Unibet KYC problems because I've changed countries


Newbie member
Jun 6, 2023
My name is Brenda and I am from Mexico but I have lived in the UK on tourist visa for the last 6 months.

I have an account with unibet and I verified my account fully, with address proof (utility bill sent in the post) and my Mexican passport in April.

I didn’t use the account until last week and this week, as I was waiting to be paid.

I used my own debit card with an online bank to deposit.

In total I deposited £500, and I had a balance on my account of £1000 when I encountered problems.

I requested to withdraw my balance, however they then asked me to provide another proof of address document which had been sent in the post, a bank statement, and finally a picture of front and back of my cards.

I explained to them my flight back to Mexico was in one day and I can’t get these documents. I explained my account was fully verified with the proof of address and ID before I deposited the money as I wanted to make sure there was no problems.

Anyway, I got my card pictures verified, and accepted. I then sent a utility bill (water) that was sent in the post and they rejected it (it’s the only utility bill I have) and I cannot get anymore as I closed the account as I have now left, and finally, I sent them my online bank statement.

Unibet then proceeded to freeze my account and then withdraw me £500, to my bank, which I recieved. They said once the documents have been accept they will release the other £500.

My issue is, they have rejected the only possible document I could send, I have now left the UK for good and I cannot get any more documents. I was fully verified and I read on the internet they are not allowed to request more documents just because I withdraw.

I just want my money at this point, I am a legit player I did nothing wrong and I was verified when I began to play and now they won’t give me my £500 winnings for no reason. I’ve sent what they asked for and I have asked my account be closed as I have now left the UK but just to send my money.

I checked via live chat before I deposited that my account was fully verified so I would have no problems and that was confirmed so I don’t understand this issue. They are asking me now for impossible things.
Last edited by a moderator:
Unibet is reviewed at Casinomeister. It is an CM Accredited, vetted, and highly recommend casino listed at our site.

I see you've posted here minutes after submitting a PAB to us on the same subject. This is a violation of the Player Arbitration Policies and Procedures which you should have read and complied with. Assuming that you actually want to proceed with the PAB I expect that you will respect the PAB Rules henceforth and not post here until our work on your issue is done. Any further posting here by you on this subject will cancel your PAB immediately and without further notice.

Max Drayman
Player Arbitration (PAB) Manager, Casinomeister.com

Users who are viewing this thread

Meister Ratings