Unibet Casino NL - Player’s bonus privilege has been withdrawn.

On 6/6 I registered as new player and accepted the 200 bonusspins as a welcomeoffer.

Ive played the first bonusspins and deposited 1028 eur to play.

On 7/7 I didnt get my bonusspins and logged onto the chat support. They told me I was bonusblocked till 6/8. I was suprised I was bonusblocked after 1 day of registering as new player. 

The next day they put a statement on their website there was a flaw in the system. The system was set off to sensitive causing people to get bonusblocked. That explained why me and many others was bonusblocked after 1 day.

They told me they are reviewing all acounts to see if the bonusblock was not correct or correct. If not correct you ll be unblocked and get the spins and a compensation in money.

Today is the day ive been blocked for 20 days. 20 days Ive logged on every day to see if my block was gone , or went in chat to ask about it, ive emailed and ive phoned them. Every day they told me to be patience or they put me on a list to be reviewed very soon. Meanwhile I saw lot of other players already got unblocked and got the compensation. Very frustrating , even people who got blocked long after me was already being unblocked.

But today I went in chat and ask again.. even celebrating my 20 days anniversary of being bonusblocked. But today they said your bonusblock is correct .. and will not get off till 6/8. I was suprised! And ask for an explanation why im still being blocked. How is that possible after 1 day of registrating.

They would not give me an explanation only its not getting off.

After chatting again they told me.. its correct because:

Ive been on chat too often

Ive logged on bonuspage too often

And my login sessions were too long

I told them this is wrong, this cant be the reason im being bonusblocked. Cause on day 1 ive never been on chat or checked the bonuspage too often. I did have a login session cause ive deposited money and played. So this cant be the reason why ive been blocked on day 2. All the chats, and bonuspage checkin, login times are after the bonusblock! 

They dont have a reason to block me. I need help. Cause I miss out on the compensation and all my bonus spins, rewards, deposits etc.

Why am I being bonusblocked ? Statement because of the wellfair of the player. But I can still deposit 1000 of euros.

And all of this is with unfair reasons

Dear Sabine1984,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand, that we can’t penalize the casino for taking away your privilege of receiving further bonuses. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all. 

Casinos are not obligated to reward their players with bonuses and bonus privileges can be limited or revoked at any time without further notice.

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.

Best regards,

Petronela

Even when they released a statement it was a flaw in the system? Even when the welcome bonus is the reason you signed up? They can just revoke it 1 day after being a new member? Didnt do anything? ... great policy. That way the casino can scam the customer when ever they like!

I fully understand your frustration, Sabine1984, and agree with you that the situation is not ideal. Could you please advise if you have played any of your deposited funds after being informed that the bonus won't be available for you? If your money is still untouched in the casino account, you should be entitled to a refund.

Ive played over a 1000 euro then ive heard my bonusses got revoked. After 1 day of registration. Like I said they released a statement saying it was a flaw in their system. But im entitled to many bonusses so now they say yes its right you got bonusblocked. But they are wrong cause there are no right reasons that I would have get blocked.

After my bonusses got blocked I did play and deposit. So will I then be entitled to get the first deposits back or?

I'm afraid that you would be entitled to a refund only if you deposited with the intention to redeem a specific bonus. Since you deposited funds into your account, played your real money, and afterwards were informed that bonuses won't be available for you in the future, we can't help you. As I mentioned earlier, casinos are not obligated to reward players with promotional offers.

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.

Dear Sabine1984,

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

Hi

Its been sorted by the casino. I finally got my reward bonusses and spins. And even got to pick out a gift.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Sabine1984, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru