Win Unique Casino - Player’s withdrawal limit reduced against terms.

About a month and a bit ago, I won the amount of €51,500, which I was very happy about. However, the unexpected surprise was that, as a Silver VIP, I can only withdraw €1,500 weekly in increments of €1,500. Their terms and conditions state that if I want to make an additional withdrawal, a fee of €60 per €1,500 will be charged. This wasn't a problem for me, as they would take €2,000 for a single withdrawal, and everything would be fine. I started to withdraw, and I have made three weekly withdrawals so far. To my surprise, they denied a withdrawal of €1,500 and limited it to €500, which is clearly a violation of their own terms and conditions. What can I do to reinstate the original limit? And how can I make sure to withdraw every 7 days since the 7 days they mention start counting when the withdrawal is approved, extending the time to 10 days or more...

Hello txedy69,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Win Unique Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about? Did they explain the lowering of the withdrawal limit?

Looking forward to your answer.

Regards,

Nick

Good afternoon man, thank you very much for your attention. Yes, I have the account correctly verified from the beginning, and they have made several payments to me. I can tell you that the last time I spoke with him was yesterday, both in chat and in email, they always answer the truth, and at the moment they are making the transfers even though they are not complying with their own rules. Closed in band. They don't even let me make extra withdrawals as stated in their rules by paying

Hello txedy69,

Can you please forward any kind of communication between you and the casino regarding this matter to nikolas.b@casino.guru?

If I have many emails, it is true that now the conditions for deposits and withdrawals have changed, I am constantly aware of that, but what we are dealing with in this matter remains the same, I believe that in my opinion they have gone too far, I asked them repeatedly Sometimes the claim form and they told me through the chat that they did not have it, I am going to formally request it by email and I will forward it to you. I also connect to the computer and send you all the emails. By sending you the last answer they all go in a cascade. Thank you so much

Hello txedy69,

Is your VIP status still silver? Is it somewhere visible within your casino account? If yes, can you please provide a screenshot of it?

Hello, yes, this last withdrawal of €500 has been approved for 4 days and they do not transfer the money, they are delaying more and more, and as a solution to file a complaint in court? I'll send you a screenshot of the status, I need 75% to be gold, let's say according to the points 50%

Hello txedy69,

According to the casino's terms and conditions, the withdrawal limit for your VIP status should be 1500€ weekly. Based on that, your complaint will be now forwarded to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on

Hello txedy69,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to see if I can help.

We would like to invite Win Unique Casino to join the conversation.

Dear Win Unique Casino,

I understand that your policies indicate that withdrawal limits may be modified according to the Customer's VIP status. Nevertheless, the existing withdrawal limit of just €500 per week imposed on the player appears unjust, as it lacks a clear rationale. I respectfully request that you reevaluate this limit and authorize payments in the standard weekly amount of €1,500, which corresponds to the player's Silver VIP level.

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.

I have a bigger and more serious problem with, let's call them, scoundrels, they just closed my account for asking for what is mine. My surprise was that when I entered my account it showed a balance of 0.13ctm and when I contacted the casino, it tells me that the rest has been played, how? When? Where? I didn't even enter the account. When I tried to solve it amicably and later ask for a complaint form since to operate in Spain you must have it by law, I find that they close my account by threat. Threat that, if I am asking them for what is required by law. So I think or ask for information if I put it in the judicial knowledge? of the authorities of Spain even if they do not return what is mine can I get them to stop operating in my country? And so they do not deceive more people? Even if I have to spend every last cent I have. Is it viable?

I am attaching a notice from Apple, the most secure system in the world, warning me that my account has been leaked and that they have therefore left it exposed so that the profits revert to the casino. What a coincidence that they have all gone back to them... By the way, I don't believe in coincidences... I have been scammed and I want them to pay.

Dear txedy69,

I completely empathize with your frustration regarding the current situation. As of now, I have not received any communication from the casino team. I will persist in my attempts to contact them; however, I must acknowledge the possibility that they may not respond at all. Win Unique Casino was not very cooperative with us in addressing player complaints as can be seen in the many unresolved complaints that have persisted over time.

