The player from Italy has been trying to withdraw his winnings for a few weeks. He submitted all the required documents and the casino claims, his withdrawal has been processed. The casino was not able to respond to this complaint and we were forced to close it as 'unresolved'. After some time we reopened the complaint per the player's request. Although it took a long time, the player was able to receive his winnings and the complaint is solved.
Win Unique Casino - Player’s withdrawal has been delayed.
Amount: €200
Win Unique Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
Unique casino is a scam casino, but a reliable site! You will already realize that something is not right, when you go to pay any amount to be able to play, in fact you will be withdrawn the money corresponding to your deposit (but the equivalent in rubie) from Chinese sites such as this FTP..mobilees 🤔ho "Won" 200 euros in October and still today, December 5, 2020, despite 16 (and I say 16 !!!) Required documents among which I mention the selfie with the credit card !! And bills etc etc even today I have not seen a penny of the win! Weeks ago he was given the Swift code with which in theory I should have finally received the payment but nothing !! Furthermore, when I contact them through the customer service in chat, and through the email, they always tell me the same thing, and that is that the payment has been made, or that they have returned the money and that within 5 days I would have the payment on the account but nothing !! I also used 2 credit cards on this site for various payments etc before winning and both cards were blocked by my bank for attempted fraud that would have been made from AMERICA !!!!!!! I repeat that the only site where I have used these cards to date was only on their site !! Attention to this site !! After 2 months I decided to report the whole affair as much as possible !! And pay attention to the cards because they will try to withdraw small amounts from foreign accounts as happened to me and you will not be able to do anything but block and request a new card from your bank !!
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3 years ago
Dear Giuseppe,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Do I understand correctly that you managed to pass the KYC verification? Do you have any confirmation from the casino? Have you ever made a successful withdrawal before?
If there is any other relevant communication between you and the casino, that wasn’t included in the attachments, please, forward it to kristina.s@casino.guru.
Looking forward to hearing from you.
Best regards,
Kristina
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3 years ago
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Good morning Kristina
I tried in multiple chat sessions but the problem was not solved. They ask me to send them a card statement to prove to them that I have not received the sum of 200 euros. I contacted my bank which tells me instead to ask these casino gentlemen for the CRO number, which would prove and allow me to view the wire transfer they say they successfully sent in November. I remember that this amount never reached my bank account, and therefore the only alternative would be to go along with them (despite the problems related to blocked cards) and have my bank give me this statement. Besides they have another problem related to my email .. practically I receive their emails on the address I used to subscribe to their site, but when I reply to the emails, this address "changes", in the sense that a period is added in the by means of the writing of my email address and despite having explained several times that it is still the same email address, I cannot find a meeting point to solve the problem. Of course this will be the last time I will play on their site but I would like at least to recover these 200 euros.
This is my first time trying to withdraw money from this casino (I have never successfully withdrawn from their casino)
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3 years ago
Giuseppe, when exactly did you send the bank statement to the casino, please?
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3 years ago
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I have not yet sent the statement but at this point I will request it from the bank.
My cards are prepaid and the statement is sent to me quarterly..but the most recent statement that I can download from the bank app dates back to March 2020
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3 years ago
Giuseppe, yes, please, request it and send it to the casino as soon as possible. Casinos require this type of document to make sure, that you really haven't receive anything from them, so they can start an investigation.
Please, let us know if there is anything new regarding this case.
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3 years ago
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Hello again, I contacted my bank and they replied that they cannot give me the bank statement because I have a prepaid card and as such it is not possible to request that type of document. I can only print the movement list of the card by inserting it in any ATM. in any case, tomorrow morning I have an appointment at the bank to look for a solution.
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3 years ago
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Hello Kristina, I went to the bank and they replied that they cannot give me that document because I have a prepaid credit card and as such it does not provide that type of document. Alternatively, they released the COMPLETE movement list that I emailed to the casino. Of course I am waiting for their reply via email but I also contacted them via chat and what they say would be okay now. However for me it will be "all right" only when I have received the sum in my bank account.
