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Daniel Rank 5
Rank 5

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

 

  • Consulting My Account
  • Signing in
  • Signing up
  • Verifying Account
  • Withdrawing
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1 ACCEPTED SOLUTION

Accepted Solutions
Community Manager
Community Manager

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 Smile

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33 REPLIES
Magicadil Rank 25
Rank 25

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 debate
Should I smile like everything's good and pretend that life is great
Or should I let the world see the real me and not hide this pain
I tried to be like the rest of y'all, sorry I just can't
I'ma probably die this way
Reply
Domin Rank 2
Rank 2

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

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Daniel Rank 5
Rank 5
Daniel Rank 5
Rank 5

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. 

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Magicadil Rank 25
Rank 25

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 debate
Should I smile like everything's good and pretend that life is great
Or should I let the world see the real me and not hide this pain
I tried to be like the rest of y'all, sorry I just can't
I'ma probably die this way
Reply
tici Rank 8
Rank 8

+1

I 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!

0 Likes
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Community Manager
Community Manager

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 Smile

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:

  1. To make sure that Unibet act in accordance to the the rules and regulations of our gambling licenses.
  2. To prevent and stop attempts of fraud towards Unibet.
  3. To prevent and stop attempts of fraud towards registered Unibet customers,
  4. 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!

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Community Manager
Community Manager

tici wrote:

+1

I 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 Smile

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Daniel Rank 5
Rank 5

Hi @Jeppe-Unibet,

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, 

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