Unique Casino - Charged me too much on a deposit

Dear customer

An agent will contact you to solve this issue.
Thank you for your patience.
Please don't forget to inform the Askgamblers team as soon this case will be solved.
Thank you.
Best Regards
The Unique Casino Team.

Hi,

Is this something that can be count as a reply? "An agent will contact you shortly". When I first contacted Unique casino regarding the matter, I was told that the responsible team will get back to me "asap" and eventually they did, more than a week later.

Pietari

Dear customer

An agent has already refunded you immediately the 2 euros to your Player account-cash balance.

But, you have required also the closure of your account and you asked also for a refund in your Bank account instead.
I remind you that your request has to be in first accordance with our T&C, there is some conditions required for closing an account and principally to be refunded to your bank account, if you made a deposit via a different payment method (for security reasons and for anti laundering reasons ).
So no worries, your case is in process they are checking this possibility.
An agent will come back to you as soon as possible.

Best Regards
The Unique Casino Team.

I still would like to highlight that it's already almost 3 weeks since I first contacted you regarding the matter, never asked for a refund to my gaming account especially given I had asked for its closure and therefore had no plans to play at your casino anymore.

Dear customer

After checking your account I see you have played your money and you have lost it.
Your 2 euros were refunded on time and before you played the money.
We can't refund you I'm sorry.
Your account is of course closed.

Best Regards
The Unique casino team.

This is not true. I have the email still where you tell me, after almost two weeks since my deposit that you added the 2 euros to my gaming account. I never played at your casino since the day of my original deposit. I also did not ask for the reopening of the account. Even though you opened it again, I never played there again.

Dear Unique Casino,

The AskGamblers Complaint Team is kindly asking you to provide evidence where we can clearly see that player's account was credited and that player played and lost. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to suppor­t@a­skg­amb­ler­s.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved.

Thanks in advance for your cooperation.

I would also like to say that exactly like my screenshots above prove, I made a 40 euro deposit on the 12th of April and they refunded the additional 2 euro to my gaming account the April 23rd. I am absolutely sure I did not play at Unique casino after that 2 euro was credited to my gaming account and I also did state that to them by email, telling that I will not play anymore.

Why did they open my account again anyways despite the fact that it was already once closed per my request?

Is re-opening an account despite the player's will according to the terms of responsible gaming?

I am finding it very awkward that they are saying I played that amount even though I never played again after the day of my original deposit.

It also took them a very long time to first admit that they had made a mistake and now it looks like they are trying to find ways to hide that mistake.

Dead AskGamblers Team

After an investigation from our management, we found inconsistency in the the way that this problem was handled.
Our processor or the bank, and not us, charged 2 extra euro in the deposit and the user requested for a refund in his bank. This is not possible because since the system do not allow to refund this amount. Anyway the account was credited with the 2 euro and reopened without his authorization and because the inconsistencies by our part we accepted to refund the original deposit to the user, 40 euro, not because the user has the reason but because the situation was not handled correctly from our side.

As you know we are always looking for offer the best quality service and attention to our users.

Best regards.
The Unique casino Team

PS: the proof of refund is attached on private attach files.

Dear @Tarppari,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.