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I have won a large amount and when I am about to withdraw my winnings, I find myself with the amount limit of €500 per week. You made the first withdrawal successfully. But through the chat they tell me that I can only withdraw €1000 (that is, 10 times the amount of my last deposit, which was €100).

The girl in the chat tells me that with the rest of my winnings I can play for fun or request that my winnings be deleted.

is this legit?

He ganado una cantidad elevada y cuando me dispongo a retirar mis ganancias, me encuentro con la limitación de la cantidad 500€ por semana. Realizó el primer retiro correctamente. Pero por el chat me dicen que solo podré retirar 1000€ ( es decir 10 veces el importe de mi ultimo depósito que fue de 100 euros)

La chica del chat me indica que con el resto de ganancias puedo jugar por diversión o solicitar que me borren las ganancias.

Esto es legal?

Dear DavidMartin39,

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

I reviewed the casino terms and conditions and I found this:

6.12. Should the lifetime deposits of a player be less than, or equal to €500, their maximum withdrawal amount is 10(X) times the total amount of their lifetime deposits, minus any fees. For example, a player whose total lifetime deposits are €20 is only entitled to withdraw a maximum of 20 x 10 = €200.

Could you please clarify if you used an active bonus to achieve your win?

Thank you in advance for your reply.

Best regards,

Tomas

good morning

Do not use any bonuses to get such a prize.

Indicate that if I read the conditions, but I do not understand what they mean by lifetime deposits. Regardless, said point says 10 times the total amount of your deposits, not the last deposit.

It makes me understand that I will never be able to withdraw 10 times more than the total I have deposited, not that my deposit limits my profit

Buenos dias

No utilice ningún bono para conseguir tal premio.

Indicar que si leí las condiciones, pero no entiendo que quieren decir con depósitos de por vida. Independientemente, dicho punto dice 10 veces el monto total de sus depósitos, no del último depósito.

Me da a entender que nunca podré sacar 10 veces más el total haya depositado, no que mi depósito, limite mi ganancia

thanks for the reply, DavidMartin39

I would like to emphasize, we consider this rule to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cashout during the bonus play.

Would you be able to provide us with the communication between you and the casino? Please forward any relevant proof to tomas@casino.guru

Communication with the casino is quite agile, through the chat where they respond at any time and without language barriers.

After obtaining the profits, in one of the conversations a manager told me that being VIP2 Status (Chrome), I could only make 4 withdrawals per month and a maximum amount of €500.

Once requested, I expected it to be processed in 24 hours as the web says, but it is not. When you request it, you must wait 72 hours until it is approved, once that has elapsed, the transfer is processed and they inform you that it can take between 5-8 days.

La comunicación con el casino es bastante ágil, mediante el chat donde responden a cualquier hora y sin barreras lingüísticas.

Tras obtener las ganancias, en una de las conversaciones una gestora me indica que al ser Status VIP2 (Cromo), solo podía hacer 4 retiradas al mes y de 500€ como importe máximo.

Una vez solicitada, esperaba que se procesara en 24 horas como dice la web, pero no es así. Cuando lo solicitas debes esperar 72 horas hasta que se aprueba, una vez transcurridos, se procesa la transferencia y te informan que puede demorarse entre 5-8 dias.

Given such a difference in terms, contact the chat. To ask about it and to know the parameters to go up to VIP3 Status (since that way you could withdraw €1500). The manager tells me that I should play more slots and make deposits, since it is a casino they live off of it (literally). He told him that he has been spending my earnings for several days and he did not see a process in my change of status.

Ante tal diferencia de plazos, contacto con el chat. Para preguntar por ello y para conocer los parámetros para subir a Status VIP3 ( ya que así podría retirar 1500€). La gestora me indica que debo jugar más a tragaperras y hacer depósitos, que al ser un casino viven de ello (literal). Le indicó que lleva varios días gastando mis ganancias y no veía proceso en mi cambio de status.

It is here when the manager tells me that I can withdraw €1000 (of €80,000 that I had won). Delusional of me I thought it was €1000 a month. To make sure, I ask again and he confirms that I could withdraw my last deposit 10 times (of €100). My next question was, what happens to the rest of the earnings?

The manager informed me that I could play for fun or request via email that said amount be deleted from my profile.

My question is: If that amount has been won in roulette, and in other casinos it could have been collected in cash, how can this casino erase such amount? Where would that money go?

Es aquí cuando la gestora me indica que puedo retirar 1000€ ( de 80.000€ que había ganado). Iluso de mi pensaba que eran 1000€ al mes. Para asegurar vuelvo a preguntar y me confirma que podía sacar 10 veces mi último depósito ( de 100€). Mi siguiente pregunta era, qué ocurre con el resto de ganancias??

La gestora me informó que podía jugar por diversión o solicitar a través de mail que me borraran dicha cantidad de mi perfil.

Mi pregunta es: Si esa cantidad se ha ganando en la ruleta, y en otros casino lo podría haber cobrado en efectivo, cómo este casino puede borrar tal cantidad? Donde iría a parar ese dinero?

Thanks for the explanation, DavidMartin39. Once again, it is our opinion that if you don't break any rules and you play and win with real money (without using a bonus) there is no fair justification to cap your winnings or to consider the rest of your winnings as a balance you can play for fun.

Thank you very much, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

Dear DavidMartin39,

I am so sorry to hear your winnings were capped. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Unique Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Unique Casino,

Could you please give us a statement and respond to the player's questions?

Thank you in advance for providing the information.

Kind regards,

Stefan

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.

I have tried to contact the casino but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

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 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. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Stefan