Unibet verification takes too long

[LadyJelena]

@LadyJelena did the rep reply at all?. It's too late in this case but a non responsive rep is not helpful when people trying to get things resolved.

I didn't get any reply to my email sent

 

[hhhelllo]

I made a deposit 2 days ago via etransfers. Nothing was credited in my account. Even gigadat contacted them. They even sent me a damn email the day after to introduce me to this great deposit method. Too bad they cant handle it. Lets make some bets. At least another week? So bad again... sorry unibet rep. Your chat agents are trained to be useless.

 

[colinsunderland]

maybe @Mark_32Red could give the rep a nudge?

 

[hhhelllo]

Maybe the rep can help the support that tells me they told my interac deposit.... 48 hours have passed and I am getting told stupid excuses and reasons why its all good to fail at customer service and being totally fine with it. Even fkn Gigadat wrote to them... but hey... I am told I am a priority

 

[Mark_32Red (retired acct)]

Hi All,

I’ll see if I can help.

Regards
Mark

 

[Borgie]

I didn't get any reply to my email sent

I'm still totally confused as to what happens if a rep no longer engages with CM.

Is it flagged on their review? It's a risk to the player as if issues arise nobody on forum to help at all. Its fine if you know that up front and in most cases wouldn't stop you playing there but very frustrating if you assumed there would be a rep here to help if problems arise only to find that nobody from that casino reads here.

 

[hhhelllo]

3 days now for a missing 60$ interac deposit
They make millions in profit but wont give back 60$ when they loose a deposit themselves

 

[goatwack]

That's been a long-standing problem with rep activity on CM.....

You'll have ones that go above and beyond what is expected of them, and others that just coat-tail along as reps in name only.

The good ones have set the bar so high that others simply think "why bother", and yet they are all given equal status.

Yes it's a demanding bunch on CM but you can't have some reps picking up the slack for M.I.A specialists halfway on their Christmas Hols!

Being a rep is a thankless task I'm sure but they need to be held accountable to some degree - and that includes an overhaul of certain accredited casinos, that slapping a random score onto doesn't give them permanent immunity....

Accreditation should mean a standard to adhere to at all times, not P/T with extended breaks. No point treating them as an endangered species when some treat the role with apathy. Nothing a complete temporary accredited score-removal wouldn't remedy, until they see the light

 

[hhhelllo]

What am I suppose to do here for 60$ lost by them? Thursday they had proofs of my deposit and gigadat even sent them an email to explain that ita their turn to do their Part : credit 60$ in my unibet account.

4 days, no email,no shit given.. just clueless support and a big bookie that cant serve his customers properly

oh yeah..: they sent me another email to tell me the good news...interac e transfers deposits now available at unibet

 

[thawild]

Hi guys!

I had a huge jackpothit of 60.000€ in October.
The account was verified before and I had serval withdrawals since then.
After the jackpothit they asked me for "further documents" to proof my residence (again).
I provided a bankstatement, a phonebill, a letter of the finance authority, a proof of residence from the austrian deparment.
I always got the same standardised email back. "Please provide further documents"
I've been serval times to the live-support but they could not help me in any way and I'm getting kinda desperate...

I hope somebody can help me here in any way!
Appreciate it and thanks in advance!

 

[colinsunderland]

@Unibet Rep @Mark_32Red

 

[hhhelllo]

Hi guys!

I had a huge jackpothit of 60.000€ in October.
The account was verified before and I had serval withdrawals since then.
After the jackpothit they asked me for "further documents" to proof my residence (again).
I provided a bankstatement, a phonebill, a letter of the finance authority, a proof of residence from the austrian deparment.
I always got the same standardised email back. "Please provide further documents"
I've been serval times to the live-support but they could not help me in any way and I'm getting kinda desperate...

I hope somebody can help me here in any way!
Appreciate it and thanks in advance!

October! My god thats abusive.
Unless your doc are not absolute perfect quality?
A jackpot from which provider?

 

[thawild]

yea
It was the slot "Mega Joker" from Netent

 

[colinsunderland]

If you have had withdrawals since then, then why haven't they paid the jackpot win? It can't be that they are waiting for verification documents or they wouldn't have paid you. Would be interested to see the reasons behind this one.

 

[thawild]

Sorry, maybe my wording was confuse.
Since the first verification, which was months before the jackpotwin I had withdrawals and everything worked fine.

 

[EkJR]

It's hard to keep track of all the changes but isn't it the case that UK casinos have to offer a withdrawal and pay if you have deposited and played without verification? Can they withhold until docs are received?

There are two parts to this.

