 22, 2017 Share Posted June 22, 2017 Hello,I am very dissapointed about Unibet and hope someone can help me to get my money.One month ago I created my unitbet account. In the first days I just lost in the live casino. Then I made some new deposits and won some money with bettings. Overall I have open withdrawls of 1070 Eur (that is just half of the sum which I have lost over this period).After the first withdrawl request, I got a message to provide some documents to verify my account. At this point I thought this is a normal process, which I already know from some other online betting companys. So I have scanned my ID and my CC and uploaded the files.After one week I got a message, that unibet does not accept the documents (I think this was an auto mail, because they told me no reason) and want an additional document to verify my address. So I made a photo of my ID and CC and uploaded this Files and a bill for address verification. About one week later (07.06), I received again a message, that the need additional documents (CC excerpt). On 08.06 I uploaded the CC excerpt. There you can see my Name, the logo of CC Provider, CC number and a unibet transaction.Today I checked my account and the verification is still opened. So I decided to contact the live support. The employee told me, that the security Department want a foto of me holding my ID next to my face. Additionally they want a signed and stemped document from my bank, where the bank confirms, that the CC is mine. He told me, that he sent me an Mail on 11.06 with this information. But I did not received an Mail. I have also checked Spam Folder. I asked him to sent the mail again. But again I received nothing. I have even provided a second Mail Adress.This is so suspect. Daily I receive Promotion Mails from unibet, but such important Mails can not be delivered? I do not no what to do. From my point of view, unibet has all necessary documents. Also the CC Provider is 400 km away from me. So it will takes at least one week to get a such a document. I am afraid that unibet will adk for some new documents again and again :(. Thos is so frustrating. Had anyone an idea, what i can do to get my money.Thank you Link to comment Share on other sites More sharing options...
Livertool Posted June 22, 2017 Share Posted June 22, 2017 I think there is nothing more to do but send the documents they want and sit and wait.Hate these messages where people have to wait and wait for the approval of documents. It is not like we live in the 80´s anymore and have to wait for the postman to deliver post, all is happening instantly by internet and i think these waiting times are inappropriate. Unibet should hire more people in the number of cases are too much to handle.Anyways, i´m sure you will get your money if everything is legit just hang in there :)Maybe the moderators can kick some butts to speed up the process. Link to comment Share on other sites More sharing options...
BonusPater Posted June 22, 2017 Share Posted June 22, 2017 Welcome to the community, @Asä! :)I'm sorry to hear that you're not satisfied with the verification process, and tbh I wouldn't be either, if I had been through the same thing as you! Below a few more details.When you sent in the documents the 24th, you didn't send the back of the credit card, which was requested. Furthermore, the front of the CC was a scan and it was cropped so not all four corners were visible - I don't have the German copy, but it should be mentioned on the upload page that such a doc won't be accepted.It took quite a long time for us to review the case, as we were struggling with a bit of a backlog at the end of last month/beginning of June. I'm very sorry about this, and it usually doesn't take that long to have a case reviewed. For full clarity; the documents were looked at one week after you uploaded them.You then upload the requested documents the same day, and we look at the case 6 days later (again it took too long). The documents are approved, but the Player Safety team ask CS to request additional ones. CS send an email the same day (7th of June 7:19 PM), and I'm really sorry you didn't receive this one. The promo emails and emails from support are sent from different servers and domains, which explains why you get the promo ones.We should obviously have requested all documents at once, and I'll look into why this didn't happen. When you've uploaded the last documents, please let me know here, and I'll make sure it's looked at right away! I'm afraid I can't do anything for you, before you send in the two additional documents.I'm really, really sorry it's been such a painful process, and I can assure you this is very far from our usual standard. I've forwarded your case to the head of the Player Safety department, to see what we can do, to avoid a similar case in the future. Link to comment Share on other sites More sharing options...
BonusPater Posted June 22, 2017 Share Posted June 22, 2017 I've just sent you the email from another domain. Hope you get it this time, and please remember to also check the spam folder :) Link to comment Share on other sites More sharing options...
Asä Posted June 22, 2017 Author Share Posted June 22, 2017 Hello Stubbe,Now I have received the E-Mail. Can you tell me, if I can Upload the documents in my account? Or do you need a Mail.Will be an CC excerpt enough to verify the CC ownership? I checked the description in my account what documents can be used. In the description I found that an excerpt where you can see the bank logo, my name, CC number and a unibet transaction will be enough. This is the case with the document i have. Additional I can provide you Screenshot of the online banking Overview.If I need to contact my bank for another document, this will take again seversl days. The bank is 400 km far away and they would to send this via Post. I will also provide you a foto of my face with my ID, even I think this is not ok from unibet to adk me for fotos of me. Tank you Link to comment Share on other sites More sharing options...
