The player's unable to play any game as the casino blocked his access to them. The complaint has been closed as 'unresolved' because the casino failed to reply and cooperate in resolving the complaint. There was no progress even two weeks after the casino was notified about the player's complaint.
Unibet Casino IT - The player's unable to play any game.
Black points: 34
Amount: €400
Unibet Casino IT
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Unresolved
Our verdict
No reaction policy, good regulator
UNRESOLVED
Case summary
1 year ago
Public
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1 year ago
Translation
good evening, I have been registered on unibet for a month now and I deposited 400 euros and started 4 game sessions on pragmatic slots (I bought the bonus and closed the session so that I could have a super bonus hunt with a friend which would be a sort of of pack openings on the slots) nothing, in practice after 5 minutes I find the account suspended but accessible but all the slots blocked (it tells me game not available) and the sports section is inaccessible in practice I have 4 pending slot games and they don't want me pay winnings (07/12/2022, 15:57
IN PROGRESS - Release the Kraken 2
Keep on
€80
0 €
ID:
envItaly_151_13981920772801
07/12/2022, 15:57:44
Stake: €80
07/12/2022, 15:56
ONGOING - Gorilla Mayhem
Keep on
€80
0 €
ID:
envItaly_151_13981897404201
07/12/2022, 15:56:04
Stake: €80
07/12/2022, 15:53
IN PROGRESS - Big Bass - Keeping it Reel
Keep on
€80
0 €
ID:
envItaly_151_13981857240201
07/12/2022, 15:53:14
Stake: €80
07/12/2022, 15:52
IN PROGRESS - Sword of Ares
Keep on
€80
0 €
ID:
envItaly_151_13981840702001
07/12/2022, 15:52:03
Stake: €80
07/12/2022, 15:50
IN PROGRESS - Muertos Multiplier Megaways
Keep on
€80
0 €
ID:
envItaly_151_13981823523801
07/12/2022, 15:50:49
Stake: €80)
here are the respective games with adm code that were interrupted by me
I don't know how to do it help me please casino guru
Automatic translation:
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1 year ago
Hello camilla89,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Unibet Casino IT. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and is yes, since when exactly? Did you use real money or bonus money to accumulate the rounds? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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1 year ago
Translation
I used the welcome bonus but I completed the rollover to my account I can log in but I don't approve the residence document sent is not 100% verified
Automatic translation:
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1 year ago
Did the casino specify why are they not accepting it? Can you please forward your communication between you and the casino to nikolas.b@casino.guru?
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1 year ago
Translation
the casino did not specify anything and does not answer my questions it simply says that I have to wait for more than a month now
Automatic translation:
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1 year ago
Thank you camilla89 for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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1 year ago
Hello camilla89,
I'm Michal and I have taken over your complaint. I have reviewed this case and I want you to confirm if you have provided all the required documents to the casino as stated in the terms and conditions 2 Opening an Account here
Another thing I would like to point out is this rule:
2.3 In accordance with the provisions of the Agreement, Unibet will not allow Customers to access gaming activities and the operation of the Gaming Account until the company has received, no later than thirty (30) days from registration, a copy of the valid identity document. Unibet reserves the right, where necessary, to request additional documents and may suspend the Customer's Gaming Account until receipt of the documents indicated from time to time.
Have all these requirements been fulfilled by you?
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1 year ago
Translation
I sent the document during registration and it was duly approved
Automatic translation:
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1 year ago
Thank you for the response, camilla89.
I will now contact the casino to shed more light on this matter.
We would like to invite Unibet Casino IT to join the conversation.
Dear Unibet Casino IT,
What is the reason why the player can't fully use their casino account functionality?
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1 year 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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1 year ago
Dear camilla89,
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Italian Gaming Authority (ADM)(Contacts - Agenzia delle dogane e dei Monopoli (adm.gov.it)) and submit a complaint to them. The Italian Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (michal.k@casino.guru).
I am sorry I could not be of more help on this occasion.
Best regards,
Michal
The casino can reopen and solve this complaint anytime.
