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Unique Casino - My deposit was not added to my balance and I am being ignored

RESOLVED
Complaint Info
Disputed casino Unique Casino
Reason Amount not credited
Amount € 600
FCoelho123 Portugal
Posted on May 25, 2020

Last week I was contacted by Unique Casino. They had made me a generous bonus offer. I thought I would play and deposited €600. A few minutes passed but the money did not arrive in my balance. Live chat told me that they could see that my deposit was still being processed and I should not worry and it can take up to 30 minutes. I looked at my wallet balance and could clearly see that the deposit had been accepted by Unique Casino in my history. Hours passed and nothing happened. Live chat told me that my deposit had failed. This is definitely not the case and I can supply my transaction history which shows the money was accepted. I told live chat this and they say I must send a screenshot of the deposit to their support email. I did send the screenshot and was ignored.

A day or two passes and my deposit has still not appeared. I contact live chat who say to me that I should be patient and that the support is only human and takes some time. I understood that support is only human but I thought that live chat should be more concerned about my deposit not being accepted. It is very strange for this to happen at a casino. This time along with the previous screenshot I send my entire recent transaction history to Unique Casino. This is something that I find very personal and intrusive. I understand that Unique Casino could say they must confirm that the €600 never fell back to my wallet. But they could just as easily read my email and confirm in their accounts that they did receive an extra €600 on the day I deposited. Anyway I did provide my history. They have continued to ignore me.

This is disappointing to me because up until now I really liked this casino. I was treated well and their games were great. I am worried that they don't take this seriously. Because I think that it is a very serious issue for a casino to have. Yet I am just told that I must wait because support is only human. I don't think this is right. The last thing I wanted to do was to have to complain here but I am not being helped by support. So I ask that Unique Casino please add my €600 and the bonus amount that I had claimed with my deposit. And I ask that they fix this deposit problem so that I can continue to enjoy their casino.

Thank you

Posted on May 25, 2020

Dear customer


The deposit was approved and your balance was updated.

Sorry for the inconvenience, the issue was because an update on servers exactly at the time you have deposited.
Please inform Askgamblers that all is solved.

Thank you.
Best Regards
The Unique Casino Team.

AskGamblers
Posted on May 25, 2020

Dear @FCoelho123,

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.

FCoelho123 Portugal
Posted on May 25, 2020

I can confirm that the funds have been added. I thank Unique Casino for resolving this.

AskGamblers
Posted on May 25, 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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