Nahimas97

Thank you for your speedy response Jami, unfortunately I can't say the same about the verification which is the important matter at hand. 

15 days still not verified and counting. 

11/01/2022:

Account frozen and asked for 3 documents to verify

ID document, selfie with ID, proof of address

13/01/2022:

Extra document requested

Photos of card used to deposit

18/01/2022:

Told one document was incorrect so need to provide again accordingly 

Proof of address

19/01/2022

Uploaded document accordingly

New proof of address

25/01/2022

Requested more documents

Proof of address next to face

26/02/2022

Still waiting. 

So here's what happened before the problems started. I signed up to unibet as they have an attractive welcome offer which offers covers your first loss up £40 and provides a £10 casino bonus which is fine for everyone to sign up and deposit money into the account. I did lose my first bet for which unibet provided my bonus and there were no issues at all, which I turned into a good win. 

On the 10th of January 2022, I requested a withdrawal of my winnings but the following day, I got an email stating that my account has been frozen and I need to go through the verification process in order for them to process my withdrawal. In order to complete these checks I must provide them with proof of ID, proof of ID held next to my face, and proof of address sent by post. I had provided them on the day. 

The page states that it usually takes less than 48 hours but can take up to 5 working days during busy periods. On the 13th of January 2022, I got an email thinking this had been approved but no, it was for more documents, that being photos of the card used to pay in the deposit, and I questioned how long that would take and they tell me it would be up to 5 days from the point the document was received so that would be up until the 18th.

Had already taken this amount of time but there are no efforts to speed up this process despite them locking my account as they "have to process documents in the order they receive it". 

On the 18th I get some communication to tell me that my proof of address is incorrect and need to provide it in the proper manner, which is fine but should it have taken 5 days for them to tell me this? 

Okay so I sent what they have asked me correctly as soon as I could (19th January 2022) and only today (25th January 2022) I get response again saying that I now need to provide them proof of address next to my face. 

So far this has taken two weeks, I would expect this to drag on for much longer. Live chat has been less than useless through all of this. Why can you not state right from the beginning exactly everything that is required so it can all be sent in one go and verified accordingly rather than ask me through partway through the process that you need more information? Why is this being to delay my payment? You are bound by the UK gambling commission to process payment without delay, I'm no legal expert but it seems like you're bordering fine lines with this. 

I don't believe there is anything I can provide in order to prove my identity, unless you need my medical history? 

Can you tell me exactly what's going, how much longer this is going to take and what else needs to be provided as soon as you can. Not 5 days later you ask me for something else and another 5 days later you ask me for more. This is beyond ridiculous. 

If there is anyone that can help, please do so. 

This might not happen to everyone but it has happened to me and I can see reading through the forum that this is quite a common occurrence so for those looking, it might be best to avoid this company.