Queja #27
Unique Casino
Stalling verification & payment
hace 7 años
Hi Everyone,
I registered at Unique Casino on 17.10 by depositing €200. After approximately 20mins of play my balance was €1,388.40, I could order a withdrawal of €1,188.40 what I did. Straight away I uploaded all of the requested documents - both sides of an ID card and a utility bill. This is what I did.
I logged into the account after 2 days and the customer support told me the utility bill is void since it should be .jpg instead of being .pdf. The support agent told me it is written in the terms that the documents have to be uploaded in .jpg. I did not find such a point in the terms nor the support agent could point me to one. Therefore, I conclude that these are lies and a straight-up way to stall verification of an user.
Long story short, after re-uploading the document in .jpg it took the casino 2 more days to request an additional document - a Skrill account screenshot. There was no aisle to upload it at first. After all of this, the account was fully verified on 22.10.
I've been chatting with customer support everyday asking politely for my withdrawal to be processed which was always promised to be done the next day.
According to the Casinos T&C the Withdrawal should be processed within 1 day after account verification:
7.3. Except in circumstances where restrictions on withdrawal are applied (e.g. in relation to funds connected to bonus schemes) you may withdraw funds from your Customer Account once all payments have been approved and you have fulfilled our verification process. In this case (where payments are approved and all documents have been sent to us) we will process the request within 24 hours. Verification documents may include:
The casino is intentionally delaying verification and withdrawals. They are breaching their own terms and conditions. The casino probably has unsurmountable liquidity issues and should be immediately taken out of AG, in my opinion.
I registered at Unique Casino on 17.10 by depositing €200. After approximately 20mins of play my balance was €1,388.40, I could order a withdrawal of €1,188.40 what I did. Straight away I uploaded all of the requested documents - both sides of an ID card and a utility bill. This is what I did.
I logged into the account after 2 days and the customer support told me the utility bill is void since it should be .jpg instead of being .pdf. The support agent told me it is written in the terms that the documents have to be uploaded in .jpg. I did not find such a point in the terms nor the support agent could point me to one. Therefore, I conclude that these are lies and a straight-up way to stall verification of an user.
Long story short, after re-uploading the document in .jpg it took the casino 2 more days to request an additional document - a Skrill account screenshot. There was no aisle to upload it at first. After all of this, the account was fully verified on 22.10.
I've been chatting with customer support everyday asking politely for my withdrawal to be processed which was always promised to be done the next day.
According to the Casinos T&C the Withdrawal should be processed within 1 day after account verification:
7.3. Except in circumstances where restrictions on withdrawal are applied (e.g. in relation to funds connected to bonus schemes) you may withdraw funds from your Customer Account once all payments have been approved and you have fulfilled our verification process. In this case (where payments are approved and all documents have been sent to us) we will process the request within 24 hours. Verification documents may include:
The casino is intentionally delaying verification and withdrawals. They are breaching their own terms and conditions. The casino probably has unsurmountable liquidity issues and should be immediately taken out of AG, in my opinion.
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