Unibet Casino - Player's account has been blocked.

Being able to set a account up and able to deposit thousands. Between 2500/ 4000 deposit

Then account blocked.

When they state that I shouldn't have been able to register or make a account. Due to self excluded on sister site

Only when iv lost thousands they block me.

Now if I was to withdraw winnings they would have done the same not paying out winnings.

.all they done was returned unspent money.

Now I wouldn't have joined unibet if I relised that the are part group with unibet.

Hello Mylife,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Could you please clarify how much money you deposited, and how much money was there left in your account when the casino blocked you?

Have you already received a refund of your deposits?

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

£4000

I received unspent money.

My issue is that I shouldn't have been able to open account with unibet as they said that I'm self excluded from sister site 32red.

So all deposits are void

I haven't had any deposits refunded

Thank you very much for your emails and replies, Mylife. Let me start by saying, that self-exclusion from one sister casino, doesn't automatically mean that players will be prevented from registering at all sister casinos. Here the situation is a little bit more complicated because the casino itself decided to close your account as a way to protect you. Not because they had to, but because they wanted to.

However, these casinos do not share the same license, and they do not state that self-exclusion is active in all the other associated websites. Therefore there is no way that such players could be stopped from creating accounts at each sister casino.

In this case, the casino found out that you have been self-excluded from one other casino they share their database of players with. Even if the casino didn't have to, they decided to block you here as well.

The casino can close players' accounts at any time for whatever reasons as long the remaining balance will be refunded. Since the casino voluntarily as a goodwill gesture decided to close your account, even if they didn't have to, we believe that the casino proceeded correctly by returning your unspent balace.

Unfortunately, since you officially haven't been self-excluded from this specific casino or registered at Gamstop, these casinos do not share the same license, and the self-exclusion officially isn't applied to all sister casinos, you couldn't be prevented from registering and depositing. However, you could be stopped and prevented from spending more, which the casino did, therefore there isn't any valid reason for asking for a deposit refund.

I understand that this is a very complicated issue, but truly, there is no legal rule that we could use to confront the casino and force it to refund all your deposits.

Unfortunately, there is not much more we could do to support you in this case. Please, do not hesitate to let me know if there is anything else I could help you with, otherwise, I will be forced to reject this complaint.

I was told that I was blocked from 32Red which is a sister site unibet. A message come up on the screen.

Told I breach there terms and conditions.

I would not have signed up to unibet knowing this would happen.

So if I was to have tride to withdraw winnings they would have refused and returned deposit.

Just seems like a no win for me.

Why only after 4k deposit did I flag up?

32Red sister sites include Unibet, Maria Casino, Casino Houne, Bingo.com and Otto Kasino. 

32Red (32red.com) is operated by 32Red Limited of 401 World Trade Centre, Gibraltar, GX11 1AA.

Mylife, yes, you are correct that they are sister casinos, however, they have a different license, and self-exclusion is not applied to all associated websites. As I already said, the casino didn't have to close your account, therefore you are not entitled to any refunds. The casino closed your account voluntarily because they noticed that you closed an account at another casino, not because they had to. You could easily spend more money.

You would be entitled to a full deposit refund only if:

• You self-excluded from this casino before and the casino would reopen your account, or let you create another one,
• the self-exclusion from one sister casino had to be applied to all sister casinos,
• you were registered at Gamstop,
• these two casinos had the same license which would legally bind them with the set of rules that must be followed in cases like this.

Since none of this is the case here, you were free to create and use an account at this casino, and therefore the casino could close your account whenever for whatever reason. As long as the rest of your balance has been paid out, the casino proceeded correctly and fairly. As I said, there is currently no legal rule that would bind the casino to refund you all your deposits.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.