Documents verification

[Janek]

Hello ,
Since last wednesday (7 days already) i'm waiting for my documents to be verified, how much longer i have to wait?  

Thank you in advance for your help.

 

[Livertool]

Could be long time according to this :D

https://www.unibetcommunity.com/t5/Help-Support/After-two-months-we-are-still-at-the-beginning/td-p/44477

Seems to be little slow with the verify apartment :D

[Livertool]

And @JeppeL why is it not possible to send these documents before you ask for them, it would be nice if you win something big that you could withdraw the money without weeks of waiting.

[JeppeL]

@Livertool You can, any documents you wish to send can be done so to documents@unibetsupport.com.

Just be sure to send them from the email address registered on your Unibet account, or else we won't know which account to connect the documents :)

[Livertool]

That is good, maybe you could also add the option to the profile and the list of documents you must send? I guess copy of passport and utility bill or something like that from last three months?

[Livertool]

Since few people have complained about this, i decided to take a little test and send scan of passport and electric bill to 5 bet/poker providers to see are they complaining about nothing or what. I guess not because 3 of the companies verfied my account in 24 hours, largest poker site in the world in 5 days (even if they replied to my request rightaway that it could take a while because they are busy) and have not heard anything from unibet yet. Not even confirmation that they are checking my documents. So there is big chance for improvement for unibet to make. 

 

[BonusPater]

@Livertool, thanks a lot for the info, very useful with some benchmarking. When you send documents and we don't need them, we'll just archive them/save them for when we might need them in the future. I believe this is simply to save the extra time that it takes to approve documents which we might never need. From a customer pov it doesn't make a huge difference, but I personally think we could handle the documents when we receive them. I've asked the head of our player safety department what he thinks about the current process and if he thinks it's worth changing it.

I've also requested some numbers on average document approval time for the last 60 days, split by case type. Instead of us guessing or trying to figure out how long time it takes in individual cases, we will have the actual numbers. Will add them to this post, when I get the report :)

[Livertool]

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@Stubbe-Unibet wrote:

@Livertool, thanks a lot for the info, very useful with some benchmarking. When you send documents and we don't need them, we'll just archive them/save them for when we might need them in the future. I believe this is simply to save the extra time that it takes to approve documents which we might never need. From a customer pov it doesn't make a huge difference, but I personally think we could handle the documents when we receive them. I've asked the head of our player safety department what he thinks about the current process and if he thinks it's worth changing it.

I've also requested some numbers on average document approval time for the last 60 days, split by case type. Instead of us guessing or trying to figure out how long time it takes in individual cases, we will have the actual numbers. Will add them to this post, when I get the report :)

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@Stubbe-Unibet wrote:

@Livertool, thanks a lot for the info, very useful with some benchmarking. When you send documents and we don't need them, we'll just archive them/save them for when we might need them in the future. I believe this is simply to save the extra time that it takes to approve documents which we might never need. From a customer pov it doesn't make a huge difference, but I personally think we could handle the documents when we receive them. I've asked the head of our player safety department what he thinks about the current process and if he thinks it's worth changing it.

I've also requested some numbers on average document approval time for the last 60 days, split by case type. Instead of us guessing or trying to figure out how long time it takes in individual cases, we will have the actual numbers. Will add them to this post, when I get the report :)

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Good you say atleast that you will improve your actions, but i am not totally convinced because utility bill must be from last 3 moths so it is very unlikely that you accept that if you dont verify now. And i am not here to complain. just to improve...

[Janek]

14 days alredy and I'm still waiting for verification. I've alredy been in touch with support to make sure i did send everything they asked me to send. And the response is  there is nothing they can do (chat support)to speed up the process :teardrop:.  

I've been thru verification process on PS, FTP, 888 and they all did that in less than 48 hours. 

[Janek]

FINALLY!!! Thank you:happy:👍

[JeppeL]

@Janek I'm sorry about the long handling time and happy that we had it resolved for you now. There are two reasons for why it was prolonged:

1. We just talked to a team leader from the Player Safety department, he let us know they're going through some restructuring within their department. Because of this, handling times for some markets are longer than ususal.
2. The documents we requested from you was uploaded by you on the 22nd of March, then on the 31st you uploaded another that wasn't needed. All cases are handled in que, so when a case is updated it automatically goes to the back of the line and the document upload on the 31st did that to you.

/Jeppe 

[Janek]

@JeppeL on March 31 st i uploaded  another one because chat support suggested to go the extra mile. 

Thank you very much for your help.

 

[JeppeL]

Thanks a lot for letting me know about that, it's a big help to prevent the same happening in the future!