The player from Sweden encountered an issue where their balance unexpectedly dropped by 200 SEK after attempting to cash out 600 SEK. After noticing that this deduction occurred following a bonus spin, the player contacted customer support for clarification but suspected they might not receive a satisfactory response. The Complaints Team reached out for additional information and requested relevant documentation to assist with the investigation. However, due to the player's lack of response, the complaint was ultimately rejected.
Unibet Casino SE - Player reports suspicious deduction from account balance.
Amount: 200 kr
Unibet Casino SE
Safety Index:Very highSafety Index
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9.2
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 months ago
Public
Public
3 months ago
Translation
I was playing on Unibet and made a deposit of 340, not much but it worked. I played for a while and felt that Sweet Bonanza was a bit rewarding, so I bought the bonus for 200 SEK. I won a little over double that, somewhere over 400, and later spun a bonus that gave me 25x, bringing my total to over 700. Considering I don't have much money left currently, I thought about withdrawing, but decided to play a bit more. My phone started dying and needed to be charged. While playing with normal spins, my balance fluctuated and I decided to cash out 600. But before reaching that point, I suddenly got another bonus, which made me happy. My friend who was watching said I'm really lucky, although I didn't win anything substantial, around 44 SEK, which was almost expected with two other decent spins. I can't complain about everything 😂. However, after a few spins, my balance suddenly dropped by 200 SEK. Since I was planning to cash out at 600, this seemed odd. I checked everywhere to see if someone logged in or if any withdrawals were made, but there was nothing. I looked at the history and saw it said -200 on the last bonus I spun in? I wrote an email asking why they deducted it. I didn't buy a second bonus, so now I'm waiting for their response, although I can almost guarantee they'll make something up. My friend and I can confirm I didn't buy it, and if so, the amount should have been deducted immediately, not later. It's so manipulative, indeed. They've probably ensured it looks as good as possible, so nothing will get through. It's the last time my friend and I will play there anyway. I also want the world to know something suspicious is happening there.
Automatic translation:
Public
Public
3 months ago
Dear tuominenmarcus,
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.
- Could you please post a screenshot of your bonus history and transaction history here in this thread?
- How much money do you currently have in your casino account? Have you already requested a withdrawal of the remaining amount?
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.
Thank you very much in advance for your reply.
Best regards,
Kristina
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
