Unibet Casino RO - Player's account has been closed.

Complaint regarding account closure and withheld balance – Unibet.ro

Dear CasinoGuru team,

I would like to submit a complaint regarding Unibet.ro.

My account was recently closed without a clear explanation, and the remaining balance in my account has not been returned. The operator has only referred to a general violation of their Terms and Conditions but has not provided any specific details, evidence, or concrete reason for the decision.

At the time of closure, my account held a real-money balance that has been withheld without justification.

I respectfully request assistance in reviewing this case and mediating with the operator.

Summary of my complaint:

Account closed without clear justification

No specific evidence provided for alleged breach

Remaining balance not refunded

No prior warning or detailed explanation received

I am willing to provide any supporting documents if required.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Unibet Casino RO.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Dear rsd878HFs2,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello Tomas,

Thank you for your assistance. Here are the answers to your questions based on my situation:

Account age and closure date: I opened my account and started playing with Unibet RO around 2019–2020. My account was closed recently, which is when the issue began.

How I learned about the block: The casino sent me an automated email stating that my account had been closed, without providing any extensive explanations or further details.

Games played: I accumulated my balance by playing slots.

Communication history: Unfortunately, I am unable to provide screenshots or transcripts of the emails because I no longer have access to the email address registered with my Unibet account. Since I am completely locked out of both my casino profile and that specific email, I cannot retrieve the chat logs or correspondence.

I kindly ask for your support in contacting the operator directly to clarify the reason for this closure and to help me resolve the situation regarding my remaining balance.

Thank you for your understanding and effort!

Thanks for your reply.

You wrote:

I am willing to provide any supporting documents if required.

Kindly provide any supporting evidence you believe is relevant to the case.

Send it to my email at tomas@casino.guru

Dear rsd878HFs2,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru