FAQ

We have collected answers to the most frequently asked questions about Unibet in our FAQ.

How can I verify my account?

  • You have 30 days to verify your identity once you create your account. You will not be able to verify any winnings if you skip this step. Also, accounts that fail to be verified in a certain time frame may be suspended too. Follow these steps to verify your account and start playing all the games Unibet has to offer hassle free: · Go to the verification page and find which documents you need to send · Upload the documents on the verification page. Basically you need to send documents to prove your identity, address and payment method. When you want to prove your identity one of these documents will do the job: · Passport · Identity card · Driving license · Official residence document · As a proof of address you can send: · Bank statement · Utility bill · Residence certificate Please remember that all these documents can’t be older than 6 months in order to be valid. All copies that you send to the casino must be clear and all four corners must be visible. The address on your account and in the provided document must be the same. And the last thing you need to verify is your payment method. In order to do that you need to send a color screenshot with all relevant details. There are different requirements for each payment method and they are as following: · For credit or debit card you need to send a digital photo of both sides of the card. The card must be signed and all corners must be visible. Blank out the numbers on your credit card, so only the first six and last four digits are visible, for your own security. · For bank transactions you need to send either a scan or digital photo of your paper bank statement or screenshot of your online account. · For e-wallets you need to upload a screenshot of your full profile page with full name and account details. · For Paysafecards you need to upload a scan of your voucher or receipt, where you blank out all sensitive information.

  • Why it is important to verify my account?

  • There are a couple of reasons why a casino needs to verify its players. First and foremost they need to know whether you are of legal age to gamble. Then they want to protect your account from identity theft. For that reason, you need to send digital photos or screenshots of certain documents. You can do that on the verification page of your account. And, if you fail to verify your account you are risking of having your account suspended. The latest European Anti-Money Laundering Directive implies new measures to stay effective against online crime. So, if the casino requires for you to send some additional documents that doesn't mean that you are suspicious or anything, you only triggered an automatic process. Your safety is their priority, and when you help the casino out you know that you are playing with an operator that maintains a secure gaming environment.

  • Why are some documents rejected?

  • There can be many reasons why a document is rejected. You need to follow the strict regulations that the casino has when it comes to sending documents. For starters all four corners of the document should be visible. In case they are cropped, the casino will not accept it. All information including your name, address, date of birth should be clear. Name mismatch – All the documents you send must be in your name. Business bank statements – You can only use a private bank account, you can’t make deposits and withdrawals with business accounts. Unsigned documents – All documents that you send to the casino must be signed. Unsigned documents will be rejected. Expired documents – All documents that you send to the casino need to be valid. Wrong documents – The casino only accepts certain types of documents which are listed at the verification page. You can’t send documents as you please.

  • I forgot my password and now I can’t login to my account?

  • You can always reset your password when you click on “Forgot” in the password field. You need to know the email address though, the one that you used when you registered for an account. The casino will send a link to your email address that will help you recover your password. In case you don’t receive the email, you should check the spam folder.

  • My account is blocked. What should I do?

  • There are different reasons why your account is blocked: It is possible that you are entering your password incorrectly, and if that is the case after a couple of attempts your account will be temporarily locked. When you decide to self-exclude yourself from gambling you won`t be able to access your account. If that is the case, then you need to wait for the self-exclusion period to expire before you can login to your Unibet Casino account and play any games. When you receive a message that your account is unavailable, then you need to check your email for more information about why that is happening.

  • Can I change my account details and contact preferences?

  • It is possible to change most of your account details in the Personal Details section of your account. You can change your email address, home address and phone number. In the Contact Preferences you can choose your preferred contact channels or unsubscribe from receiving newsletters. You can`t update the account currency, username and the country of residence.

  • Can I close my account?

  • You can close your account whenever you want. You should go to Account Details and Close Accounts. Before you decide to close your account permanently we advise you to read the terms of closure carefully. It is possible to receive promotional emails from the casino even though your account is inactive. For that reason you need to unsubscribe in Communication Preferences.

  • I am not able to login to my account from abroad. Is there something I can do?

  • If you are staying in a country where Unibet can’t operate then you will not be able to login to your account either. Here is a list of countries that are restricted: · Afghanistan, Australia, Denmark, Estonia, Ethiopia, France and other French territories, Hong Kong, Iran, Iraq, Italy, Jordan, Kuwait, North Korea, Pakistan, Philippines, Portugal, Spain, Syria, Turkey, Romania, Ireland, United States of America and other U.S. territories, or Yemen

  • How to logout from my account?

  • When you click the person icon at the top right corner of the page, a drop down will appear and the ‘Log Out’ button is at the bottom.

  • Can I check my records of all the deposits and withdrawals?

  • Yes you can check all the deposits and withdrawals that you have made under Account History.

  • Are my personal details safe?

  • Yes, your personal details are encrypted by 128-bit SSL. Once you send your personal details they are encrypted and then stored encrypted in the casino secure systems which are regularly tested by a third-party security experts. Unibet Casino complies with the high standards of the Payment Card Industry Data Security Standard and the European Gaming and Betting Association.

