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Unique Casino - Charged me too much on a deposit

RESOLVED
Complaint Info
Disputed casino Unique Casino
Reason Double charge/Refund
Amount € 40
Posted on April 27, 2020

Hi,

On Saturday April 11th I made a deposit of 40€. On Sunday April 12th I realised that they had charged me 42€ for the deposit and contacted them regarding the matter by email. At that point I had already asked them to close the account which they had done.

After several emails and sessions at Live chat they finally sent me an email on Thursday April 23rd telling me that my account had to be briefly opened and that they credited that 2€ to my gaming account. I never asked my gaming account to be re-opened and despite that it still is open today the 25th of April despite the fact that I have told them I will not play at their website and want the account to be closed per my original request that was made two weeks ago. I have told them that I am expecting them to make a compensation to my bank account due to the too high charge they made for my deposit. They have not at any point told me that they would compensate it to me any other way than crediting the 2 euros eventually to my gaming account and offering me "a little bonus" if I went to the Live chat. Both charging me too much and re-opening my gaming account without me asking for it feel quite strange to me. Please find attached screenshots of the emails, my gaming account transaction history, my online bank abd Unique casinos FAQ saying thete are no fees for transactions.

Posted on May 1, 2020

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.

Posted on May 1, 2020

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

Posted on May 1, 2020

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.

Posted on May 1, 2020

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.

Posted on May 4, 2020

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.

Posted on May 4, 2020

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.

AskGamblers
Posted on May 4, 2020

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 suppor­[email protected]­skg­amb­ler­s.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.

Posted on May 5, 2020

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.

Posted on May 7, 2020

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.

AskGamblers
Posted on May 7, 2020

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.

Posted on May 9, 2020

Given all the inconsistencies during this process I would be happy to see this money at my bank account before I give any more comments regarding this. At the moment I do not see any transactions sent from Unique casino to me. I will get back to this if I see this 40€ at my bank account.

Posted on May 10, 2020

Dear Customer

According to the system, the refund was done the 07 May at 17:15 PM
I send you again the print screen of the refund in attache on private.
Please check with your bank , there is even the transaction id on the print screen.

Thank you
Best Regards
The Unique Casino Team

Posted on May 11, 2020

Hi,

Now I can see the money at my bank account and this case can be closed.

AskGamblers
Posted on May 11, 2020

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

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