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3 years ago
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Hello, I contacted the casino again in chat and they told me they want this damn statement at all costs, although I explained to them in every way that my bank CANNOT provide me with this document because it is not included in the prepaid cards. I said that to remedy the problem, I still provided him with a document provided by the bank where ALL the incoming and outgoing items of that credit card are present including the data relating to that credit card (numbers etc) but there is no been towards !! Without the bank statement they do not send me these damned 200 euros which, as shown in any case by the document I provided them, I NEVER received in my bank account. I also contacted by phone another operator who read the e-mail and provided the document to the financial department but did not get too "out of balance"! He just told me that the document will be examined!
I have played in other casinos like superlines for example and I can say that I have NEVER had these problems !! experience nothing short of negative !! But I hope that my case is of help to those who want to try in any case to play in this casino that I strongly NOT RECOMMEND !! Money NEVER ARRIVED, they asked me for the beauty of 16 documents including selfies, photos of credit cards including one made just a few months ago, NEVER USED except in that casino and now blocked together with the previous credit card, both blocked for attempted fraud or cloning !! You do !!
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3 years ago
Thank you very much Giuseppe for your updates. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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3 years ago
Hello Giuseppe!
From now on, I will try my best to help you. I would like to invite Unique Casino into this conversation to shed some light on this situation.
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3 years ago
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Hi Martin
You are welcome to invite unique casino to this conversation in the hope that it will resolve itself soon.
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3 years ago
We would like to ask the Unique Casino to reply to this complaint. We are extending the timer by 10 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have negative impact on the casino's rating.
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3 years ago
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Hi Martin
I am also contacting the casino in chat and a little while ago they replied that they are still waiting for a response from their "financial service" for approval and sending the sum I still remember, it is 200 euros.
They told me to wait until next week for an answer from them !!
That said, I still hope my experience serves as a warning to anyone else who wants to play in this casino.
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3 years ago
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Hi Martin, I contacted the casino a little while ago and this was their answer !! After more than 2 weeks of "taking charge" they answered me like this !! I can also attach the document here to prove to EVERYONE that I have NOT received any payment from that casino (among other things there is also one of the Chinese entries they use to withdraw money from your bank account as that is the casino! !)
In any case, in summary, the document I sent him, that is the complete list of the movements on the card in which I had to receive the payment, currently blocked due to attempted fraud or cloning on their part and only on their part because I had owned that card for a few months and NEVER used anywhere except in their casino !! , The document was not accepted because they want the bank statement which my bank CANNOT give me as it is not provided for that type of card which is a prepaid! So I will probably never see the money but I hope that anyone who reads this will think twice if not 3000 before playing in this casino THIEF AND HYPOCRITE !!
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3 years ago
Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.
I sincerely hope you won’t come across a problem like this again.
The casino can reopen this complaint anytime.
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3 years ago
We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.
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3 years ago
Hello Giuseppe!
Thank you for updating us on the situation.
I will set the timer for 7 days, so you can update us what is happening with the case.
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3 years ago
Hi Giuseppe and Martin,
I am sorry to hear about the miscommunication and your experience at Unique Casino.
However you did confirm via chat on January 16th 2021 that you received the funds "I saw the funds!! They have indeed arrived!" and "I called the bank and they arrived on November 12th but they were stopped as that card is no longer active and They were moved to the iban of my active card on January 15th and arrived yesterday".
Can you please confirm here that you have received the funds?
Looking forward to hearing from you and closing this case.
Best Regards
Jenifer Wilson
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3 years ago
Dear Giuseppe,
Please, could you comment on Jenifer's entry, what the situation looks like from your end?
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3 years ago
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Yes Jennifer I confirm what you wrote in the previous message!
I received the sum on those dates.
However, this does not compromise my experience on your casino site, also because on the same dates, I contacted the casino in chat and on your phone number and was told that without the statement, "it was useless to continue the conversation. "
I sent the movement list that was not accepted by your financial service, I replied to the email where you said you had sent the money in November and where you said "that everything was fine because according to your financial service the transaction was successful "
I found out about the credit only after days and in any case not thanks to your customer service who kept saying that without the bank statement "nothing could be done"
In conclusion, it is true, I have received the money in my account, but this does not compromise my evaluation and my review which I hope will be useful for all those who will go to play in your casino.
Let's not forget that I tried to contact you in this chat and you never replied to my messages.
It's easy to answer now that the omelette has already been done.
For any other information or screenshots regarding the issue that has finally ended (after months), do not hesitate to contact me.
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3 years ago
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I would like to add, that the whole situation was resolved only after the reply email in which I pointed out that the Swift code you used was wrong and it was not the same that I had provided you (and this already says it all !!)
When I reported the error in the chat I was told that without a bank statement you could not do anything or continue the conversation.
So I still believe your casino is unreliable.
Had it not been so, the matter would have been resolved much earlier.
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3 years ago
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I don't know where you get this information which is all wrong !!
Unlike you I have the screenshots I took from the chats I had with your casino with the specific dates and all the documents that prove what I say !!
Now I'm going to start posting all the documents and screenshots that show that everything you say about dates and everything else is wrong !!
First of all, until 12 January 2021, YOU in chat as per the screen that I am attaching, you have not accepted the document with the movements list that I had from my bank and which is in effect an official document!
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3 years ago
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The transfer was redone only AFTER that date and that is AFTER January 12, 2021 !!
As proof of what I am saying, here is another screenshot of the chat I had with your customer service on January 16, 2021
PS small additional information, I KNOW that the date is the exact one even from your own chat system as when you scroll through the different chats you had on the site (yours), the exact dates of when the chat took place appears !!
I am attaching the photo of the chat that took place on 16/01/2021 where I notified your casino of the payment on 15 January 2021 
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3 years ago
Hello Giuseppe!
I would like you to confirm, did you received your original disputed amount?
Please, to support your claim on the security threat of your cards, if you have any evidence, please forward it to my email. You can reach me on: 'martin.d@casino.guru'.
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3 years ago
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Yes Martin, I received the amount on January 15th 2021 and NOT in November as the casino lady wrote in the previous message !!
As for the evidence on the cloning of my cards by the casino, I will send all the material to your mail as soon as possible.
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3 years ago
Hello Giuseppe!
I did not received anything from you. Are there any updates with your situation? In case you will not respond in another 7 days, we will close this complaint as 'resolved' since the original disputed amount was paid to you.
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3 years ago
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Hi Martin
Yes, you can also close the case as "solved" as I received the requested sum, even if months late !!
As for the evidence, I should make a complaint to the carabinieri, then go to the bank to request the data of the transactions that led to the blocking of the 2 credit cards used only and exclusively in that casino at that time and nowhere else!
However, I remember that one of the 2 credit cards, I had requested to my bank in September 2020 and used ONLY 1 TIME in that casino !! The card was blocked in October, at the same time I used it in their casino with a deposit of 10 euros even though I was charged 12 euros in the card from a certain mobilees that is connected with this casino. documentable from the list of movements I got from the bank to try to recover the 200 euros.
The movements list includes ALL the incoming and outgoing movements that there were on that card that I repeat, I only used in their casino and that I had just requested only 1 month before !!
In conclusion, you can also close the case as "solved" but in any case I strongly advise against playing in this casino, for the whole situation concerning the cards and for the whole situation concerning the payment after months.
I add another detail .. the cards were both blocked for cloning "randomly" in the same period in which I started sending the documents to the casino in order to receive the 200 euros !!
Of course if they have something to say about it, I will not fail as always, in providing ALL the evidence you need!
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3 years ago
Dear Giuseppe,
Thank you for your reply, and i am happy you received the funds.
If you do have any proof of the cloning i would like to see it as i have not heard anything about this and would be happy to look into it for both sides.
Best Regards
Jenifer Wilson
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3 years ago
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good evening. The proof of the cloning of my credit cards has my bank that has arranged to block the cards but if it is your concern to see them there is no problem!
In the meantime, he could begin to explain to us why when any player in your casino reloads their gaming account any amount, this amount is debited from the player's credit card but before being charged, it must be converted from rubies (foreign currency). in euros and the player who has paid for example 10 euros finds himself in the account a charge of 12 euros on fictitious accounts such as mobilees but which are connected to your casino.
Of all the deposit operations that I have made on your casino, all the operations on my credit cards always had these items as a reference.
Could you explain to everyone, why going to pay money into your gaming account instead of having the voice reported as in any other Italian casino, you will find yourself charged for the same amount requested at the casino but with 2 or 3 euros more and moreover. towards fictitious names like this mobilees ?!
Indeed, could you explain to us what connection is there between this mobile and your casino?!
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3 years ago
Dear Giuseppe,
Thank you for your reply, and i yes i would like to see the proof your bank has of cloning so i can investigate this further.
On the other hand when it comes to paying fees in charges our processing company charges a small fee on the exchange rate of charges outside of Europe.
And when our processing company charges our players and it shows up on the statement as a mobile company that is because a lot of players do not want to see the word "casino" on thier staements for personal reasons.
Best Regards
Jenifer Wilson
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3 years ago
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Perfect! I will contact the bank and as soon as possible I will provide you with all the evidence that led to the bank 2 times, in the same period (coincidentally) in which I was sharing with your casino and I repeat, very importantly, ONLY with your casino, front photo / back of credit cards that after less than a week were blocked by my bank, selfies with identity document, and all other documents (there are a total of 16!) required in order to start the payment of the 200 euros.
As you can see, if it had been only one card, I could have thought of a case but even 2 !!
The second card, that is the one that ends with 0503, I only used it after the various problems related to card 3723 as shown by the emails that you have surely already read.
The card ending in 0503, I requested it from my bank in September, never used except once in your casino with a deposit of 10 euros initially, to then provide the data including the front / back photos as you requested, in order to use that card in your casino and receive 200 money on that card's iban. I just had time to enter the documents in your casino (the photos of the cards in question !!) And immediately after not even a week passes, I find myself the same cards just mentioned, all 2 blocked !! Within a week of each other !!
Naturally in both cases, my bank contacted me by phone and asked me if it was I who was trying to withdraw from America?!?!?! .
At that point I answered no, and thus the blocking of the card for cloning or scam started, due to an attempt by a third party, to withdraw from my cards in question.
These are the facts, to which I can respond through the emails and chats that I had with you in that exact period.
I will ask my bank for the exact movements that led to the blocking of the cards and I will be resented.
At the moment I can only say that if only one card was in the same period, it could have been a coincidence, but 2 !! Well you tell me !!
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3 years ago
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Excuse me I did not write an important detail well.
The card ending in 0503, as I was saying in the previous comment, I requested it from my bank in September 2020.
In October 2020 I started to pay into your casino from the card ending with 3723 until I "won" the 200 euros again in October 2020.
Then the problems began related to the card ending with 3723 (again in October 2020) and relative blocking of the same card by my bank for attempted cloning or scam due to an attempt by a third party (from America) to withdraw a sum of money from my credit card but promptly intercepted and blocked by my bank.
Also in October 2020, I reported the blocking of the card in question first in chat to your department, and then via email while I was still waiting for the problem related to the required documents to be solved (photo front-back of the card !!)
Again in October 2020 I also tried to use the card that ends with 0503, a card that I had requested from my bank not even a month before but that card was also blocked after providing YOU with the same documents requested (photo on the front and back of the card) and was blocked for the exact same motion for which the other card ending in 3723 was blocked in the same period.
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3 years ago
Hello Giuseppe!
I would like to ask you if you are going to communicate with the casino beyond this complaint's thread regarding the issue with your cards? Since you received your withdrawal and already stated, that this case can be closed, I would like confirm one more time, whether our help reached it's potential and we can close this complaint as 'resolved'?
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3 years ago
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Hi Martin
I am not going to continue this discussion yet.
For me you can safely close the case as "solved"
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3 years ago
Thank you for your confirmation Giuseppe!
As the main issue has been solved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
