Account verified but Unibet won't process withdrawal

[Prdavis]

Hi,

My account was verified 7 days ago and I requested a withdrawal on 20th February. I have been told that the 'relevant team' needs to call me for security reasons but haven't been provided with any further information. 9 days later, I have yet to receive a phone call and my withdrawal still hasn't been processed? I have spoken to numerous live chat agents, who have given me false information and I have spoken to numerous agents via telephone, assuring me that I should be receiving a call by the end of the week. I raised a complaint yesterday afternoon to the email address provided by live chat and am still waiting for it to be acknowledged.

When will I receive my call and when will you process my withdrawal, please?

Regards,

Paris

 

 

 

 

[Jami-Unibet]

Hey @Prdavis,

I'll take a look at this! I'll update you shortly. 

[Jami-Unibet]

Hey @Prdavis, 

I've requested an update on this, but as it comes from a specific team I don't have one right now. I'm pushing the priority of the case as well. 

[Prdavis]

I appreciate your efforts, however, this has been the same response I have received for the past 7 days. I don't seem to get any further no matter who I speak to and this 'team' that I am supposed to be waiting for a call from (for reasons still unknown to me) seem to be extremely detached from everyone else working at Unibet. 

I will see what you can come up with and if still no luck in the next few days, then I might have to consider taking things further by going down the legal route and/or approaching Gambling Ombudsman (which seems inconceivable but what else can I do?!).

Thanks

[Prdavis]

Hi,

As per my previous message, has there been any update, please?

If Unibet can't arrange a simple phone call then surely you should be processing my withdrawal regardless?? You can't withhold my funds from me without good reason. I have been waiting patiently but my kindness doesn't seem to be getting me anywhere.

Regards,

Paris

[Jami-Unibet]

Hey @Prdavis! 

I wish I could do it myself and get it done with, but unfortunately I can't. I will however push this again and give you an update asap!

[Prdavis]

Any sort of update with some sort of a concrete timescale would be appreciated. A phone call by the end of the week is fine...I just want to know where I stand and when I will get my money. 

#10dayswaitingforwithdrawal

[Prdavis]

Day 11...Still no response from a manager in regards to my complaint. Still no concrete update as to when I will be receiving a call. Still waiting for MY money.

If you have an extreme backlog, then surely my withdrawal should be processed regardless and surely these checks should have been done before letting me deposit  and wagering money, as per UKGC regulations.

#11dayswaitingforwithdrawal

[Prdavis]

Day 12...and I have received the following email response to my complaint:

"Dear Paris, 

Thank you for contacting Unibet Customer Support. 

I am the Senior Customer Service Advisor on duty this afternoon and I have been dealing with your complaint. 

Firstly, please accept our sincere apologies for the issues you are encountering regarding verification. 

I have forwarded your complaint onto the relevant department and requested them to call you as soon as possible. 

I am sure, the department in question will ring you very shortly to resolve this matter. 

Please do not hesitate to contact me if I can be of any further assistance."

Whilst I am grateful that Mark has responded and we seem to getting somewhere, I am not entirely sure if Unibet understand what 'very shortly' means:

Shortly definition - "soon, or happening only a short period of time after something"

I would expect a phone call today or at the very latest tomorrow.

My fingers are crossed!

#12dayswaitingforwithdrawal

[Prdavis]

...pretty much the end of day 12 and still no phone call.

[Jami-Unibet]

Hey @Prdavis,

Apologies for the delay. I'll push this again.

[Prdavis]

Day 13...and after sending an email to Mark last night, I have now had a response from someone called Stephen, who has apologised for me not getting a call as promised. I have responded with the following:

FROM STEPHEN:

"Dear Paris,

Thank you for your recent email. I apologise the relevant team did not call you, as promised. I have asked that you are called as soon as possible to get the issue resolved for you.

Please do not hesitate to contact me if I can be of any further assistance.

Kind regards,

Stephen"

MY RESPONSE:

"Hi Stephen, Mark,

Please can you ensure that this correspondence/email trail is forwarded to your complaints department, so that they can see the utter incompetence of Unibet. 

Clearly I am being lied to and nobody has any control of this erroneous team. Why would Mark be so thoughtless to say I would receive a phone call "very shortly" when he couldn't guarantee it would be happen? 

Totally fed up now. You can't even arrange a simple phone call. Has anyone at Unibet considered the emotional distress this has caused me, especially during a pandemic? No...probably not.

I would like this to be looked at by a proper manager...I don't want anymore lies or false promises. 

Regards,

Paris"

#13dayswaitingforwithdrawal

[Prdavis]

End of day 13 and....I've finally received the phone call from the illusive team. Several questions were asked about what I like to bet on and then that was that. 

Hurdles jumped over...now please advise when my withdrawal will be processed?

The funny thing is, I don't even gamble very often and this was the first time in over 3-4 years...boy do I regret opening an account with Unibet.

[Jami-Unibet]

Hey @Prdavis, thanks for the update. 

