The player from the Netherlands had claimed that mandatory addiction prevention measures at the casino had failed, leading to their losses. They were then seeking compensation. However, the player had not provided sufficient information or evidence to support these claims. Despite repeated requests from our team for more details, the player's responses had remained vague and unhelpful. Consequently, we were unable to proceed with the case and had to close it without further investigation due to lack of cooperation from the player's side.
Unibet Casino NL - Player demands compensation regarding failed addiction prevention.
Amount: €7,500
Unibet Casino NL
Safety Index:HighSafety Index
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Case closed
Our verdict
Other
REJECTED
Case summary
9 months ago
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10 months ago
Translation
The mandatory addiction prevention has failed and I want compensation to be able to review my losses
Automatic translation:
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10 months ago
Dear cj4q7bykbg,
Thank you very much for submitting your complaint. Unfortunately, I’m not able to assist you with this case based on the current description of events and I will need more information. Could you please elaborate?
I will be waiting for your reply patiently.
Best regards,
Kristina
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.
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10 months ago
the addiction prevention has failed and I want compensation to cover the losses
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10 months ago
Thank you for your reply, cj4q7bykbg. I am afraid I still do not have enough information. Have you previously requested self-exclusion but then created another account?
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10 months ago
I was gambling for days weeks months but no rtp and there are rules here about addiction by the government but they failed to do that
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10 months ago
I want to inform you that we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP):
https://casino.guru/learn-about-games-of-chance-rtp-variance
If you have more information that would help our case, please forward it to me. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do.
Furthermore, based on your description I still don't understand how the casino failed to follow any regulations.
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10 months ago
Translation
The addiction prevention has failed that is the reason now that was also told to me on the phone
Automatic translation:
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9 months ago
Alright, it seems that we are running in circles here. This complaint has been open for two weeks yet you still haven't explained what happened and/or how the "addiction prevention failed". I apologize, but without a proper description of the situation and cooperation from your side, our options to help are very limited.
Since we haven't proceeded with this case, I am forced to close it without further investigation. Thank you for your understanding, I am sorry we could not be of more help on this occasion and I genuinely hope you will find assistance elsewhere.
