Unibet Casino - Refusing to cooperate with a self exclusion request, giving misleading infornation

RESOLVED
kim1234 India
posted on August 14, 2015.

i played live casino for several hours continuously and im not control over my playing due to gambling problem and i asked them to withdraw my funds several times through email and also i asked them to self exclude and withdraw all my funds..but they denied..

here i used email service which is most uncomfortable will took several hours for every email to get response when in such serious and emergency situations because the live chat is not working on ipad from starting of my account to till today i told them several times through live from laptop and over phone and also emailed them but no response from them and no one fixed the problem..

UNIBET payment options : You can always withdraw your funds to the bank account or Visa card used to deposit. You'll also have the option to withdraw money to e-wallet accounts such as Skrill and NETELLER.

only payment option available for me : entropay visa card

Before I open account With UNIBET I asked customer support regarding my payment method :

Chat date June 12 2015

Proof : [12:26:50] user: do you accept entroay credit card for deposit and withdraw funds?
[12:28:25] C******: yes, we do :)
[12:38:10] user: and the minimum and maximum limits for deposits and withdrawals for entropay credit card?
[12:38:55] C******: 10.00 to 1000.00
[12:39:21] user: both deposits and withdrawals?
[12:39:34] C******: and wd to the card is Maximum:€ 100,000.

i opened account with them and deposited several times and played and i won big amount when i tried to withdraw they are saying that i cant withdraw through entropay when i asked them to withdraw as i have gambling problem continuously playing for several hours and not control over my playing..

already i have gambling problem and with their information that i cant withdraw through entropay i shocked , depresed and upset and completely ill..and i played and lost funds..

not self excluded when i have gambling problem , misleading information that shocked and depresed me , live chat facility issue not fixed or not even responded ..please imagine how hard for me to use email service in such a serious situations waiting for several hours for every response..

i complained this to their management and they are accepting the mistake and apologsing for the negative experience..

and even after complaining to their management they are giving the same wrong and misleading information..i dont know what is their intention of their management regarding the misleading information even after i broguht to their attention..

1)

date : 18-7-2015


angelica: whay type of payment methods do ypu allow to deposit and withdraw?
angelica: you*
A*****:
card, skrill, neteller, and bank transfer
angelica: thank you for the information
angelica: bye

A*****:
VISA card only for withdrawal though

2 )

date :16-7-2015


ishq: okay do you accept entropay method to deposit and withdraw funds from here?
ishq: entropay visa card?
Z******:
yes

3 )

date : 18-7-2015

chiang lee: and accepta visa cards for bothe deposits and withdrawals?
B**:
That is correct
chiang lee: and the minimum and maximum entropay visa card withdrawals is?
chiang lee: ??
B**: Hold on
chiang lee: okay :)
chiang lee: too long wait
B**:
Minimum is 10 and max 5000

4 )


date: 16-7-2015

ben: what payment methods offfereda to *******?
A*****:
We offer Regular credit / debit card
A*****: neteller
A*****: skrill
A*****:
and bank transfer
ben: for both da deposits and withdrawala?
A******:
VISA cards can only be used for withdrawal if using the card method

THIS informaion BEFORE THE COMPLAINT TO MGA

1 )

Z******: Hi. Welcome to Customer Support! My name is Zinaida. How may I help you today?
abhijit: hiya
abhijit: accept ***** customers?
Z******:
yes
Z******:
you can register on www.unibet.com
abhijit: accepta entropay visa cards to deposit and withdraw funds from here?
Z******:
yes

abhijit: for withdrawals using entropay visa card?
Z******:
the Wd there is a higher limit
Z******: over 1000 Euros
abhijit: great
Z******: up to 100 000 Euros

( 2 )

B**: Hi. Welcome to Customer Support! My name is Bob. How may I help you today?
B**:
Hi Rahul!
rahul: hello
rahul: im from *****
rahul: do you accept ****** players
rahul: ?
B**:
Yes we do
rahul: do you aceept entropay visa card to eposit and withdraw funds from here?
rahul: deposit*
B**:
Yes we do that
rahul: and the deposit and withdrawal limits for entropay visa card?
rahul: min and maximum?
B**:
Deposit:
Min. $10
Max. $1000

