Win Unique Casino - Player’s deposit has never been credited to her casino account.

I enclose a picture of my amount which has been deposited in the account at

unique but which has not come to my account there.

they have asked for so many prints but stick to it

May 3 on the bank statement from my bank etc. And it was May 2 I

should have had them in the account ..

I have tried to explain them and included explanations that in my bank they are not endorsed on the same day but only on the day they are

paid to the casino ,, value day, but they will not understand.

I have asked them to look at my history and compare previous deposits

with printouts from the bank, because then they can see it there.

they will not listen to it at all, so therefore I ask you for help

Dear Anna,

Thank you very much for submitting your complaint and forwarding all the screenshots. I’m sorry to hear about the issue.

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider as you did already. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

Could you please advise if you contacted your bank already? Ideally, they should be part of the investigation. Could you please forward a single screenshot of the payment receipt to petronela.k@casino.guru?

As I mentioned earlier, if the deposit hasn’t been credited to your account, the casino has its hands tied as only the sender can track the transaction, not the beneficiary.

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

Best regards,

Petronela

I have submitted papers on it many times but have been rejected by you ... it is underlined in red

Yes the transaction shown is

as It is about and there were several options to transfer to where it referred

which I used was one of the options but the money

just never got on to my gaming account

Dear Anna,

Could you please advise when, before this transaction, was the last time you have deposited funds into your casino account? Thank you very much.

Same day. I deposited more money that day and that was it

this one who did not move on

with best regards

Anna L *** P ***

Could you please highlight on your bank statement which other transactions have been made into your Unique Casino account that day? Thank you very much in advance.

Send me an email address I can not access your sent link

petronela.k@casino.guru

You have sent me documents previously.

Additional comments from the player:

"I can not open your link but here I send a letter"

Dear Anna,

I haven't received any attachments with your last email. Please do not send anything to no-reply-complaints@casino.guru, my email address is petronela.k@casino.guru.

Additional comments from the player:

Dear Kaffepige,

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.

There are 3 in total the same day ..

the one I have not received in my account is

3.5. Giftcardhill at DKK 1,576.53.

there are 2 more on the same account statement and same day .. these 2 are credited to my account and it is

3.5. Gift card champs of 1,970.60 dk

and 3.5. Giftcardchamper on. 157.70 dk

Sincerely

anna L *** P ***

Yes, that's right ... I did not get the red one. I am just sending a picture of payments to unique on 22.4. 21. They have all been deposited in my gaming account and as you can see it is also to giftcardhill where the mentioned amount d 3.5 was also paid to but which was not

move on

with best regards

anna l *** p ***

Could you please forward a screenshot of your casino account cashier history? I would like to compare it with your bank statement. Thank you very much in advance.

I can not, unfortunately… unique has deleted me so I can not get in there… they write that they can not admit players from my region

unfortunately

I have checked the general terms and conditions, and this is what I found:

https://www.unique-club.online/en/:

"2.3 In any event, we do not accept players from any country that prohibit gambling, including without limitations, the following countries: Afghanistan, Algeria, American Samoa, Angola, Australia, Azerbaijan, Bahrain, Bangladesh, Bhutan, Botswana, Bulgaria, Cameroon, Chad, Curacao, Ethiopia, Georgia, Guinea, Hungary, India, Indonesia, Iran, Iraq, Israel, Ivory Coast, Jordan, Kuwait, Lebanon, Liberia, Malaysia, Malta, Moldova, Morocco, Niger, Nigeria, Pakistan, Philippines, Qatar, Russia, Samoa, Seychelles, Slovenia, Somalia, South Georgia, Sudan, Suriname, Syria, Tajikistan, Tanzania, Turkmenistan, Uganda, Ukraine, United Arab Emirates, United Kingdom, United States of America, Vietnam, Yemen, Zambia, Zimbabwe. We may change the above list at our discretion."

"21. RESTRICTION FOR NETENT GAMES

The following territories are restricted for NetEnt games: Afghanistan, Albania, Algeria, Angola, Australia, Cambodia, Czech Republic, Ecuador, Guyana, Hong Kong, Indonesia, Israel, Kuwait, Lao, Myanmar, Namibia, Nicaragua, North Korea, Iran, Iraq, Pakistan, Panama, Papua New Guinea, Philippines, Singapore, South Korea, Sudan, Syria, Taiwan, Uganda, Yemen, Zimbabwe, Belgium, Bulgaria, Canada, Denmark, Estonia, France, Italy, Mexico, Portugal, Romania, Spain, United States of America and the United Kingdom."

