The player from Germany had his win split into several installments and every payment was delayed. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.
Win Unique Casino - Player’s withdrawals were delayed.
Black points: 206
Amount: €2,864
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.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello
I have to pay out a total of 2864 euros in real money at uniquecasino.
I could 1500 euro on 11.10. apply for
This payment was rejected with reasons given
then I again on 20.10. 1500 euros to be paid out and this payout was canceled again by the casino
now i can only pay out 100 euros per week
according to the terms of the casino this is not allowed:
point 6.5.
In case a customer has a pending withdrawal, deposit limits and/or withdrawal limits cannot be altered.
I would like to point out that it takes about 1 week for a payment to be processed and then another 1 week waiting time before you can request the next payment.
That means I can only pay out 100 euros every 2 weeks and it would take about 1 year until I paid out all my money to my casino account.
I consider this to be extremely unfair to the player and am therefore filing a complaint
i am fully verified and it is not my first withdrawal from the casino.
Automatic translation:
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1 year ago
Dear wolfram49,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem.
Please let me ask you a few questions, so I can understand the whole situation completely. Could you please advise if the entire amount of €2,864 has been approved by the casino and subsequently split into several installments? Could you please advise how much is the remaining amount to be received?
Additionally, I'd like to warn you that based on your previous complaint we learned already that the casino may not respond at all.
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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1 year ago
Translation
nothing has been approved of the 2864 euros.
I can only request a payout of 100 euros per week and only 1 transaction at most!!!
this would now take 1 year until everything is paid out.
1 week waiting time before the payout is processed and another 1 week waiting time before I can and may apply for a new 100 euro payout
That means I can only pay out 100 euros every 2 weeks, which takes 1 year to complete before I have paid out the full amount of 2864 euros.
before that i could apply for 1500 euros per week.
this withdrawal limit was simply reduced to 100 euros while I had a pending withdrawal of 1500 euros.
That means the pending payout of 1500 euros was simply canceled and I can now only apply for a payout of 100 euros per week
that's not all, the casino violates its own terms and conditions:
In case a customer has a pending withdrawal (in my case 1500 euro was pending) deposit limits and/or withdrawal limits cannot be altered.
Automatic translation:
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1 year ago
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.
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1 year ago
Hi wolfram49,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Unique Casino to the conversation to participate in the resolution of this complaint.
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1 year 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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1 year ago
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 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 replied (peter.m@casino.guru). I wish I could be of more help.
Best regards
Peter
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