Withdraw:
Min. $15
Max. No limit

( 3 )

SCREENSHOT ATTACHMENT TELLING THAT THEY WILL ACCEPT 3D VISA CARD

[08:13:49] user: we can withdraw funds with 3d secured visa card?
[08:14:35] A*****: any visa card option is not avalable unfortunately

as im really

worried because i recommended to my friends and relatives to open account with unibet when i won the big amount..and many of my frineds and relatives only entropay methods is available..

thank you so much sir

posted on August 17, 2015.

Hello,

This is Varun - the UK Affiliate Manager at Unibet. If you can write in with your username to me on [email protected] I can then have a look at your account and try and understand what the issue was.

Cheers,
Varun

kim1234 India
posted on August 17, 2015.

I sent you my username as per your request to [email protected]

kim1234 India
posted on August 17, 2015.

Did you received my email email Varun?

posted on August 17, 2015.

Hello,

After going through the account, I can confirm that Unibet will be refunding the deposits made by the player. They should be credited shortly.

Customer's live chat privileges were restricted following an incident with one of the chat representatives.

Regards,
Varun

kim1234 India
posted on August 17, 2015.

live chat is not working on ipad air from the beginning of my account and i told this on live chat through my laptop and over phone and also through email..and it afftected me when this serious arised with the wrong information of your customer care failure..and my live chat were restricted after the final response from your management..but im asking about the before restricted live chat not fixed and no one responded to it..

kim1234 India
posted on August 17, 2015.

here the issue not regarding my deposits and the issue is regarding the payment methods and mhy winnings and self exclusion..
so there is not meaning if you refund my deposits..
i invested my time , my efforts to win , and also asked to withdraw severa times and even i requested to self exclude and withdraw all my winnings..

posted on August 17, 2015.

Hey kim,

While, I understand your frustration, we are doing the most we can at our end to address the issue.

With regards to the error in communication from the Customer Service team, I believe an apology has been issued and we're working to ensure that such an incidence does not happen again.

From our side, we had sent you a Responsible Gambling email and you were also contacted by an agent. As I mentioned above, there was an error in the information given to you, but rather than wait for the right info in the intervening time was when you were active on the account. That is something that we are unable to control.

Regards,
Varun

kim1234 India
posted on August 17, 2015.

im entrapped with wrong information i only have entropay payment method that they agreed before i open account with them for both withdrawals and deposits..

but i selected entropay because i dont have another payment methods that you offering on your site..

and unibet harassing me to chose one of the options that available to them leaving our agreement before opening account regarding the entropay withdrawal..

and also they are linking this to their wrong information if i dont select one payment method that they offering which i dont have they will not do anything which means its blackmailing that they wont allow to withdraw..

kim1234 India
posted on August 17, 2015.

what email did i received from responsible gambling ?

and also can you please tell me your agent were contacted by your own or i forced them to call me?

i asked them to call me over live chat sveral times continuously requested ..and also i sent them several emails that disconnecting my live chat..i told them that this issue killing me over the phone..and i send them many emails that its very serious
if you want i will copy and paste here the emails

kim1234 India
posted on August 17, 2015.

okay you are apologised for the wrong information and solve all the poblems that arised because of that wrong information..then i can accept your apologises

kim1234 India
posted on August 17, 2015.

im playing from several hours..im not control over my playing..gambling problem..and its emergency situation..live chat not working ( from beginning of my account told over chats and over phone and through emails..no response..not fixed..) and used email service that very very uncomfortable..that too in such a situation got shocking information that i cant withdraw through entropay as per our agreement made before opening account..

kim1234 India
posted on August 17, 2015.

live chat issue no one cared and no one fixed..

our agreement broken regarding the payment methods..harassment forcing me to select one of the payment methods that i didnt have..and blackmailing me by linking this to my agreement that they will not allow withdraw if i cant select the payment methods that i didnt have..

asked for self exclusion no response..

