Cdp_uk

Update on my case: UniBet customer service contacted me again saying that the verification team had been in contacted and asked for the exact same documents I had already sent them previously. 

Once again no further forward with verification, however I did speak to a lovely lady from customer service and went through the exact transactions to UniBet from my accounts to her (in the documents already provided by myself that UniBet has but requested again) and she was kind enough to say she would point out to the verification team that they already have these documents, again. 

This is now the third time I have been asked to supply documents that have already been sent to UniBet and I have now been waiting 1 month and 19 days for the issue to be resolved. 

@Jami-Unibetany luck? 

@Leonitahi there, just wondering how long it too for your account to get verified? Unfortunately I’m still waiting and now it’s the weekend I doubt anything going to be done about it until next week at the earliest 😅

@Jami-Unibetstill nothing? 😪

@Jami-Unibetany news on my case please? 

11 minutes ago, Jami-Unibet said:

I agree with all of it. Some reasons for non-transparency are obvious as we can't really put it all out there due to bunch of things, security and GDPR to name a few. 

I wish I could give you one, and if I was handling the case I could atleast estimate but when it's on another team I really can't promise anything for them. The aim is of course to have all the cases sorted as fast as possible, but as you mentioned there are thousands of cases handled daily. 

 

Exactly this, the amount of cases handled on a daily basis is mind boggling and the few (even though it seems like many as you only see complaints) that reach the Community are an exception. 

I’ll continue to sit tight for a response and probably keep pestering you every few days for an update but this is all I can really do unfortunately 😅

As I say, I do appreciate the help you have given. 

5 minutes ago, Jami-Unibet said:

I appreciate the understanding and assure you that I'm doing everything I can to make the process smoother and get it done faster.

Of course I can’t fault yourself or customer service, I just feel that the process is lacking transparency and obviously with it being such an extensive period of time it would help to have an answer as to a timeframe. 
 

I understand my case and many others seems to be the exception with UniBet verifying many accounts per day, as I’ve mentioned before it’s just extremely stressful to have the funds on hold with my account being on hold also. 

1 minute ago, Jami-Unibet said:

We'll get it sorted, hoping rather sooner than later. 

I do appreciate it a lot, just had another 20mins call with a gentleman from UniBet customer service who was really nice but unfortunately he’s powerless to do anything as well. 

16 minutes ago, Jami-Unibet said:

Not that I can see @Cdp_uk, I'll poke for one again.

Thank you, feel like it’s never ended. 

Hi @Jami-Unibettake if theirs still no update on my situation? 😪

5 hours ago, Jami-Unibet said:

Unfortunately not @Cdp_uk, the latest is that they will contact you once they have an update. :S 

Thanks… it seems like there’s nothing anyone can do and I could be at this rate waiting indefinitely for this to be resolved. 

I have tried to complain quoting UKGC guidelines and they backhanded this back at me. 

I have tried to ask on the forms for help and although you have tried you have got absolutely no where. 

I have constituently emailed, called and phoned and am always told the same thing to be ‘patient’. 

After a month and a half of waiting I would say I have been more than patient with the process, yet still get nowhere.

It’s a real shame about the lack of transparency offered when it concerns my account and funds having been on hold for an extensive period of time. I have played on many websites and never in my life faced this kind of issue with the time it takes to get accounts verified. 

@Jami-Unibetany update on my account verification please? 

Got a reply to my formal complaint, basically no further forward.

How can this be done in direct breach of the UKGC? 
 

Why are different customers receiving different treatment and having their funds withdrawn when they request the same thing? 

I was told this: 

Just now, Jami-Unibet said:

I have not checked yet but I doubt there would be an update during the weekend. I'll check shortly. 🙂

Thank you, formal complaint sent and I’ll await a response for the relevant team via email. 

15 minutes ago, Jami-Unibet said:

This is not something I can do, please send that via email or chat to our Customer Support. I'm fairly certain this will not happen before the verification case has been completed but you are of course welcome to send the message.

