Unibet Casino NL - Player regrets gambling while battling addiction.

I was on vacation in Greece, I pretty much lost quite a lot on Unibet but was never contacted by their department. In Greece I was struggling with my alcohol and gambling addiction. I have an account with Unibet only after HollandCasino closed my account because they suspected me of having a gambling addiction. I'm glad they did that. I was beaten up in Greece and wasn't myself for weeks, in those weeks I was able to log in to my account and deposit over 7000 in a few minutes. I even told them days before that I didn't want to gamble and I would like to have my money back that I deposited days ago. I was in my hotelroom struggling with myself after the beating on my head that I got. I started to drink and unfortunately this happened. But if the CS agent helped me immediately the days before I wrote him that I don't want to gamble this situation wouldn't have happened.

Hello JusticeForAll,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if you ever request for self-exclusion or account closure?

Also please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problem).

In the case of self-exclusion, if casino failed in this, player may ask for a refund.

Thank you very much in advance for your reply.

Best regards,

Nick

Dear JusticeForAll,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.