Moni1960 Posted February 14, 2017 Share Posted February 14, 2017 Hello, i hope this Support here is better then the Livechat, who told me,that they can't help me and i have to wait.I started playing and made a deposit and because of that amount, they were asking me to verify my account, what is no problem for me. So i sent them my bank infos (screenshot), my ID and an invoice. After some days ,my invoice was rejected, because it was a pdf. Next invoice was from insurance, also rejected, So i sent a new one (phone) but then they also asked for ID holding near the face. I also sent this without delays. After some days and 2 big winning bets i got called from Patrick on the 9th and he said i passed all the verification and he will inform now the sec. department. I also requested a payout on the 9th. So since then nothing in my account happens, there is no update on my documents and when i ask the livechat support, they tell me only to wait. I wait now since around 13 days and no update on my documents or something else. Sure im aware because of the big winnings, they need to check, but i asked them also if there is anything i can do to speed this up and i always get the answer, that i have to wait.This is not ok in my opinion and i hope somebody here can help me, so solve this verification problem.Thanks Link to comment Share on other sites More sharing options...
BonusPater Posted February 14, 2017 Share Posted February 14, 2017 Welcome to the community, @Moni1960!I'm sorry it's taking longer than usual to complete the verification. I've escalated the case to increase the priority. There's not much else I can do at this stage, as the investigation is still ongoing. The last document was received a week ago, and cases like yours can unfortunately take up to 14 days. Link to comment Share on other sites More sharing options...
Moni1960 Posted February 14, 2017 Author Share Posted February 14, 2017 hi, thanks for getting back to me. This is all that i wanted to know! I mean, why is Justas from Livechat not telling me,it can take up to 14 days? It is a bit strange to hear always to wait and nothing happens, but if somebody would tell me, this needs around 14 days, well fine for me. So i will wait those 14 days and will mail here again once i have or haven't an update. Thank you Link to comment Share on other sites More sharing options...
Livertool Posted February 15, 2017 Share Posted February 15, 2017 13 days, that is a new for me. And in my opinion way too long. Why is it so hard to get the money, dont get it. Always they say because of the money laundry or something but come on, how many people does that if they do i bet they can figure out better ways than recyckling thru betting sites. That is why i usually nowdays bet on sites that i can recieve the money same day when i win it Link to comment Share on other sites More sharing options...
BonusPater Posted February 15, 2017 Share Posted February 15, 2017 @Moni1960 wrote:hi, thanks for getting back to me. This is all that i wanted to know! I mean, why is Justas from Livechat not telling me,it can take up to 14 days? It is a bit strange to hear always to wait and nothing happens, but if somebody would tell me, this needs around 14 days, well fine for me. So i will wait those 14 days and will mail here again once i have or haven't an update. Thank youI'm sorry the communication from CS hasn't been clear. I'll have a look at the communication and follow up accordingly :)@Livertool wrote:13 days, that is a new for me. And in my opinion way too long. Why is it so hard to get the money, dont get it. Always they say because of the money laundry or something but come on, how many people does that if they do i bet they can figure out better ways than recyckling thru betting sites. That is why i usually nowdays bet on sites that i can recieve the money same day when i win it You can also receive the money the same day on Unibet :)The number of persons is irrelevant, when we're talking AML, the regulations don't change because of this. Less than 5 % of our customers are dissatisfied with the withdrawal experience, and we're working hard on making the experience both faster and easier - the average withdrawal time has decreased significantly in the last year :) Link to comment Share on other sites More sharing options...
Livertool Posted February 15, 2017 Share Posted February 15, 2017 Ok. Dont know where you got the number of less than 5%, i guess there is big margin of who you ask. I never had bigger problems with withdrawings, i think 3 days have been max on any site. I have been gambling for long time and there for i must wonder for the up to 14 days especially as you say you are working hard to get withdrawals to be more quick and easy. You are going in the wrong way Link to comment Share on other sites More sharing options...
BonusPater Posted February 15, 2017 Share Posted February 15, 2017 @Livertool wrote:Ok. Dont know where you got the number of less than 5%, i guess there is big margin of who you ask. I never had bigger problems with withdrawings, i think 3 days have been max on any site. I have been gambling for long time and there for i must wonder for the up to 14 days especially as you say you are working hard to get withdrawals to be more quick and easy. You are going in the wrong way From more than 50k survey responses :)Some cases are too complex to resolve in a week, and this is not unique to Unibet. It's rare that it'll take more than a few hours to get the withdrawal approved, and in most cases where documents are needed, they'll be approved within 48 hours :) Link to comment Share on other sites More sharing options...
