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Hello

I have to pay out a total of 2864 euros in real money at uniquecasino.

I could 1500 euro on 11.10. apply for

This payment was rejected with reasons given

then I again on 20.10. 1500 euros to be paid out and this payout was canceled again by the casino

now i can only pay out 100 euros per week

according to the terms of the casino this is not allowed:

point 6.5.

In case a customer has a pending withdrawal, deposit limits and/or withdrawal limits cannot be altered.

I would like to point out that it takes about 1 week for a payment to be processed and then another 1 week waiting time before you can request the next payment.

That means I can only pay out 100 euros every 2 weeks and it would take about 1 year until I paid out all my money to my casino account.

I consider this to be extremely unfair to the player and am therefore filing a complaint

i am fully verified and it is not my first withdrawal from the casino.

hallo

ich habe bei uniquecasino insgesamt 2864 euro echtgeld auszuzahlen.

ich konnte 1500 euro am 11.10. beantragen

diese auszahlung wurde angabe von gründen abgelehnt

daraufhin habe ich erneut am 20.10. 1500 euro zur auszahlung beantragt und auch diese auszahlung wurde erneut abgebrochen vom casino

jetzt kann ich nur noch 100 euro zur auszahlung beatragen pro woche

laut terms des casinos ist dies nicht zulässig:

point 6.5.

In case a customer has a pending withdrawal, deposit limits and/or withdrawal limits cannot be altered.

ich möchte darauf hinweisen das es ca 1 woche dauert bis eine auszahlung bearbeitet wird und dann nochmals 1 woche wartezeit ehe man die nächste auszahlung beantragen kann.

das heist ich kann nur 100 euro alle 2 wochen auszahlen und es würde circa 1 jahr dauern bis ich mein komplettes geld auf mein casinokonto ausgezahlt habe.

dies halte ich für aüßerst unfair gegenüber dem spieler und reiche deswegen beschwerde ein

ich bin voll verifiziert und es ist nicht meine erste auszahlung im casino.

Dear wolfram49,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

Please let me ask you a few questions, so I can understand the whole situation completely. Could you please advise if the entire amount of €2,864 has been approved by the casino and subsequently split into several installments? Could you please advise how much is the remaining amount to be received?

Additionally, I'd like to warn you that based on your previous complaint we learned already that the casino may not respond at all.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

nothing has been approved of the 2864 euros.

I can only request a payout of 100 euros per week and only 1 transaction at most!!!

this would now take 1 year until everything is paid out.

1 week waiting time before the payout is processed and another 1 week waiting time before I can and may apply for a new 100 euro payout

That means I can only pay out 100 euros every 2 weeks, which takes 1 year to complete before I have paid out the full amount of 2864 euros.

before that i could apply for 1500 euros per week.

this withdrawal limit was simply reduced to 100 euros while I had a pending withdrawal of 1500 euros.

That means the pending payout of 1500 euros was simply canceled and I can now only apply for a payout of 100 euros per week

that's not all, the casino violates its own terms and conditions:

In case a customer has a pending withdrawal (in my case 1500 euro was pending) deposit limits and/or withdrawal limits cannot be altered.

von den 2864 euro ist noch nix genehmigt worden.

ich kann immer nur 100 euro pro woche zur auszahlung beantragen und nur 1 transaktion maximal!!!

dies würde nun 1 jahr dauern bis alles ausgezahlt ist.

1 woche wartezeit ehe die auszahlung bearbeitet wird und nochmals 1 woche wartezeit ehe ich eine neue 100 euro auszahlung beantragen kann und darf

das heist alle 2 wochen 100 euro kann ich nur auszahlen was 1 jahr lang zeit in anspruch nimmt ehe ich den kompletten betrag von 2864 euro ausgezahlt habe.

vorher konnte ich 1500 euro pro woche beantragen.

dieses auszahlungslimit wurde während ich eine ausstehende auszahlung von 1500 euro hatte einfach reduziert auf 100 euro.

das heisst die schwebende auszahlung von 1500 euro wurde einfach storniert und ich kann nun nur noch 100 euro auszahlung pro woche beantragen

damit nicht genug das casino verstösst damit gegen die eigenen geschätsbedingungen:

 In case a customer has a pending withdrawal (in my case 1500 euro was pending) deposit limits and/or withdrawal limits cannot be altered.

Thank you very much, wolfram49, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi wolfram49,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Unique Casino to the conversation to participate in the resolution of this complaint.

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi wolfram49,

I tried to get in touch with the casino repeatedly but had no success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. It's not the best licensing authority out there but it has more options and tools to help players. Let me know how they replied (peter.m@casino.guru). I wish I could be of more help.

Best regards

Peter