As you can see, Win Unique Casino has a far from good rating at us, and although they accept players from Spain, they previously held a license issued by Gaming Curaçao (GC) Authority; however, due to recent modifications in the licensing regulations in Curaçao, we were unable to verify the current status of this license, and therefore, we cannot ascertain whether the casino remains licensed. If you feel you want to take your complaint further, you can still try to contact the authority (you can find more information on how to do that here: Licensing Authority – Gaming Curaçao | Casino Guru (casinoguru-en.com). Please let me know how they responded at michal.k@casino.guru

Sadly, our ability to help is very limited without the casino's cooperation. I hope to have some better news for you in the near future when the casino responds to my messages.

I will keep you informed step by step. I am on vacation and for them the money from this scam may mean a lot, but if I have to spend it to sink them, believe me, I will spend it. I will keep you informed, my friend. Thank you very much.

Let's see, something similar is happening to me with 20 winbet, it asks me all the time to present a card that is digital and I am presenting the certificate from the bank, signed and sealed and so on and the digital card. As you well know, it does not have a name, it does not contain the name, nothing, so I have already presented everything, everything it has and it keeps asking me, it keeps asking me, it keeps asking me and I have €5000 to withdraw and they do not let me, how can I proceed? I open a new complaint because it seems to me only to me

Dear txedy69,

I have received a response from the casino team:

Hello Michal,

Hope you are doing well.

I am writing to you today regarding txedy69's claim on Casino Guru.

After winning his first substantial amount of around €50,000 in June, he understandably stopped playing and began requesting withdrawals. He successfully withdrew €1,500 three times, but then the system reduced his withdrawal limit to €500 due to his decreased activity. Although he was understandably frustrated with the new limit, he eventually accepted it and continued to withdraw funds, managing to withdraw €500 three more times.

On August 16th, possibly to boost his activity and increase his withdrawal limit, he began playing with his remaining balance again. Unfortunately, luck was not on his side this time, and he lost his balance. Following this, he claimed that his account had been hacked and that he wasn't the one placing the bets. While I understand his frustration, the tech team investigated and found no unusual activity on his account. Additionally, the balance wasn’t simply removed (which isn’t possible); rather, the bets were placed and processed by the system. If he had won more at the time, I doubt we would be having this discussion.

While I completely understand your frustration with the lower withdrawal limits, if you chose to use your funds for further gameplay and unfortunately lost them, there is, unfortunately, nothing that can be done. I have requested additional information and evidence from the casino team, but if the details mentioned above are confirmed, we won't be able to take any further action.

After winning his first substantial amount of around €50,000 in June, he understandably stopped playing and started requesting withdrawals. He successfully withdrew €1,500 three times, but the system then reduced his withdrawal limit to €500 due to his lower activity. Although he was understandably frustrated with the new limit, he eventually accepted it and continued withdrawing funds, managing to withdraw €500 three more times.

In light of this, I have to say that they are scammers, since their terms and conditions do not say anything about reducing withdrawals. Frustrated is not the word. Then, as you say, I accepted and contacted you. Why do you say that I was able to withdraw because they were lengthening the withdrawals more and more? I suppose that is why I was not able to withdraw because it would take me years to collect it, something I will never understand.

On August 16th, possibly to increase his activity and increase his withdrawal limit, he started playing again with the remaining balance. Unfortunately, luck was not on his side this time and he lost his balance. After this, he claimed that his account had been hacked and that he was not the one placing the bets. While I understand his frustration, the technical team investigated and found no unusual activity on his account. Furthermore, the balance was not simply deleted (which is not possible); rather, the bets were placed and processed by the system. If he had won more at that point, I doubt we would be having this discussion.

