Unibet Casino - Player’s requesting a full refund.

Hi there,

Over a year ago, my account with Unibet was closed due to multiple accounts, mainly because I opened accounts while I was still a minor back in 2017 and begin 2018. When I turned 18, I created a legitimate account with my real date of birth and my real details, as I didn’t want to give them any reason to confiscate any winnings back then. Part 1 of my complaint is that I was able to play as a minor.

The reason my account was closed wasn’t because their security found out about it. It’s because I started chatting with them saying I don’t ever want to play with Unibet again because I can’t handle myself and am getting addicted to gambling. They then closed my "legitimate" account, and fortunately I wasn’t able to login my account again so I couldn’t play which was a good thing. I could focus on other things again.

A period after that, the urge to start gambling started creeping up again. I was used to playing with Unibet so I contacted a friend of mine and was able to deposit over €25K in the last year to his account, using my own banking account with my own name, which was linked to my own closed Unibet account, and I was able to withdraw the funds to his banking account, registered under his name.

I contacted Unibet about this issue, but every time I jump in the chat I get the same answer. They are looking into it. I will hear more when there’s more information. The information never comes. Me playing as a minor is already known by Unibet for over a year. They don’t do anything to fix it. I’m sick and tired of waiting.

Unibet doesn’t make sure that (self-)excluded players can’t play at Unibet again. They didn’t verify the used payment methods as they should stated by MGA, because if they did, they would find out that the funds were being deposited by an excluded player which shouldn’t be possible. This is not only bad for me as a player, but also for the sake of being unable to launder money or funding terrorism.

Because my personal details - including my banking account - were all known by Unibet, my conclusion is that their security needs to be stepping up in order to prevent (self-)excluded players to be able to play again with a friends account. I think it’s publicly known that addicts will find ways to play. They should verify every payment method. MGA clearly states so. This is a dangerous issue that needs to be solved.

I’m looking for a financial compensation for the profit they made on me as a minor and for the profit they made on me as an excluded player. I also want them to step their game up because errors like these can cause money laundering and funding terrorism which is really dangerous.

Casino Guru, can you help me to solve this issue for once and for all. I don’t want to step to MGA.

Kindest regards,

KJ

Dear kqpublic,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving this issue, but, before we do so, could you please forward any relevant communication and supporting evidence to petronela.k@casino.guru?

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

Hi Petronela,

Thanks for the quick review. Above the complaint you wrote: "The player from Netherlands is claiming a full refund as he was able to register an account as minor and later being able to reopen the same account after applied self-exclusion."

This is not the case. I think this is a miscommunication. I self-excluded myself on my own account which I created as an adult because of my gambling addiction - I told them I was addicted and didn’t want to play anymore. I then also told them that I have multiple accounts because I already played as a minor.

Their security system doesn’t work properly, as I was able to deposit over €25K from my own banking account in another players account, and play again. Their security should’ve verified the payment method that was used and detect that someone else deposits the funds. The banking account I used to deposit was also known by Unibet as I used it in the past on my personal account.

The fact that Unibet doesn’t verify payment methods is dangerous for multiple reasons:

1. Self-excluded players can just call up a friend and start playing again on their account whenever they like to.
2. Criminals are able to deposit funds to Unibet with any banking account they would liked, for instance if they hacked one, they can just deposit the funds to a random Unibet account, cash it out to a completely different banking account, and Unibet wouldn’t even know about this. This can cause money laundering and funding terrorism. MGA states that every casino should verify the payment methods. This didn’t happen which causes an addict being able to just "happily" start playing again.

I contacted them multiple times regarding the accounts I created while I was a minor, but haven’t heard anything from them. First time I contacted them about my complain was March 2020.

My complaint is about the following 2 issues:

1. The funds I’ve lost as a minor.
2. The funds I’ve lost because they didn’t verify the payment methods and I was able to lose a large amount while depositing with my own banking account on a friends Unibet account. They should’ve verified the payment method as MGA states.

I don’t have any other information, all the information is in the chat. I already sent you a prove of how much money I was able to deposit @ Unibet in a period of over a year.

EDIT: There’s more information, but it’s in the chat. Unibet doesn’t send chat transcripts, otherwise I would’ve send you those

This is unacceptable.

Thank you, kqpublic, thank you very much for your reply. I do apologize for the misunderstanding; I corrected the complaint summary. Could you please clarify what credentials you have used to open accounts as minor? Have you provided any personal documents to verify your accounts at that time? 

Hi Petronela,

I have used multiple credentials at that time. Can I e-mail you the credentials? I don’t want to put my personal information here, such as my e-mailadress’.

Yes please, go ahead.

Dave: (My name), all we are asking for is little more patience whilst our procedures are being completed and then you will be updated as soon as possible 

Name: A little patience??????

Name: Do you know when my first complain was????

Name: March two thousand and twenty

Name: 14 months ago

Name: How dare you ask me for a little patience?

(Name): I've been patient enough don't you think?

Dave: i really do wish there was more I could do for you at this time, but there are not further updates yet for you, I understand that this is very frustrating for you, but we are just going round in circles now, I do hope that you receive an update soon. I will now proceed to close the chat and wish you a good day. Please kindly wait to be updated by email 

Then he just closed chat. This is very disrespectful. Unibet doesn't take individuals seriously.

Have you provided any personal documents to verify your accounts at that time? 

Dear kqpublic,

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.

The player can reopen this complaint anytime.