Not upholding Responsible Gaming Policy

On June 17th I requested my account closed and full balance sent to my skrill account due to severe gambling issues.

The casino refused to send the full amount and said they would instead let me withdraw 500 euros week. I agreed. They locked deposits on my account but still allowed me to play if I wanted to (warning sign). *Note the email sent on the 20/06 the agent specifically states they will refund the remaining balance!

Each withdrawal took 10 days to process and then I was not allowed to request a new withdrawal for 7 working days. Meaning I have only managed 1 withdrawal per month.

My recent withdrawal of 500 euro took long than the 10 days. When I emailed to check I was told I had reached max cash out and could not request anymore (see evidence). I explained the term they refer to says this is only applicable if lifetime deposits are 500 euros. Mine have been 600 euros.

When I conveyed this to the support they said my last 50 euro deposit did not count and the winnings are from my deposit of 250 euros. I think at this point the agents maths had gone wrong and they thought they had caught me out as they thought 300 euro plus 250 euro equalled 450 euro. It equals 550. When I responded and said the 250 euro deposit put my lifetime deposits to 550 euros they stopped responding. My ticket has been closed and my account has now been blocked as I stated I would be contacting you.

Unfortunately it appears the casino is simply attempting theft and also operates with no license.

All evidence has been attached or emailed to askgamblers.

There is 1500 euro left in the account

Thank you

Hello,

Unique casino has for the second time, applied incorrectly the max cashout function on my account.

Their term 6.12. states 'Should the lifetime deposits of a player be less than, or equal to €500, their maximum withdrawal amount is 10(X) times the amount of their last deposit, minus any fees. For example, a player whose last deposit was €20 is only entitled to withdraw a maximum of 20 x 10 = €200'

My lifetime deposits are €640 euros.

As per term 6.12 this is over the €500 threshold.

Regardless even if I wasn't over the threshold my last deposit, when my balance was 0, was €100 euros and since that deposit I have only withdrawn €400 euros. The term 6.12 states should the lifetime deposits be less than €500 (they are not, they are €640) their maximum withdrawal amount is 10x their last deposit. 10 times 100 is €1000 euros.

The term does not say anything about 'making wins before withdrawing €500'. (this is a quote from one of their chat agents)

The casino also made this error in march and the chat agent Thomas acknowledged it was an error and fixed it. since then I managed one more withdrawal of 100 euors before this happened.

Corinne.

Hello,

I am faced with a serious problem. I have been playing at Casino Unique for several years and like any self-respecting player I win and I lose. But it is I who decides to play and I am the sole decision maker. But as I pointed out to you, I often play, I am a VIP Diamond class and the amount of my withdrawals has increased from € 1500 to € 3200 per week. What was to happen happened.

I won a pretty good amount but since I could only withdraw € 3,200 every 10 days or so, I requested a withdrawal for this amount and I continued to play with the rest. As it was my lucky week my winnings increased dramatically. I asked my manager if there was no way to make a compromise by increasing my withdrawal requests, given the large amount (approximately € 250,000). He replied that it was not possible and that I had to stay active otherwise I would find myself without a manager. So I took his advice and continued to play. And I ended up with a gain of € 500,000.

I made my withdrawals every 10 or 12 days for an amount of 2500 € then we lowered the maximum amount to 1500 € then we went down to 500. € when I ask the reason for this decrease, I am told that I was not not active. I must not quite understand the meaning of the word active. Because I made my withdrawals regularly and I had to play the sum of around € 300,000 on this account.

I called my manager several times in the meantime to let him know of my dissatisfaction and each time I had the answer "I can't do anything it's not up to me to do that".

And today I learn that I no longer have a manager. I hope you will study my claim closely and find a positive solution for me to be paid the original withdrawal amount. Because at the rate of 500 € every day I would have more than 100 years for the balance of my gain.

On the other hand, I lost € 300,000 in addition to the € 300,000 listed above. I asked to put me in touch with a manager. I sent her an email and after several reminders she designed to answer me. And that she was not my surprise to see the indecent answer she offered me. See attached.

I offer you several possibilities:

1. For every 10,000 € played, I increase the limit for every 100 €.
2. For every 25,000 € played, I increase the limit for every 250 €.
3. For every 50,000 € played, I increase the limit for every 500 €.
4. Payment in 3 installments of 10,000 € (total 30,000 €) and cancellation of the rest of your balance.

Take the time to think it over, and tell me if any of the proposals

Today I got a follow-up from a manager who insisted that I accept the offer made to me by his manager. Because I wouldn't have anything more if I didn't deposit and keep playing. And he insisted, telling me that it is better € 30,000 than nothing at all.

If you can take care of my worries.

Regards.

For over one month they don't answer my email.

I want to sort out with them why one withdrawal of 600 euro is missing, but they dont want to help. They dont even tell me why they dont help. Have i done something wrong? When i aks in chat they every time tell me to email. And ive done that. Many times! But im totally ignored without explanation.

I also asked them some other questions, but it's the same. No answer!!

I made a deposit and after that, I won several big amounts with Live Roulette. Took me a week to get the first withdrawal of a maximum of Eur 1,500,- and on the day I tried to withdraw another amount, my account is suddenly blocked because of the region I am in ?? So now, I cannot access my funds or play. This seems like a scam. The helpdesk is not answering my emails on top of that.

The problem is quite simple; I played for about a week and won an amount of appr EUR 10,000,-. After an extensive ID check and providing various docs, I started the first withdrawal on the 28th of October-2021 (the max amount is EUR 1,500 per week). After one week, I tried to log in again, and constantly I received the pop-up below on my screen. So, impossible to log in, while there is still EUR 8,500 on my account. Please note that I did not change “regions” or whatsoever in the meantime. Emails to their helpdesks are (up to now) not being replied to. I think something is wrong with this casino, so please assist.

Dear sir/ madam,

I have made a withdrawal request on the 8th of August and the reason I am contacting you, is that it is still pending. According to the website it says that it won’t take up to more than 24 hours to process a request, mine was made on the 8th and it is still pending.

This is my second withdrawal and the first was processed (approved) within 24 hours and I received the payment a few days later. That is normal, because of my bank.

I have contacted their support multiple times and they are all saying different things which aren’t in line with their own information on their website.

I have complained multiple times, they also said that their financial department is looking into it, that was since the 10th of August and no one is able to tell me how long it takes.

I believe that they are stalling my withdrawal for two reasons. One, because I have complained due to the fact that their withdrawal limits are low compared to other casinos and that they are slow regarding payments. Secondly, you can make 1 withdrawal per week. They don’t count the 7 days from the moment that you made a withdrawal request, but the moment they have approved your payment. Which means that a withdrawal can take up to one extra week.

I have played at a lot of online casinos and I have never experienced something like this. My documents were approved before my first withdrawal, so that has nothing to do with it.

Please, I would like to receive my payment as soon as possible.

Thank you in advance.

Kind regards,

Buse

Once again Unique Casino are delaying a withdrawal of €330. You will see from the screenshot It has been pending over 7 days.

Again I have been told on chat it should of been done in 48 hours?

Once again I need Askgamblers to mediate this as it seems to be the only way Unique respond.

Thank you in advance.