And regarding this I must tell you that at no time did I want to increase my activity, because if they had the upper hand, they did what they wanted, they made unilateral decisions when they thought it was appropriate, they set the dates and times, they reject the withdrawals that correspond to you and lower them to what they think is convenient, I have emails that say that I did not intend to spend anything, not one euro, and as I was seeing the tricks of these gentlemen, precisely so that there was activity in the account every 15-20 days I deposited so that they could not say that the account had not had activity, because who tells me that they do not change the conditions without notice, instead of three months to close the account due to inactivity they put 15 or 7 days as they usually do, as they command. I know that this situation has already happened on some occasion, I do not know if the complaint reached you or if it was posted on other forums. I also find the phrase that it is to increase the activity very unfriendly or impolite…. If I want to increase the activity, I will play 500-600 euros every so often, not forty thousand euros in a few days, I don't know how long it was played because they closed my account and I didn't look at the history, nor do I know what game it was bet on. It's that when I entered there was 0.13 cents, and a pending withdrawal of €500, which I suppose they didn't notice to cancel it and transfer it to the casino in whatever way, manipulating the account so that all the money, that's all. It doesn't make sense for me to spend all my winnings when once the first 2 withdrawals have been transferred to my account, I'm not in a hurry for the money, it's the same to me if it's in my casino account or in the bank account,

In short, I have been deceived and I am not the first, and you will see that I am not the last.

By the way, they started treating me badly and messing things up when I finally decided to put the case in the hands of experts. What a coincidence, right? I didn't have time, and no one in charge contacted me as I asked. And finally, in order to operate in Spain, the complaint forms must be made available to the client by law. I always received silence the 3 or 5 times I asked for them. I have an easy and simple question: for these cases, the casino does not have any type of insurance so as not to harm its client, or is it that it cannot give the corresponding report because the situation is not very clear.

(by the way, and I don't believe in coincidences, I tell you this because maybe my trick wasn't to play fair, or it wasn't entirely ethical, I knew that that night I would have some prize although I didn't expect so much, the casinos or the machines of the same capture the way in which you play, I personally don't have a gambling addiction, but one crazy night it got out of hand and I spent too much in the casino, I read, read and read, because I needed to get my money back. And what they do in these cases is repeat your pattern, giving you small prizes so that you get the feeling that you win, they give you more or less what you are losing, it turns out that they do this to get the maximum benefit. Because they know that you are going to spend your money and what they give you. I'll pass on the conversation with my VIP agent that we had that afternoon hours before winning the prize so that you can judge for yourself, tell me as a professional your opinion if you want to my email so as not to do it in public, I put the emails in another message and if I can't, I'll send them to your email.

Dear txedy69,  

I would like to offer you a brief update. I am currently in continuous dialogue with the Win Unique Casino team. I have obtained certain information and evidence that challenges some of your assertions; however, the entire situation remains somewhat unclear. I have requested additional information in the hope of gaining a clearer understanding of the matter. I will provide you with an update at the earliest convenience.

Pidelos por favor la ip de donde se jugo que yo hace varios dias q lo solicite y sigo esperando. Asi como el numero de licencia y una hoja de reclamaciones. Presenté reclamación también la autoridad de Curazao. te adjunto el texto que me han puesto.:

Dear Sir / Madam, 

Curaçao eGaming ("CEG") has received a message via its online complaint platform (the "Platform"). Unfortunately, the message does not relate to a website (winuniquecasino.com) that is operated by a CEG-licensed operator (the "Operator"). Your message has therefore been dismissed. A response of the said dismissal has only been sent to the email address from which the original message has been received. As the Operator was not notified, you are encouraged to resend your message directly to the Operator, as CEG shall not be able to assist you in this matter.

This concludes the communication in this matter, which CEG now considers closed.

Best regards,

Curaçao eGaming | ADR Department

Dear txedy69,

I have not yet received a reply to my most recent email from the casino team; therefore, I am unable to provide any specific information at this time.

When it comes to the license information and the complaint form, as I have informed you Win Unique Casino previously held a license issued by Gaming Curaçao (GC) Authority; however, due to recent modifications in the licensing regulations in Curaçao, we were unable to verify the current status of this license, and therefore, we cannot ascertain whether the casino remains licensed. You can still try to contact the authority (you can find more information on how to do that here: Licensing Authority – Gaming Curaçao | Casino Guru (casinoguru-en.com).

You have contacted the wrong Curaçao Authority, as Curaçao eGaming ("CEG") is a separate company. Anyway as of August 18th 2024, the licensing authority Gaming Curaçao (Gaming services Provider N.V.) has ceased all operations. This is a result of the recent changes and restructuring within the Curaçao jurisdiction. I'm afraid at the moment there is no gaming authority to turn to.

