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English in United Kingdom

Unibet - confiscation

Ruling

Declined - This issue has already been submitted to the operator’s official ADR/received a ruling from another ADR.

Read our Unibet Casino Review.

Player's Complaint

Dear Sir / Madam,

I am writing to you to raise an issue about Gambling

The issue that I have experienced was that after taking the welcome offer at Unibet Casino last year (21th September 2019), I won £6234 and have been trying to get my withdrawal process ever since.

I have had numerous problems with there verification team about certain documents I have provided, Such as they were only accepting certain types of Proof of Address which is understandable but I have sent in so many different photos alll of which are clear, yet they just kept replying to me saying that what I had provided was not acceptable. The most recent delay in verifying me has been the document they requested where they wanted me to hold the proof of address next to my face but i had to hold it with my index and finger and thumb only the previous on i sent i was holding it with 3 fingers but it was totally clear and you could see the document i think they are just delaying the payment to me I also believe this goes against the Gambling Commission terms of what they deem a normal request in order to verify a user.

Following this most recent request, I have been told my money will be confiscated to which i am baffled by to say the least, they listed several terms which they believe I broke which is simple not the case. i will attach there most recent email of what they said and terms i broke

Dear [EDIT],

Thank you for your recent email.

Your account has been closed by our security team in line with the terms and conditions accepted on registration, unfortunately you will not be able to hold an account with us.

The balance of the account has been confiscated, in accordance with these terms, including, but not limited to 1.2(i)(ii) / 3.1 / 5.1.d(v)(vii)(ix), (f) / 5.2.1(vi)(vii)(viii)(n)(o) / 5.4(w)

Apologies for any disappointment caused. We can advise nothing further at this point.

If you are not happy with this outcome, and wish to raise this as a dispute, our ADR and details of how to do this can be found in our terms and conditions. We will co-operate in full, if and when requested by any third party regarding the account.

Until such time as contacted, we are unable to assist you further with this and will await external contact.

It occurred on 30/11/2020

This meant that I have been so depressed over this situation i was banking on that money last christmas and i didn't get it the total process has been going on and on and its really affecting my im losing sleep over it now and i feel discriminated maybe becasue im foreign they think they can treat me like this please help me get this money out of there.

I would like you to review my case and hopefully see that i have done nothing wrong at all!

I look forward to your prompt response on this matter. As recommended by Trading Standards, I would like to keep a complete record of my case, so please reply to this email address.

Yours faithfully,

Read the casino review

7 Responses

User icon
ThePOGG
December 7, 2020

Hi poland7 - welcome to ThePOGG.com!

Have you submitted this complaint to the operator's ADR?

Thanks,

ThePOGG

User icon
ThePOGG
December 13, 2020

Hi poland7,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
ThePOGG
December 20, 2020

Hi poland7,

If we haven't heard from you by Friday the 1st of January I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

User icon
poland7
January 7, 2021

Hi I didn’t any of these as I presumed I would be emailed and was waiting for them

User icon
ThePOGG
January 10, 2021

Hi poland7 - welcome to ThePOGG.com!

Have you submitted this complaint to the operator's ADR?

Thanks,

ThePOGG

User icon
poland7
January 13, 2021

Hi yes I have I submitted a complaint to eCOGRA on 14/12/2020 thanks.

User icon
ThePOGG
January 17, 2021

Hi poland7,

Then you need to wait on the outcome of the ADR's review. This is not a matter we would intervene in.

Thanks,

ThePOGG

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Agreement

poland7 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Unibet
  • Malta Gaming Authority
  • Platinum Gaming Limited

December 7, 2020

United Kingdom country flag

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.