and even they are giving wrong information after bringing this to their management attention..and after few days also malta gaming service told me that they alerted unibet regarding this wrong information..but still again after this they are giving wrong information after mga alert regarding the payment methods..i donno whats their intension?

kim1234 India
posted on August 17, 2015.

they reason they are telling because of lack of knowledge of customercare regarding payment methods..

with out payment methods they cannt run their business..and this is the heart of their business..some hundreds of people working in unibet with tons of experience..and lack of knowledge is not acceptable reason..

kim1234 India
posted on August 17, 2015.

did you know how seriously it affected me?

kim1234 India
posted on August 17, 2015.

i already explained how it affected me and my health..

kim1234 India
posted on August 17, 2015.

even mga player support manager accepted that unibet customer care given wrong information because of lack of knowledge and untrained staff..

kim1234 India
posted on August 17, 2015.

see how unibet displayed on their contact us page :

Chat is the best way to contact us.
Our experts are ready to help you 24/7.

kim1234 India
posted on August 17, 2015.

if i deposit and invest my time and put efforts in other site i would have withdraw those 2700 pounds with out any mental disturbance and with out any damage to my health..

kim1234 India
posted on August 17, 2015.

right now im chatting with your customer care see his response regarding payment methods..
rakul: what are the available payment methods ?
J***** :
Bank, bank card, Skrill, Neteller

rakul: okay
rakul: and what are the bonusse?

kim1234 India
posted on August 17, 2015.

this is the live chat made just now with unibet customer care regarding the payment methods

kim1234 India
posted on August 18, 2015.

again even today now chatting with live chat see their response regarding the payment methods..

henman: what are the payment methods available ?
C*****:
skrill, neteler, credit card

kim1234 India
posted on August 19, 2015.

Hello

Varun

Please is there any update from your side regarding my £ 2700 refunding..

Please it's already more than one month I'm getting tired with this..so please resolve as soon as possible..

Already provided so many proofs and also I have countless proofs still but I think those are enough to understand the issue to you..

Thank you so much sir

Thank you

kim1234 India
posted on August 20, 2015.

Hello Varun

According to correct information I'm not UNIBET customer..

They trapped me and cheated me with wrong information..they made me to open account with them even though they didn't have entropay method for withdrawal..

Affected of their wrong information :

1 ) I'm fooled from the beginning of the account to until i asked for withdrawal..

2 ) you put me in illusions that I can withdraw and made me to deposit , invest time and efforts to play until I try to withdraw..

3 ) giving shocking information that I cannt withdraw through entropay when I put withdrawal request ..I'm seriously depressed , mentally became ill and upset already I'm playing from several hours and not control over my playing that's why I asked to withdraw..

4 )From the beginning of my account to even till today live chat is not working on iPad we can open the live chat window but we can't type..I told the, several times through live chat from laptop , over phone and through email no response from them..no one fixed..

5 ) one can imagine that how torture and how dangerous the situation and the shocking news at the time when I'm not control over my playing , live chat not available , email service takes long time to get a response , we cannt discuss through email service because for every response it takes several hours to get a response..
Imagine when not control over playing adding shocking information that I got cheated and I can't withdraw my funds this adding depression shocking , upset , live chat not available to discuss..

That very very horrible ..

6 ) it's my right to withdraw at any time and that wrong information suppressed my right

7 ) it's my right to self exclude when I wish and also that cheating information stopped me this..

8 ) I'm ashamed by playing when I can't withdraw after knowing that I got cheated and after this incident I'm not fine with this issue I'm going to espresso on day by day and disturbed mentally and lost approx. 1.8 kgs weight..I cannt sleep at night and I'm not able to concentrate on anything..this serious damage is due to their wrong or cheating inform­ati­on..su­ffering from more than one month even today..

9 ) cheating and trapping with wrong information..
When I was not control over my playing and in serious depression , upset they harassed at this time and blackmailed me and very careless in resolving the issue..they just saying sorry for the negative experi­enc­e..s­uf­fering from more than one month..