You are right that most likely all casinos in Spain provide an official complaint form. However, since Win Unique Casino operates as an international entity and does not possess a Spanish license, its internal complaint procedures may differ. Typically, for most offshore licensed casinos, the standard approach involves attempting to resolve any issues through their customer support. If this does not yield satisfactory results, individuals may seek assistance on complaint forums such as ours. It is important to note that these casinos are not legally obligated to engage in this process. While Casino Guru is recognized as a reputable authority within the industry, and we always try our best to help find a solution for any complaint our capacity to assist is not without limitations. Upon receiving responses to my latest inquiries along with the necessary documentation, I aim to clarify the circumstances and, if feasible, propose a potential resolution to your complaint.

Dear txedy69,

I have just been informed by my colleagues that Win Unique Casino does have a "new" license. As all the previous Curaçao licensing Authorities will soon or later cease operation all casinos that used to hold a license from them have to get a new license from either the Curaçao Gaming Control Board (GCB) or other licensing authorities from other countries.

The Gaming Control Board is now the only body with the authority to issue new Curaçao licenses. Any operators previously licensed according to the old legislation were invited to register themselves on the GCB online portal to be considered for the new license and had until April 30th, 2024 to do so. This is the "good" news. The not-so-good news is there is currently no formal process for registering a dispute with the GCB. It is stated on the website that GCB does not handle complaints yet, but aims to have a procedure for this in place in the near future.

It may still be beneficial to fill out the contact form as they might review your situation, although there is no assurance of a response.

And if I put it in the hands of the Spanish authorities?

Dear txedy69,

After a careful review of the evidence provided by the casino, I am afraid I am no longer able to pursue this case. While I understand that if you were able to withdraw your winnings at the limit of 1500 euros per calendar week, this entire situation would most likely not happen, but it is essential to understand that the higher withdrawal limit is available only under certain circumstances. As it's stated in the casino's T&C, you have accepted it when you registered your casino account.

6.5. The minimum amount for a withdrawal is currently 100 Euros. Winnings may currently be withdrawn up to 1500 Euros per calendar week, except for VIP Bronze and VIP Chrome be up to 500 Euros per calendar week. You can make up to 4 withdrawals a calendar month without charge. Each additional withdrawal transaction shall be charged a 60 Euro fee. We may change the above minimum amounts from time to time at our discretion. In case a customer has a pending withdrawal, deposit limits and/or withdrawal limits cannot be altered.

Should the criteria for retaining your VIP status not be met, the casino team is unfortunately within their rights to reduce the withdrawal limit. I'm not saying this is a fair approach, and we already penalized the casino with black points for this not-really-fair rule. Nevertheless, the casino has included this information in their terms and conditions, and players are informed about this option.

Anyway, the key aspect of your complaint revolves around the unexpected "vanishing" of your winnings.

After a careful review of the information and evidence we could gather access to your casino account on August 16th when your balance was depleted by normal fair play occurred from a device matching the same operating system, same browser, cookie, and the same or similar Spanish IPs as was detected previously. Given that there was normal login activity with no failed login attempts, no password change request, or any other activity that might be suspicious and that only you should have legitimate access to your account, it is understandable that the casino system may have assumed this activity to be conducted by you. It is the player's responsibility to maintain the confidentiality of their login details and to establish a secure password.

It's important to understand that once the correct username and password are entered for login, any actions initiated on the account are presumed to be authorized by the player (you). As mentioned above by the casino team, the luck was simply not on your side this time and you lost your balance.

Unfortunately, after gathering all the necessary information and evidence, we are forced to reject this complaint as there is no evidence indicating any wrongdoing on the part of the casino in this situation.

While I understand that the outcome of your complaint may not have met your expectations; however, due to the reasons outlined above, we are unable to provide additional assistance in this matter. You have the right to disagree with our decision and may consider escalating your complaint to the Unique Casino licensing authority or the Spanish police if you wish to pursue this further, however, I'm uncertain if they would be able to help you. Feel free to let me know how they responded at michal.k@casino.guru

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 and we will try our best to help.

Best regards,

Michal

Casino Guru