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I have been since October 6, 2022, more than a month, trying to withdraw part of the 6,000 euros that I have earned and have not yet received. After multiple excuses, such as that they changed banks, that I am not a VIP player and they take longer, etc... they have just limited my withdrawals to a maximum of 100 euros per week, that is, they modified the rules having the withdrawal of 1500 euros in pending status (I was informed that being pending did not affect the modifications in that specific withdrawal) and even so I have been waiting 8 days for this new withdrawal approval. I calculate that at this rate and taking into account that they really pay, it can take 3 years to withdraw the 6,000 euros. I would like to know if there is any way to legally sue these withdrawals and report these abusive conditions that they modify at will.

Llevo desde el día 6 de Octubre de 2022, más de un mes, intentando retirar parte de los 6000 euros que tengo ganados y aún no he cobrado. Tras múltiples excusas, como que cambiaron de banco, que no soy jugador VIP y tardan más, etc.. me acaban de limitar los retiros a un máximo de 100 euros por semana, es decir, modificaron las reglas teniendo el retiro de 1500 euros en estatus pendiente (me informaron que estando pendiente no afectaban las modificaciones en ese retiro concreto) y aún así llevo 8 días esperando esta nueva aprobación de retiro. Calculo que a este ritmo y teniendo en cuenta que realmente paguen, puedo tardar 3 años en retirar los 6000 euros. Quisiera saber si hay alguna forma de demandar por vía legal estos retiros y denunciar estas condiciones abusivas que modifican a su antojo.

Dear Molay75,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that the withdrawal is still pending inside your account without being processed? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but more than a month is unusually long time.

However, 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

My accumulated winnings were €9000. The first two withdrawals of €1,500 came quickly, within a week. From the third withdrawal, all problems. I requested the third withdrawal of 1500 euros on October 6. After 3 days waiting for the approval I started to claim. First they told me that it would be approved "tomorrow or the day after", then they told me that due to my income and withdrawals ratio, the approval took a little longer than normal. Days go by and they don't approve. Then they inform me that the following withdrawals will be of a maximum of 500 euros, but they respect the one that follows with a pending status of €1,500. It was not like that, they send me an e-mail rejecting the withdrawal due to "payment error". I request a withdrawal again, now a maximum of €500 (the pending withdrawal of 1,500 euros is not respected). Days go by and they don't approve it, again a lot of delay. I claim and they tell me that they are changing banks, to be patient, that during that week they will approve it. The week and the following week pass and they don't approve it, they send me an e-mail rejecting the withdrawal again, because it exceeds the maximum limit. They do not honor the withdrawal with pending status, again. Now my withdrawal limit is €100 because the system has calculated it that way, even though the rules say it is €500. All lies. To this day, November 8, I still cannot withdraw anything since October 6. They tell me that it takes 72 business hours to approve a withdrawal, which translates into 9 business days at a rate of 8 hours per day, plus weekends that do not count. This is 11 or 13 days to approve a maximum €100 withdrawal that I am still waiting for. It can take several years to withdraw my 6,000 euros with these abusive conditions. I do not agree

Mis ganancias acumuladas fueron 9000€. Los dos primeros retiros de 1500 € llegaron rápido, en una semana. A partir del tercer retiro, todo problemas. Solicité el tercer retiro de 1500 euros el día 6 de Octubre. Después de 3 días esperando la aprobación empecé a reclamar. Primero me decían que se aprobaría "mañana o pasado", luego me dijeron que por mi proporción de ingresos y retiros, la aprobación tardaba un poco más de lo normal. Pasan los días y no aprueban. Luego me informan que los siguientes retiros serán de máximo 500 euros, pero respetan el que sigue con status pendiente de 1500€. No fue así, me mandan e-mail rechazando el retiro por "error de pago". Vuelvo a solicitar retiro, ahora máximo 500€ (no respetan el retiro de 1500 euros pendiente). Pasan los días y no lo aprueban, otra vez mucho retraso. Reclamo y me dicen que están cambiando de banco, que tenga paciencia, que durante esa semana me lo aprueban. Pasa la semana y la siguiente y no lo aprueban, me mandan e-mail rechazando el retiro otra vez, porque excede el límite máximo. No respetan el retiro con status pendiente, otra vez. Ahora mi límite de retiro son 100€ porque el sistema lo ha calculado así, aunque las reglas digan que son 500. Todo mentiras. A día de hoy, 8 de noviembre , sigo sin poder retirar nada desde el 6 de Octubre. Me dicen que tardan en aprobar un retiro 72 horas hábiles, que se traduce en 9 días hábiles a razón de 8 horas por día, más los fines de semana que no cuentan. Esto son 11 o 13 días para aprobar un retiro de máximo 100€ que aún sigo esperando. Puedo tardar varios años en retirar mis 6000 euros con estas condiciones tan abusivas. No estoy de acuerdo

I have all the e-mails saved, with all my claims and the responses from the casino. I can prove that they lie and do not follow their own rules

Tengo todos los e-mail guardados, con todas mis reclamaciones y las respuestas del casino. Puedo demostrar que mienten y no cumplen sus propias reglas

They have approved my withdrawal of 100 euros, today November 8, requested on October 31. Now I have to wait 7 days to reapply. I will be more than 30 months to collect the remaining 5,900 euros. Outrageous. Reportable.

Han aprobado mi retiro de 100 euros, hoy día 8 de Noviembre, solicitado el 31 de Octubre. Ahora debo esperar 7 días para volver a solicitar. Voy a estar más de 30 meses para cobrar los 5.900 euros restantes. Indignante. Denunciable.

Thank you very much, Molay75, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Dear Molay75

I'm Michal and I have taken over this complaint. I have reviewed this case and although the change in withdrawal limits might look a bit strange, Unique Casino has this stated in its terms and conditions here:

"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."

So although I can empathize with you that this approach is not the most user-friendly they probably discovered that this rule applies in your case.

With this being, said I will contact the casino to shed more light on this matter.

We would like to invite Unique Casino to join the conversation.

Dear Unique Casino

Can you please provide some information on why the withdrawal limit for the player changed during the 3rd withdrawal was processed? Is there a way the player can withdraw their winnings quicker?

My last deposit was 600 euros, and the previous one was 300 euros. They cannot apply this rule that you mention to me. In total I deposited 1,220 euros in this casino.

I appreciate your help in this case. I am waiting for news.

Mi último depósito fue de 600 euros, y el anterior de 300 euros. No me pueden aplicar esta regla que usted menciona. En total deposité 1.220 euros en este casino.

Agradezco vuestra ayuda en este caso. Estoy a la espera de noticias.

Problems continue.

It has been 7 days since my last approved withdrawal but today I cannot withdraw, they tell me that the maximum is 0 euros

Siguen los problemas.

Han pasado 7 días desde mi último retiro aprobado pero hoy no puedo retirar, me indican que el máximo son 0 euros

I have asked the chat and they tell me that everything is correct, but it is not. They tell me to try later or tomorrow. Outrageous.

He preguntado al chat y me dicen que todo está correcto, pero no es así. Me dicen que pruebe más tarde o mañana. Indignante.

Now yes, I can withdraw 100 euros. The last withdrawal was on October 31, today November 15. I will try to collect 100 euros every 15 days (not every week as the casino says, it is impossible)

Ahora sí, puedo retirar 100 euros. La última retirada fue el 31 de Octubre, hoy 15 de Noviembre. Intentaré cobrar 100 euros cada 15 días (no cada semana como dice el casino, es imposible)

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.

Dear Molay75

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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 (info@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (michal.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Michal