Unibet Casino SE - El retiro del jugador se retrasa debido a la verificación.

Hi, I made 3 withdrawals totaling 128218 kr then unibet requested verification documents. No problem, I submitted the documents they require since April 11. They say it takes 1-3 business days for verification but to this day nothing has been done and the money has not been paid out. I have contacted their customer service several times and requested confirmation of action but have not received anything, I have written to their customer service but nothing has been done. How do I proceed because my patience is running out and no one is doing anything about it, can you help?

MVH

Youssef ****

Hej, jag gjorde 3 uttag på totalt 128218 kr sen begärde unibet verifieringsdokument. Inga problem, jag skickade in dokumenten de kräver sen 11 april. De säger att det tar 1-3 arbetsdagar för verifiering men än idag är inget åtgärdat och pengarna betalas inte ut. Jag hör av mig till deras kundtjänst flera gånger och begär bekräftelse på åtgärd men får inget, jag skriver till deras kundtjänst men inget åtgärdas. Hur går jag tillväga för mitt tålamod är slut och ingen gör något åt saken, kan ni hjälpa till?

MVH

Yousef ****

Dear yousef1949,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Unibet Casino SE.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you made any successful withdrawals from the casino in the past?
• Have you accumulated your winnings with the help of a bonus?
• Is your account accessible to you? Can you log in?
• Is it possible for you to take a screenshot of the verification status of your account?
• Could you please list which documents you have already submitted for verification of your account?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hi, sent the documents to your email.

Hej, skickade dokumenten till ditt mail

Thanks for your reply and the information provided.

• Could you please confirm that the version of the documents you submitted to the casino for verification was unedited? (bank statement)
• Could you please share with me your attempts to resolve the issue with the casino support? Kindly submit recent interaction with support that is relevant to the issue.
• My email is tomas@casino.guru

I apologize for the inconvenience.

Hi, they wanted to see the transaction to Unibet and all other info could be hidden that was not relevant, so I followed their instructions...I covered up information that was not relevant, I did not correct any information...but showed what they wanted to see. They still requested "insight" (open banking) and I approved it a few days ago. I am not hiding anything :s

Now they want confirmation of the source of income so I requested my 3 most recent payments from the Pensions Agency which I will send in because they want to see them.

Have you had any contact with them? Or received any response?

Thank you

Yousef

Hej, de ville se transaktionen till Unibet och all annan info kunde döljas som inte var relevant, så jag följde deras instruktioner...jag täckte för information som inte var relevant, jag korrigerade ingen information...utan visade det de ville se. De begärde ändå "inblick" (open banking) och jag godkände det för några dagar sen. Jag döljer inget :s

nu vill de ha bekräftelse på inkomst källa så jag begärde mina 3 senaste utbetalningarna från Pensionsmyndigheten som jag ska skicka in för de vill se de.

Har du fått någon kontakt med de ? Eller fått någon respons?

Mvh

Yousef

Thanks for your reply.

• Were the newly submitted documents approved by the casino?
• Was one or more withdrawal requests successfully processed and paid out?

Please let me know about any recent developments.

Hi, no they have frozen my account, don't know why. I have emailed and asked and wonder what they are doing. You didn't answer my question, have you had any contact with them or any response, if so what?

Thank you

Yousef

Hej, nej de har fryst mitt konto, vet inte varför. Har mailat och frågat och undrar vad de håller på med. Du svarade inte på min fråga, har du fått någon kontakt med de eller någon respons , isånafall vad?

Mvh

Yousef

Thank you very much, yousef1949, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello yousef1949,

I'm Michal, and I have taken over this complaint. I have examined this case; however, this casino group is not cooperating with us in resolving disputes, which significantly restricts our capacity to provide any assistance.

Here’s how you can proceed:

16 Claims and Disputes: According to Unibet's terms, any claim must be made within six months of the transaction.

If you wish to lodge a complaint, you should contact Unibet Customer Support through the details on their "Get Help" page.

If the dispute remains unresolved, you can refer it to the Swedish General Complaints Board (ARN), which can be contacted at www.arn.se or Box 174, 101 23 Stockholm.

You can also use the EU's Online Dispute Resolution platform (ODR), available at ODR website.

Given this situation, we will now close the complaint as unresolved. I fully understand that this is not a resolution of your case, unfortunately, there is basically nothing we can do at this point.

If you have any updates in the future, please feel free to reach out to me at michal.k@casino.guru, and I’ll be happy to assist again if possible.

I wish I could be of more help.

Best regards,

Michal

Casino Guru