Daniel Posted December 19, 2016 Share Posted December 19, 2016 Hello, Guys I have a very big problem with verification of my account. During registration of my account I used the address where I currently live(I am renting a flat) but when I was asked to verify my account I have sent my documents with the address that is shown in my documents(different address) - I would like to clarify that in Poland we have our address printed in our ID's. From this moment Unibet the company that I was always considering as one of the most trustful one is making me huge problems. First I was asked to send my ID card + print screen from my Neteller account + my bank account statement - I have sent all these documents. There was no answer for more than a week so I contacted support via chat and I have been told that I suppose to provide photo of my face next to my ID!! I thought that it is so ridiculous that it must be a joke but it wasn’t. I was trying to convince Unibet support for few months that they have no right to demand this kind of stuff that it is a humiliation to take photo of my face next to my ID... I have finally surrendered and sent the photo of myself with my ID next to my face. Surprisingly I have been told that I can withdraw my money only to bank account even though I have deposited via Neteller... even though it was not convenient at all for me to receive my funds via bank. Having no choice I have agreed for that but what is the most RIDICOLOUS I have received nothing! WHEN I ASKED SUPPORT WHY..? - THEY TOLD ME THAT I SUPPOSE TO SEND THE PHOTO OF MY FACE NEXT TO MY DRICING LICENCE!I have no power to fight... Please help me... I sill belive that Unibet is trustful company.Best regards, Daniel Link to comment Share on other sites More sharing options...
Magicadil Posted December 19, 2016 Share Posted December 19, 2016 Send that one last photo (your face next to license). If it's still not resolved then you can escalate things but I don't think it'll get to that point. I debateShould I smile like everything's good and pretend that life is greatOr should I let the world see the real me and not hide this painI tried to be like the rest of y'all, sorry I just can'tI'ma probably die this way Link to comment Share on other sites More sharing options...
Domin Posted December 21, 2016 Share Posted December 21, 2016 This is really ridicolous! You have sent them already the photo of your face next to your ID and they want driving license now even though you have accepted to refund you money to you bank account???????????Come on UNIBET it is not fair at all Link to comment Share on other sites More sharing options...
Daniel Posted December 22, 2016 Author Share Posted December 22, 2016 Thx Domin I think the same :( Link to comment Share on other sites More sharing options...
Daniel Posted December 22, 2016 Author Share Posted December 22, 2016 Hi Magicadil, Don't you think that sending my print screen of neteller account, my proof of address, scan of my ID, my bank details and photo of my face next to my ID isnt enouch? I think if I send smth more they would ask for smth new and so on and so on.We have to say stop to such a practice. Link to comment Share on other sites More sharing options...
Magicadil Posted December 22, 2016 Share Posted December 22, 2016 It's definitely enough and I'd be more than annoyed if I was in your situation however it's best to try to get it resolved rather then have it drag on. I debateShould I smile like everything's good and pretend that life is greatOr should I let the world see the real me and not hide this painI tried to be like the rest of y'all, sorry I just can'tI'ma probably die this way Link to comment Share on other sites More sharing options...
tici Posted December 22, 2016 Share Posted December 22, 2016 +1I have sent my documents once, nothing happens! It is not checked, I do not receive an answer from support mail, I do not receive my money! Link to comment Share on other sites More sharing options...
JeppeL Posted December 22, 2016 Share Posted December 22, 2016 Hi @Daniel, Sorry for the late reply, but thanks for posting about this issue on the community, we're happy to look into it on your behalf :)Great description of what you've experienced so far, you've been very straight forward and I'll be the same with you, so we can get the matter resovled as fast as possible.During registration of my account I used the address where I currently live(I am renting a flat) but when I was asked to verify my account I have sent my documents with the address that is shown in my documents(different address) - I would like to clarify that in Poland we have our address printed in our ID's. From this moment Unibet the company that I was always considering as one of the most trustful one is making me huge problems. All document- and withdrawal approvements are done by out Player Safety department. In short, they handle security and their most important objectives are in no particular order:To make sure that Unibet act in accordance to the the rules and regulations of our gambling licenses.To prevent and stop attempts of fraud towards Unibet.To prevent and stop attempts of fraud towards registered Unibet customers,To act in accordance with EU regulations on prevention of money laundering.The vast majority of Unibet customers are honest and real players, but given that we're a company who handles transactions going both to and from players, it's no secret that we see attempts of fraud on a daily basis. You started of your post by explaining why you used a different address in your account details than on your ID card, a fair explanation I think, but the PS department still has to act to their objectives - which is having the address verified, and this is where the situation is still at a stand still. While it to you naturally is no big deal about the different addresses, it's a big red flag for someone sitting in player safety- that the documents had a different address than in the account details, of an account no more than a a few days old - and it's the reason why you've had to send in everything else including Photo ID next to face. As I mentioned, the situation hasn't moved forward for a long time. On the 6th of November, we sent you an email asking for a proof of address that matches with the one on your Unibet account, we've never received this and thus never been able to complete your withdrawal request. A utility bill or letter from your bank(and not a print out as previously sent), sent to your address within the last 3 months is what we need to verify the account within the objectives of the PS department as mentioned above. I hope this helps in clearing this up, so you can get your money to your bank account as soon as possible! Former Community Manager Link to comment Share on other sites More sharing options...
JeppeL Posted December 22, 2016 Share Posted December 22, 2016 @tici wrote:+1I have sent my documents once, nothing happens! It is not checked, I do not receive an answer from support mail, I do not receive my money!@tici Your documents has been checked, but the date of birth did not match the one you put in the account details of your Unibet account and an explanation was needed for the mismatch. You gave that explanation earlier today and it was added to your file, which has since been forwarded to the PS deparment who'll look at it soon as possible - so something is happening :) Former Community Manager Link to comment Share on other sites More sharing options...
