The player from Germany had deposited 50 euros at UcoBet Casino, increased his balance to 270 euros, and attempted to withdraw. However, the casino suspended his account, citing a prohibition on German players, despite him being able to register and access the site without issues. He had sent numerous emails without a response and sought intervention to recover his deposit. The Complaints Team had attempted to mediate, but the casino did not respond within the designated timeframe, leading to the complaint being closed as unresolved.
UcoBet Casino - Player’s account has been closed without reason.
Unresolved
Our verdict
No reaction
Black points: 100
Amount: €50
UcoBet Casino
Safety Index:LowCase summary
Discussion
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11 months ago
Translation
In the forum, I was told that because the casino wasn't listed here, I should choose another one, so I did. My complaint is against the casino UCO.BET https://uco.bet/
Hello,
I deposited 50 euros at UCO.BET casino, managed to increase my deposit to 270 euros, and wanted to withdraw the money. Then the verification process started. I uploaded all the necessary documents, and the casino subsequently suspended my account and informed me that according to their terms and conditions, it is forbidden for German players to play at their casino. They neither block the IP address access nor do anything else. As a German, I can access the casino site without issue and register. The casino even translates the site into German, and I indicated during registration that I am from Germany. This was no problem at all. This is clearly fraud, as players from prohibited countries are invited to play, and in the end, they keep their winnings and deposits, and deceive them.
The live support assured me of my refund. I have already sent 500 emails to the casino and received no response. I do not know what to do anymore, and I am asking you to intervene and help me retrieve my deposit.
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11 months ago
Dear Kevbo1337,
Thank you very much for submitting your complaint.
I’m sorry to hear about the difficulties you’ve experienced with UcoBet Casino. To better understand your situation and assist you effectively, could you please provide us with additional details?
- Could you confirm the exact date when you registered and made the deposit at UcoBet?
- Did you receive any terms and conditions or messages during the registration or deposit process mentioning restrictions for German players?
- Do you have a record of the live chat conversation where they assured you of a refund? If yes, please forward it to us.
- Could you provide any specific emails or responses from UcoBet that you’ve received regarding your account suspension or refund status?
Please feel free to forward any relevant communication, screenshots, or documentation to [email protected]. This information will be crucial for us to address the matter with the casino and mediate effectively on your behalf.
It’s essential to emphasize that when I attempted to register at the casino, there was no IP block in place for German players, and Germany was an available option in the registration form. This detail will be critical for us to present your case effectively.
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
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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11 months ago
Translation
Hello!
I sent them all the screenshots I collected to the email address where you can see the live chat clearly stating that I will get my money back.
Registration and deposit took place around December 8-9. I no longer have access to my user account. They have permanently blocked it and told me that if I open a new account it will be against the terms and conditions.
No, when I registered I was not shown any terms and conditions that prohibit German players from playing in this casino. I even went into the live chat beforehand and wrote to the live chat agent before I made my deposit and the whole thing was in German. You can set the site to German and there is no hindrance due to IP blocking.
I only have a live chat recording as they always say that everything will be sorted out via email, but I never received an email with any information about the case. The live chat gives me 0 information.
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11 months ago
Translation
Hello,
The casino contacted me by email and told me that I would not receive a refund even though the live chat had assured me that I would. I just find it disgusting that a casino should behave like this and completely cheat the player.
I am not satisfied with this. I am clearly in the right and want my deposit (winnings) back! And if that is not the case, I want this casino to receive a negative rating for this fraudulent behavior.
Thank you for reaching out to us and sharing your concerns about your recent gaming experience at our casino. We understand that financial situations can be difficult and we appreciate your open communication.
After a thorough review of your account and refund request, we regret to inform you that your case does not meet any of the acceptable reasons for initiating a refund based on the reasons set out in our Payments Policy. Our Payments Policy sets out specific scenarios in which a refund may be considered and unfortunately your situation does not fall under these criteria.
The listed reasons/basis for a refund under our payment policy include:
1. Money was accidentally credited to your account;
2. Money was fraudulently debited from your card and used without your knowledge;
3. The user has not received the product or service after placing the bet;
4. Services were not fully provided, etc.
Given the details provided, your case does not appear to meet any of the above criteria. We understand that managing one's finances is crucial and we encourage our players to gamble responsibly. We offer various tools and features in your account settings to help you stay in control of your gaming activities.
Although we cannot accommodate your refund request in this case, we want to assure you that your feedback is valuable to us. If you have any questions or concerns about responsible gaming, or if there is anything else we can be of assistance to you, please do not hesitate to contact our customer support team.
Regarding your request to close your account, we will process it promptly. Once your account is closed, you will no longer be able to access our platform or participate in our games.
We thank you for your understanding in this matter and appreciate your participation in our platform. If there is anything else we can be of further assistance to you, please feel free to contact us.
Kind regards
Uco.bet Team
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11 months ago
Translation
the casino wrote in its explanation that I can set limits and other things. I don't think the casino even knows what exactly they blocked me for... I didn't request that my account be blocked; the casino wrote to me in the live chat that my account would be permanently closed because of the licensing issue. This is all a mystery to me. The casino continues to pretend that you can play in this casino as a German player, and in the end they say it in their terms and conditions (which, strangely enough, are not translated, like the rest of the page...
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11 months ago
Thank you very much, Kevbo1337, for providing all the necessary information. I will now transfer your complaint to my colleague, Kubo ([email protected]), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.
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11 months ago
Dear Kevbo1337,
I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.
Since UcoBet Casino hasn’t registered their representative account on our platform yet, they can’t respond directly in this thread. However, I’ve reached out to their representative through another channel regarding your issue and am currently awaiting their response. I’ll keep you updated here as soon as I have any news.
Thank you for your understanding and patience!
Best Regards,
Kubo
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11 months ago
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.
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11 months ago
Dear Kevbo1337,
I wanted to inform you that UcoBet Casino has responded to my message and expressed their intention to create a representative account on our platform.
I am currently awaiting their confirmation to complete the process. Once finalized, the casino will be able to post their responses directly to address the matter.
Thank you for your patience and understanding.
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11 months ago
Dear UcoBet Casino,
Your account has been successfully created, and we are currently awaiting your response.
Thank you for your cooperation.
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10 months ago
Dear Kevbo1337,
Unfortunately, despite my notification to the casino regarding the creation of your account, they have not yet verified it. Given that the timeframe for the casino’s response has elapsed, I regret to inform you that I have no choice but to close this complaint as unresolved.
Should the casino decide to respond in the future, we will reopen the complaint, and you will be notified by email.
To avoid situations like this in the future, I recommend choosing casinos based on their reviews and ratings. This can help ensure a more reliable and positive experience.
I’m truly sorry we couldn’t provide more assistance in this matter.
Best Regards,
Kubo
