Uunokasino Casino - Player's account remains unresolved after being closed.

Laitoin uunokasinolle seuraavan valituksen 27.3.2026

I request a full return on my losts in Slottimonsteri and Uunokasino while you are violating CGA requirements for responsible gaming: e g. Missing limit tools on your sites and self exclusion.

Self exclusion should be easy and available online and cover all casinos under same domain.

I have self-exclyded myself from Slottimonsteri and yet my account us open in Klikkikasino and I was able to open a new account in Uunokasino which was also lacking all the tools to set limits.

CGA:

Self-Exclusion Process and Requirements

Accessibility and Communication

• The operator must prominently display the self-exclusion option on the website, ensuring

that players can easily locate and activate it.

• Information about self-exclusion must clearly outline.

o The steps required to self-exclude.

o The duration options available.

o The benefits of self-exclusion, including its role in preventing problem gambling.

Immediate and Irreversible Hello,

 

Greetings from Uunokasino! 

 

Kindly be informed that you will be notified as soon as there is any progress in this matter, our team is still working on it.

 

Thank you for your patience and understanding. 

 

We wish you a great rest of your day and remain at your disposal.

 

Kind regards,

 

Zayn

Uunokasino Support

• Players must be able to initiate and complete the self-exclusion process fully online, without

requiring email communication or operator approval.

• Self-exclusion steps must be concise and easy to understand, taking no more than 15

minutes to complete.

• The operator must have measures in place to identify duplicate accounts and prevent selfexcluded individuals from creating new accounts under different credentials.

• A player who self-excludes must also be excluded from all the operator’s domains and the

player should be encouraged to self-exclude from other gambling sites.

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Sain vastauksen 28.3.2026

Hello,

Thank you for contacting us.

We are very sorry to hear about your situation. Please be assured that your account has now been permanently closed in line with your request and in consideration of responsible gaming practices.

Additionally, your case has been forwarded to the relevant department for further review. Our team will carefully assess the matter, and you will be contacted if any further information is required.

As we highly value our customers, please take a moment to visit our dedicated responsibility page, it might be of help: https://www.uunokasino.com/en/vastuullinen-pelaaminen

Kind regards,

Joey

Uunokasino Support

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Tämän jäljeen olenkin kysellyt 1-2 kertaa viikossa tutkinnan statusta ja saan aina vastauksen, että on vielä kesken.

Kuinka kauan tässä saisi mennä aikaa? Nyt on mennyt jo kuukausi ja yhä tänään sain vastauksen:

Hello,

Greetings from Uunokasino!

Kindly be informed that you will be notified as soon as there is any progress in this matter, our team is still working on it.

Thank you for your patience and understanding.

We wish you a great rest of your day and remain at your disposal.

Kind regards,

Zayn

Uunokasino Support

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Voitteko auttaa?

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Uunoka (Uunokasino.com).

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?

If your account is currently not blocked, as the next step, I recommend you send a new self-exclusion request via email at support@uunokasino.com, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Uunokasino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

I sent my message thread with the oven casino to the address you requested.

My account at Uunokasino has been closed, but the account issue is still being investigated. It has been since March 27, 2026.

So I am asking them for an explanation and a refund of my deposits for allowing me to open a gaming account even though I have placed several of the casino's sister sites on hold due to a gaming problem.

Thanks for your reply.

Please note that there is no expectation that the self-exclusion in one CGA-licensed casino will be applicable in another. We are unable to hold this casino liable for any deposits made elsewhere.

The communication you provided is between you and a casino for which you haven't filed a complaint. In this thread, we can only act based on your communication with the appropriate casino. For issues with other online casinos, you have the option to file a new complaint against them.

• Kindly provide evidence that this casino should have protected you from further gambling, such as self-exclusion confirmations, self-exclusion requests, and relevant communication.
• Please let me know when you were active in this online casino, making deposits, and when your account was closed.

Thanks in advance for your reply.

Välitin sinulle kyllä viestiketjun nimeenoman minun ja Uunokasinon väliltä. Laitan sen vielä uudelleen. CGA:n vastuullisen pelaamisen ehdoissa on, että itsesulun tulee kattaa kaikki saman operaattorin brändit.

Self-Exclusion

9.2.1 Overview

The operator must offer players the option to self-exclude from all gambling activity.

1. Duration: In accordance with LOK clause 5.4(2) operators must offer a long-term self-

exclusion periods of at least 1 year. 

2. Brand: All brands/domains operated under the operator’s license.

3. Vertical: All gambling activity

4. Marketing: Automatic opt-out

The player must select (by tick-box) their preference as to the duration of the self-exclusion period, all 

the other elements are automatic.

With regard to the self-exclusion process(s) offered by the operator, at the very least the player must 

be able to initiate and complete the self-exclusion process fully online, without requiring email 

communication or operator approval.

Pyysin tilini sulkemista 28.maaliskuuta, tilini suljettuin ja sen jälkeen pyyntöni talletusten perumisesta on ollut tutkinnassa.

Thanks for sharing your point of view and your communication with the casino.

If you believe the casino neglected its licensing obligations, I would recommend you file a complaint with the regulator directly. We unfortunately won't be able to pursue a case where you haven't requested a self-exclusion directly with the casino prior to making deposits, or to conclude that the casino was obligated to protect you prior to March 28th.

The following articles might be of help:

https://casino.guru/licensing-authorities/curacao-license

https://casino.guru/guide/submitting-complaints-to-regulators

Since it was confirmed that the casino disabled your account after you contacted them regarding responsible gambling concerns, there is little else we can accomplish, as, from our point of view, the casino acted appropriately.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.