Unibet Casino IE - Player's account has been closed and funds withheld.

Dear Sir/Madam,

I need your help to resolve the conflict with Unibet Casino. The casino accused me of using funds belonging to a third party, blocked my account and withheld my 2942 euros.

I have notified the casino that I have used funds belonging exclusively to me for gaming.

The use of funds received as part of a transfer from another person was mistakenly regarded by Unibet casino as the use of third-party funds for casino games.

However, the funds that I received from another person are legally considered to belong to me. This is justified by the fact that on February 21, 2024, I transferred 41 thousand euros as a debt. The funds credited to my Skrill payment wallet between March and May 2024 were received as repayment.

Thus, the funds for the games were exclusively mine, and I did not allow violations of the casino rules.

Taking into account the evidence of my innocence in the alleged violation of the casino's terms and conditions, I ask you to help me return the withheld funds in the amount of 2942 euros.

Thank you in advance.

Dear alikovanton35,

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

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

• Could you please explain since when you have been a player in this casino?
• When and how much have you deposited?
• Is the person returning you the money also a player in this casino?
• Could you please share with me your communication with the casino regarding the issue and any evidence supporting your claims? 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 to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Tomas,

I registered an account at Unibet Casino on March 11, 2024.

The total amount of all deposits was 36,000 Euros, and the amount of funds withdrawn was 35,936 Euros.

Please note that, as soon as I withdrew funds in an amount almost equal to the deposit, my account was blocked.

I have no information about whether anyone else is playing at the casino, and I don't discuss casino games with anyone.

Correspondence with the casino was sent to your email address.

Thanks for your reply and the information provided.

Could you please specify what details you have provided the casino regarding this request from July 31st?

Share it to my email at tomas@casino.guru

Dear Tomas,

I was unable to upload the requested documents to my account - the download button disappeared.

In this regard, on August 09, I sent the necessary documents to the casino by email.

The document you specified has been sent to tomas@casino.guru.

Thanks for the reply.

• Did the casino ask for any proof of the winnings being paid out to your bank account/e-wallet from the casinos mentioned in your Declaration document?
• Are the payouts recorded in your bank account/e-wallet statements?
• Would you be able to supply this evidence to me?

Thanks in advance for your reply.

Hello,

In response to your request, I'd like to inform you that the casino has not requested confirmation of the transfer of winnings from other casinos to my Skrill payment wallet. However, during verification, I sent the transaction history from my payment wallet to the casino, on the basis of which the casino could verify that the winnings had been credited to my wallet.

In addition, I sent you a confirmation of the transfer of winnings from the casinos indicated in the declaration previously sent to you.

Dear deniclauda,

I went over the evidence provided in your case and unfortunately, we reached the point where we would normally contact the casino and ask for their point of view and assistance in resolving your issue.

Please be aware that the entire group of Unibet Casinos has decided not to publicly address any of our open cases, and they recommend that all users directly follow their complaint procedure. We acknowledge that this may not be an ideal situation, and we wish we could provide more assistance. However, we respect the Casino's decision to handle complaints internally rather than publicly, given the strict GDPR policies.

I recommend reaching out to their Help Center first, then contacting ECogra, and lastly MGA. If there are any further developments regarding your case in the future, please don't hesitate to contact me at tomas@casino.guru and I will update this thread accordingly.

Once again, I wish we could offer more assistance. For now, due to the casino's unresponsiveness, we will mark this complaint as unresolved in our system. Thank you for your understanding, and we wish you the best of luck.

Regards,

Tomas