Daniel Posted December 28, 2016 Author Share Posted December 28, 2016 Hi @JeppeL,Sorry for the late answer but I was out of town for Christmass time. First of all thank you for your reply. I have sent one more time my bank statemnet to proof my address as you advised me. I hope after all of these problems you will finaly verify my account and send money to my bank account. I would be happy to get my funds this 2016 year. All the best, Link to comment Share on other sites More sharing options...
JeppeL Posted December 28, 2016 Share Posted December 28, 2016 I'm happy to help @Daniel, I see the new document and as far as I can tell it looks like what was requested. Once the document is reviewed and hopefully approved by Player Safety, you'll have to make the withdrawal again, as all pending withdrawals are automatically transferred back to your Unibet account at the end of each month if they're not approved - hope it's ok.All the best to you as well and hope you had a joyful out of town Christmas :) Former Community Manager Link to comment Share on other sites More sharing options...
Daniel Posted December 29, 2016 Author Share Posted December 29, 2016 Hi @JeppeL,I have just loged in to my account and no changes... :( My account still under rewiev :( Do you think it is possible to send me my money this year? All the best Link to comment Share on other sites More sharing options...
JeppeL Posted January 3, 2017 Share Posted January 3, 2017 Sorry that we didn't make before the end of last year @Daniel, but I'm happy to say that all documents are approved and that your withdrawal is now on the way to your bank account :) Former Community Manager Link to comment Share on other sites More sharing options...
Daniel Posted January 20, 2017 Author Share Posted January 20, 2017 @JeppeLOne more time thank you very much. I have received all my money on my bank account. I didnt have to send any photos of my face next to id which, for me was very humiliating and strange request. I can frankly say that Unibet is fair company the company that you can trust and be sure that your money is safe. Link to comment Share on other sites More sharing options...
Szczypior Posted January 26, 2017 Share Posted January 26, 2017 Hello @JeppeLI was reading Unibet community and I found this topic. I have a similar problem with my withdrawal. Could you please take a look at my account and help me to get my money back. Thank you very much in advance.By the way my login is lolol999I am looking forward to hearing from you. Link to comment Share on other sites More sharing options...
BonusPater Posted January 26, 2017 Share Posted January 26, 2017 @Szczypior, welcome to the community! :)I've had a look at your account, and there's unfortunately nothing we can do, before we've received the requested document. As soon as we have the document, your account will be verified, and you can make the withdrawal again :) Link to comment Share on other sites More sharing options...
Szczypior Posted April 27, 2017 Share Posted April 27, 2017 Hello @testuser1Sorry for long pause - I was abroad. I have just uploaded print screen of my Neteller account so I hope you have all now. I am waiting for the verification. All the best Link to comment Share on other sites More sharing options...
Szczypior Posted April 27, 2017 Share Posted April 27, 2017 and by the way if you dont want to send my money back via Neteller anymore I can provide you my bank account. Link to comment Share on other sites More sharing options...
BonusPater Posted April 27, 2017 Share Posted April 27, 2017 @Szczypior I had a quick look at your account, and I can see we also need a picture of you holding your ID up next to your face :( I believe my colleague Dominika sent you an email about this last year. Link to comment Share on other sites More sharing options...
Szczypior Posted April 28, 2017 Share Posted April 28, 2017 @testuser1 Hi, I am not happy to provide you my face next to my ID. First of all it is kind of humiliating second I have read you terms and condtionts and you have no right to ask such a strange form of verification. I am happy to provide you my driving license except from my ID card that I sent you alredy. If you dont like scans I can take a clear photo of my documents. What is more you can send me my funds to my bank account insread of skrill/neteller.I am sure the such a big and well reputated company like Unibet will act fair and we can find a solution in this case. Best regards, Link to comment Share on other sites More sharing options...
BonusPater Posted April 28, 2017 Share Posted April 28, 2017 I'm sorry, but there's nothing I can do, before we receive the document that the Player Safety department has requested :( I'm not sure what T&C you've read, but it's clearly mentioned that we can request documents from our customers. I can assure you that the document will be handled in a professional way and only a few employees will see the photo. Link to comment Share on other sites More sharing options...
Livertool Posted April 28, 2017 Share Posted April 28, 2017 @Stubbe-Unibet wrote: @Szczypior I had a quick look at your account, and I can see we also need a picture of you holding your ID up next to your face :( I believe my colleague Dominika sent you an email about this last year.WTF? Mug shot :DWhat is up next, fingerprints, dental records :D Link to comment Share on other sites More sharing options...
BonusPater Posted April 28, 2017 Share Posted April 28, 2017 For certain types of cases (a minority) it's a fairly common request in our industry :) Link to comment Share on other sites More sharing options...
Livertool Posted April 28, 2017 Share Posted April 28, 2017 First that i have heard :) You live and learn... Link to comment Share on other sites More sharing options...
lawyer Posted May 10, 2017 Share Posted May 10, 2017 Hello, @testuser1 @SzczypiorI have read you discussion and I dont understand why @Szczypior has to send his ID next to his face... As I understand correctly he has already sent his ID, his proof of address and print screen of his neteller account - what is more he accepts receiving money via bank account - so why do you demand the photo of his ID next to his face? First of all it is humiliating and I will never do it, second I have read you terms and condionts and it is clear that you can demand documents not photo of somebody holding something... If you follow your logic next step may be sending naked photo or other bizzare stuff. Best regardsLawyer Link to comment Share on other sites More sharing options...
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