Unique Casino - Unique casino incorrectly applying max cashout to my account so I am unable to withdraw my remaining 400 euros

Dear Unique Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Dear Customer

Sorry but the customers support did not find any account with the email address you have posted on Askgamblers. (the email address Askgamblers reported on your complaint doesn't corresponding to any player account on Unique casino).
In order to get more details from the support please or send via askgambler on a private message the exact player email address , or please contact directly the Unique customers support and they will help you.

Thank you.
Best Regards
The Unique casino support team.

You have been ignoring my emails or sending incorrect information as per the uploads.

You can find my account under email < email removed >

Dear Unique Casino,

Kindly note that the player's registered email with your casino in a private message.

Please confirm you have received the requested data and keep in mind that in case you fail to respond within the given timeframe we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Dear Corinne,

We apologise for the inconvenience and the discomfort this issue may have caused you. We would like to take this opportunity to provide you with an explanation of the situation at hand.

Namely, it was noted that you have deposited EUR 40 on 30.09.2022, which totaled your lifetime deposits to EUR 290. As you are aware, in our terms and conditions, we have a max cash out rule wherein if players make lifetime deposits of EUR 500 or less, the maximum they can withdraw is 10 times the deposit they made winnings on. In your case, you made winnings on your EUR 40 deposit, which means your max cash out was set at EUR 400 (40 times 10).

Subsequently, on 25.10.2022 we noticed you requested a withdrawal of EUR 500 (which is over your max cash out), and as a good will gesture, we approved this withdrawal request despite your max cash out limit being EUR 400.

Furthermore, on 24.11.2022 we restored the rest of the winnings you made on the EUR 40 deposit from 30.09.2022 (totaling EUR 655.51). The remaining winnings were restored only for the purpose of playing, and not to be withdrawn as the maximum cash out had been reached.

On 19.02.2023, you placed multiple bets with the restored money and made two additional deposits of EUR 250 and EUR 100. On these new deposits, there were no significant wins made. The winnings in February 2023 were derived from the funds restored from the EUR 40 deposit back on 30.09.2022, not the EUR 250 or EUR 100 deposits made. Regardless of this, we allowed you to withdraw another EUR 300 on 17.03.2023 and EUR 100 on 09.04.2023 as a good will gesture. In essence, you withdrew EUR 900 in total even though you had a max cash out of EUR 400.

We hope the provided explanation answers the questions and frustrations you faced with us, and once again apologise for the inconvenience

Best Regards,

This is utterly ridiculous and the casino is attempting theft using flimsy terms which are in themselves illegal.

It is completely against EU consumer law for a casino to attempt to dictate how cash money is used when placing bets when no bonuses are attached.

The casino is making completely fabricated claims as I have bet 100s on live roulette and live blackjack and made deposits totalling way over 500 euros (however this term of making €500 euro deposits to have over 10x cashouts is completely illegal and unforecable anyway) . Even if all the above were true (which it is not) my last deposit was 100 euro, and i have still not cashed out 10x this deposit.

I have now forwarded everything to my solicitors and we will be taking legal action through the courts. This complaint can therefore be closed as i have now instructed solicitors.

Dear Unique Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player. 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 suppor­t@a­skg­amb­ler­s.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. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

I have now instructed my solicitors and they have begun a claim through Curacao court of justice.

I have been advised not to engage any further and all communication is now through my solicitors and court. So this can be closed.

Dear all,

We regret to inform you that following the submitter's confirmation that the issue, subject to this dispute, has already been raised with the relevant regulatory body and, taking into account the fact that the parties did not reach a mutual agreement of settling the dispute, the AskGamblers Complaint Team has no other option but to close this complaint as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly. 

As soon as the AskGamblers Complaint Team is notified about the regulator's final decision on the case, we will comply and mark this complaint accordingly.