After two months we are still at the beginning.

[TheKidPlayer]

I started to play in two poker rooms. Poker Stars and Unibet.I had changed the residence from Portugal to Brasil in PokerStars day 14/09.They make all in less that 18 hours. Now i make cash outs in ONE minute.

I had send the same documents to unibet in 8/09. Unibet take almost one month  to recognize my identity.I send twice the same documents.

In Tony Bet takes 48 hours and in Coal Poker 52 hours.

Unibet  did not accept a document from the federal police to reconecer my adress. I sent a gas bill in 25/10.We are 03/11 and you are still analyzing a single document.

I made several cash outs.All aproved. A note said 12 hours to be on the bak account None arrived. The first its from 21/10.

My question its easy. 

How many months you need to see the documnts, and how many times i need to send.

It´s impossible cash out? Yes, no?

 

[taft]

That's very strange, Unibet is very trustworthy with cashouts, I've never had a problem. Can you check from your account what is the status on the documents you sent? Maybe they have been declined for some reason and you have to send in a better quality picture for example. If not, and they're still just being reviewed, I would contact live chat and ask if everything's okay and is there anything else they need you to send in, since a month is definitely out of order.

[JeppeL]

 Thanks for letting us know about this! We've been looking into the situation and long story short, there's been miscommunication between our costumer support and player safety departments. You'll receive an email shortly from customer support with information about the document we still need - the proof of address you've sent most recently, unfortunately is too blurry to read and that's why it hasn't been approved - the error is that you haven't been notified of this and you have our apologies for that!

We've set a note on your account, that any new documents you send in will be escalated to player safety immediately for review and it should speed everything up from now on.

As for the withdrawals, the message you've recieved should indicate that the they have indeed been created, but they're still missing approval because of the document issue.

Once again you have our apologies for this error of not letting you know via email, I hope it clears up soon as possible after having received the proof of address in the correct format!

[TheKidPlayer]

First, thank you for a excellent response time.apology accepted and i understand the situacion.Sometimes happens.

Wen a send the documents for the first time,there was there a copy whit hig resolution from the contrat of my house. The gas bill that i send after that maybe its not ok.But today i send a hig resolution scan of that gas bill.I hope everything its now ok.

[JeppeL]

 Did you get an email from us today? I've been checking up on it and it seems that the only missing issue is the utility bill. The one's we've seen so far our Player Safety department can't approve, as they're either not bills sent to your address, or missing some details.

We wan't to get this handled soon as possible, and documents like these are approved daily by us, but the information sent in has to be in the correct format(in this case a utility bill) or Player Safety can't go forward as per their process.

/Jeppe

[TheKidPlayer]

Thak you for the contact.

This are print screens. Even the prints screens have quality.Unibet department said no quality.Ok.Opinions.

I also had send a document from the Brazilien Federal Police.

Tomorrow we make 2 months wen unibet start the veryfication of my identity.

Tomorrow we make 288 hours waiting for the cah out.

 

PokerStars  checked all my documents in 18 hours and withdrawals are made in less than a minute.

My friend Rui told me today that the Tony Bet cash out is  in less than 12 hours.

See on my Face book Miguel Lifôro .In photo cover me and my niece.

Congratulations to me and to unibet for the records.

 

 

[JeppeL]

 Thanks for getting back to us! I removed the two screenshots as the documents contained your personal information, I would advise against posting this in a public setting unless the relevant information has been covered.

As for the documents and the case, the quality is not the problem and I agree with you that it's fine:

1. The documents from your gas company are receipts, having been in touch with Player Safety they've let us know that they can't approve a receipt - For us to confirm your address, the document has to be a utility bill or a bank statement sent to you within the last three months-

2. The signed document does not have a date on it, when this is missing we can't confirm when it was sent and thus not approve the address as your most recent. This goes for all documents for proof of address, if there's no date they cannot be approved, no matter where they come from.

Do you have a utility bill or bank statement with your address, name and date that you can send to us? It's the only thing missing, and as promised earlier we'll ask Player Safety to look at it right away when we get it.

As for Pokerstars, I cannot comment on their security procedures, but only our own - Please note though, that the advised verification time is in effect as long as we receive the correct documents and the safety guidelines for them are met, E.G all four corners being visible. We can never guarantee a certain verification period if we don't receive the correct documents, as it would be impossible for us to know when the correct ones are sent in :)

Hope to hear from you soon and that we get the last remaining document, so we can close this case and process your withdrawal!

/Jeppe 

 

[TheKidPlayer]

I´m a very correct person.I buy drinks and ice on the store.I never ask for the bill, but this time i had request the gas bill. They assured to me that was oficial one. Wen i goo shoping i always ask for the fiscal note. 