Livertool Posted February 15, 2017 Share Posted February 15, 2017 Ok. So atleast 2500 people are unhappy out 50k that you choose to send the enquiry to. To me it seems a lot. Just dont get it why is it so hard to withdraw money for some people as it is so easy to deposit, no questions asked. I dont know about any other countries but in Finland we have these bankcodes for internet banking wich identifies that you are really you so why you dont use that kind of identification for deposits and withdrawals? No more waiting and frustation Link to comment Share on other sites More sharing options...
BonusPater Posted February 15, 2017 Share Posted February 15, 2017 @Livertool wrote:Ok. So atleast 2500 people are unhappy out 50k that you choose to send the enquiry to. To me it seems a lot. Just dont get it why is it so hard to withdraw money for some people as it is so easy to deposit, no questions asked. I dont know about any other countries but in Finland we have these bankcodes for internet banking wich identifies that you are really you so why you dont use that kind of identification for deposits and withdrawals? No more waiting and frustation Not correct, it's less than 2500.5 % is indeed too much, but I wouldn't say it's a lot - some are unhappy when not receiving the money the same day they initiate the withdrawal :)In Denmark there's NemID, which is somewhat similar to bankcodes. It's a username and password and some unique codes that are only used once. Just because NemID is used for login to both Unibet and the bank, it doesn't mean you can't commit fraud? You can e.g. still deposit with another persons creditcard, stolen paysafe vouchers etc. There're countless ways to commit fraud, even though NemID/bankcodes is used. We do request documents upon deposits too, it's not only when making withdrawals. Would you rather that we asked you to send in everything when signing up, when there's a very small chance we'll never need any of it? :)Generally speaking it's not hard to withdraw money. Most customers never send in any documents, and as I wrote above, the documents are usually approved within 48 hours :) Link to comment Share on other sites More sharing options...
Livertool Posted February 15, 2017 Share Posted February 15, 2017 No you dont ask fot any documents in depositing. And i wish you would if it takes 14 days to withdraw. Then everybody could decide if they wanted to wait two weeks to money to arrive and never would have these problems again. Link to comment Share on other sites More sharing options...
BonusPater Posted February 15, 2017 Share Posted February 15, 2017 @Livertool wrote:No you dont ask fot any documents in depositing. And i wish you would if it takes 14 days to withdraw. Then everybody could decide if they wanted to wait two weeks to money to arrive and never would have these problems again. Alright, I'm sorry, didn't know you knew our procedures better than I ;)Just because you were not asked to send in documents upon depositing, it doesn't mean that we don't do it. Less than half an hour ago, I dealt with a case where the account was closed upon signup, and we needed documents before the person could deposit.It doesn't take 14 days to withdraw. On average it takes just a few hours for the withdrawals to be approved. In rare cases it can take 14 days or longer, and this is not unique to Unibet :) Link to comment Share on other sites More sharing options...
Livertool Posted February 15, 2017 Share Posted February 15, 2017 Just saying it is not smooth as you say it is. And i would prefer to you to ask all the information you need before you accept deposits. Would not that be fair that after that anuone could deposit and withdraw as they would like... I know that it would likely to be bad for business but then it would be fair atleast. It is like if i would go bank and deposit money and when i would like to withdraw them, they wouldnt let me before i have send them some documents. It is usually done before you can open account Link to comment Share on other sites More sharing options...
BonusPater Posted February 15, 2017 Share Posted February 15, 2017 @Livertool wrote:Just saying it is not smooth as you say it is. And i would prefer to you to ask all the information you need before you accept deposits. Would not that be fair that after that anuone could deposit and withdraw as they would like... I know that it would likely to be bad for business but then it would be fair atleast. It is like if i would go bank and deposit money and when i would like to withdraw them, they wouldnt let me before i have send them some documents. It is usually done before you can open account Most customers would like to play, when they sign up. I doubt the majority would like to send in documents before being able to play, when it's only a very small minority of customers that are ever asked to send in something. Why should people have to go through a lot of trouble for absolutely no reason?What you want us to do is simply impossible. How should we ask for pictures of a credit card the customer will get one year after signup, or a proof of address for a new address the customers doesn't live at yet? We only request documents when they're needed, and we can't see how the account will be used in the future = we would end up requesting documents we don't need, and we'd likely need to ask for new documents in the future anyway.As far as I can see, you've never been asked to send in documents, so I'm not sure how you can say it "isn't as smooth" as I say. Link to comment Share on other sites More sharing options...
