Unibet Casino - Player's account closed after large deposit.

Hi all! I have a registered and verified account at Unibet. I play on this deposit and withdraw without any problems… I don’t login to my account for a half year… Because I don’t play… After half year I logged in, accepted the new terms and condition and I started playing again… I made a deposit for a big amount.. First deposit was 3,200,000 HUF after it 1,900,000 HUF and after this 100,000 HUF… Because the one time deposit limit via Apple Pay is 4,000,000 HUF. After deposit I play in casino and open few bet… In the end a made some minus with gaming and I want withdraw the money and in this moment I give a request for the re verify… I should upload a selfie with my document and a screenshot about my deposit via NETELLER… I upload it at the moment… At this moment I has access to my account… But after uploading the documents I got an email that my account is closed…. And I can’t login to it because my account is blocked… Via chat support I send the requested documents but I don’t get any information about my account and about my money!!! Please help me giving my money back!! This money I not win, this money I deposited!! Thanks! I hope I give back my money.

Dear dr.herodesh,

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. Do I understand correctly that the casino didn't provide any explanation regarding the blocked account? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

Could you please clarify which games you focused on - slots, live casino, sports betting, etc.?

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

Best regards,

Kristina

Dear Kristina!

Yes, you understand that correctly. I give one email that my account was blocked, and that all. After this when I wrote the support, he told me that my account is under review and waiting to answer for the relevant team. But nothing more I don’t give… He can’t told me how much this reviewing process… Today I got an email that my account is under review and I should wait.. I played slots and sport betting… Few bought spins in slots and few bet in football… In summary all games was a negative result..

Thank you very much, dr.herodesh, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi Branislav!

I don’t give any email or messages from Unibet and the live support is tell me the same answer without any usable information…. I feel bad that I never give back my money….🙁

Hello, dr.herodesh,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. However, it seems like a routine account check, and I cannot see information about account closure anywhere in the communication you sent to my colleague Kristina. Now I would like to invite Unibet Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Unibet Casino team,

Could you please provide us with an update on the complainant's verification and an explanation if there is any problem with it? What steps should the player take to unblock the account?

What is the estimated time frame to finish the checks and KYC? Will the casino inform him about the results or further instructions?

Thank you in advance for providing the information.

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.

Dear dr.herodesh,

Unfortunately, we seem to be stuck in communication with the casino representatives, as the casino likely cannot share the necessary information and details with us, as a third party.

However, I see the casino is regulated by MGA, which is one of the better and more reputable gaming authorities.

In the meantime, until we receive the casino's explanation (if at all), could you please submit a complaint to ADR or MGA, and send me a confirmation/screenshot about it?

In case of questions or need help, feel free to ask me.

Dear dr.herodesh,

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

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation, suggest possible solutions, or close the complaint with a correct classification.

The player can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru