Unlim Casino - Player’s winnings have been confiscated.

Hello, on 03.11.2023 i have deposited 80$ with bonus code, have met all wagering requirements. Then made withdrawal request, passed verification, but they canceled all my winnings, claiming that i have another account. But it is the only account i have.

Dear adinurtop,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

• We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address?
• Have you received any withdrawals from this casino in the past?
• Was your account previously verified?

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

Hello Petronela!

I think there is no chances, that somebody created account using my email, data, or internet connection.

I had not received any withdrawals from this casino

I verified my account as they requested during withdrawal process.

Thank you very much, adinurtop, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi adinurtop,

I've just reviewed your case and am sorry to hear about your struggles with the confiscation of your funds. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Unlim Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify on which basis you accused the player of creating multiple accounts?

In case of any supporting evidence, feel free to to send it to my email natalia.b@casino.guru.

I'm looking forward to hearing from you.

Kind regards,

Natalia

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’ which may negatively affect its rating.

Dear adinurtop,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia

We’ve reopened this complaint at the request of Unlim Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

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’ which may negatively affect its rating.

Hello.

The casino representative contacted me and asked for some extra time because he is traveling at the moment. I am extending the timer by 7 days. I am very sorry for the delays, but during the holidays it might happen.

Unfortunately, the casino representative didn't respond within the given time frame. Therefore, I must once again close this complaint as unresolved. I hope that the casino representative will address the case when able to respond.