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Account and funds on hold for over one month.


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My account has currently been on hold with me unable to withdraw my £3,875 for over a month. 
 

The verification process was started on the 3rd of April and UniBet was quick to verify the initial documents. 
 

I was then asked to provide further documentation, I provided this and following this, I was then told it was not enough and asked to provide further documentation and I done so.

Since providing everything that was asked for and continuously asking what’s going on with little to no help, so feel like I’m getting absolutely no where. 
 

After initially being told five days, then two weeks for the process to be completed I have now been waiting over a month and when I ask for updates they just tell me no timeframe can be given. 
 

It’s causing great stress with that money being on hold with no way to withdraw it. 
 

All I want to do is be able to withdraw my funds, I have been very patient and respectful and provided all documents within a day of Uni Bet asking for them. 
 

I have asked for the case to be escalated but I still am getting no where, I have spoken to live chat and also phoned multiple times and nothing seems to help. 

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You should try to relax, because they do always sort these things out eventually (for me it was quickest after I came to this forum actually), it sometimes does take a very long time but you do get the money

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9 hours ago, benjamin_172 said:

You should try to relax, because they do always sort these things out eventually (for me it was quickest after I came to this forum actually), it sometimes does take a very long time but you do get the money

Thanks Benjamin for the reassurance. 

I am trying to stay calm and I did come to the forms looking for help and it looks like @Jami-Unibetis on the case for me so fingers crossed it’s resolved soon. 

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5 hours ago, Jami-Unibet said:

Unfortunately not @Cdp_uk, the latest is that they will contact you once they have an update. :S 

Thanks… it seems like there’s nothing anyone can do and I could be at this rate waiting indefinitely for this to be resolved. 

I have tried to complain quoting UKGC guidelines and they backhanded this back at me. 

I have tried to ask on the forms for help and although you have tried you have got absolutely no where. 

I have constituently emailed, called and phoned and am always told the same thing to be ‘patient’. 

After a month and a half of waiting I would say I have been more than patient with the process, yet still get nowhere.

It’s a real shame about the lack of transparency offered when it concerns my account and funds having been on hold for an extensive period of time. I have played on many websites and never in my life faced this kind of issue with the time it takes to get accounts verified. 

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1 minute ago, Jami-Unibet said:

We'll get it sorted, hoping rather sooner than later. 

I do appreciate it a lot, just had another 20mins call with a gentleman from UniBet customer service who was really nice but unfortunately he’s powerless to do anything as well. 

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5 minutes ago, Jami-Unibet said:

I appreciate the understanding and assure you that I'm doing everything I can to make the process smoother and get it done faster.

Of course I can’t fault yourself or customer service, I just feel that the process is lacking transparency and obviously with it being such an extensive period of time it would help to have an answer as to a timeframe. 
 

I understand my case and many others seems to be the exception with UniBet verifying many accounts per day, as I’ve mentioned before it’s just extremely stressful to have the funds on hold with my account being on hold also. 

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I agree with all of it. Some reasons for non-transparency are obvious as we can't really put it all out there due to bunch of things, security and GDPR to name a few. 

13 minutes ago, Cdp_uk said:

with it being such an extensive period of time it would help to have an answer as to a timeframe. 

I wish I could give you one, and if I was handling the case I could atleast estimate but when it's on another team I really can't promise anything for them. The aim is of course to have all the cases sorted as fast as possible, but as you mentioned there are thousands of cases handled daily. 

 

15 minutes ago, Cdp_uk said:

I understand my case and many others seems to be the exception with UniBet verifying many accounts per day

Exactly this, the amount of cases handled on a daily basis is mind boggling and the few (even though it seems like many as you only see complaints) that reach the Community are an exception. 

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11 minutes ago, Jami-Unibet said:

I agree with all of it. Some reasons for non-transparency are obvious as we can't really put it all out there due to bunch of things, security and GDPR to name a few. 

I wish I could give you one, and if I was handling the case I could atleast estimate but when it's on another team I really can't promise anything for them. The aim is of course to have all the cases sorted as fast as possible, but as you mentioned there are thousands of cases handled daily. 

 

Exactly this, the amount of cases handled on a daily basis is mind boggling and the few (even though it seems like many as you only see complaints) that reach the Community are an exception. 

I’ll continue to sit tight for a response and probably keep pestering you every few days for an update but this is all I can really do unfortunately 😅

As I say, I do appreciate the help you have given. 

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