UUNSE Casino - Player's account has been closed without explanation.

I did play on Uunse for some time, won quite a lot and I had to validate. However after I uploaded the documents they closed the account without any reason or communication.

I tried joining their Telegram group but they blocked me directly after my message.

Can you please help me out?

Dear rasodjeu,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you are experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify which documents you provided to the casino for verification?

Have you received any email from the casino after your account was closed? Has it been closed permanently, or only temporarily until your documents are checked?

What types of games did you play? Were they slots, live casino, or sports betting?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

Dear Veronika,

Here are my answers to your questions

Could you please specify which documents you provided to the casino for verification?

A photo of my ID, a selfie with my ID and a normal selfie.

Have you received any email from the casino after your account was closed?

No, nothing. Also they aren't responding on my emails, live chat is only available when logged in (what is not possible for me anymore) also they blocked my Telegram after I did ask the question there.

Has it been closed permanently, or only temporarily until your documents are checked?

I think permanently as my account was open when I uploaded the documents. However they aren't giving me any information so I don't know.

What types of games did you play?

Were they slots, live casino, or sports betting?

I played slots, live casino like Big baller. And a bit of sports.

Thanks a lot for helping me out!

Thank you for your reply. Before I transfer the complaint to one of our specialists, please forward me all the communication between you and the casino customer support that could be relevant to the investigation of your case at veronika.f@casino.guru. Thank you for your patience and cooperation.

Also, kindly specify if you played with a bonus.

Thank you for your email. Am I correct in understanding that you tried to reset the 2FA? Was it before your account was closed? Was your 2FA successfully reset before account closure?

No.. that was not the case they did send that as a random message. I have no 2FA issues, I have the 2fa key.

When I replied to that email that I didn't have 2fa issues they never responded.

Thank you very much, rasodjeu, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.

Dear rasodjeu,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

Since UUNSE Casino hasn’t registered their representative account on our platform yet, they can’t respond directly in this thread. However, I’ve reached out to their representative through another channel regarding your issue and am currently awaiting their response. I’ll keep you updated here as soon as I have any news. 

As this is the first complaint we've received regarding UUNSE Casino, and there is no prior record of the casino's cooperation in resolving similar issues, I cannot predict how or if they will respond at this time. However, please rest assured that I will do everything possible to contact the appropriate person at the casino and work towards a satisfactory resolution of your case.

Thank you for your patience and understanding.

Best Regards,

Kubo

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 rasodjeu,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. Since the casino operates without a valid license and does not refer to any ADR service, there is no gaming authority to turn to.

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 casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.

I recommend choosing casinos based on their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best Regards,

Kubo