Unibet Casino NL - Player’s attempt to self-exclude from the casino has been overlooked.

I've a gambling problem and sent them a message a few days ago that I needed help as I keep on gambling while I don't want. And I was beaten a few days ago and hit in the head and it made it worse. My plea was ignored and they would send a message to the corresponding department. Nobody in the chat helped me blocking my account so that I couldn't gamble anymore. I feel neglected by the casino.

Dear Mosco,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

I contacted the live support to tell them that I don't wanna gamble anymore and I was beaten up heavily and have a lot of stress which made it worse and if I could get my deposit back that time which was 1208 euro. I have a gambling block in my bank app but it doesn't work on iDeal payments. I even pleaded to my bank if they couldn't block it for me another way. They said it only blocks creditcard payments to casino's. The live agent simply ignored my plea and just sent an email but not preventing me from gambling or depositing again. Yesterday I relapsed again and deposited 7700 euro, it was really a sickness. I asked them to send all my live chats in doc or pdf form. I was also blocked by Holland Casino a few months ago because they labeled me a problem gambler which I am and I couldn't deposit anymore. Yesterday another live chat agent from Unibet finally sent me a link to self exclude and I did so for a 100 years from all. I'm glad he helped me and he really wanted to talk to me. Unlike his colleague who didn't show any interest. If his colleague did this a long time ago this whole situation could've been prevented. When I get the chat docs I will forward them immediately. They didn't respond fast enough to stop me from depositing more and more. But they advertise ''responsible gambling'' and ''safeguarding problem gamblers''

What do you mean with specify how long? Once someone asks for help in the live chat surrounding quitting gambling, they are supposed to help you block your account. I didn't get any help that moment. If a person contacts the live chat who feels it's getting out of hand they should act immediately. As I said when the other agent sent me all the links I banned myself for a 100 years, so you know how bad it was and why I did a 100 years. And through the links sent by the agent I found out about Gamban and installed it on my devices. Even my bank has an gambling block but transaction from Unibet goes through with iDeal payments because it's not described as a gambling company.

Thank you, Mosco, for your reply. I have checked the Responsible Gambling section on the website, and this is what I found (here):

"Take a break

If your bets are having a negative impact and the limits you have set are not enough to keep your game under control, block yourself from logging in for as long as you see fit.

Self-exclusion

With our self-exclusion option you can block access to your account for 24 hours, 7 days, 1 month, 3 months or 6 months.

That is how it works:

You choose how long you want to block yourself and accept the conditions. Once you confirm the suspension, you will be logged out of your account and will not be able to log back in until the lockout period is over.

Go to Self Exclusion Settings"

Additionally, the casino offers several options for deposit and session limits, account closure, etc. Also, it is very easy to navigate around the website. Please understand that not every casino department can close your account. Therefore, you need to follow the casino instructions on how to request the self-exclusion. If you follow their instructions and still your account is not closed we can help you. Unfortunately, that doesn't seem to be the case here. Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

It surely isn't unjustified as the casino is obligated to prevent problem gamblers from situations like this. When I came into the chat that day I came to talk with someone about my problem. The casino failed to protect me from further gambling. If you wanna reject it here go ahead, but I will look somewhere else to get justice. How come Holland Casino could block my account immediately after spotting irregular behavior but Unibet couldn't when I contacted them.

If you believe that you informed the casino about your problem or that you made a suggestion clear enough that should lead to closing your account, please forward any relevant communication to petronela.k@casino.guru at your earliest convenience. I'm sure you understand that without any supporting evidence, we stand no chance to confront the casino. Looking forward to hearing from you.

I asked them for the chat transcripts days ago but still haven't gotten anything..

I agree that it would be ideal if every department could block instantly players' accounts and prevent vulnerable customers from spending more money. Unfortunately, this is not standard practice yet. We always recommend players to follow the casino's instructions when requesting the self-exclusion and if after doing so, casino doesn't block their account, we try to help. However, you didn't set up the self-exclusion inside your account as described in the Responsible Gambling section on the website.

My only suggestion would be to either follow the instructions step-by-step or to write an email, so you have solid proof that you requested the self-exclusion and informed the casino about your gambling problem.

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Unibet Casino NL,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Sadly, since you didn't provide any supporting evidence that you informed the casino about your gambling problem, I'm afraid we will be forced to reject your complaint. Once again, let me know if there is any additional information that I have overlooked. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear Mosco,

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, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Additional comments from the player:

I contacted Unibet.nl on the 21st after a relapse in the live chat that I needed help as my addiction was taking over and spiraled out of control paired with drinking heavily. I couldn't do it myself because I did not have the DIGID account to register myself. It's a government account which you can use to ban yourself from all casinos. But Unibet ignored my plight that day and so for a week or more they didn't block my account as I’d asked. I then had a bad relapse after that week and lost more than 7000 in an hour or so on Unibet.nl

Then the second live agent I spoke that day finally ''could'' help me block my account. To be clear, I do not believe that they couldn't prevent me from logging in again. Because they block people all the time for other things, like cursing etc. And I clearly gave them a sign that my gambling was out of control. They gave me 1000 back but I want everything back as this shouldn’t have happened.

The thing is I do not need to write all those things to self exclude as it’s a Dutch casino with strict rules. If I write and give signals in the chat that I wanna quit gambling they are obligated to close my account. I do not have to write a whole essay for them to close my account.

Have you received the requested live chat transcripts, please? If yes, forward them to petronela.k@casino.guru at your earliest convenience.

Dear Mosco,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.