gmmmub Posted August 16, 2022 Share Posted August 16, 2022 Hi guys, Could really use some context from other people's experiences here - I began the process of verifying my documents with Unibet on 7 July. The latest documents requested (bank statement and proof of source of funds) were uploaded 25 July and still I haven't received a response. Does anyone know how long I can expect this to take (yes I know it depends on case by case basis but a rough timeframe surely?). Customer support are incredibly vague and keep saying your documents are still pending review and we will let you know as soon as this changes, but I can't be expected to wait for weeks without any form of update or progress.@Jami-Unibet you seem to be the problem solver on issues like this, any chance you can help me here please? Link to comment Share on other sites More sharing options...
Jami-Unibet Posted August 16, 2022 Share Posted August 16, 2022 Hey @gmmmub! As you said, it's case by case basis and I can't really give you an estimate. I'll have a chat with the team and let you know. 🙂 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...
gmmmub Posted August 17, 2022 Author Share Posted August 17, 2022 Hi @Jami-Unibet did you manage to find out any information regarding this? Thanks! Link to comment Share on other sites More sharing options...
Jami-Unibet Posted August 17, 2022 Share Posted August 17, 2022 Hey! I didn't get a definite update yet but it's being looked at. 🙂 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...
gmmmub Posted August 18, 2022 Author Share Posted August 18, 2022 17 hours ago, Jami-Unibet said: Hey! I didn't get a definite update yet but it's being looked at. 🙂 Thanks @Jami-Unibet for looking into this, hope for an update soon. I see a worrying amount of similar posts in this forum's recent activity over the past few days, think a lot of us would really just appreciate some information beyond the stock reply of "your docs are still under review, we will contact you when we have an update". Even if you said something along the lines of "look, I know this has taken nearly a month but based on other cases it could easily be another month or two before this gets resolved" at least this would help manage customer expectations and not leave us in this indefinite limbo. Looking forward to an update soon and many thanks Link to comment Share on other sites More sharing options...
Adam1990 Posted August 18, 2022 Share Posted August 18, 2022 I’m struggling with a similar issue. No helpful response as of yet on here or via email/chat. Link to comment Share on other sites More sharing options...
Honestdave0 Posted August 18, 2022 Share Posted August 18, 2022 Request for verification info should be responded to "within 48 hrs but can take up to 5 days". Link to comment Share on other sites More sharing options...
Honestdave0 Posted August 18, 2022 Share Posted August 18, 2022 I have told them I do not wish to submit requested information, & now have to raise a complaint to have legitimately deposited funds returned. Link to comment Share on other sites More sharing options...
gmmmub Posted August 18, 2022 Author Share Posted August 18, 2022 1 hour ago, Honestdave0 said: Request for verification info should be responded to "within 48 hrs but can take up to 5 days". It's the misleading communication like this that I find so frustrating, if there's even a chance that this process could take weeks or even months then Unibet could simply let customers know this, rather than giving false expectations with messages like this. I am alarmed at how many people have similar stories or seem to be in the same position 1 Link to comment Share on other sites More sharing options...
gmmmub Posted August 19, 2022 Author Share Posted August 19, 2022 Hi @Jami-Unibet some progress - my documents were finally accepted and verified yesterday, then had a call with a Unibet representative to discuss deposit limits etc before reactivating my account. I am now told that call has been sent over to the player safety team to review as the final step, but there has been no update back from them yet. Is there any chance you could check in with them today? It would be great to resolve this final step and reactivate my account by the weekend if possible after so many weeks, but understand there is only so much you can do... Link to comment Share on other sites More sharing options...
Jami-Unibet Posted August 19, 2022 Share Posted August 19, 2022 Hey @gmmmub! Apologies I've missed your message. If they have not reviewed it by tomorrow when I come back to work I will contact them. This step is usually pretty fast though! 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...
Tae-Won Posted August 19, 2022 Share Posted August 19, 2022 On 8/16/2022 at 2:47 PM, gmmmub said: Hi guys, Could really use some context from other people's experiences here - I began the process of verifying my documents with Unibet on 7 July. The latest documents requested (bank statement and proof of source of funds) were uploaded 25 July and still I haven't received a response. Does anyone know how long I can expect this to take (yes I know it depends on case by case basis but a rough timeframe surely?). Customer support are incredibly vague and keep saying your documents are still pending review and we will let you know as soon as this changes, but I can't be expected to wait for weeks without any form of update or progress.@Jami-Unibet you seem to be the problem solver on issues like this, any chance you can help me here please? Oh interesting, I've also submitted my documents around early July the same time as you and also waiting for an update. Let's hope ours will get reviewed asap. Link to comment Share on other sites More sharing options...
gmmmub Posted August 20, 2022 Author Share Posted August 20, 2022 16 hours ago, Jami-Unibet said: Hey @gmmmub! Apologies I've missed your message. If they have not reviewed it by tomorrow when I come back to work I will contact them. This step is usually pretty fast though! Morning @Jami-Unibet, still no response from the review team regarding this final step, very frustrating after all these long months! If you could chase it up today I would really appreciate it, would love to be able to finally access my account this weekend if possible Link to comment Share on other sites More sharing options...
gmmmub Posted August 22, 2022 Author Share Posted August 22, 2022 On 8/19/2022 at 12:25 PM, gmmmub said: Hi @Jami-Unibet some progress - my documents were finally accepted and verified yesterday, then had a call with a Unibet representative to discuss deposit limits etc before reactivating my account. I am now told that call has been sent over to the player safety team to review as the final step, but there has been no update back from them yet. Is there any chance you could check in with them today? It would be great to resolve this final step and reactivate my account by the weekend if possible after so many weeks, but understand there is only so much you can do... Still no update on this @Jami-Unibet, I am still unable to use my account despite having had the phone call on Thursday 18 Aug. I can understand delays in verifying documents and that every document is different so it is difficult to give a timeframe for that, but simply reviewing a phonecall about deposit limits (the call itself lasted about 2 minutes) should not take this long. I feel like I am back to square 1 with everyone telling me "your phonecall is still being reviewed, we will get back to you as soon as that changes".... 1 Link to comment Share on other sites More sharing options...
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