Unibet Casino UK - Registered Gamstop Player's complaint against Unibet.

Hi there,

Please consider my case against unibet where I feel wrong done by them.

I am a gamstop registered player, I was somehow able to set up an account with unibet, deposit and play even though I’m gamstop registered. I had told the operators on the live chat a few times that I was on gamstop and yet had no suspension or banned account, i signed up to gamstop for a reason and that was to get my life back. I ended up spending £3000 at unibet over a time length of a month. I am banned from there sister site red 32 as they new I was on gamstop yet unibet allowed to to play. They say my address was wrong the number was 17 instead of 11 yet they had my drivers licence and bank statements to prove my identity and my address so how was it verified surely a non matching address would be a red flag no? I strongly believe that unibet have not only showed a massive lack of duty of care but also they are meant to be big on responsible gambling and have aloud this to happen. I fully understand that I should never have tried to sign up but they were sending my emails constantly with signing up offers, and the reason I took the step to register with gamstop is to make it so I’m not able to gamble. I’m a mental health sufferer and take medication daily for it, this has made my mental state way worse and put me in financial hardship.

thanks for your time

Dear 8radiators,

Thank you for submitting your complaint, and I'm sorry to hear about the issue you're facing. In the past, we have handled GAMSTOP-related cases, but we have received guidance suggesting that it is best for players to directly contact GAMSTOP. Regrettably, we are not privy to the specific procedures and methods GAMSTOP employs to verify eligibility for refunds among registered users. While we have our own self-exclusion procedures, GAMSTOP operates independently and employs its own set of criteria, which we are not acquainted with. Consequently, it is beyond our ability to assess such cases.

Moreover, please be aware that the entire group of Unibet Casinos has decided not to publicly address any of our open cases, and they recommend that all users directly contact their Help Center. We acknowledge that this may not be an ideal situation, and we wish we could provide more assistance. However, we respect the Casino's decision to handle complaints internally rather than publicly, given the strict GDPR restrictions.

I recommend reaching out to the Help Center directly. If there are any further developments regarding your case in the future, please don't hesitate to contact me at petronela.k@casino.guru, and I will update this thread accordingly. Once again, I wish we could offer more assistance.

Kindly inform me of your preferred course of action.

Best regards,

Petronela

Dear 8radiators,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.