Straya Posted January 5, 2020 Share Posted January 5, 2020 Hello,I signed up to Unibet last week and deposited £10 and won my first bet. (£22 currently in account). I was then told that had to verify in order to continue using the site/make a withdraw. I scanned mypassport photo ID, bank statement and acopyof my sky broadband bill. These were rejected due to the photo ID being "not clear enough" and the bank letter being a scan of an online statement - they say i had to get a caopy sent in the post. I contact my bank and get a copy sent to me. I scan this and take another picture of my passport ID with a smartphone - rejected again!!??!! Told to take a clear picture....beatring in mine these same documents have been verified within max 30 minutes by six other bookmakers last week. There is NOTHING wrong with the photo ID, clarity wise, same for the bank statement.I contact supoort again for about the tenth time. They ask to send in again. I do this one final time, and jsut logged in..rejected..not clear enough!?! Both documents are CRYSTAL CLEAR.WHAT IS GOING ON!?!I'd like a sqift repsone to this, please, befor ei submit a complaint to the operator and or file a complaint with the ADR. They appear tp be refusing to verify me, giveing be totally unacceptable reasons and are also refusing to let me withdraw after i had already made a deposit. Thank you. Link to comment Share on other sites More sharing options...
Straya Posted January 5, 2020 Author Share Posted January 5, 2020 Clarification re above...In addition to scanning, I also uploaded images directly from my phone in case scans weren't accepted...Also rejected. Link to comment Share on other sites More sharing options...
RayL Posted January 7, 2020 Share Posted January 7, 2020 Hi @Straya, welcome to the Community first of all :) Overall, as a rule, we don't accept scans of documents so that's out of the picture. There are multiple security reasons for that and pictures are the way to go. I understand this might be confusing when asking for higher resolution photos because indeed the scans are clear, but not acceptable so I thought I'll just clarify that first. The insufficient clarity is regarding the pictures taken with your phone, and I've double-checked with the verification agents before replying to you, new pictures of your ID and Proof of Address are required. It often helps if the pictures are taken in natural light for example and without a flash. Another aspect to keep in mind would be that the Proof of Address would need to be issued and received by post within the last 30 days, so a December bill or bank statement in this case. Please let me know if you would need further clarification and lastly apologies for the back and forth, I realize that this can become a tad frustrating after a while. /Ray Former Community Moderator Link to comment Share on other sites More sharing options...
Straya Posted January 9, 2020 Author Share Posted January 9, 2020 Hello, RayOK, I will try and get higher resolution mages for my passport.But, in regards to a bank statement sent in the post within the last 30 days...I called my bank and they sent a copy of my statement in the post. The covering letter with the statement states that 'Whilst the enclosed document(s) may notlook the same as your original statement/s, please rest assured that the content is the same'.The copy of the statement has a Barclays certified copy stamp on it. I sent this in as verificaiton, and...........rejected. I go on to live chat, and explain and I end up speaking to a guy who, like a robot, repeats forme to send a statement in that was received by post! I eixplain that what i sent in IS a statement received by post, but get no clear answers and the same robotoc response. Absolutely infuriating!Please advise re this, because, I am really getting annoyed now.Also, why was I allowed to deposit AND gamble without being fully veriffied?Regards, Link to comment Share on other sites More sharing options...
RayL Posted January 13, 2020 Share Posted January 13, 2020 Hi @Straya, I can appreciate that you are still confused, no new pictures were received from your end yet though. What basically is needed is a crystal clear picture of your ID and a completely new picture of the Proof of address, the statement that you mention from your bank. It's vital that the quality of these pictures is high, as low rez pictures are not accepted as all details need to be crisp. Regarding playing on an account that is not verified yet, neither the European Union not the UK or other country's interdict playing on an account that was nor verified yet. There are limits that when reached trigger these verifications but a player needs to open the account in the good conscience that everything registered on the account is 100% backed by facts (documents etc). There have been talks from what I've heard from some central European governments to impose a full verification even before the player is able to deposit and we're all for that if that's the case and that's what the regulators require, but it's only talks at the moment and not a voted motion. Anyways, please let me know once these pictures are sent and if there are any questions, please feel free to post. /Ray Former Community Moderator Link to comment Share on other sites More sharing options...
Straya Posted January 14, 2020 Author Share Posted January 14, 2020 Hello, OK< yesterday i went to a photographic print shop and go them to ttake a high res of my p[assport which i submitted and this has now been verified. In realtion to the proof of address, the bank statement that I sent in had been cropped, so i assume this is why that had been rejected. I've just taken a new, crips picture and submitted for verification without it being cropped, so it is full size and you can zoom in with clarity. It has the Barclays certified copy stamp on it, too which was sent to me in the post a few days ago.I trust this, shall now be good enough.Regards Link to comment Share on other sites More sharing options...
Jami-Unibet Posted January 15, 2020 Share Posted January 15, 2020 Hey @Straya,The latest request is for a good quality photo of the proof of address, sent to your home address within 30 days. Unfortunately scanned ones will not be accepted. Satisfied with the community? | Read our guidelines? | Meet the team | Seen our latest blog posts? Link to comment Share on other sites More sharing options...
Straya Posted January 16, 2020 Author Share Posted January 16, 2020 I have just sent thios now. An uncropped photo. Link to comment Share on other sites More sharing options...
Jami-Unibet Posted January 16, 2020 Share Posted January 16, 2020 Thank you @Straya, I'll have an update on this ASAP. Satisfied with the community? | Read our guidelines? | Meet the team | Seen our latest blog posts? Link to comment Share on other sites More sharing options...
Straya Posted January 16, 2020 Author Share Posted January 16, 2020 I have just received this email from them in response to me sending in a photograph of a copy of a bank statement that was recently sent in the post to me (within the last week): Dear... Thank you contacting Unibet Support. Firstly, thank you for sending in the document. However, this has not be accepted by the verification team. The verification team require an alternative proof of address in order to verify your account. We kindly ask that you provide one of the following for proof of address; bank statement, utility bill (water, gas, electric), government issued letter, which is dated within the last 30 days. Please ensure that this is a crystal clear photograph of a full page document, which you have received through the post to your address. Many thanks for your assistance. Please do not hesitate to contact me should you require any further assistance.Kind regards, WHAT THE HELL ARE YOU PEOPLE DOING!?! Link to comment Share on other sites More sharing options...
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