Win Unique Casino - Player’s winnings were reduced.

Dear wolfram49,

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

I have checked as well the general bonus terms and conditions, and this is what I found (here):

"1.36. Special bonuses (not Welcome or Free Spins) are subject to different terms: 

      i. The wagering requirement is 60X. 

      ii. Maximum Cashout is €2,000."

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

Could you please forward the original emails from the casino to petronela.k@casino.guru?

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

Best regards,

Petronela

ich habe es ihnen per email zugesandt was ich habe

Thank you very much, wolfram49, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) 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.  

Hi wolfram49,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Unique Casino to the conversation to participate in the resolution of this complaint.

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, the complaint will become ‘unresolved’ which may negatively affect its rating.

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’.

Hi wolfram49,

I tried to get in touch with the casino repeatedly but had no success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could 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 to contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. It's not the best licensing authority out there but it has more options and tools to help players. Let me know how they responded (http://www.gaming-curacao.com/). I wish I could be of more help.

Best regards

Peter