Sport bet winings 10.500 EUR, complication with proof of address verification, avoiding to pay up

[JB888BJ]

Hello,

 

I would like to ask for help. On saturday 22.12.2018 I won 3 bets in sport in amount of 10.500 EUR. I even got a message from Unibet congratulation me on my big win. In the past I already withdraw many times without any problems so far. Now when I won a big wining things started to get complicated. I immediately got a message, saying I need to verify my account (which it already was). They demanded I need to upload my Proof of adress. I uploaded immediately 3 things:

1. goverment document issued on 28.05.2018 of my permanent adress, which is stamped and signed by a goverment employee,

2. driving licence issued in my country which is in European union from which you can see my permanent adress,

3. ID card from which you can also see my permanent adress.

 

They refused my goverment document, because it is older then 3 months. I can renew my goverment document (need to wait till thursday, because of holidays), but why my driving licence and ID card arent enough, on both of them you can see my permanent adress. I just got that feeling they just try to stall and don't want to pay my winings.

 

Any advice and help would be more then apreciate it.

[Leeapple777]

Congratulations with the winnings, quite of an amount! How big was Your bet?

I think it is because of the holidays!

Live chat said that Unibet is working as normal working days, but I see they don't. No answers, no moving forward. Even the community moderators are offline for Christmas. So hopefully have to wait for this Christmas period to end and everything should be back to normal, though even it means that You can get Your withdraws only after New Year.

[Mackelito]

It's all normai procedure.. when you ask for a big withdrawal you often get to update your documents. And the rule that documents can't be older then 3 months have been there forever :) So no need to worry, but you will have to wait a bit longer for the cashout. Congratz! :)

[TDW]

@JB888BJNice win congratz! which bet was it? :D

Have you tried breaking it down?
E.g. cashing out 2000€ each time instead of the full amount?

[Messwithme]

Very unprofessional from unibet and very frustrating for every player in this situation.Its pretty obvious that they don't have any good  reason to ask for those docs other than delaying the payout since your account is already verified.

Can this sort of inappropriate  behaviour from gambling companies be reported to a governmental authority? @RayL

[Leeapple777]

 

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@TDW wrote:

@JB888BJNice win congratz! which bet was it? :D

Have you tried breaking it down?
E.g. cashing out 2000€ each time instead of the full amount?

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Some countries have taxes if You have big winnings, so  this is one of the ways how to by pass it, anyway good advice for newcommers! The only minus is that You have bigger chance to play for the rest of the money You have on Your account ( do not know about You all here, but I have problem with this )

[VikingsAF]

@Messwithme you can report it, but they are not in the wrong :p So it won't make any sense to report :)

@JB888BJ I suppose this is because for big amounts they need to follow another procedure. Their bookkeeping needs to be okay if they pay out huge numbers. (Could be for taxation, which is ofcourse higher on higher numbers)

Also they need to double/triple- check you since you probably made some huge odd bets? Many players that cash out after winning with huge odds got their tips on some fishy sites... They need to make sure you can't be linked to matchfixing :) (And if you used some fixed odds, you can be sure that you'll never see this money ;) )

But don't worry. Tomorrow they'll for sure get into it. And it's super that you coöperate so well (as in you already requested a new Gov document). Others keep delaying it, which is just plain annoying for Unibet (and in my opinion raises extra suspison). 

I'm pretty confident you'll get this huge sum after new years (which would be a cool gift)

[TDW]

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@Messwithme wrote:

Very unprofessional from unibet and very frustrating for every player in this situation.Its pretty obvious that they don't have any good  reason to ask for those docs other than delaying the payout since your account is already verified.

Can this sort of inappropriate  behaviour from gambling companies be reported to a governmental authority? @RayL

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It can be reported on askgamblers.com, which often leads to resolved cases (you can check the complaints section there).

However, I'd give Unibet the benefit of the doubt for now and give them some more time (+ try smaller amounts first!) before you put them to shame on askgamblers :)

[Steel_Hungary]

@JB888BJ can you upload the tickets until solve this case? Thank you! 

[JeppeL]

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@Messwithme wrote:

Very unprofessional from unibet and very frustrating for every player in this situation.Its pretty obvious that they don't have any good  reason to ask for those docs other than delaying the payout since your account is already verified.

Can this sort of inappropriate  behaviour from gambling companies be reported to a governmental authority? @RayL

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That is very harsh point of view I think!

@JB888BJ First of all, I wan't to say congrats on the winnings as well, that is quite a score 😃

Secondly, I would get into it if there was anything to get into, but this situation is quite standard. An account is never fully verified so it's set in stone that you won't have to upload documents ever again, a new Player Safety check can happen for a number of reasons, one being when there's a very large withdrawal. 

