Unlimit Casino - Player’s requesting a deposit refund.

This casino (www.unlimitcasino.com) is a sister casino of Mount Gold, Refuel, Amok etc. I have previously self-excluded myself from Mount Gold due to a gaming problem but I have been able to play at the other casinos.

The casino noticed from my source of wealth that I am in fact not able to afford gambling but still accepted it on the 16th or 17th of may. They told me that my behavior raises red flags and I am being monitored but still let me play. After this I have made 2618 euros worth of deposits on Unlimit alone, I have withdrawn a 1000 played it over on Refuel. My account was told to raise red flags on Refuel too, still they allowed me to play and lose.

I would like at least some of my deposits refunded as this is not good behavior. They tell me I am overall a winning player, but these losses have happened after clear signs I have a gambling problem which has been in the knowledge of the casino group.

Dear Joel,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the Responsible gambilng section, and this is what I found (the most important statements):

"...

If you want to block yourself from ever playing at Unlimit Casino again or would like us to prevent you from ever opening an account, don't hesitate to get in touch with live chat or email support@unlimitcasino.com. 

If self-exclude from Unlimit Casino, it will apply to this brand only. If you have an account at any of our sister brands, we recommend you self-exclude from them too.

You can contact live chat or email us to arrange self-exclusion across multiple brands. 

If you have self-excluded from Unlimit Casino and have accounts at other gambling operators, we recommend you self-exclude from those sites too.

..."

Unfortunately, there’s not written that all your accounts in other casinos of the same owner will be blocked or self-excluded automatically. Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites.

Could you please advise if you have requested a self-exclusion from Unlimit Casino directly? Have you requested self-exclusion from the whole brand as the Responsible gambling section suggests?

Looking forward to hearing from you.

Best regards,

Kristina

Dear Kristina,

thank you for your response. I have requested exclusion from Unlimit later and now I am excluded from the whole platform. Before this occurence I was allowed to reopen my Mount Gold account because I ’answered questions correctly’. As any problem gambler would, I mies about my gambling problem. The casino has now denied my refund because of this fact and deny to mention the fact that my account was being monitored and source of wealth initially declined but they let me play anyway.

Thank you for your reply, Joel. Do I understand correctly that your Unlimit Casino account has been blocked?

Moreover, I would like to ask you to please keep it one casino per complaint. If you are experiencing issues with another casino, please submit a new complaint.

yes,

I later requested this and they complied. However,

I am requesting a refund from the time my source of wealth got rejected and it was deemed I do not have the resources to gamble. After this I was allowed to gamble 2612 euros in total. After the initial Declination of the SOW documents the casino accepted them and allowed me to gamble even though they stated that they monitored me for gambling addiction and deemed that my SOW isn’t enough.

a little bit later I closed my account successfully and brought these claim to their knowledge but they fail to acknowledge the full process.

best regards,

joel

Joel, could you please forward me all self-exclusion requests you sent to this group of casinos?

If there is any other relevant communication that would help us proceed with this case, please, forward it as well. My email address is kristina.s@casino.guru. Thank you in advance.

Dear Joel,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.