Livertool Posted February 15, 2017 Share Posted February 15, 2017 1. Most costumers would like to get the withdrawals also without the fear in their ass is it going to come or not.2. I know few cases that costumers dont have permanent address so how do they get the money. They are free to deposit their money but paypackis biatcsh :D3. As i told before, have not had much problems with withdrawals, max 3 days in some sites. But cant i write about it? Because i know it pisses people off to waite and ask for the money...And last but not least, sorry for the arguing but like Gordon Ramsay would say: im not here to blowe smoke in your arse :D so i think i have right to write my opinion... Link to comment Share on other sites More sharing options...
BonusPater Posted February 15, 2017 Share Posted February 15, 2017 You're more than welcome to ask questions and argue, that's what the platform is for :)1. There's no reason to fear you won't get the withdrawal. We're a listed company that holds a license in several markets, and we can't just decide to keep the money without a reason :)2. Still possible to get the money, but it does complicate the process a bit.3. Of course you can, I just think you're making up a problem when there's none :) Link to comment Share on other sites More sharing options...
steppek77 Posted February 16, 2017 Share Posted February 16, 2017 @Moni1960 I am pretty sure that you will have your winnings very soon. And next time you do a withdrawal, you have the money within 24 hours.I have played regularly at Unibet since 2005 and have NEVER had any problems with the withdrawals. That`s why I stick to Unibet :)And btw: Congrats with your winnings! Link to comment Share on other sites More sharing options...
Moni1960 Posted February 21, 2017 Author Share Posted February 21, 2017 Still no update from Unibet. We have now over 20 days for approving 2 pictures for verification. 12 days from requesting the withdraw. Can anyone from Unibet please contact the sec. department and ask them, when this will be solved? Thanks Link to comment Share on other sites More sharing options...
JeppeL Posted February 21, 2017 Share Posted February 21, 2017 @Moni1960 Stubbe has already been in touch with the sec department for more information, and at this point there's not much more we can do but wait until their job is finished. Last document was received about two weeks ago and a case like this will ususally take about 14 days to conclude after that as it's more than just two pictures that needs to be verified - hopefully it'll be solved soon! Former Community Manager Link to comment Share on other sites More sharing options...
Moni1960 Posted February 21, 2017 Author Share Posted February 21, 2017 @JeppeLHello, Stubbe mailed a week ago,that the last document was received a week ago and now you mailing me, that the last document was received a week ago, which is not correct.Are we talking about 14 working days or 14 days incl. weekend? Thanks for your help, but this is really frustrating. 2-3 weeks for verification is not ok. Link to comment Share on other sites More sharing options...
JeppeL Posted February 21, 2017 Share Posted February 21, 2017 My apologies @Moni1960, I must've read it wrong and I've edited my post to say about two weeks instead of a week ago. It's usually around 14 days in total, but it's not set in stone as it's not just regular verification, which you also alluded to in your first post - that you understand things need to be checked out as it's a rather large amount in the witdrawal. Former Community Manager Link to comment Share on other sites More sharing options...
niti123 Posted February 23, 2017 Share Posted February 23, 2017 14 days for a verification Wtf Link to comment Share on other sites More sharing options...
Moni1960 Posted February 24, 2017 Author Share Posted February 24, 2017 @JeppeLSurely i understand that this is a big win and it needs to be checked. I only don't understand what takes now around 3 weeks to complete those checks. Can you please explain me in detail, why the sec. department takes 3 weeks for a verification or why i have to wait so long? Surely i can nothing do and wait, but if you can provide me / the community some details, why this takes so long, would surely not only help me only it would help other customers also with big winnings.Thank you Link to comment Share on other sites More sharing options...
Moni1960 Posted February 24, 2017 Author Share Posted February 24, 2017 @JeppeLI received an email before 1 min,that i have to check my account status and finaly my account has been verified 😃 So Jeppe can you please tell me, when the withdraw will be sent? Thanks Link to comment Share on other sites More sharing options...
JeppeL Posted February 24, 2017 Share Posted February 24, 2017 Edit: We're awaiting the final confirmation @Moni1960 and the withdrawal should be approved no later than Monday early evening :) Former Community Manager Link to comment Share on other sites More sharing options...
Moni1960 Posted February 24, 2017 Author Share Posted February 24, 2017 @JeppeLgot an email,that it has been sent. I will let you know,once it hit my account. Thanks Link to comment Share on other sites More sharing options...
Recommended Posts
Archived
This topic is now archived and is closed to further replies.