10 ) UNIBET established several years back and hundreds of people working at UNIBET with tons of experience and the reason for this they are telling that lack of knowledge on payment methods and untrained staff This is not at all acceptable reason for their wrong information..because payment methods are the heart of their business and also payment methods are heart for the customers in their account..as it is very big mistake and it's very unfortunate that not having knowledge and not trained on such important payment methods..

So please apology cannt bring all thesesbove mentioned loses ..

But I too requesting UNIBET come to compromise and asking to refund my £ 2700 pounds not asking any compensation regarding damages..

And it's very fair to refund my £ 2700 pounds...already I lost my time my health and suppressed my rights to withdraw and self exclude , got cheated and trapped and invest time and my efforts in playing..I'm keeping aside all these because I'm very good person just asking you to refund £ 2700 only..

Thank you for understanding me Varun..I hope UNIBET is very reputable company..and they will refund my funds £2700..and please correct the mistake that you had done..

Thank you so much

kim1234 India
posted on August 22, 2015.

As Varun you are not able to any of my questions and also I answered all your questions and I proved you were untrue..

Now I don't know what's wrong with you getting disturbing emails from you and UNIBET..that damaging my Heath..I told you that I'm a good person and I'm not asking any compensation for damages in my last response..I think you are taking advantage of this and trying to damagE my health psyChologically and your intension is very clear you want me to fall in to further depression with such disturbing emails..as I told you what I want and also explained clearly how it affected me in my last response here in Askgamblers because you not able to answer any of previous responses and the responses from you are untrue and unacceptable..

Please be fair ..and don't send me further disturbing emails..and don't take advantage that I'm good person not asking compensation for damages to health..

Thank you varun

kim1234 India
posted on August 22, 2015.

Hello Varun

Yesterday I'm shocked with your emails and also disturbed with UNIBET email received yesterday..

Please refund £ 2700 pounds ..and also don't take advantage that I'm innocent and you taking advantage I'm not asking any compensation for my health damage and depression...so please be fair as UNIBET is a reputable company and some millions of people following this Askgamblers site..so please be fair and refund my £2700..

kim1234 India
posted on August 25, 2015.

Please be serious it's very serious issue..and be responsible..and it's a company failure that too you are accepting..it's misleading and lack of knowledge and untrained staff..and refund my £ 2700..as soon as possible..Please realise and correct your mistakes..don't spoil your company reputation with your own hands..that's really shame to entrap and cheat a customer and harass and blackmail..

kim1234 India
posted on August 25, 2015.

Some Millions of people reading this atleast you realise for that and be serious with customer issues and stop misleading the customers and harassing..

And especially you are not serious at responsible gaming..not self excluded even after my self exclusion request..

Please stop intensionally trapping the people and earning illegal way of money and stop putting people in to trouble with your careless and unreasonable delays and harassments..

kim1234 India
posted on August 25, 2015.

If you really want to be fair atleast for now just refund my £ 2709 Asaph..that will be great..And if you really realised for your failures and misleading information and responsible gaming failure refund my £ 2700 a sap..already you damaged my health ..lost my mental peace and in depression with your misleading inform­ati­on..ex­plained clearly everything above..

kim1234 India
posted on August 25, 2015.

Asap* £ 2700*

posted on August 26, 2015.

After having talked to the Customer Services Department, I can relay the following information -

1. You cannot withdraw via Entropay for an account registered in *****, this is with the regulations put in place by the local authorities

2. Unibet has offered to refund your initial deposit of £92 several times, but we can only do so by one of the methods available, i.e. bank withdrawal and Ewallets

3. The £2700 which the customer mentions would've been available to the customer, had he not played any further. But he did do so, and as a result, his current account balance is £0

4. We have spoken to the Malta Gaming Authority, and have admitted the error in communication from our side. As advised by them, we are offering to refund the deposits as mentioned above.

Regards,
Varun

kim1234 India
posted on August 26, 2015.

You arrested me With such wrong information..first you release me from UNIBET..

When our payment methods are not matching how can I withdraw..

And when I'm not control over my playing With gambling problem it's my right to withdraw..and also asked to self exclude but you not did that..

And also you are admitting that it's because of error..

With that error I'm unable to withdraw my funds when I won and also played because you are not self excluded my account..

