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Proof of wealth!!!


MANTU_STAR
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Go to solution Solved by Jami-Unibet,

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Hello,

    Unfortunately my account is frozen for one week now and I need some help with this issue. I need to verify my proof of wealth and I've sent the relevant documents one week ago,in this particular case my bank statements. After contacting Unibet support on email and live chat and ask for the reason that my account is still frozen they stated that my bank statements are not enough as proof of wealth!:wow: What other documents I have to sent if I don't have any other bank accounts or other source of funds other than the ones that Unibet already can see in my bank statements?  After losing £27k in the last 3 months with Unibet this is what I get back....a frozen account with no chance of wining back some of my loses. 😏

Dear Vladimir,

Edited by Ray-Unibet

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Hi @MANTU_STAR, welcome to the Community and thank you for reaching out to us :)

Had a closer look at the communication that our colleagues provided you with and it seems that the request was for a bank statement dating back 3 months. The document received on the other hand is only showing the last month. Would you think it's possible to provide one that dates back to the necessary dates?

I realize these requests might seem a bit harsh but they are put in place in accordance with the laws that our regulators and the European Union deem necessary in order to provide a safe gaming environment to all players. Please let us know if there is anything we could do from our end.

 

/Ray

Former Community Moderator
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  I hope this is not just a request just to delay the things more than they already are. The thing is that I've already send the bank statements for the last 3 months by email and on my Unibet account and also I've send them through DirectID on my account. I will send them again without any issue but something is not right. I still believe that Unibet want my account closed with no reason. Probably are more than happy with a profit of £27k and I don't blame them but for a company like Unibet this are peanuts money and regarding the attitude towards loyal customers...absolutely speechless. 

Kind regards,

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@MANTU_STAR, I can assure you that the last thing we would want is to drag out this more than it should be or to limit you in any shape or size. It wouldn't make sense regardless of the amounts you play or win/loose. It would be bad business to have such mentality or business profile and it certainly wouldn't reflect our goals as a long terms sustainable company, plain and simple. Please let us know once the document is sent and I can try and maybe speed things up a bit from our end.

 

 

Former Community Moderator
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Hello,

   I've sent the bank statements again one week ago by email and from my account as well. Even it is stated as 3-5 working days for them to be processed after one week the documents are still in pending. As I've said before , the only proof of wealth that I've have is the bank statements only and nothing else. I can't give any other proof of wealth because I dont't have any other accounts ,inheritance or other source of founds. Unibet is asking me for documents that I don't have and I've feel deceived by this practice. I can make 10 loans to play with,if that is my decision and the amounts of money borrowed will reflect in my bank statements. At the end of the day I strongly believe that blocking my accound without a reason it's a bad decision for Unibet as out there are so many online casinos to chose from . And one more thing: the fact that Unibet manage to give me only £800 as bonus money after £77k deposits showed me the how much you value youre customers.

Kind regards,

George

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  • 2 years later...

Hi Unibet

 

 I have had my account suspended today due to your proof of wealth checks.
 

I have sent all the relevant documents (Bank statements, payslips and end of year certificate) to the email address I was supplied with by your live chat team which is info-uk@unibetsupport.com 

 

Can you please look into this matter and have this matter resolved for me ASAP. Thank you.

 

Kind Regards 

 

Asif

 

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48 minutes ago, Az1612 said:

Hi Unibet

 I have had my account suspended today due to your proof of wealth checks.

I have sent all the relevant documents (Bank statements, payslips and end of year certificate) to the email address I was supplied with by your live chat team which is info-uk@unibetsupport.com 

Can you please look into this matter and have this matter resolved for me ASAP. Thank you.

Kind Regards 

Asif

 

Welcome to the community 🙂 We are unfortunately not able to help with document queries on here (I can't even see what you've sent). As you have only just sent in the documents, there's nothing to do but wait, sorry. You should receive all the relevant info by email.

Check the latest poker release notes. Have a look at our poker promotions

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  • 2 weeks later...

Hi

 

Just an update. I recieved an email today from the player safety team asking for more documents. 
 

Since I left my second job. I don’t have access to the payslip anymore. However, I have enclosed my signed contract of employment which should prove I worked there and be enough for them. 
 

I also sent a payslip from a temporary job I had earlier in the year which only lasted a month. Especially, during these times money is money and you pick up extra cash where you can, so hopefully I won’t get penalised for this.  
 

I also gave them the contact details of former managers and the customer service numbers of each organisation I worked at. In addition, I  also gave them permission to contact them, since it doesn’t really matter to me at the moment since I no longer work for them. 
 

I don’t see what else I can do since I have provided them with all the information at my disposal. 
 

Hopefully, this gets resolved soon since it’s starting to get stressful. 
 

Thank you for reading!

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Hello again

Thank you for intervening on my behalf yesterday.

After, sending all the documents they requested yesterday, the player safety team are now requesting a bank statement for September showing the deposits. 
 

Luckily, my bank has been really good and I have been able to send this information.

 

In regards, to feedback so that you can improve your services in the future. I would advise you to look into your processes so that you can ask for this information all together instead of separately. This would reduce the waiting times for your customers and hopefully reduce players frustration with the system.

 

I hope you understand and take my feedback as constructive and nothing personal against anyone since the customer service and individuals who work for Unibet are usually very helpful

 

In the meantime, if there is anything further you can do to help it would be greatly appreciated! 
 

Hopefully, this is the last document they request.

 

Thank you again for reading!

 

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Hi

 

In addition, I have also sent my EToro account statement as well. The first time I sent it might have been unclear, but the second email with the same information should be clear if they zoom in. 
 

 

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  • Solution

Thank you for the update @Az1612, glad to hear everything is now sorted. I will also take the feedback to the team and nothing is of course taken personally. 🙂

On 9/23/2022 at 5:13 PM, Az1612 said:

I would advise you to look into your processes so that you can ask for this information all together instead of separately.

I understand your point, but unfortunately this is not possible in all cases and not productive in most. The documents that are requested are requested because they are needed. And at that point, it's the only documents that the team thinks is needed. However after receiving said documents it might not always clear up everything hence new documents need to be requested. Hope this makes sense. 🙂

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Hi @Jami-Unibet

I spoke to soon regarding the account being unblocked. 
 

I was told by the customer service team that I require someone to call me before I can withdraw my funds. However, In the meantime I can now bet which in my opinion is contradictory since I have been told today that my account is still under review. There may be a perfectly logical reason for this but it wasn’t explained to me. 

 

I was promised a call back by the customer service team, twice this evening so I could go through this review over the telephone and both times I was left waiting. And to top it all off they didn’t even call !!!

 

Instead, I received an email advising me that my account is pending review prior to a call being arranged. However, customer service could not give me a date or a time when I called them.  
 

The customer service I usually recieve from Unibet is good , but I don’t like being advised of callbacks and then be left waiting since  this  has ruined my evening. 
 

At this point, all I want is my funds in my bank account since I am unhappy with the way I have been treated.

 

 

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Hey! Really sorry about this. I didn't properly follow up as I thought everything was fine now. I'm currently not at my work computer but I can take a look and get you clarification tomorrow morning. I have a hunch of what the reason might be but I can't really go in to detail with that.

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