  • How to keep my account safe?

  • The casino is doing its best to keep your personal details safe, but you also need to keep your login details and personal information safe too. We advise you to regularly change your password to prevent your account from being hacked. You should never save your username and password on the site either. If you believe that your account has been hacked you need to contact Unibet immediately.

  • How to open an account?

  • Opening an account is very easy. All you need to do is to go to the official website of the casino and fill in your personal information.

  • How old do I have to be to open an account?

  • You have to be at least 18 to be able to open an account at Unibet Casino. Underage gambling is considered illegal in most countries. To avoid illegal gambling activity, the casino requires verification of identity.

  • Can I open an account for someone else?

  • No, you can have an account for yourself, but you are not able to open an account for someone else.

  • Can I have more than one account?

  • No, you can have only one account. Two or more people in the same household can have separate accounts, but some bonuses might be restricted for them.

  • What is a deposit bonus?

  • When you make a deposit, usually the first time, the casino rewards you with bonus money. For instance, if the bonus is 100% match deposit then it means that the casino will match the amount you deposit. For instance, if you make a $20 deposit, the casino will reward you with another $20 in bonus money. This means you will end up with $40 on your balance. Remember that every time you receive a bonus you will need to meet some wagering requirements before you would be able to make a withdrawal of your winnings.

  • What is the difference between my contributed money and bonus money?

  • When you receive a bonus from the casino you will see two balances in your active Deposit Bonus. The first one is the amount you have deposited to activate the bonus. When you play games, this money will be used first when you play. Then you have the bonus money, this is the money that the casino gives you when you make your deposit. When you meet the wagering requirements, this money will be converted to cash. If you fail to wager the bonus in the required time frame then this bonus money will expire.

  • Can I withdraw bonus money?

  • No you can't withdraw bonus money before you have met the wagering requirements.

  • Can I cancel my bonus?

  • When you go to Active Bonuses section you can cancel the bonus there. You need to remember that when you cancel a certain bonus that will result in a loss of bonus money.

  • Can I track my bonus?

  • In general yes you can track your bonus. Each bonus is different though and you need to bet a certain amount of money to complete the bonus. When you go to Active Bonuses section you can find all the necessary information and also you can track how far your bonus has progressed here. Select the product icon bellow ‘Progress’ and it will display the remaining amount you need to wager.

  • Why doesn’t my wagering requirements reduce?

  • Wagering requirements go down once a bet has been settled. You need to remember that some games count towards the wagering requirements 100% and others 10%. There are games that don't count toward wagering requirements at all. Before you play a game we advise you to check the terms and conditions first.

  • Why is my balance gone?

  • You can only have one active bonus at a time. If you decide to accept a new bonus while you still have an ongoing bonus to wager you will cancel the active bonus and as a result you will lose all bonus money. Another possibility is that your bonus have expired and for that reason you can’t see your winnings in your account balance.

  • Can my bonus expire?

  • Every bonus you receive has an expiration date. In order to check the expiry date of your bonus you can go to Account then Bonuses. You can see that there are several amounts that are showing under your account balance: · Cash Balance – These are your money that you can do whatever you want with. You can play with this cash or make a withdrawal. · Bonus Balance – This is bonus money and if you want to convert this money into cash and make a withdrawal then you need to fulfill the wagering requirements. · Free Spins Bonus – This is usually money that you have already won from playing free spins on a NetEnt slot. This money comes with wagering requirements which are usually 25x and once you fulfill it you can convert this money into cash.

  • How can I get a bonus?

  • You can receive plenty of bonuses at Unibet. They are crafted that way they can suit individual players. To check if there is something for you go to Bonus Offers or Promotions page.

  • Can I get back an expired bonus?

  • Once the bonus has expired it is gone and you can’t reactivate it.

  • I didn’t receive a bonus?

  • You need to make sure first that you qualify for a bonus before you receive one. Go to Bonus Offers page and you will find all the necessary information there. If you have received free spins on some game, just go to the specified slot game and your free spins will be awaiting you there.

  • Can I exchange my bonus?

  • From time to time you might receive a bonus that you don’t like. Unfortunately the casino can`t exchange bonus for you, but you can cancel it if you really don’t like it and wait for a new better bonus offer.

  • Can I get free spins on demand?

  • There are promotions and bonus offers happening all the time. Unibet Casino will notify you if they have an offer for you. Free spins will show in your Bonus Offers section and also you can check the Promotions page from time to time.

  • Which games can I play my free spins on?

  • There are 2 types of free spins, Bonus Free Spins and Promotional Free Spins. Bonus free spins can be found in your Bonus Offers and they can be played on certain games. While promotional bonus free spins are linked to a promotion and can be played on one specific game.

  • What is a free bet?

  • This is an optional offering that will be displayed on the bet slip. You only need to select the bonus offer and your bet will be placed for free. If you win, you will see the payout in your bet slip.

  • What is a risk free bet?

  • This is a bonus that works kind of like insurance on your bet. For instance, if you win your next bet then you will receive your winnings as normal. But, if you lose, then you get your stake back as bonus money that you need to wager.

