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They do not meet the deadlines of 5 to 7 days for withdrawals, I have already been 10 days without counting holidays or weekends waiting for a withdrawal that I made, the agents do not solve anything and every day they make more excuses saying that the next day I will have the money, the service they have is a shame since the client does not have to be harmed by their internal problems.

No cumplen con los plazos de 5 a 7 días para retiros, llevo ya 10 días sin contar festivos ni fines de semana esperando un retiro que hice, los agentes no solucionan nada y cada día ponen más excusas diciendo que al día siguiente tendré el dinero, es una vergüenza el servicio que tienen ya que el cliente no tiene porque verse perjudicado por sus problemas internos.

Dear itsvalentina,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Would you be so kind and clarify when exactly you requested this withdrawal?

Looking forward to hearing from you.

Best regards,

Kristina

Hi Kristina,

Thanks to you for helping, I requested the retreat on 10/6/2021 and it was approved on 10/7/2021, I have asked them many times about the retreat and they never give a solid answer, they just say "wait", now They have exhausted my patience because something as simple as paying the client his winnings should not complicate it, and not to mention his other non-existent means of payment, this casino lacks a lot.

Hola Kristina,

gracias a ti por ayudar, el retiro lo solicité el día 6/10/2021 y fue aprobado el 7/10/2021, les he preguntado muchas veces a cerca del retiro y nunca dan una respuesta sólida solo dicen "que espere", ya han agotado mi paciencia porque algo tan simple como pagarle al cliente sus ganancias no deberían complicarlo, y ni hablar de sus otros inexistentes medios de pago, carece de mucho este casino.

Thank you for your quick reply, itsvalentina. Have you made any successful withdrawals before? What is the status of your withdrawal, please – is it pending or processed?

It is my first withdrawal and the status is approved.

Es mi primer retiro y el estatus es aprobado.

Thank you very much itsvalentina for your reply. I will now transfer your complaint to my colleague Adam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello itsvalentina,

I have reviewed your case and understand the situation. I will try to contact the casino and see if I can help. I would like to invite Unique Casino to the conversation to participate in the resolution of this complaint.

Dear itsvalentina and Adam,

I have checked your account and your withdrawal is still pending as we have requested a new Utility bill due to your utility bill that has expired.

Once we get the new utility bill you withdrawal will be processed.

Best Regards,

Jenifer Wilson

How smart you are, they request a new document when when I requested the withdrawal, everything was in order but of course they have internal problems and they found the perfect excuse, they are not ashamed. Tomorrow I will upload the document of the register and see if that way they will enter my account quickly and stop making excuses.

thank you so much Adam and Kristina.

Que listos sois, solicitan un nuevo documento cuando al solicitar yo el retiro todo estaba en norma pero claro tienen problemas internos y encontraron la excusa perfecta, no tenien vergüenza. Mañana subiré el documento del padrón y a ver si así hacen el ingreso a mi cuenta rápido y se dejan de excusas.

muchas gracias Adam y Kristina.

Thank you Jenifer for your prompt response.

Dear itsvalentina,

Hopefully once the casino has this new document your payment will be received quickly. Please do keep us updated.

Yes Adam tomorrow I will do the verification and I will keep you updated, to see if they stop making excuses and pay.

once again thank you Adam and Kristina.

Si Adam mañana haré la verificación y los mantendré al tanto, a ver si ya se dejan de excusas y pagan.

una vez más gracias Adam y Kristina.

Dear itsvalentina,

Please let me know, did you successfully submit the necessary document? are you still awaiting payment?

Good morning Adam,

I have just sent the document correctly and I have written to inform you, it has already been waiting for you to pay me.

Thank you very much for your help and as soon as I receive the payment I will let you know.

Buen día Adam,

Acabo de enviar correctamente el documento y les he escrito para ponerles al tanto, ya quedó a la espera de que me paguen.

muchas gracias por vuestra ayuda y en cuanto reciba el pago les avisaré.

Good Morning,

I put them in the current context of my case. All the documents are approved correctly and today I entered the chat to ask if they know something about the withdrawal, and they know absolutely nothing in fact they continue to make excuses such as that they have delays or that they are updating their banking system when that is not the client's problem and less for someone like me who has been trying to withdraw for a month now.

I do not know if they are going to pay, with so much excuse that they are invented day after day I am beginning to distrust them a lot.

Buenos días,

Los pongo en el contexto actual de mi caso. Ya todos los documentos están aprobados correctamente y hoy entrado al chat a preguntar si saben algo del retiro, y no saben absolutamente nada de hecho siguen colocando excusas como que tienen retrasos o que están actualizando su sistema bancario cuando eso no es problema del cliente y menos para alguien como yo que ya lleva un mes tratando de hacer el retiro.

No se si vayan a pagar, con tanta excusa que se inventan día tras día ya empiezo a desconfiar mucho de ellos.

Hello itsvalentina,

Thank you for the update on the situation.

Unique Casino, could you please provide a timeframe in which to expect payment now that the updated document has been submitted?

Good morning Adam,

I have sent a message asking them if they have already sent the money and this has been their response, which does not make any sense because according to them they were not going to send me the money until I uploaded the document that I did on November 2 and now They reply that they have supposedly sent it on October 26, are they fooling me again? Because your answers are not consistent.

Buen día Adam,

He enviado un mensaje preguntándoles si ya han enviado el dinero y está ha sido su respuesta, la cual no tiene ningún sentido porque según ellos no me iban a enviar el dinero hasta que yo subiera el documento que lo hice el día 2 de Noviembre y ahora responden que supuestamente lo han enviado el día 26 de octubre, acaso me estan engañando de nuevo? Porque no tiene coherencia sus respuestas.

Hello itsvalentina,

Thanks once again for the update. I can understand your confusion.

I would like to ask Unique Casino to please respond to this complaint. Has the payment in fact been processed?

Hello good Morning,

I wanted to let you know that today I already received the payment of € 590, thank you very much Adam and Kristina for your help.

a greeting

Hola Buenos días,

Queria avisarles que hoy ya recibí el pago de los 590€, muchas gracias Adam y Kristina por vuestra ayuda.

un saludo

Hello itsvalentina,

That's great news, I am glad the issue was resolved. Thank you for letting us know.

I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.