Denmark is listed as a restricted country for NetEnt games only. Are you sure that your account has been blocked due to a country restriction? Looking forward to hearing from you.

No, it's not, I've paid in successfully later than the one that was missing, so it's just because they. Will not have to give them to me

I am sorry, but I'm afraid I don't understand completely. Was your account blocked or it's still accessible? You stated previously that you have received a notification from the casino that they no longer accept players from your region. Could you please forward the relevant communication to petronela.k@casino.guru? Thank you very much in advance.

Dear Kaffepige,

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.

Thank you very much, Kaffepige, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej 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.

Thanks for the help. Thank you

Dear Anna,

I’m sorry to hear about your negative experience. I will try my best to resolve the issue.

I would like to invite Unique Casino to join this conversation and participate in the resolution of this complaint.

It sounds really good. I have tried but they just wrote back that they did not understand what I was writing to them

Hi Kaffepige and Andrej,

I am sorry to hear about your experience at Unique Casino.

After careful investigation we found that on the 3rd of May 2021 you made a total of 4 deposits each totaling to €15 that were declined (shown below), and in the processors backoffice it shows that you canceled the deposit and none of the transactions were processed .

That does not come to 1576.53 Kroner.

Thank you

Jenifer W***

Yes there are some who are rejected by the bank but not this one. It's withdrawn from my account.

Thank you, Unique Casino, for your reply. Could you also please clarify why Kaffepige is not able to access her gaming account?

Dear Kaffepige,

Could you please advise if you have tried contacting your bank in regards to the missing deposit?

The bank can not help me as the amount of 1576.53 has been raised to unique and approved by me so therefore I had to apply for the money

at unique to which they were transferred.

I would offer unique that they open my account and deposit

the amount on it. I want to play then

for them and if I lose, they will get the money in a real way, but will

in return have a confirmation to you that if I win they will pay out all the winnings to me…

thanks for the help

Hi Andrej,

I will be happy to open Kaffepige's account.

Kaffepige please go to the chat and ask for Candice she will be more than happy to help you open your account.

Best Regards

Jenifer W***

If they transfer mine 1576.53

to my account I would like it back but do not understand that they have closed it.

it must be because they will try to avoid paying me that money back

mvh Anna L *** P ***

Dear Unique Casino,

There’s evidence showing the disputed deposit of 1576.53 Kroner was in fact made on May 3, 2021 and that the transfer was successful. Therefore, I’d like to kindly ask you to investigate the situation more thoroughly.

That's a great answer from you to unique. They should have no doubt at all that they should deposit the amount for me

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’.

No Andrej. That can not be right. You write to me that if I do not respond within 7 days I have lost the case. It must be the same for the casino unique that if they do not respond within 7 days they have lost the case and have to pay me my money otherwise they will

blacklisted. It's too easy for them because if they do not answer they win every time. That's not OK.

I have tried to open my account again as they wrote to you that I could but they will not

Dear Kaffepige,

Apparently, there was a misunderstanding or a translation error. In my previous reply, I warned the casino representative that if they don’t respond in the provided time frame, we would close this complaint in your favor. I hope this clarifies things.

Yes, that's OK. That's how it must be. Thank you

Hi Kaffepige and Andrej,

Andrej we are still looking into this case as we do not have any records of the money being charged they were all cancelled by the player, i will be more than happy to get back to you next week with an answer from the investigation.

Kaffepige did you go to the chat and ask for Candice? as i have just asked her and she is still waiting for you to ask for her.

Best Regards

Jenifer W***

the amount in question is DKK.

1573.56 has not been canceled by me. It is approved in my bank and sent to them.

I have the impression that they have no overview and sense of

deposits and withdrawals.I try

again to have my account opened with them. Mvh Anna L *** P ***

Thank you, Unique Casino representative, for your reply. I’m setting the timer for 7 days. We’ll wait for further updates from you.

Dear Kaffepige,

I’d like to kindly ask you to contact the live chat, as instructed by the casino representative.

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’.

I hope the unresolved is that I get my money back. I've asked to be transferred to this Candice, but they will not. Most recently I wrote an email to her but she does not respond.

they say I can set up an account with Ma Change

I have not canceled anything at all. That is a lie and can not get into the account

with best regards

Dear Kaffepige,

Closing a complaint in your favor, meaning the complaint would be marked as ‘unresolved’ would affect the casino’s reputation, but it wouldn’t necessarily mean you would receive your funds back, unfortunately.

