Account frozen, Unibet refuses to verify. Been over 3 months.

[PetriPartanen]

Account frozen, Unibet is refusing to verify the account. Been over 3 months.

My account´s  balance is 10 900€

I am looking how to file an internal complaint. From "customer service" I get no response.

I want to file a complaint into MGA and get my money moving ASAP.  However apparently internal complaint is needed,

in order to proceed into next step. 

[Jami-Unibet]

Hey @PetriPartanen and welcome to the Community!

I've asked the relevant department to take a look at your case. They said that we still require a proof of address that is sent to you to your home address via mail.

As a player, it is of course your right to complain to MGA, but I'm fairly confident we can have this sorted here as well. :)

[PetriPartanen]

I have sent now , bank statement of Nordea, i have got via postal services.

Would you please try to get verification done ASAP, thanks.

Will appreciate the answer

-Petri P. 

[Jami-Unibet]

Hey @PetriPartanen,

I've put the case on the highest priority and left a comment there. I'll let you know when I have an update. :)

[PetriPartanen]

Hello.

Finally got new electricity bill also. I will add it to be sure theyre happy. Just sent it to support. 

Please let me know when process goes on. Really in need of an urgent solution.

-Petri Partanen

 

[PetriPartanen]

Now I sent official document called "asuinpaikkatodistus" proving my address to be correct. With a stamp of Finnish government.

Let me know if further actions needed.

 

-Petri Partanen

[Jami-Unibet]

Hey @PetriPartanen,

I'll follow up on this again! Updating you soon. :)

[PetriPartanen]

I cannot believe my eyes. I got an e-mail "Check the state of your account". I did. Only thing it says "proof of address abandoned.

I want to file an internal complaint right now, and then I will file another to MGA . 

 

[PetriPartanen]

Vaadin, että ilmoitatte minulle kirjallisesti täysin pätevien asiakirjojeni hylkäämisperusteet, ja miksi rahojani ei suostuta maksamaan. Miksi varojani ollaan pidetty jäädytettynä Joulukuusta/2019 alkaen. 
Aion viedä asian kuluttaja-asiamiehelle, ja sitä kautta jatkossa oikeuteen. Ohitan tässä MGA:n valitukset, olette menneet yksinkertaisesti liian pitkälle.

Seuravaksi laitan mielivaltaisesti hylätyt asiakirjat tähän threadiin, kaikkien nähtäville. 

[Jami-Unibet]

Hey @PetriPartanen,

Apologies for the misunderstanding. Please note that Community is English only, but I will leave the post there because I don't want to delete anything from the thread to keep it as transparent as possible. Also please don't publish any personal documents on a public forum in general.

I am following up on the case with the relevant teams as we speak and trying to get a resolution. I can not promise an update today tho, but for tomorrow during businesshours. As for the internal complaint, we can use this thread as such and I will escalate after the update tomorrow if that's ok with you?

[PetriPartanen]

I demand that Unibet gives me written answer, based on written rules. Which legal authority allows them to reject my fully valid documents?
Why my funds will not be agreed to be paid, but instead been kept frozen since December / 2019.
I intend to take the matter to the Consumer Ombudsman, and through it in the future to court. I ignore the complaints of the MGA here, you have simply gone too far.

Next, I will start to add arbitrarily rejected documents in this thread, for everyone to see, and to know the ugly truth.

 

[Jami-Unibet]

Hey @PetriPartanen,

I will forward this to the right department, I will update you once I get an update. Thank you for your patience. 

[PetriPartanen]

It has been 6 days since I uploaded official proof of address, ordered from Finnish government. 

I haven´t got any updates. 6 days.

[PetriPartanen]

It has been a week, since I provided last document requested. In total I have been waiting 4 months. Balance of 10 900€ . Every single day I think am I just got robbed?

In backoffice there is a sentence "We try to verify accounts during 48 hours" and if there is a rush, it might take 3-5 days. 

 

 

[Jami-Unibet]

Hey @PetriPartanen, it might take longer than that in some cases, there is no provided timeline as all verifications are different. 

I am chasing updates again on this. :)