Danston Posted March 7, 2018 Share Posted March 7, 2018 Can someone please check on my verification status, I have been trying to get it sorted since Sunday Link to comment Share on other sites More sharing options...
RayL Posted March 10, 2018 Share Posted March 10, 2018 Hi @Danston thank you for bringing this to the Community, I had a look at your account and the bill that you sent as a Proof of address seems to show only one corner of the document. Could you recapture the latest water bill you received by post showing all 4 corners (the entire document) and let me know here in this thread by tagging me when you sent it so I can contact the UK team and follow up on it? :) Cheers /Ray Former Community Moderator Link to comment Share on other sites More sharing options...
Danston Posted March 11, 2018 Author Share Posted March 11, 2018 Hi @RayL i have uploaded some more documents, could you ask them to check please, this has taken a week now, and I have uploaded lots of documents and all of them have been deemed unacceptable Link to comment Share on other sites More sharing options...
RayL Posted March 11, 2018 Share Posted March 11, 2018 Hi @Dantson, I have contacted the UK Security department and the UK Customer service team to raise the priority on your verification.These requests are private for obvious reasons and since the information required is very personal, in this case unfortunately us, as a community, dealing with public information, we are unable to further process your request.What I can do and it has been done today again is bringing the information to the attention of the departments dealing with account security.UK Customer Service will be in touch soon with a clear explanation of what is required, have a look at your personal e-mail. Former Community Moderator Link to comment Share on other sites More sharing options...
Danston Posted March 11, 2018 Author Share Posted March 11, 2018 Thanks for your help @RayL as you are so far the only person who has been remotely helpful, I have uploaded a new utility bill today which is less than 3 months old and clearly shows all 4 corners and my address, yet it has again been turned down with zero explanation just a standard email asking me to check the verification page which says to check the help section, this is starting to give me a very bad feeling towards Unibet, which has delayed a withdrawal for a week now Link to comment Share on other sites More sharing options...
RayL Posted March 11, 2018 Share Posted March 11, 2018 I can understand that you worry @Danston, let me try and clarify, maybe I'll put your mind at ease. My request above and the Security Departments request required you to send a Proof of address received by post, the document sent looks more like a printout of a PDF downloaded from the internet, making it unofficial unfortunately. So the next step would be to send the official PDF downloaded on the site of your electricity/water/gas/internet/bank provider and push this through to the guys at the Security Department. Security is key here at Unibet, and at the same level with Responsible Gaming, the requests can be a bit rigid, I get that, this is put in place so we can ensure we stay compliant to our licenses and provide a secure environment to our players, and I can assure you that cases do get solved given that there is cooperation and a bit of patience. I am more than happy to help, and will do so if you require me to, could you please provide the UK CS team with their request and let me know once it's done so I can contact them again and the Security department? Let us know on the steps you would like the Community to take and we will help you to the best of our knowledge. /Ray Former Community Moderator Link to comment Share on other sites More sharing options...
Danston Posted March 11, 2018 Author Share Posted March 11, 2018 Thanks once again for your help and prompt response, I gave received an instruction email now so can hopefully get it sorted Link to comment Share on other sites More sharing options...
Danston Posted March 15, 2018 Author Share Posted March 15, 2018 @RayL Has there been any update to the status of this? I uploaded a PDF as asked on Sunday and i still haven’t heard anything back! Link to comment Share on other sites More sharing options...
RayL Posted March 15, 2018 Share Posted March 15, 2018 @Danston Uk Customer Service sent you an e-mail not so long ago, could you check their request and let me know if anything is unclear? Former Community Moderator Link to comment Share on other sites More sharing options...
Danston Posted March 16, 2018 Author Share Posted March 16, 2018 @RayL I have complied with the latest request, I’ll wait another 3 days and see what the next one is Link to comment Share on other sites More sharing options...
RayL Posted March 16, 2018 Share Posted March 16, 2018 @Danston, I've sent you a private message, could you give it a peek and let me know what you think? Former Community Moderator Link to comment Share on other sites More sharing options...
Danston Posted March 17, 2018 Author Share Posted March 17, 2018 @RayL and the saga rambles on, my app says I am now verified but customer services say I am not and my withdrawal is still being blocked!! Thanks again for your help Ray yourself and Customer Services are most helpful, but the security team are useless, this is by a long way the worst experience I have had with any bookmaker, it’s beyond a joke how with modern technology something like this can drag on for so long, I’ve sent so much information through it’s becoming ridiculous, I expect their next request will be a google earth picture stood on the roof of my house with my passport in one hand and my birth certificate in the other Link to comment Share on other sites More sharing options...
RayL Posted March 17, 2018 Share Posted March 17, 2018 @Danston, I received your e-mail and was working on the resolution while you contacted Customer Service UK, thus ending up in a confusion since we don't realy report to them :). I wish to thank you for your patience regarding this verification, I just met with the guys at the Security department and witnessed the documents that you sent being accepted and your withdrawal paid. I understand the verification process can be frustrating and your reaction is natural, I would just like to say that these security measures are quite rare ,implemented to keep our customers and the company safe. Thank you for your patience and understanding in this matter. Let me know if there is anything else I can do for you and I will help you to the best of my knowledge. /Ray Former Community Moderator Link to comment Share on other sites More sharing options...
Danston Posted March 17, 2018 Author Share Posted March 17, 2018 Hi @RayL the withdrawal has just been processed, that was a frustrating 2 weeks, thank you once again for all your help, I dread to think how long it would have taken without you Link to comment Share on other sites More sharing options...
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