Win Unique Casino - У гравця виникли проблеми з балансом.

Closed the account last year as done my balls on gambling (mainly horses). See screenshots below.

They were not able to do maths so added my deposits wrong and said they came to for 450 euros (they come to 600 euros). SO they stole the 1500 euros in my account.

They ignored all emails and the court order against them. When I tried paying enforcement the rangers could not locate a physcial address....

Dear dormanpete,

Thank you very much for submitting your complaint. Unfortunately, I’m not able to assist you with this case based on the current description of events and I will need definitely more information. Could you please elaborate?

I will be waiting for your reply patiently.

Best regards,

Kristina

Lol are you serious?

The casino has stolen my 1500 euro balance as they are unable to do maths. See all the screenshots and my forum thread here - https://casino.guru/forum/complaints-discussion/winunique-casino-stolen-balance-due-to-inability-to-do-maths

Thank you for your reply, dormanpete. Yes, I am serious and I would like to kindly ask you for respectful communication. This is not just a random thread where you freely express anything that is on your mind. Our complaint center offers assistance and mediates complaints about casinos from players. Based on your initial message I had no clue what the issue was and while we tightly cooperate with our forum team, I work for another department - the complaint team.

So from what I have gathered so far, the casino has unfairly reduced your winnings. I would like to emphasize that we consider such rules predatory and casinos should never limit or confiscate winnings accumulated from real money deposits. In this case, it seems that not only the casino used this unfair rule against you, but it was also used incorrectly.

Before we proceed, could you please confirm that you didn't accumulate these winnings with a bonus?

If there is any other relevant communication between you and the casino, feel free to forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Nothing was made with a bonus.

This was all cash.

I understand it’s predatory, but as you can see my lifetime deposits were €600 so the rule does not apply anyway.

They have made an error with their maths and then attempted theft.

Thank you very much, dormanpete, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, dormanpete,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Win Unique Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Win Unique Casino team,

Could you please look into the player's issue and clarify the situation? Regardless of the unfair rule limiting players' real money winnings based on their deposits, it seems that the casino even made a mistake in calculating lifetime deposits and a maximum withdrawal amount based on it.

Can you check the user's successful deposits, and provided that his lifetime deposits were more than €500 (€600), pay out the confiscated winnings?

To be honest, even if his lifetime deposits were not more than €500, we would consider such rules predatory and unfair, and we would recommend paying the unpaid winnings anyway unless there was no breach of other rules.

Thank you in advance for providing the information.

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.

They’re never replying. They’ve committed theft and cannot defend it.

They ignored the court order and have no physical address so enforcement agents could not locate them.

Dear Peter and Branislav,

I hope this message finds you well.

I regret to learn about the issue you're experiencing. I made an attempt to find your account in our system to better understand the situation, but regrettably, I was unable to locate it.

To facilitate a prompt resolution, would you be so kind as to send an email to service@winunique.com from the email address associated with your account? In your message, please kindly mention that you are seeking assistance from me directly. This will allow me to promptly locate and review your account, and work towards finding a satisfactory solution.

Thank you in advance for your cooperation and understanding.

Warm regards,

Anais.

My case is very well known.

I had to set up numerous emails as you repeatedly blocked me.

I have emailed you.

confirm you have received this

Dear Peter,

We appreciate your patience and understanding throughout this process.

Upon thorough investigation and multiple checks of your account records, we can confirm that there have been no miscalculations on our end. As previously communicated, our records align with the transactions made on your account, and we have not identified any discrepancies.

At this time, there are no new developments regarding your complaint. We have responded to your emails and addressed your concerns to the best of our ability. However, we regret any inconvenience caused by our delayed response to your court order.

If you have any further questions or require additional clarification, please do not hesitate to contact us directly. Thank you for your understanding and cooperation.

Best regards,

Anais.

Thank you both for your replies and updates.

Dear Win Unique Casino Team,

Although the casino informed him that his lifetime deposit was not more than €500 at the time he made the deposit of €250, from which he won those winnings, according to the screenshots provided by the complainant, it looks like even if we ignore the last deposit of €50, the lifetime deposit was €550 at the time of depositing €250 to the casino.

Can you please prove that the player's deposits at the time of accumulating the disputed winnings were less than €500?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Or, I have some important questions to avoid dragging out the process and achieve a clear outcome as soon as possible:

Can you confirm that the casino applied the following rule to confiscate the user's disputed winnings?

"6.17. 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."

If so, do I understand correctly that the casino's decision is final and remains unchanged?

Yet again it’s utter rubbish.

As you can see my lifetime deposits even if you claim the €250 deposit was tied to the the winnings, at the time of depositing the €250 my lifetime deposits would of been €550 (as casinoguru pointed out) meaning your term 6.17 is void.

You also have a court order against you in my favour ruling you pay the winnings and compensation.

€300 plus my €250 deposit equals €550.

€550 is more then €500!!!!!

This is absurd!

Again, proof the deposits came in at €550.

You will see at the time of depositing the €250 my lifetime deposits became €550…..

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.

They won’t reply. What can they say? You’ve highlighted they are attempting theft and their maths doesn’t work. They’ve not responded to a court order, they have no physical address and they don’t care that they are blacklisted everywhere.

They are criminals.

Dear dormanpete,

I managed to connect with another casino representative outside the thread, and I was told that the request was forwarded and is being reviewed by the casino's Customer Support again. Therefore, now I will extend the timer for the casino by another 7 days to give them some more time to comment on the matter.

However, if no one comments on the complaint, we are not provided with the relevant details/evidence, or the casino does not reconsider its decision until the current timer expires, the complaint will be closed in accordance with the information stated in my previous post. The casino was informed about the same.

So, let's see if it made sense to extend the timer and wait longer.

Thank you for your patience and understanding.

I have received the information that the casino sent you a payment 2 days ago, dormanpete.

So, in the meantime, while we wait for further details from the casino, can you please provide me with an update on your issue?

Have you received any payment(s) from the casino? If yes, how much has been paid to you? Have you also received anything from the remaining/disputed/confiscated funds?

Hi,

The payment has SHOCKINGLY been paid, including the compensation and fees instructed by the court.

Thanks for all your help in this matter.

What great news!

Thank you, dormanpete, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.

Best regards,

Branislav, Casino.guru