Unibet Casino IT - Играчът не може да завърши проверката в казиното.

hi my name is matilde i played on unibet at the beginning of the month with the welcome bonus and my deposit i won at the slots and then i bet on the world cup and i won 2550 euros, i try to withdraw i find my account suspended the sports section is inaccessible the slots section the collection was not available which in the meantime I had requested pending and an endless request for documents, I sent everything including proof of residence, I first sent the vodafone bill that I had in the envelope for proof of residence but it is was rejected because in February I spoke in chat afterwards and sent Tim's bill which I can also send to you from today's casino guru, I was refused again but this time without a reason, i.e. the first bill was refused due to the date this instead they keep telling me they want a third bill but I don't have it so I don't know how to do it and please help me

I have attached Tim's bill below. Tell me how can you not accept such a document, this is a clear attempt not to pay me and an abuse of power. HELP ME

salve mi chiamo matilde ho giocato su unibet a inizio mese con il bonus benvenuto e il mio deposito ho vinto alle slot e poi ho scommesso sui mondiali e ho vinto 2550 euro, provo a prelevare mi ritrovo il conto sospeso la sezione sport inaccessibile la sezione slot non disponibile il prelievo che nel mentre avevo richiesto in sospeso e una richiesta infinita di documenti, ho inviato tutto tra cui la prova di residenza , ho inviato per la prova di residenza in primo luogo la bolletta di vodafone che avevo nella busta delle lettere ma è stata rifiutata perche di febbraio successivamente ho parlato in chat e ho inviato la bolletta di tim che posso anche inviare a voi di casino guru del mese odierno, mi è stata nuovamente rifiutata ma questa volta senza una motivazione cioe la prima bolletta me l'hanno rifiutata per via della data questa invece si ostinano a dirmi che vogliono una terza bolletta che pero io non ho quindi non so come fare e vi prego di aiutarmi

vi ho allegato la bolletta di tim qua sotto ditemi voi come si fa a non accettare un documento del genere, questo è un palese tentativo di non pagarmi e un abuso di potere AIUTATEMI

Dear matide,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

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.

Every casino has different standards of documents they accept. Did the casino give you any instructions on the format the casino accepts the document? Please note, while the document is legible to me, the issues might include that the document is also partially covered with a magnet, part of it is obscured due to the bad angle of the light, and only one page of 2 is shown.

I found on the casino website a little guide (in English) that might be of help:

https://unibet-en.helpsite.cloud/content/why-was-my-document-rejected

Please understand that we don’t have the insight necessary to deal with sports betting issues and I can’t be of more help with your issue of why your sports betting section was made inaccessible. Thanks for your understanding.

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

Best regards,

Tomas

hi, it's still not clear to me what's wrong with the bill sent as proof of my residence

salve continua a non essermi chiaro cosa non vada bene nella bolletta inviata come prova della mia residenza

Thanks for your reply, matide.

Have you attempted to submit a new proof of address document since your last message? What was the result?

Try scanning the document using a scanner so the document is unobstructed and flat.

I'll look forward to your reply.

Tomas

I resent the photo of that bill again (I remember that this bill in question is the second one I supplied because I uploaded another one from Vodafone some time ago and that one too was not approved on time) nothing they keep telling me they want a third bill different from the first and second and I don't have another bill at least in my name with my residence

ho reinviato di nuovo la foto di quella bolletta ( ricordo che questa bolletta in questione è la seconda da me fornita perche ne ho caricata tempo addietro un altra di vodafone e puntualmente anche quella non è stata approvata) nulla continuano a dirmi che vogliono una terza bolletta diversa dalla prima e dalla seconda e io non ho un altra bolletta perlomeno intestata a me con la mia residenza

I kindly ask casinoguru to consider that after sending two bills proving my residence to ask why I am asked for a third one without giving reasons why the first two are not good

chiedo gentilmente a casinoguru di cosiderare che dopo l'invio di due bollette che provano la mia residenza di chiedere come mai me ne viene richiesta una terza senza motivare come mai le prime due non vanno bene

Thanks matide,

While I cannot say with 100% certainty why your proof of residence document wasn't accepted, I pointed out a few potential problems with the document you submitted to us. Please note casinos sometimes might not give a specific reason as to why certain documents are rejected.

Could you please advise if you've made a new photo of the same document, or did you send the same photo of the same document, please? Please let us know about the result of the verification as you'll have some news.

I'll look forward to your reply.

I sent another photo of the bill and I received the same answer they still don't accept my documents so as not to pay me without giving reasons for their refusal

ho inviato un altra foto della bolletta e ho ricevuto la stessa risposta continuano a non accettare i miei documenti per non pagarmi senza fornire motivazioni al loro rifiuto

Thanks for the update, matide.

Before we contact the casino, would you be able to forward to us any communication between you and the casino regarding the verification issue? Please forward it to tomas@casino.guru

OK, I'll send you my documents and their response

va bene vi mando li i miei documenti e la loro risposta

Thanks for your email, matide.

I sent you a reply. Please let me know if that helps and about the result of your verification. Much appreciated!

actually I also sent them another bill where you can see all the data very well and then they are telling me that they want other documents not that this bill is not good (the second one I send them)

in realta gli ho inviato anche un altra bolletta dove si vedono benissimo tutti i dati e poi loro mi stanno dicendo che vogliono altri documenti non che questa bolletta non vada bene (la seconda che gli invio)

Dear matide,

Have you resubmitted documents for verification since my last message? Have you received any response from the casino regarding your verification? Let me know about any news.

I was completely ignored once again by sending all the documents even with different shots, they refuse to approve my documents without explanation, I don't see at this point how you can help me if I send further documents which I don't have at the moment

sono stata completamente ignorata un altra volta reinviando tutti i documenti anche con inquadrature diverse, si rifiutano di approvarmi i documenti senza spiegazioni, non vedo a questo punto in che modo possa aiutarmi se inviassi ulteriori documenti che tralaltro al momento non ho

Thank you very much, matide, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

Dear matide,

I am so sorry to hear your account has not yet been verified. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a representative to join this conversation and participate in the resolution of this complaint.

Dear Unibet Casino IT,

Could you please state why the player's withdrawal account has not yet been verified?

Thank you in advance for providing the information.

Kind regards,

Stefan

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.

Dear matide,

I have tried to contact the casino but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. 

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 could 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. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Stefan