I take it there’s no update on my verification then? 
 

Currently been waiting 1 month and 11 days for the matter to be resolved. 
 

I just had a conversation with customer support… again and they just told me to email. Always sent in roundabouts with no solution. 

10 hours ago, Fed_Up said:

Unibet replied that I would be able to withdraw once verification was completed.  I raised a complaint, reminding Unibet that the UKGC has issued very clear guidance that online casinos must not delay the processing of customer withdrawals due to verification documents having been requested, if the casino could reasonably have requested those documents at an earlier time.  Unibet returned my money to the bank accounts from which I had made deposits the following day, even though I was still unable to log in and request the withdrawal from within my Unibet account myself; the complaint was enough to get them to action the withdrawal.   Even though my account is still pretty much locked out, pending their review of the documents, at least I have my money, and can choose to take it somewhere .

In other words, if you have a credit balance then Unibet cannot refuse to pay you out, just by using the verification process as an excuse. They could - and should - request all of these documents up front.  They know this, of course, and yet there are hundreds of postings here and elsewhere online complaining that the same thing has happened to them.  It does not seem that fairness towards their customers is one of their highest priorities, does it?

 

@Jami-Unibet I would like to request my funds are sent to my Payment method please. As stated above ‘the UKGC has issued very clear guidance that online casinos must not delay the processing of customer withdrawals due to verification documents having been requested’ 

I have been waiting well over a month and just want my funds to be released there is no reason UniBet should be holding these in accordance with these guidelines. Thank you @Fed_Upfor the information. 
 

I’m current passed a month of waiting… initial verification started on the 3rd of April, my accounts been frozen and my funds have been put on hold with no way to withdraw. I keep being told to be patient but I’ve been over a month of waiting and I have been extremely patient.
 

I email every week for an update and am told the same thing.. no timeframe can be given and to remain patient? 
 

I know Jami is looking into it for me but it seems a lot of people are having the same issue and Jami is trying to help everyone. I have no idea how long I’ll be waiting but I’ll keep you updated, I know how stressful the situation is after over a month of waiting and being told the same thing over and over again. 

13 hours ago, Jami-Unibet said:

Pushing for an update again. 

Thank you 🙏 

9 hours ago, benjamin_172 said:

You should try to relax, because they do always sort these things out eventually (for me it was quickest after I came to this forum actually), it sometimes does take a very long time but you do get the money

Thanks Benjamin for the reassurance. 

I am trying to stay calm and I did come to the forms looking for help and it looks like @Jami-Unibetis on the case for me so fingers crossed it’s resolved soon. 

Just now, Jami-Unibet said:

Hey @Cdp_uk and welcome to the Community! I'll see if there's something I can do. 🙂

Thank you very much, I appreciate you looking into this for me.

My account has currently been on hold with me unable to withdraw my £3,875 for over a month. 
 

The verification process was started on the 3rd of April and UniBet was quick to verify the initial documents. 
 

I was then asked to provide further documentation, I provided this and following this, I was then told it was not enough and asked to provide further documentation and I done so.

Since providing everything that was asked for and continuously asking what’s going on with little to no help, so feel like I’m getting absolutely no where. 
 

After initially being told five days, then two weeks for the process to be completed I have now been waiting over a month and when I ask for updates they just tell me no timeframe can be given. 
 

It’s causing great stress with that money being on hold with no way to withdraw it. 
 

All I want to do is be able to withdraw my funds, I have been very patient and respectful and provided all documents within a day of Uni Bet asking for them. 
 

I have asked for the case to be escalated but I still am getting no where, I have spoken to live chat and also phoned multiple times and nothing seems to help. 

I have also been waiting since the 3rd of April on my account being verified and they have kept my funds and account on.

I’m on the verge of starting a legal case against them if it’s not resolved. It’s causing unbelievable stress and they told me my account would be verified with two weeks also, clearly not true.