The case will still be reviewed and only after that the withdrawal can be processed. I will try and push to have it reviewed right away but can not guarantee it. I do apologize for the hassle, but the calls are done as a security precaution.

[Prdavis]

Hi,

Thanks for the update.

That's another vague answer with no timescale being provided.

If it takes much longer (24-48hrs) then I will have no option but to issue Unibet with a Letter of Intent by way of Civil Money Order. I have also raised a complaint via Resolver.

Ultimately, you can't just hold my money ransom without good reason. 

You've made me wait 13 days, I've done the phone call and you still won't process my money.

Paris

[lewrdix]

On 3/5/2021 at 5:29 PM, Prdavis said:

Hi,

Thanks for the update.

That's another vague answer with no timescale being provided.

If it takes much longer (24-48hrs) then I will have no option but to issue Unibet with a Letter of Intent by way of Civil Money Order. I have also raised a complaint via Resolver.

Ultimately, you can't just hold my money ransom without good reason. 

You've made me wait 13 days, I've done the phone call and you still won't process my money.

Paris

How did this end? I'm in a similar situation and still can't get my withdrawal processed despite it only been my money, and not winnings. They're holding thousands of £ worth of my money with no explanation as to when I'll get my withdrawal processed! 

[Stubbe-Unibet]

6 hours ago, lewrdix said:

How did this end? I'm in a similar situation and still can't get my withdrawal processed despite it only been my money, and not winnings. They're holding thousands of £ worth of my money with no explanation as to when I'll get my withdrawal processed! 

Customer will not be able to respond on here, as the account was suspended indefinitely (with very good reason). The withdrawal was paid though, same day as the post above.

[Sylwinka1]

On 3/1/2021 at 1:47 PM, Prdavis said:

Hi,

My account was verified 7 days ago and I requested a withdrawal on 20th February. I have been told that the 'relevant team' needs to call me for security reasons but haven't been provided with any further information. 9 days later, I have yet to receive a phone call and my withdrawal still hasn't been processed? I have spoken to numerous live chat agents, who have given me false information and I have spoken to numerous agents via telephone, assuring me that I should be receiving a call by the end of the week. I raised a complaint yesterday afternoon to the email address provided by live chat and am still waiting for it to be acknowledged.

When will I receive my call and when will you process my withdrawal, please?

Regards,

Paris

 

 

 

 

I have same problem cant withdraw money

 

[Stubbe-Unibet]

8 hours ago, Sylwinka1 said:

I have same problem cant withdraw money

 

You had an active bonus and thus couldn't withdraw the funds; looks like you figured it out yourself 🙂 

[lewrdix]

On 4/15/2022 at 4:45 PM, Stubbe-Unibet said:

Customer will not be able to respond on here, as the account was suspended indefinitely (with very good reason). The withdrawal was paid though, same day as the post above.

When will my withdrawal be paid? I submitted everything you asked for on Wednesday and you’re still holding my money. This is worrying me.

[Stubbe-Unibet]

Afraid I can't give you an estimate, as I don't have access to this information. However, I believe Monday is quite likely but no promises. Apologies for this dragging out! 

I can see you've been in contact with regular support a few times as well. I get the frustration and how one might be worried if reading Trustpilot reviews or the like, but if you have a look through the cases on here, you'll see that everyone is paid, if they haven't violated the terms - sometimes it just takes a bit too long in more complex cases, when not all documents are sent in one go etc. We're listed on the Swedish stock exchange and got a license from your local regulator: you don't need to fear not getting the money.

[lewrdix]

On 4/16/2022 at 10:22 PM, Stubbe-Unibet said:

Afraid I can't give you an estimate, as I don't have access to this information. However, I believe Monday is quite likely but no promises. Apologies for this dragging out! 

I can see you've been in contact with regular support a few times as well. I get the frustration and how one might be worried if reading Trustpilot reviews or the like, but if you have a look through the cases on here, you'll see that everyone is paid, if they haven't violated the terms - sometimes it just takes a bit too long in more complex cases, when not all documents are sent in one go etc. We're listed on the Swedish stock exchange and got a license from your local regulator: you don't need to fear not getting the money.

Hello, still nothing from Unibet and it’s been 5 days. Can you chase this ASAP for me?

[Jt2509]

@Stubbe-Unibet ‘sometimes it just takes a bit too long in more complex cases, when not all documents are sent in one go etc’ probably because they ask for a different document on a weekly basis instead of asking for it all in one go? 

[Stubbe-Unibet]

12 hours ago, Jt2509 said:

@Stubbe-Unibet ‘sometimes it just takes a bit too long in more complex cases, when not all documents are sent in one go etc’ probably because they ask for a different document on a weekly basis instead of asking for it all in one go? 

This would typically happen when the documents sent in first changes the nature of the case. It could also be that there's an IP or device link when uploading documents/signing in (after initial request) etc. etc.

We do try to limit the number of document requests, but it's impossible to always request everything in one go.