They cant withhold a withdrawal if they havent received the docs required to verify the player as this has to be done before they allow the player to play in the first place and if they dont need AML(they will have a deposit threshold governing that, usually about 2k but some are much higher).

They can withhold a withdrawal if the need it for AML, I.e deposited over the threshold which has been listed in their T&Cs. They also should allow a player to withdraw and lock but not approve the withdrawal until docs received for SOW etc.

 

[EkJR]

The problem is that i cant even make a withdrawal... when i click on withdrawal it says its not possible...

That seems completely wrong. Bizarre. Even if they were chasing for SOW or additional financial info they should still allow the withdrawal but just not approve it.

 

[colinsunderland]

So no withdrawals since the jackpot?

I would go onto live chat and ask them to manually process the withdrawal as you don't want to be tempted to spend it, and explain you want to put a lock on it.

Maybe @Unibet Rep can explain how not allowing someone to lock (or withdraw in this case) money in their account, in any way meets RG rules?

 

[Unibet Rep]

@thawild Sincere apologies as I did not see a reach out on PM regarding this thread whatsoever. Could you kindly PM your e-mail so I can have a look for you? Will get on this right away

 

[colinsunderland]

@thawild Sincere apologies as I did not see a reach out on PM regarding this thread whatsoever. Could you kindly PM your e-mail so I can have a look for you? Will get on this right away

Thanks for responding to him so quickly. Is it true players can't withdraw while you are awaiting documents? Therefore can't lock it or use RG tools?

 

[Unibet Rep]

@colinsunderland

Unverified accounts are indeed unable to withdraw funds as we need document verification for processing these.

However the RG tools are available at all times to our players, these are never blocked for usage.

I am listing the tools we have available for blocking account / gameplay:

Self-exclusion: 6 months up to 5 years (Account will be closed for the chosen period and contact is necessary for re-opening)

Take a break: 24 hours - 6 weeks (Account will be closed for the chosen period and account will be active once chosen period ends)

Product blocking for all products or selected products (Casino, Sports, Bingo, Poker, etc) for a period going from 24 hours up to 6 months. (Product(s) will be inaccessible for the chosen period)

 

[colinsunderland]

@colinsunderland

Unverified accounts are indeed unable to withdraw funds as we need document verification for processing these.

However the RG tools are available at all times to our players, these are never blocked for usage.

I am listing the tools we have available for blocking account / gameplay:

Self-exclusion: 6 months up to 5 years (Account will be closed for the chosen period and contact is necessary for re-opening)

Take a break: 24 hours - 6 weeks (Account will be closed for the chosen period and account will be active once chosen period ends)

Product blocking for all products or selected products (Casino, Sports, Bingo, Poker, etc) for a period going from 24 hours up to 6 months. (Product(s) will be inaccessible for the chosen period)

Thanks, but I would suggest no one, with a 60k balance would self exclude or take a break before it was withdrawn. as they would be too scared in case it got confiscated for RG issues.

Do your statements apply to UK customers too, as, as far as I'm aware, you can't hold funds to ransom while awaiting verification documents?

 

[EkJR]

@colinsunderland

Unverified accounts are indeed unable to withdraw funds as we need document verification for processing these.

However the RG tools are available at all times to our players, these are never blocked for usage.

I am listing the tools we have available for blocking account / gameplay:

Self-exclusion: 6 months up to 5 years (Account will be closed for the chosen period and contact is necessary for re-opening)

Take a break: 24 hours - 6 weeks (Account will be closed for the chosen period and account will be active once chosen period ends)

Product blocking for all products or selected products (Casino, Sports, Bingo, Poker, etc) for a period going from 24 hours up to 6 months. (Product(s) will be inaccessible for the chosen period)

I take it this restriction doesn't apply in the UK then given the verification has to happen prior to allowing the player to gamble?

 

[Unibet Rep]

@colinsunderland

I had a talk with our department responsible for the verification checks (specifically UK as per your question).

For UK players the compliance verification (also called e-verification) is required before allowing players to gamble, other documents as per our Terms and Conditions can be requested at any time.

Aside from that our players have access to a variety of RG tools to prevent them from playing.

Unibet does not 'force' players in any way to deplete their funds and our verification checks are a regulatory and legal requirement.

 

[colinsunderland]

@colinsunderland

I had a talk with our department responsible for the verification checks (specifically UK as per your question).

For UK players the compliance verification (also called e-verification) is required before allowing players to gamble, other documents as per our Terms and Conditions can be requested at any time.

Aside from that our players have access to a variety of RG tools to prevent them from playing.

Unibet does not 'force' players in any way to deplete their funds and our verification checks are a regulatory and legal requirement.

thank you very much for replying