CaroVN04 Posted June 20, 2018 Share Posted June 20, 2018 HiI just tried to cash out, but for the first time ever it says I have to verify my account?i’ve never had to do this before and I would still like to have my money before the weekend (like always when I play wensdays).I uploaded the requested documents, but it nowhere says that I succeeded. Can you please check if I uploaded them correctly please? thanks caroline Link to comment Share on other sites More sharing options...
RayL Posted June 20, 2018 Share Posted June 20, 2018 Hi @CaroVN04 and welcome to the Community! I'll be more than happy to help you out in this however I am unable to find the documents in your account. Could you forward them to me on contact@unibetcommunity.com? I'll pick them up and get it done as soon as possible. /Ray Former Community Moderator Link to comment Share on other sites More sharing options...
CaroVN04 Posted June 21, 2018 Author Share Posted June 21, 2018 Hi RayThank you, I have send the documents yesterday. When I check my account now, it says that everything is ok and nothing has to be verified no more. But when I check my transaction history, it still says the amounts are in the waiting area to be cleared or something?thanks in advancekind regardsCaroline Link to comment Share on other sites More sharing options...
RayL Posted June 21, 2018 Share Posted June 21, 2018 Hi @CaroVN04, indeed, I have attached the ID to the account and It's sent to be verified. There is a request for a proof of address as well though. A downloaded PDF Bank statement, utility bill or internet would do just fine, I have created the request in your account now and you are able to upload it directly now :) As soon as it's done I'll take it over and get them approved ASAP so we can complete the verification. /Ray Former Community Moderator Link to comment Share on other sites More sharing options...
CaroVN04 Posted June 21, 2018 Author Share Posted June 21, 2018 Hi @RayLI’ve send you an email, please check it asap. I DONT have the ability to add something to verify. My account says that everything is fine, but my money is still not been payed yet.In the email I also attached the bank statement.thanksCaroline Van Nuffel 1 Link to comment Share on other sites More sharing options...
RayL Posted June 21, 2018 Share Posted June 21, 2018 Thanks for the screenshot @CaroVN04, but I'm afraid it wasn't accepted due to the file format. Above I mentioned a PDF, would there be any possibility to download a PDF bank statement? That one I can guarantee that it gets accepted. Former Community Moderator Link to comment Share on other sites More sharing options...
CaroVN04 Posted June 21, 2018 Author Share Posted June 21, 2018 Hi @RayLI dont have a cumputer so I wouldnt know how?I just dont understand, I played here for many years, never had any problems and now I don’t get my money :( you have a copy of my ID, so I really dont get it I’m sorry.kind regardsCaroline Link to comment Share on other sites More sharing options...
RayL Posted June 21, 2018 Share Posted June 21, 2018 I do apologize if this verification seems harsh @CaroVN04 the truth is that all of our players at one point in time have to have their accounts verified. This depends on regulations of the site you play on unfortunately and is mostly out of our control. It's European Law. To my knowledge if you access your net banking even via Mobile device you can still get the option to download a PDF statement. I know I succeeded with mine and it should be available at all banks that offer a Netbanking service. Another option would be if you have a gas/Electricity/internet/Water bill at home, or a statement that is issued at the bank but none of these options are as easy as downloading a PDF obviously. Let em know on the possibilities and I'll do my best to advise accordingly. /Ray 1 Former Community Moderator Link to comment Share on other sites More sharing options...
CaroVN04 Posted June 22, 2018 Author Share Posted June 22, 2018 Hi @RayLThanks for your support. I think I send the right document yesterday, but they said that it now goes to the ‘responsable department’ .. how many departments have to check the document please? I really would like to have my money. You have my ID, you have my bankstatement .. there is nothing more I can provide, but my money is STILL ‘waiting for approval’ .. can you please check again why it’s taking so long?Thanks in advance and best regardsCaroline Link to comment Share on other sites More sharing options...
Solution RayL Posted June 22, 2018 Solution Share Posted June 22, 2018 Hi @CaroVN04, I was just following up on your documents when you wrote the update. I see you have been in contact with my colleagues from Customer Support as well, I am happy to say that your documents were approved a couple of minutes ago and your account is fully verified :) Thank you for the documents provided and the patience during this verification and let us know if there is anything else we can assist you with/ /Ray Former Community Moderator Link to comment Share on other sites More sharing options...
CaroVN04 Posted June 22, 2018 Author Share Posted June 22, 2018 Hi @RayLThank you so much for your help!Now I can play again without hesitation! ;)best greetingCaroline Link to comment Share on other sites More sharing options...
RayL Posted June 22, 2018 Share Posted June 22, 2018 Our pleasure to help out Caroline, good luck to you :) /Ray Former Community Moderator Link to comment Share on other sites More sharing options...
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