Win Unique Casino - Player’s account has been blocked.

Casino closed my account because of "breach in the terms and conditions" as the agent in chat explained but there was no detailed explanation. I would like to know what happened.

Dear Osra,

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 advise how long ago you have registered your account and if you’ve completed the account verification successfully? Have you received any successful withdrawals from this casino in the past? Was your account verified previously?

If there’s any relevant communication, please forward it 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

I registered my account about one year ago and had a couple of successful withdrawals. Casino did not provide me additional information, so I don't understand that decision.

Thank you very much, Osra, for providing all the necessary information. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Osra!

I will take care of your complaint from now on. I would like to invite representatives of Unique Casino into this complaint in order to provide us with an explanation of the case and help us resolve the issue.

We would like to ask Unique 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’, which will have negative impact on the casino's rating.

Dear Martin,

Unfortunatly Osra's account was closed due to a breach in our terms and conditions, where he created multiple account and was cheating the system and as stated in our terms and conditions that we will close any duplicate accounts and if we find mulishness of the system.

Best Regards

Jenifer Wilson

Dear Jenifer and Unique Casino,

I would like to ask you to provide us with all the evidence of the aforementioned facts to my email address. You can reach me on: 'martin.d@casino.guru'.

Dear Martin,

I will do so asap.

Best Regards

Jenifer Wilson

Dear Jenifer,

Thank you for providing us with the requested information. We will carefully examine everything that was received. Please allow us a few days before we will be able to submit next reply.

We were not able to conclude this case from what we have received, therefore we requested additional information from Jenifer and Unique Casino.

We would like to ask Unique Casino to reply to this complaint or provide us with the requested information. 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’, which will have negative impact on the casino's rating.

Dear Osra,

I would like to inform you that we received some supporting evidence from the casino, however we are still in need to ask additional questions regarding this case, please allows us a few more days until we will be able to come with any conclusion.

Ok, I am waiting.

Dear Jenifer and Unique Casino,

I have not received any reply for my last email. Please note, that I am still awaiting your response, which is essential for us to proceed with this case.

Dear Osra,

Please, accept my apologies for the time duration the investigation takes, however, there is still some information we are missing to complete the examination of all the facts. We are still in contact with Jenifer from Unique Casino, after we gather all the necessary information, I will be informing you as soon as possible.

Dear Jenifer and Unique Casino,

I have not received any reply for my last email. I would like to point out that there were numerous documents forwarded to us, however so far they were not sufficient in bringing us onto any insight of any reason to block the player's account. Please advise, in case no relevant evidence will be provided, we will be forced to close this complaint as 'unresolved'.

We would like to ask Unique Casino to reply to this complaint. We are extending the timer by 10 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have negative impact on the casino's rating.

Dear Osra,

The casino has provided us with a number of information and documents regarding your case suggesting that there was some kind of irregular activity with your account, however after careful examination of the documents, we concluded they were insufficient to prove us anything. Since the casino does not respond to this case anymore, we have no other choice than to close this complaint as 'unresolved'. 

As the casino is licensed by Gaming Curacao licensing authority, I'd like to suggest an option to raise the complaint with this authority. In case of any information needed, please contact me via my email address: martin.d@casino.guru.

I am very sorry, that we were not able to help you more. The casino can reopen this complaint at any time.