  • What is a profit boost bonus?

  • This is another optional bonus that you don’t have to accept if you don’t want to. The option will display in your bet slip if it’s valid for a bet you are placing.

  • Does Unibet offer Refer a friend bonus?

  • When you refer a friend to Unibet and they have registered and played enough to meet the bonus requirements you will receive a reward.

  • What payment methods can I use to make a deposit?

  • When you visit the Deposit Money page in your account you will see a list of all the available payment methods for deposits. Please remember that even though some methods may be available at the site, they may not be available to you depending on your country of residence.

  • Can I make a deposit with my credit or debit card?

  • Yes, you can make a deposit using your credit or debit card. You need to share the following information with the casino to make a deposit: · Front 16 digits · Expiry date · Security number (CVV/CCV) All deposits need to be made by a payment method registered on your name and they are instant transfer. If you can’t see the money on your balance then we advise you to do one of the following things: · Refresh the page · Wait for at least 2 hours because it can take some time for the deposit to be processed · Check your card to see if the money has been taken from your account. If the money has been charged to your card and are still not showing to your balance then you should contact customer support and provide them with the following information: date, time, amount and reference of the transaction ID.

  • Why can’t I make a deposit?

  • If you are experiencing issues while you try to make a deposit to your account you can try one of these things and try to solve the problem yourself: · Try another deposit method. · You can make a deposit only once every 10 minutes. · If your deposit fails five times contact your payment provider. · Monitor your account for any alerts to issues or maintenance. · Check if you have successfully verified all your documents. If the issue persists then we advise you to contact customer support and customer agents will do everything in their power to help you resolve the issue.

  • Can I change the currency when I make a deposit?

  • Unibet allows you to use a different currency than the one on your account. But keep in mind that you might have to pay a currency exchange fee.

  • My card got stolen, so I want to know what will happen with my withdrawal?

  • In case your card was stolen you need to inform your bank immediately. Then you should check if the funds have already been credited to your card`s account. If they are not, then the transaction will be reversed to your betting account when the bank reports the card as stolen.

  • What is the difference between branch code and bank code?

  • If you want to find your branch number you need to contact your bank or use one of the tools available on the bank’s website. The branch code is the 5 digit number comprised of your 4 digit branch number followed by a number indicating the geographical location of the bank branch. On the other hand your bank number is the 3 digit number specific to your bank.

  • What are BIC, SWIFT and IBAN?

  • BIC and SWIFT codes are unique identification codes for a particular bank, while IBAN is your International Bank Account Number.

  • What happens when you enter wrong bank details while requesting a withdrawal?

  • In case something like this happens you need to contact customer support immediately. They will need details such as date, time and bank account details. The casino will do anything in their power to right the wrong but they can’t be held responsible for your mistake.

  • Is it possible to cancel my withdrawal?

  • It is possible to reverse a withdrawal for as long as it is visible in the Withdraw Money section of your account.

  • Why I can’t make a withdrawal?

  • There might be several reasons why you can’t make a withdrawal: · When you try to make a withdrawal with a different method than the one you used to make a deposit. · When you have an active bonus, you can’t make a withdrawal until you have met the wagering requirements. · When you haven’t finished the verification process.

  • My withdrawal has been canceled, why is that so?

  • The casino will send you an email in case they cancel your withdrawal explaining the reason for such a decision. Usually the most common reasons for unsuccessful withdrawals are: · You requested a withdrawal after a deposit without even playing. · You requested a withdrawal to a method not used to deposit. · The withdrawal method is not registered to your name. · You haven’t verified your account.

  • Why is my withdrawal on hold?

  • Usually when your withdrawal is on hold it is because you haven’t verified your account.

  • Can I make a withdrawal using someone else’s payment method?

  • You can only make a withdrawal to a payment method that is registered in your name. If you try to use someone else’s payment method you are risking of having your account suspended.

  • I believe that my gambling habits are out of control. What should I do?

  • Unibet is always available to its players and they will support you any time you have questions or worries. If you believe that you have gambling problem then you should contact customer agents and they will assist you with setting limits or using any tools to control your gambling habits. · Set deposit limits – This way the casino allows you to better control both your expenses and your pace of play. · Block products – This feature allows you to take a break from a specific sections of Unibet Casino. · Loss limit – This feature allows you to restrict the amount of money you can lose when you play.

  • Can I unblock my account even though my self-exclusion period is not over?

  • You need to wait for the self exclusion period to be over before you can reactivate your account.

  • Can I close my account?

  • Yes, you can close your account any time you want. Just go to Account Details and Close Account. Before you do that we advise you to read the terms of closure carefully.

  • Can I block betting sites on my computer?

  • There are gambling blocking software you can download and install on your computer. This software will not allow you to enter any gambling site. The one we found to be the most reliable is Betfilter.

  • What is the minimum age to open an account?

  • Unibet accepts customers that are 18+. In most countries it is illegal to open a betting account if you are younger than 18. To avoid underage gambling Unibet requires for each player to prove their identity.

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