Unibet Casino SE - Spelaren lider av försenade uttag och dålig kommunikation.

Hello,

I requested my withdrawals on 18/7, 5 x 100,000 SEK.

After this, I received an email asking for additional information. This happened on 18/7. It was first mentioned that I could continue playing with the balance remaining in my account, but then my account was frozen for playing. Anyway, I did the right thing and set them up for payment.

Since then, communication has been slowed down. I've had to chase it down daily to get the same typical "auto reply".

"The relevant department hasn't picked up your case yet" we appreciate your patience"

I have asked several times for updates, timelines etc.

I get different answers each time, but the worst was when one of their customer service representatives said, We can keep asking questions until we are satisfied!

In other words, they can delay this as long as they want!

"We promise to get back to you as soon as we have an update" this was the reply I received, but there hasn't been a word or even an email from them!

Today when I logged into my account, I saw that they have cancelled my withdrawals and made another withdrawal. All without any information, no email, no contact!

At that point, I felt like enough is enough. They can't treat a player like this, especially under a Swedish license.

It worries me that here on Casinoguru, the first Swedish casino you recommend is UNIBET at the number 1 spot. I really hope you can help me!

I am attaching the necessary information. If more information is needed, I will gladly provide it!

Hej,

Begärde mina uttag 18/7 100.000sek x5.

Efter det fick jag mail om att jag behövde lämna in kompletteringar. Detta var 18/7. Först att jag kan fortsätta spela med saldot som finns på kontot, sedan frystes kontot för spel. Men jag gjorde det rätta och la dom på utbetalning.

Sedan dess har kommunikationen bromsats. Har fått jaga dagligen för att få samma vanliga "autosvar".

"relevant avdelning har inte tagit upp ditt ärende än" vi uppskattar ditt tålamod"

Har frågat flertal gånger om uppdatering, tidsram etc.

Får olika svar varje gång, men det värsta svaret var när en av deras kundtjänst säger, Vi kan ställa frågor tills vi känner oss nöjda!

Med andra ord, de kan dra ut på detta hur länge de vill!

"Vi lovar att höra av oss direkt när vi har någon uppdatering" Det fick jag till svars, men inte ett mail eller ord från deras sida!

Idag när jag loggade in på kontot såg jag att de har avbrutit mina uttag och gjort ett annat uttag. Utan någon som helst info, ingen mail ingen kontakt!

Då kände jag nu får det räcka, Såhär kan man inte behandla en spelare speciellt under svensk licens.

Det gör mig orolig att Här på Casinoguru så är det första svenska casinot ni rekommenderar är UNIBET nr 1. Jag hoppas verkligen ni kan hjälpa mig!

Bifogar! Behövs mer information ger jag er det gladligen!

Dear MadlenM,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Foremost, allow me to congratulate you on your great win. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi, As you can see in the attached documents, everything is in the chats!

I understand the KYC process and have also shown understanding to UNIBET on several occasions and said so in contact with them. But I haven't received any contact whatsoever, hunted for information, They don't get in touch at all. KYC in all its glory.

But since 7/18? The more I google around on this behavior the more it looks like a common execution for unibet's way of working. And this should be a Casino you have as No. 1.

Also want to add that I have made deposits of substantial sums, Which took less than 30 seconds to get into the account. Time and time again, When I manage to win, it takes at least 2 weeks to get them?

Hej, Som du kan se i de bifogade dokumenten så finns allt i chattarna!

Jag förstår processen om KYC och har även i flertalet gånger visat förståelse till UNIBET även sagt det i kontakt med dom. Men jag har inte fått någon som helst kontakt, jagat på information, De hör inte av sig överhuvudtaget. KYC i all ära.

Men sen 18/7? Ju mer jag googlar runt på detta beteende ju mer ser det ut som ett vanligt utförande för unibet's arbetssätt. Och detta ska vara ett Casino ni har som nr 1.

Vill även tillägga att jag har gjort insättningar på väsentliga summor, Vilket tog mindre än 30 sekunder att få in på kontot. Gång på gång, När jag lyckas att vinna så tar det minst 2 veckor att få dom?

Thank you very much, MadlenM, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, MadlenM!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the ARN – an alternative dispute resolution service (https://www.arn.se/om-arn/anmalan/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Swedish Gaming Authority itself (https://ec.europa.eu/consumers/odr/main/?event=main.home.selfTest). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (pavel.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,