Win Unique Casino - The player's balance was voided.

Nun, leider ist das Casino bereit, mir insgesamt 300 € aus meinem mehr als 3.000 € Preispool zu geben.  Ehrlich gesagt verstehe ich überhaupt nicht, was ich hätte tun sollen, weil mir jeder Sachbearbeiter immer etwas anderes erzählt hat.  Letztes Mal sagte ein VIP-Manager, er würde meine gesamten Gewinne abräumen und dass ich mit diesem Geld vielleicht nur zum Spaß weiterlaufen würde.  Ich habe insgesamt 300 € und 10 verschiedene Antworten auf eine einfache Frage bekommen, was ich tun muss, um an mein Geld zu kommen.

Hello Laszlo ,

Thank you very much for submitting a complaint and I'm really sorry to hear about your issue with Unique Casino.

Please allow me to ask you a few more question before we would move forward.

Could you please advise how did you accumulate your winnings - did you use real money or a bonus too? Did you already receive the 300€? How much did you deposit into the casino in total?

Note that we find the term mentioned in the e-mail unfair as the player's winnings should not be limited by the deposited amount. In case you used a bonus, the bonus terms apply but otherwise we believe that you should receive your full winnings.

Looking forward to your answer and I hope we will be able to help you out.

Regards,

Nick

Dear Laszlo,

We haven't hear from you in a while. Please note that the complaint will be rejected if we won't get any respond within the next 7 days.

Regards,

Nick

vergib mir! aber ich erhalte keine Benachrichtigung, wenn sie mir antworten. also was soll ich tun?

Dear Laszlo,

The notification should arrive on your e-mail address which you used to register here. Please try to answer to all my previous question so we can move forward in resolving your issue.

Regards,

Nick

willkommen! Ich habe den Bonus nicht genutzt. Ich habe insgesamt 15 € eingezahlt und dann 3.000 € gewonnen. Ja, die 300 € wurden bezahlt und dann wurde das restliche Geld von meinem Konto abgebucht. aber ich habe Beweise für alles.

Thank you Laszlo for all the information. As I mentioned above, we find the withdrawal limit based on your total deposit unfair and we believe that this terms shouldn't be enforced by the casino. I will now forward your complaint to my colleague Peter who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hallo. In ordnung,vielen dank für die hilfe.

Hi Laszlo,

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.

oke. Danke!

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.

Hi Laszlo,

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 replied (peter.m@casino.guru). I wish I could be of more help.

Best regards

Peter