Why do we do this check?

1) Because we want to ensure that we're sending the money to the correct person, the account holder and that the account hasn't been abused. It's a lot of money and once we send it then we cannot claim it back.

2) The European government wants us to ensure that we're not facilitating money laundering for players through Unibet, so we're required to ask for the documents to verify your identity as holder of your Unibet account, especially upon a large withdrawal - and naturally we're asked to follow these regulations in order for us to maintain our license to offer betting and games.

"I just got that feeling they just try to stall and don't want to pay my winings."

We'd be happy to complete the withdrawal, but 3 months is 3 months. So while I fully understand it's inconvenient that you have to go and get a new stamped document from a government office, and that you cannot get this done over the holidays, but 3 months is 3 months and anyone who are verifying their current address must send documents to prove it that stays within that time frame, as we couldn't know if you have moved from your old address. 

I also want to mention here, that it doesn't have to be a local government document, a water or electricity bill, or tax documents sent to your address works as well.

Same answer is for you @Leeapple777, it doesn't matter if there are 5 or 250 people working, 3 months is 3 months.

@Messwithme You are free to contact the Maltese Gaming Association, or your local government institution that handles the license for that particular country and share your views, but who do you think set forth the new money laundering regulations earlier this year, asking us to do account/verification checks in more situations than in the past? 😃

/Jeppe

[Leeapple777]

@JeppeL in my case i was not talking about those 3 months, he wrote that on his Id card and his drivers licence he had that permanent adress, so I thought that with these documents should be enough!

And I have my own problem, almost the same, just not so big winnings. Wrote a post here about Your working hours in Christmas and Withdraws, but did not get any answer from You, wrote an e-mail aswell - no answer! Then I chatted with live chat and they said there won' t be any delays because of Christmas, You are working non stop. Then again, after Christmas, You will check it till 3 working days, and maybe the best I will have my withdraw after New year! Ok no problem, but then why should I had to do the withdraw if I will get my money only after 10 days? This is nonsense, that You didn't inform me that all this will be so long, and I got even confused regarding the live chat who said that You are working non stop this period.

No problem, it is a nice period, but something went wrong with the communication here! Merry Christmas no hard feelings, but You should understand that people here are complaining about Unibet not being perfect, that's all.

[JeppeL]

@Leeapple777 I appreciate you taking the time to share your thoughts, you're absolutely right that we're not perfect, and given what's possible you might be expecting more - which is good, as then we have something to aim for in being better! 😃

Let me try and go by it piece by piece.

in my case i was not talking about those 3 months, he wrote that on his Id card and his drivers licence he had that permanent adress, so I thought that with these documents should be enough!

The address on the ID card and drivers license was his address at the time, you can't have a permanent address in the sense you're talking about as everyone(well I guess unless you're in prison) are allowed to move to where so they should choose.

And I have my own problem, almost the same, just not so big winnings. Wrote a post here about Your working hours in Christmas and Withdraws, but did not get any answer from You, wrote an e-mail aswell - no answer! Then I chatted with live chat and they said there won' t be any delays because of Christmas, You are working non stop.

I'm sorry I didn't get to reply - Ray has been off so please don't blame him. Most of my time at the moment is spent on planning and getting everything ready for 2019 which is just around the corner. Amongst others, we want to do much better promotions, betting, casino, poker and bingo - all of them - that runs throughout the year, and my focus is on making the best community experience possible for all almost 13000 members(that I expect to be around 20000 by this time next year) - I promise that you guys are on my mind day and night 😃

I am happy though, that you got in touch with an agent and they could notify about your case as well, they gave the right information as we're definitely working over the holidays.

Then again, after Christmas, You will check it till 3 working days, and maybe the best I will have my withdraw after New year!

You uploaded a new document yesterday, from that time it should be 3-5 days, not working days on cases like these I believe.

 Ok no problem, but then why should I had to do the withdraw if I will get my money only after 10 days? This is nonsense, that You didn't inform me that all this will be so long, and I got even confused regarding the live chat who said that You are working non stop this period.

Correct me if I am wrong, but I believe we informed you that it usually takes 3-5 days for documents to be verified, this has nothing to do with holidays.
We also informed you that a proof of address needs to be dated within 3 months for us to be able to verify it. Your first documents were looked at and some approved within a day, but we needed a new proof of address and this we could not know before looking at the one you sent, so how were we supposed to tell you how many days it'll take? No, it's 3-5 days usually to have documents reviewed and approved if they meet requirements, this goes for all standard security cases. Some times faster but almost never longer, a lot of people work hard on making sure of that.
If you had sent in a proof of address that wasn't too old at first, then your documents would have all been approved by now and your withdrawal on the way. If it wasn't in the communication that you received, that a proof of address have to be dated within the last three months, then please do let me know of that as it'll need correcting.

