Unibet Casino UK - The player's account got blocked.

Unibet has suspended my account because of comments made regarding their platform (RTP much much lower than what they are saying).

After the comments left yesterday (on their webchat) I found my account suspended (today) and I cannot log in to my account and withdraw my funds.

Get in touch with them, over the phone and via webchat, and they said:

This is a notification that your Unibet account has been suspended, which means you are currently unable to log in, deposit or play.

We've suspended your account while we carry out some routine checks. We are unable to give you any more information about this at the moment. We will get back to you as soon as we have updates / more info about your account.

Also, another email from them:

Thank you for your recent contact.

We are sorry to hear you have not enjoyed your experience on our Casino.

Please note that your worrying comments have highlighted Safer Gambling issues and so your account has been suspended, pending review from our Safer Gambling department.

The information requested is being compiled and will be sent as soon as possible.

Thanks for your understanding.

Dear Bogdan,

Thank you for your recent email.

Your account is currently suspended pending review.

There is no time frame at the moment.

We will contact you as soon as there is an update.

Please do not hesitate to contact me if I can be of any further assistance.

Kind regards,

Jose

What can I do? As I want to withdraw my funds and then I will not use their site anymore. Honestly, is the worst one.

Thank you,

Bogdan

Hello bogdanturcas,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Unibet Casino UK. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? What is your current balance on your casino account? Was it generated from real money or bonus money? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi Nick,

Thank you for your reply.

My account was verified 2-3 weeks ago.

All the funds were from real money.

Last time spoken with them it was with 2 days ago, when I received a response shocked me:

- they withdraw my funds (£250), money received yesterday)

- they said "is better to keep my account closed" - my account was suspended

- also I had a few bets opened, which I couldn't follow and check them, also to cash out them

- at that moment, when I realised my account was suspended, I was playing and I was disconnected in the time of a kind of free spin (Valley of the God's) when I had over £200 (those funds didn't said nothing about or pay me)

This is the way of how they are dealing.

I asked explanation of this, but they didn't bother to respond.

Regards,

Bogdan

Thank you bogdanturcas for all the information. I will now forward your complaint to my colleague Adam who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello bogdanturcas,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Unibet Casino UK to join the conversation and participate in the resolution of this complaint.

Dear Unibet Casino UK,

Could you please provide further information regarding the reasons for blocking the player's account?

Kind regards,

Adam

Hello bogdanturcas,

I have made contact with the casino via Skype and I am currently awaiting further information. I will extend the timer to allow for this.

Please do let me know if there are any developments in the meantime.

Kind regards,

Adam

Hi Adam,

Thank you for your response.

No further communication from Unibet 🙁

They just close my account, from suspended.... because this casino is just a hit and run company.

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’.

They will not respond.

No sure why this company is having that rating.

Is the worst one.

Dear bogdanturcas,

You previously stated that you received your funds (£250), can you please clarify the amount in your account balance when it was closed? Were the funds you received the same amount that you had previously deposited?

Kind regards,

Adam

Hi Adam,

The moment when my account was suspended, it was during a spin (a kind of free spin, which paid me - until then- over £130).

Also, I did have a few sports bets opened (possible cash out) which also they didn't bother to clarify about it (at that point, my wish was to cash out my open bets, as I had one which has nearly £350 to cash out) - I couldn't because they didn't allow me to log in anymore in my account.

Regarding the deposits, always they were exactly the amount deposited by me, so no complaints about this.

They pay me £258 but honestly, I don't know why this amount, as I believe it was less than I should have (my funds + funds from the special spin - Valley of the Gods)

Also, it seems this company is a hit and run because they were happy to get my money.

I'm intending to claim all my deposits back, as this company refuses my right to have a chance to recover my funds, playing and winning.

So in conclusion, I do NOT recommend this casino to anyone. Much better to play to the others.

Regards,

Bogdan

Hello bogdanturcas,

I have since made contact with the casino via Skype again but they are having trouble locating your details in their system. Can you please confirm the username and e-mail address you used to register at the casino and also which country you have registered from?

Kind regards,

Adam

Hello bogdanturcas,

That's Ok, thank you for confirming the information. For future reference, any post you send here can be made private at your request. Can you also confirm the country of registration please?

Kind regards,

Adam

Hi Adam,

In UK.

Thank you,

Bogdan

Dear Bogdan,

The casino has stated via Skype that they have already provided you with a final response and the relevant next steps to take the complaint further by contacting the alternative dispute resolution service.

It seems that they will not share any further information with us, so I recommend that you contact the relevant ADR service here: https://ecogra.org/forms/adr-dispute-step-1 and submit a complaint to them.

Please let me know when you have done so and we will temporarily close this complaint with the status "waiting for the regulator's decision" while the ADR investigates and draws a conclusion.

Once the outcome is known, we will reopen this complaint and proceed accordingly.

Kind regards,

Adam

Dear Bogdan,

Please respond to my previous post.

I am extending the timer for 7 days. Please be aware that if we do not hear from you within the set timeframe, this complaint will be rejected.

Kind regards,

Adam

Dear Bogdan,

As we have heard nothing further from you, the complaint will now be rejected as previously mentioned. It can be reopened at any time.

Kind regards,

Adam