The player from Germany had her account blocked without further explanation. Unfortunately, there was no response from the casino regarding this issue so the complaint was closed as 'unresolved'.
Win Unique Casino - Player’s account has been blocked.
Black points: 125
Amount: €500
Win Unique Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
2.1
Win Unique Casino has a Safety Index of 2.1, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
2 years ago
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2 years ago
Translation
I won 500 euros at Unique Casino, gave 100 euros for payout, so the screenshot only says 400 euros and now they are not paying out my money but have blocked my accounts...if you write to them by email you get no answer from them and if If you write to them in the chat, they say I have to wait for the email and if you continue to write, they don't answer anymore...I want my money, that's a rip-off what they do. I played normally and won and they pull something like that.I have Accidentally made a complaint to Vulkan Vegas, I made a mistake with Vegas plus, the complaint from Vulkan Vegas can be deleted, I only have the problem with unique casino and Vegas plus.
Automatic translation:
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2 years ago
Dear Angie136,
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 registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)? Were your winnings accumulated with or without an active bonus, please?
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
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2 years ago
Translation
I registered on 08/17/2020 and the account verification was also successfully completed. I played slots Sun of Egypt 2 and 3 . I made my win without an active bonus.
Automatic translation:
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2 years ago
Thank you very much, Angie136, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Unique Casino to ignore us in our attempts to mediate any kind of issue. Regardless of several unresolved complaints marked "No Reaction Policy" we keep on trying.
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2 years ago
Hello Angie136,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Unique Casino to join the conversation and participate in the resolution of this complaint.
Dear Unique Casino,
Can you please explain why the player's account has been blocked?
Kind regards,
Adam
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2 years ago
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.
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2 years ago
Dear Angie136,
There has been no response from the casino so far. I have now also attempted to contact the casino via Skype and so will extend the timer one last time with the hope that we can get your complaint resolved.
In the meantime, please let me know if there are any developments.
Kind regards,
Adam
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2 years ago
Dear Angie136,
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 Gaming Curacao Authority (info@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know how they responded (adam.m@casino.guru).
I am sorry I could not be of more help on this occasion.
Best regards,
Adam Maclean