I´m desolate.I apologize but i thot that the bill was perfectly legal and not informative.

I´m leaving work and i go home lookink for bills.Today i will send picture proving my adress. 

Please tell the department that I did not know I had been spent an informative account. So I'm living in Brazil for just over a year.

I want to resolve the situation to return to play.

 

Sorry.

 

[JeppeL]

No need for apologies , you explained your problem on the community so we could try and get it all solved, and that's what we've been doing :)

[MoreTBC]

[TheKidPlayer]

They block me wen I try to post.SO I will post in all pokersites in the world.

go to 

https://pt.pokerstrategy.com/forum/thread.php?postid=1393251#post1393251

[BonusPater]

---

@TheKidPlayer wrote:

They block me wen I try to post.SO I will post in all pokersites in the world.

go to 

https://pt.pokerstrategy.com/forum/thread.php?postid=1393251#post1393251

---

Not true - there's no block added to your community account. However, there is a filter which will prevent you from posting in other languages. I can see in the error log, that your post contained "sen", which is a Danish word (also 1/100 of a Japanese yen, but doubt anyone will need to post that on the site :) ). If you remove this, you can submit the post.

[TheKidPlayer]

In three months you lied to me so much that everything already seems doubtful to me

[TheKidPlayer]

My post has only English words. You always find an explanation for not paying.

[BonusPater]

As the error message says: 

• "The message body contains sen, which is not permitted in this community. Please remove this content before sending your post. We don't allow posts in other languages than English, and swearing is not allowed either."

We haven't lied to you, and as Jeppe explained in a previous post, you just have to upload a document that meet the requirement, and everything will be sorted :)

[TheKidPlayer]

In 8 ofSeptember  Before going to play, I decided to send my documents to unibet. I had Contacted  support. It was all right.

I sent my driving license My identity card To prove my identity

My cpf to prove that I live in Brazil

Unibet wrote on its website that it takes 1 to 3 days to approve the documents then changed to 3 to 5 days. Wrong.

It took me a month to approve my identity. In Europe it took me 15 days to change my passport with my documents. In Europe under the strictest security measures I took 15 days. At PokerStars I took 18 hours. In unibet a month. Worst impossible? Unibet can be much worse. keep reading

[TheKidPlayer]

After they had approved my identity with great messy, I decided to make a R$3000 Cash Out.

Unibet wrote on its website that handles the withdrawals in 12 hours. Right? Wrong. I am waiting for the cash out since 21 October.But I now they never will pay.

 

[TheKidPlayer]

You lied to me a lot. You got my $ 3000.

[TheKidPlayer]

In 8 ofSeptember  Before going to play, I decided to send my documents to unibet. I had Contacted  support. It was all right.

I sent my driving license My identity card To prove my identity

My cpf to prove that I live in Brazil

Unibet wrote on its website that it takes 1 to 3 days to approve the documents then changed to 3 to 5 days. Wrong.

It took me a month to approve my identity. In Europe it took me 15 days to change my passport with my documents. In Europe under the strictest security measures I took 15 days. At PokerStars I took 18 hours. In unibet a month. Worst impossible? Unibet can be much worse. keep reading

Edit by Jeppe-Unibet: Edited subject title as it's against community guidelines to promote other sites.

[TheKidPlayer]

After they had approved my identity with great messy, I decided to make a R$3000 Cash Out. Unibet wrote on its website that it handles the withdrawals in 12 hours. Right? Wrong. I am waiting for the cash out since 21 October.But I now they never will pay.

[JeppeL]

 We would love to help, and we've been trying to, but if you keep spamming the help and support section with new threads about the same topic, then we'll have to put in a temporary ban. Let's instead keep it to this topic we're writing in now.

The documents so far haven't been approved for different reasons I've previously stated. The two new documents uploaded on the 22nd hasn't been checked by the Player Safety department yet, but I've asked if they would look at them soon as posible.

[TheKidPlayer]

The 2 new documents are :

1 a bill from the CPF whit adress

2 a Bank Of Brasil boleto.

 

You will not aprove for shure because you take the players cash.

Edit by Jeppe-Unibet: Edited subject title in accordance with forum guidelines.

[JeppeL]

 That's great, Player Safety will check them, and just like you I hope that they can be approved in regards to the security standards we maintain - and I can assure you that the last thing we want is to take money from our players :)

[JeppeL]

 As per per our community guidelines, please don't create duplicate threads about the same subject:

Avoid posting the same content more than once. Unibet will delete any duplicate threads or posts created by the user.

[TheKidPlayer]

After 3 months i reaaly dont care anymore.And i now that unibet will find more troubles.I cannot spend so much time whith nothing as i did. this dont go anywhere.