Unibet Casino - Player's account has been suspended preventing withdrawal.

Hello,

My unibet account is suspended and I can't withdraw my money even log in.Through the chat I got that type of information. (attached below) They stole my money.

A few days ago I got message that I should send selfie with my ID card from both sides and utility bill photo. I send them everything and now I get that kind of message. I got about 4000PLN it's a lot of money. I did everything right.

Dear kowalskiantoni38,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Unibet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer)
• Did you achieve your current balance with or without an active bonus? 

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,

Tomas

I am a client of casino from near a year. Verification process started on 3rd August (Thursday) and my account was blocked yesterday (9th August).

I played casino, live games and pre-events.

My current balance was achieved without any bonus. I only get start bonus which I lost long time ago.

Thanks for your reply.

Could you please explain what are pre-events in this context? Was the message you submitted sent to you via email? Could you please forward the original message to my email at tomas@casino.guru ?

I'll await your message.

I forwarded you the 4 e-mails that I got from the unibet. First message was that I have to verify my account, so I send them all necessary documents. Later they sent me e-mail that my account is frozen, later that is suspended and after all that is closed and that they are taking all my money (4000 PLN). I don't broke any regulation in my opinion.

Hello, anything new?

Thank you very much, kowalskiantoni38, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of Unibet Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Hello, kowalskiantoni38!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

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 kowalskiantoni38,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact the eCOGRA – an alternative dispute resolution service (https://ecogra.org/forms/adr-dispute-step-1), and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players.

The next step would be contacting the MGA Gaming Authority itself (https://www.mga.org.mt/support/online-gaming-support/).

Please let me know how the ADR responds (pavel.k@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Pavel K

Casino Guru Team