Account verification, long process

[karolinaer]

Hello, I'm really upset right now, because my account is not being activated for over a month now. I'll start from the beginning. I've created my account under the name and surname of Karolina Drage, this surname isn't my real surname (I know I broke the rules but I'm really sorry), I just don't like using my real surname and I didn't know that this would be a problem. So I tried to cash out my winnings, and my account got blocked and in order to activate it I needed to provide a lot of things. Credit card info, passport photo and even living residence declaration, I've sent it ALL to the support and they said it would take up to 5 days to verify, well it's been almost 2 weeks and again I contacted them and they said it will now take up to 6 WEEKS! Can you please resolve this issue? I've sent everything they asked me for, isn't that enough to activate and change the surname on my account? Sincerely, Karolina(real surname Burbulyte). By the way i am writing here from another account because my original account is blocked and I cant not log in here. The blocked account nickname is karolinaer.

[Livertool]

For once, i´m not sorry that someone is suffering for long account verification. Are you going to give wrong year if birth too  when you feel you are too old ? 😏

Maybe this long wait makes you think twice next time when you think of doing something like that :)

 

 

[karolinaer]

So, I understand very well, it was a huge mistake, but after reaching the support, they said that there was no problem that could be easily changed, some documents just needed, and they were immediately sent.

[Livertool]

Ofc it is easily changed, peeps getting married and so on but doesn´t mean it is ok.

Just annoying that people don´t think and are giving wrong names, using others credit cards or accounts and what not. And then we wonder why they need so much information to verify accounts :wonder:

[RayL]

Hi @karolinaer, thank you for informing us about the document request.

I've taken a look at your account and it seems that the security department is still missing some details. We have now informed customer service to provide you with the exact requirement of the documents needed and also please note that using somebody else's account might result the restriction of that account for third party usage, I am informing you about this because you are using most probably a friend's account to stay in contact with us here in the Community.

What I would advise is writing me personally on contact@unibetcommunity.com in order to avoid involving a third party into your verification, and I'll be sure to help you to the best of my knowledge.

Have a look at the e-mail sent by my colleague a couple of minutes ago and feel free to send the required documents to the address provided above mentioning me in the subject.

 

/Ray

[AdamS]

My account is frozen for more than two weeks. Unlike the author of this topic I registered with my real name and surname. On 27th of March they requested verification so I sent them what they want. Since 4th of April they didn't reply to my email (it included back side of my id).

What is really annoying I'm unable to play with my money beacuse they blocked my fund. I have to add that I succesfully verified my account 3 years ago and since then I've played in unibet from time to time. I never had any problems but I don't think I can trust this company anymore.

[RayL]

Hi @AdamS, and welcome to the Community.

I'm sorry to hear about the inconvenience encountered on your account and thank you for bringing this to our attention.

I've contacted the security department regarding this matter and there seems to be a pending document request on your account which I would be more than happy to help you with.

One of our colleagues in customer service sent you an e-mail not so long ago informing you on what's needed and you can send it to our Community e-mail address contact@unibetcommunity.com.

Once you did, tag me in a response to this thread and I'll pick it up from there.

 

/Ray

 

[RayL]

Hi @AdamS I am writing to confirm that we received the picture of your document and after following up with the security department I am happy to say that your account is back to it's formal state :) thank you for your patience and cooperation.

Do let us know if there is anything else we can do for you.

 

/Ray

[Warlav]

Hi can you please take a look into my situation please? I have been waiting for quite a while as well.. says aiming for 1-3 days but going on a few weeks now is getting annoying. My money just sits there I have no access to even play something in the mean time.. I would like an explanation at the very least.

[RayL]

Hi @Warlav, sorry to keep you waiting till now. I had a closer look at this for you and I have to agree that the verification times nowadays were a bit long due to a high influx of documents during the holidays. I've raised the priority of your verification and got it approved now. My sincere apologies for the verification times experienced.

 

/Ray