Refuses to close account / respect own responsible gaming policy

Hello,

I am an experienced online casino player that has experience from many online casino. Never have I come across such an unprofessional and rogue casino as Unique.

So, I have a history of problem gaming. I started to feel that I was not going to be able to control myself and asked the casino to close my account in accordance to their terms and conditions section 9 (Responsible Gaming) paragraph 3. They did not answer at first. After a day I got assigned an "account manager" that tried to call me (when I was at work) and wanted us to "solve this". I continued to be very clear that I only wanted to close my account. The said I couldn´t. The reason for that was that I had an active balance, due to that according to their terms you are only allowed to withdraw 1500 euro/week.

9.3. says "You can choose to close your client account for an unlimited period of time. We will then remove you from mailing lists and return any balance to you. Once the account is closed, contact us to reopen the account."
Uniques responsible gaming pages says "Freeze Account: If you want a break from gaming, you can put your account on hold at any time. Contact us and we'll freeze your account.".

I claim this to the casino but they still refuse to close my account and refer to the 1500 weekly withdrawal limit. I am very clear that I don't care if they pay out my balance this week or any other week, but I want my account closed due to gambling problems. Nothing happens.

So what I feared would happen, happens. I cancel my withdrawal and play until I have nothing left, 1500 euro. Very annoying. I immediately e-mails my account manager Chris to tell him how disappointed that I am and that they have achieved their goal -now my money are gone. He answered with giving me 200 euro in bonus money.

So. For a gambling addict, it is impossible to refuse to try to win money back and not accept a bonus that can make that happen. I activated the bonus. That started a very bad spiral for my addiction and during a couple of days, I deposited and lost additionally 1950 euro. Every day I hoped my account would be closed that I had requested so many times at this point, but nothing happened.

After a couple of days I came to my sences and stopped gaming, and contacted Chris again. I read through my communication and realize how they have been so aware of that I am a problem gambler and tried to keep me playing, ignoring to close my account and bribe me with bonuses so I should lose more money. I e-mailed again a polite e-mail that I would like to discuss with them why they arent following their repsonsible gaming policy and their own T&C:s, and how disappointed I am that they refuse to STILL close my account, when they know I am a problem gambler. My account manager Chris answered very shortly an tried again to give me 200 euro in bonus money.

It took Unique casino 11 days and over 10 e-mails (and additional chats) to close my account. Now when I ask for a refund of my deposits made after I started to beg for them to close my account, Chris just says "you accepted bonus money and deposited". Yes! Of course I did -I am a problem gambler! That is why I wanted my account to be closed" And that is exactly why the casino kept it opened.

What I request is to get a refund of only the deposits I made after I requested closure of my account. I would love to get the 1500 in winning I played for refunded to, but I can live with that. But the 1950 euro that I deposited after that, should never have been deposited if they had accepted my request -and there were no "active balance" on my account that stopped them from doing so either.

Please help me to get justice in this case. I have really tried to have a direct communications with Unique, but it is impossible.