Unibet Casino SE - Player’s attempt to self-exclude from the casino permanently has been overlooked.

Hi,

I have an email from 2019 saying my account is closed and cannot be reopened because of a gambling problem.

Despite this i have been able to acces my account and loose money on the casino after that.

I asked for my transactions after 2019 i have deposited 46537,19 SEK

and withdrawn 32097,78 SEK.

I contacted the casino about this 14 days ago and still havnt recieved an answer other than "relevant department is looking in to this". Wich just feels like a standard answer to delay as much as possible.

When i asked for my transactions since 2019, without mentioning anything about a refund, it took them only 2 days to send it to me. So its not like it takes time to get the data.

Dear Kottig,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for the self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?

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,

Unfortunately i do not have my request. But i have the answer from unibet wich states " Your account has been closed due to safety measure of responsible gambling, your account will not be able to be reopened and you will not be able to play with us anymore"

I sent this email to you🙂

Thank you, Kottig, for the forwarded email. Could you please advise when you were able to access the casino again? Was it through the old account or you registered a new one?

Hi,

Neither i would say. Since they have a swedish license i sign in thrue my personalnumber(identification number) wich was the same as original account signed up thrue email.

The first transaction after the email about my account being locked is from 25/10-2019

So your first account was blocked back in 2019. When you accessed the website again, please?

Hi, it was blocked before that. In 2019 i asked to open the account and was reassured it wasnt possible because of my gambling problems that led to me blocking it. I was assured it would never be reopened.

Yet i could a couple of months later

I apologize, Kottig, but we regret to inform you that we cannot assist you with your request. As it has been more than four years since the initial request was made, and there is no saved record of the email, we are unable to proceed with an investigation. This is considered a "cold case", and our policy dictates that we cannot pursue issues that occurred over a year ago. The gathering of evidence and construction of a timeline would be extremely challenging, if not impossible. Thank you for your understanding.