All that being said, I really do hope that your most recent document is approved within too long and that your withdrawal can get going as soon as the bank holidays end and before the new year! I mean it's Christmas, who wants to worry about documents 😞 Check back in by tomorrow please @Leeapple777, if still not reviewed I'll try and nudge someone to look at it.

/Jeppe

[Leeapple777]

For me, it is not very understandable, why I can make a deposit without any documents, but when i want to make a withdraw I have to wait until 10 days (i hope only the first time so long, but normally i wasn't informed that my money will be blocked until vertification and that I will need a vertification at all, that is why I made it, if I would be informed about it, i would not made it)!

Yes I know the EU regulations and bla bla bla, but You know aswell if You will ask me to provide you with documents before my first deposit, I will not deposit at all. So here in this situation You dont think about no Regulations and customer safety, but only about Your profit!

What should happen in the world that deposit and withdraws take the same time on Unibet? :) And is it possible to cancel my withdraw? Or should I only wait until I get approved?

Anyway thanks for the answers.

[JB888BJ]

I was absent (holidays) so that is why I am replying so late. Thank you for your reply, I appreciate it, because I see you help alot of people on this forums. Will it be enough to proof my adress, if I sent folowing documentation: updated goverment document of my perment adress, latest bank statment, both stamped and signed by Goverment/Bank employee and my driving licence. I am asking because I rather sent more documents just in case, then to wait again a few days.

Thanks in advance for reply and best regards.

 

PS: I apologise, it wasnt my itention to spice up the forum chat.

[VikingsAF]

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@JB888BJ wrote:

I was absent (holidays) so that is why I am replying so late. Thank you for your reply, I appreciate it, because I see you help alot of people on this forums. Will it be enough to proof my adress, if I sent folowing documentation: updated goverment document of my perment adress, latest bank statment, both stamped and signed by Goverment/Bank employee and my driving licence. I am asking because I rather sent more documents just in case, then to wait again a few days.

 

Thanks in advance for reply and best regards.

 

PS: I apologise, it wasnt my itention to spice up the forum chat.

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First of all. A bit of spice in the forum never hurts ;) so no worries :)

If those documents you just mentioned are from within 3 months, then you should be all set :) more is always better indeed :) (assuming they already have your ID, because this one is the most important I guess) 

[Messwithme]

@JB888BJ can you post some pictures of those bets?

[JB888BJ]

Well when this is over I am more then happy to provide a screenshoot of my wining bets (3 of them). I just uploaded Bank statment stamped and signed by Bank employee, I will update this, until my withdraw is on my Bank account. 

Funny thing is yesterday I wanted to bet but they decreased my sport bet limit so much, kind of strange. Used to have 20 EUR limit on multibets now I have like 1 EUR or less depence on the situation. What I am trying to say is I can never win again such huge bet.

 

@JeppeL @RayL

 

[Leeapple777]

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@JB888BJ wrote:

Well when this is over I am more then happy to provide a screenshoot of my wining bets (3 of them). I just uploaded Bank statment stamped and signed by Bank employee, I will update this, until my withdraw is on my Bank account. 

Funny thing is yesterday I wanted to bet but they decreased my sport bet limit so much, kind of strange. Used to have 20 EUR limit on multibets now I have like 1 EUR or less depence on the situation. What I am trying to say is I can never win again such huge bet.

 

@JeppeL @RayL

 

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Please inform with what this all will end. I got my account verified, but I didnt win as much as You.

And really want to see the bets too, so hope You will post them here.

Good luck

[RayL]

@JB888BJ, I'm happy to say that the verification has been now completed and your withdrawal paid.

[JB888BJ]

 @Ray-Unibet Thank you very much on your feedback :atisfied:. I am glad this was done quite fast on your end, after I uploaded my Bank statment (thursday) and my updated Goverment statment (friday). 

[Leeapple777]

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@JB888BJ wrote:

 @Ray-Unibet Thank you very much on your feedback :atisfied:. I am glad this was done quite fast on your end, after I uploaded my Bank statment (thursday) and my updated Goverment statment (friday). 

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@JB888BJ Wanna see those winning bets mate! :) and good that everything ended up so good

[JB888BJ]

@Leeapple777 this is my 3 winings.

 

 

[Leeapple777]

Did You put on exact result? How is the odds 211 in the first case? :)

[Leeapple777]

Don't worry I already solved this mystery myself. You put on both underdogs! Got lucky or this is how You bet? All the time on the big odds?