BonusPater Posted June 22, 2017 Share Posted June 22, 2017 You can indeed upload the documents, and I'd recommend you to do this, as it's safer than email :)I can confirm that what you describe is sufficient. As long as all the info is on the same page/document, it should be fine (bank logo, full name, card no, transaction). Link to comment Share on other sites More sharing options...
Asä Posted June 22, 2017 Author Share Posted June 22, 2017 I have uploaded a foto of me with my id next to my face. Also I attached a CreditCard excerpt, where you can see the bank logo, my name, the cc number and a unibet transaction.Can you confirm, that you received the new documents and inform the security Department to go on with the verification? Thank you Link to comment Share on other sites More sharing options...
BonusPater Posted June 22, 2017 Share Posted June 22, 2017 I'll have a look now :) Link to comment Share on other sites More sharing options...
Solution BonusPater Posted June 22, 2017 Solution Share Posted June 22, 2017 Documents approved and WD paid :) 1 Link to comment Share on other sites More sharing options...
Asä Posted June 22, 2017 Author Share Posted June 22, 2017 Stubbe, thank you very much. You should work in live support team, I think much more People would be happier :-). Link to comment Share on other sites More sharing options...
harijs Posted October 21, 2017 Share Posted October 21, 2017 I have the same problem. I am trying to verify my account alredy 2 month. I have sent several documents, which were requested by unibet and all the time they asked me to send new and new documents or they are saying that documents have to be in better quality. I can swear documents are in perfect quality. I have provided photo of ID, selfie with ID, several proof of adreses and still they don't want to verifu my account. Unibet, can you explain me where is the problem??? Link to comment Share on other sites More sharing options...
john456 Posted January 1, 2018 Share Posted January 1, 2018 I have the same problem Unibet does not verify my account despite of I sent all documents and everytime Unibet wrote sorrry we could not verify your account so this is my conversation with Unibet. I ask why unibet could not verify my account. Please can someone help my I am so frustrated. Edit by Marco-Unibet: Removed screenshot containing personal information Link to comment Share on other sites More sharing options...
Thurddzz Posted January 1, 2018 Share Posted January 1, 2018 @john456 i actually had an issue earlier while I was depositing. I gotta admit that the first two tries , i made mistakes while on the process. But since I cant access the deposit option ( messages pop uped and it says to verify my account , which i did a while back even though i havent made any withdrawals ). I have to go see LC and explained to them, but she kept on insisting that I dont have to verify my account while making a deposit. Then i was told to hold on then few minutes after everything went good and no more pop up messages. No explanations were given to me about why it happened. Link to comment Share on other sites More sharing options...
MarcoV Posted January 3, 2018 Share Posted January 3, 2018 Sorry for the late reply guys.@john456, I'm sorry to hear you're unhappy with the verification process but we haven't received the documents we've been asking for so I'll have to ask you to upload some other details. You uploaded a picture of a credit card which has never been used on your account. Kindly send the one you have used, ending with 2409. Also, we need the bank statement my colleague mentioned - it's the bank account you wrote on the first withdrawal attempt.@Thurddzz, do you remember when it happened? I know it's difficult to remember the exact date but if you could give me a timeframe, I'd be happy to look into it. I'm guessing it was either because the Player Safety team approved the document but forgot to press the "green button" or it was due to a technical issue. When agents get a contact like this and it seems to be a technical issue, they usually just forward it to either the payments team or Player Safety and they don't get a detailed explanation on the issue itself if it's solved right away, only if they need to request more information from the customer. Former community moderator Link to comment Share on other sites More sharing options...
Thurddzz Posted January 3, 2018 Share Posted January 3, 2018 @MarcoV Hi there, if its about sending a document, that would be not even a month or 2 from when i first signed up. If its in regards to depositing issue , that was jst late last week. I did get Live Chat to fix it . Anyways, thanks for the reply. Hope you and your family had a wonderful holidays. Happy New Years as well. ☺ Link to comment Share on other sites More sharing options...
mart Posted February 27, 2018 Share Posted February 27, 2018 con company, want to keep your money to earn more interest Link to comment Share on other sites More sharing options...
RayL Posted March 1, 2018 Share Posted March 1, 2018 Hi @mart, I'm sorry you are not happy with the service provided :(. In regards to the fraudulent accusation or the name calling, your money was paid out the same day we were called cons, I do understand the frustration of not being able to log in or waiting for a withdrawal, and I profusely apologize for that, we do accept a critic if it reflects the truth, but from that, to what you are implying is a long way and frankly not accurate whatsoever. As another day passed, more and more reports are coming in that the issue is solved, prooving that our efforts weren't in vain, what was needed is a bit of much appreciated patience. /Ray 1 Former Community Moderator Link to comment Share on other sites More sharing options...
Impoor Posted November 27, 2018 Share Posted November 27, 2018 they are doing the exact same thing to me... i been on here since 2015 sent alsorts of documents. plain and simple proof is there and still they want more documents! this is also a month on. only withdrawing 150 its not acceptable at all Link to comment Share on other sites More sharing options...
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