I do not know what to answer to this other than that I will be very disappointed not to receive my money back. I have come up with a great offer for them I thought they could put them in my account them and open it. Then I will play for them and if I lose, they will get them again

Sorry I forgot something.

if they do not pay me somehow then I will warn everyone on Facebook and Instagram. There I will write about them every day for 14 days and warn other players

you are very welcome to write to them

Yours sincerely

anna l *** p ***

Dear Kaffepige,

Unfortunately, as we have not received the requested information from the casino, I cannot continue resolving your complaint and I’m forced to close it as ‘unresolved’.

I’m sorry I couldn't be of more help, but closing this complaint as unresolved will at least negatively influence the casino's rating and other players can read about your experience in our review.

Anyhow, I can assure you that the time you’ve invested in this thread won’t be wasted as before filing an official complaint with the Licensing Authority, you need to reach out to an independent negotiator, which you did. I strongly suggest contacting the casino’s Licensing Authority (Curacao eGaming).

Please let me know if you decide to contact the Licensing Authority and/or our assistance is needed. My e-mail address is andrej.p@casino.guru.

The casino can reopen this complaint anytime.

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties reach a fair conclusion.

Hi Andrej. I'm very grateful that you will take up the matter again. I can not get that picture of my bank statement sent, I do not know why. Will you not send me an email that I can send it on.

when there is orange on the account statement, it means that the amount has been deducted from the account and

the day after, the value day, the amount is black and that means that

the amount is sent to the customer,

with best regards

AnnaL *** P ***

Thank you, Kaffepige, for your reply. You can send the information to my e-mail andrej.p@casino.guru.

Thank you, Kaffepige, for providing the requested information via e-mail. Could you please advise if you have tried contacting your payment provider/bank directly in regards to the disputed transaction?

Yes I have but they can not help with a refund,

as the amount is withdrawn and approved by me

Thank you, Kaffepige, for the reply. Unfortunately, if your deposit was not credited to your gaming account and you have been told by the bank that it’s not possible to recover the transaction, then the only recommendation from our side is to contact this independent website – https://mychargeback.com/. This company will try to negotiate with the bank and arrange a chargeback up till 90 days since the transaction. Unfortunately, there is one catch. If you choose this way, you might experience difficulties with other casinos in the future. However, I still believe it’s worth trying.

Then I probably misinformed you,

the amount was sent from the bank to

Unique casino but not wagered on

my gaming account so they are received by Unique. They can not be withdrawn by the bank when I approved the payment to Unique and as you can see the amount is sent father the bank to them

with best regards

Anna L *** P ***

v

Dear Kaffepige,

International bank transfers are usually passed through intermediary banks, therefore, there’s a chance that the transaction got lost along the way and never reached the casino’s bank account.

If your bank is unable to confirm that the payment reached the casino’s bank account, I would still recommend using the service, but please be aware that since it’s been more than 90 days since the payment was made, they might not be able to help.

Please let me know if you decide to use the service.

I will contact the bank again and ask if they can give me a confirmation

that the amount is sent to unique

Sincerely

Anna L *** P ***

Thank you, Kaffepige, for your cooperation. Please keep us informed. I’m setting the timer for 7 days.

Hi Andrej… .I have sent a receipt from the bank. They have sent me a receipt that the amount has been sent to Unique. I have sent it to your mail. Adr. I sent it again today…

thanks for the help

Sincerely. anna Lise

Thank you, Kaffepige, for providing the requested information via e-mail. I apologize for my delayed response.

We are currently waiting for a response to an e-mail sent to Unique Casino.

I’m afraid that in case the casino refuses to pay you the disputed amount, we will have to close this complaint as ‘Unresolved – Uncertain Case’.

However, I still recommend you use the service I mentioned earlier.

As I have not yet received a reply to my last e-mail sent to the casino representative, I’m extending the timer for 7 days.

Dear Kaffepige,

Unfortunately, the casino refused to change its position in this case.

As we have received contradictory evidence from both parties and have not reached a satisfactory conclusion in this case, this complaint will be marked as ‘Unresolved - Uncertain case’.

Kaffepige, please let me know if you have any questions or if there’s any news regarding the issue. My e-mail address is andrej.p@casino.guru.

I'm sorry we were not able to help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We will try our best to help.