And also severe misleading information I don't think that it's by error..

And also Malta gaming authority accepted that it's lack of knowledge of your customer service and untrained staff..that means it's company failure..

And even with my issue management not corrected that misleading g information and even after Malta gaming authority alert they didn't stopped giving wrong information and even today morning they are giving the same misleading informTion..

And that affected me severely ,damaged my health and also lost my mental peace and also my funds..

So that's why I'm asking to refund my £ 2700 pounds..

As you are serious at responsible gaming..

And also the reason for that misleading information is completely intensional and

Lack of knowledge and untrained staff of your customer service is not all acceptable mistake.,there is no execute to that mistake..

Now how can I withdraw as you are arrested me with misleading information..

kim1234 India
posted on August 26, 2015.

Imagine how when I have self exclusion problem live chat not working and unable to withdraw and shocking information that caused severe mental depression and damage to my health..

kim1234 India
posted on August 26, 2015.

No local authority put any regulation that not to withdraw through entropay

I withdrawn several times through entropay..

kim1234 India
posted on August 26, 2015.

You admitting that company failure..and it's how serious and as per that I'm not your customer..why I have to deposit here and why I have to play when I can withdraw..and also not self excluded when I have gambling problem..and also damage to my health with arresting me with that dangerous misleading information..

kim1234 India
posted on August 26, 2015.

Release me from your company as per our agreement made before opening account with unibet

kim1234 India
posted on August 26, 2015.

And also If I play where I can withdraw I can withdraw that £ 2700 pounds with out any mental disturbance and damage to my health..and also I'm suffering seriously with this dispute as you arrested me from more than two months ..who will give back my time and my funds and my mental peace..still I'm not released I'm arrested ..

kim1234 India
posted on August 26, 2015.

So for further no more discussions or arguments will arise if you accept my below resolution..


As you admitted your mistake..and also mga admitted that misleading information due to lack of knowledge of customer care and untrained staff..company failure..

Denied my withdrawal request of 2700 pound and not self excluded when I have gambling problem I requested for it..

And also live chat not working when I have gambling problem on my iPad ..

So the resolution for that is I think

Reopening my account and crediting my £ 2700 in to my UNIBET account and I wait for the entropay option to add to your options or I can wait for the available payment that to add to my payment method entropay..

Don't put any restrictions on my account if you reopen my account..and that fair and very great if you follow this resolution
..our both parties get compromised if you accept this resolution..
Is it okay for you..?

kim1234 India
posted on August 28, 2015.

Hello

I explained everything to Varun regarding his last response..

He cc ' d to some one named A***********.

And I explained him my issue and even send him few emails as proofs..

But he given me very harmful and affective reply..

That I'm already suffering with this UNIBET fraud information with severe depression and health damage and in this situation Alex haig sent me that kind of dangerous and harmful email..that still and still further depressed me my mind became numb and I went to a doctor and taken private treatment and he also warned me that their a chance of getting strokes with this kind of stress and depression..

So Varun and A**** and UNIBET fraud responsible for all this..

Thank you

kim1234 India
posted on August 28, 2015.

If you want to refund my £ 2700 or not it's up to you for now..

But I don't want to put my health risk as per doctors advise I'm not going to communicate with you further..and I will be back when my health become normal..

After becoming normal I will continue my communication with you in Askgamblers regarding this serious fraud and harassment..

Thank you

AskGamblers
posted on August 31, 2015.

AskGamblers Complaints Team took the decision to close this case due to the following facts:

1/ Player reported an ill health due to the incident with Unibet casino and we believe that further communication on this matter in this very moment could influence players health and mental stability in an unpleasant way.

2/ In addition, we never received a detailed explanation on this matter on behalf Unibet team as well as what were the measures taken from them to help player after the request of a self-exclusion.

AskGamblers
posted on January 13, 2016.

We have just received a confirmation from the submitter that both parties reached to an agreement eventually. Player's deposit had been refunded along with a compensation for all the inconveniences caused. Based on this new information provided by the player we consider this case as resolved.

We would like to thank to both parties for their cooperation. The case is now officially closed.