Win Unique Casino - 決済が遅延しているとのクレームがあります。

I have been a customer for some years, I have always had problems collecting my winnings, in the last few months I have deposited important amounts, fortunately on November 10th I made a win for a total of 2100 euros according to my VIP status I could withdraw up to 1500 euros a week, I therefore make a first withdrawal request, after 3 days I receive an email and they tell me refused, I ask for explanations and they say that the threshold has been lowered due to my activity, so I ask for one for 650 euros 3 days have passed despite me they said they had made a claim to collect before but nothing, so I asked as written in the terms and conditions if I could close the account and receive the entire winnings and they told me that it is not possible and they can only do it in case of a disease gambling, then I said that to withdraw 2100 euros with a limit of 650 per week it will take a month or so and if I don't play there is a risk that the threshold will still be lowered again due to inactivity, I think it's just a way to play all the winnings again, which I don't want to do but as I have always deposited even 800 euros in one day without limits or problems, I also think it is right to withdraw quickly and with the 1500 threshold a week that I am entitled to according to my vip status

Da alcuni anni sono cliente ho sempre avuto problemi per riscuotere le vincite ,negli ultimi mesi ho depositato cifre importanti , il 10 novembre fortunatamente ho fatto una vincita per un totale di 2100 euro secondo il mio stato vip potevo prelevare fino a 1500 euro a settimana , faccio quindi una prima richiesta di prelevio ,dopo 3 giorni mi arriva un email e mi dicono rifiutata ,chiedo spiegazioni e dicono che mi è stata abbassata la soglia a causa della mia attività, quindi ne chiedo uno da 650 euro sono passati 3 giorni nonostante mi hanno detto d aver fatto un reclamo per riscuotere prima ma niente ,allora ho chiesto come c e scritto nei termini e condizioni se potevo chiudere l account e ricevere l intera vincita e mi hanno detto che non si può e possono farlo solo in caso di una patologia da gioco ,allora poi ho detto che per prelevare 2100 euro con un limite da 650 a settimana ci vorrà un mese più o meno e se non gioco c è rischio che la soglia mi venga ancora abbassata sempre a causa di inattività, io credo sia solo un modo per far rigiocare tutta la vincita cosa che non voglio fare ma come ho sempre depositato anche 800 euro in un giorno senza limiti o problemi ritengo giusto anche prelevare in tempi rapidi e con la soglia da 1500 a settimana che mi spetta secondo il mio stato vip

Dear Tablet2015,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Ok thanks but if I'm in silver vip status that I can withdraw up to 1500 euros per week they can suddenly lower my limit ??this I don't find right

Ok grazie ma se sono nello stato vip argento che posso prelevare fino a 1500 euro a settimana possono abbassarmi il limite all improvviso ??questo non trovo giusto

The first payment of 650 euros has been sent, there is still 1500 euros left

Il primo pagamento da 650 euro è stato inviato ,manca ancora 1500 euro

Dear Tablet2015,

Have you received your withdrawal from the casino yet?

Hi, I've only received 650 euros at the moment because they changed my withdrawal limit

Ciao ho ricevuto solo 650 euro al momento perché mi hanno cambiato il limite del prelevio

Thank you for your reply, Tablet2015. How many days did it take to receive the first withdrawal? Do you currently have any pending withdrawals?

Have you tried contacting the casino regarding the lowered withdrawal limit? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Yes, for the reduced withdrawal limit they told me because I haven't been very active in the game and then it's the system that changes suddenly, I requested a withdrawal on Thursday, they accepted it on Monday but I have to wait for Monday before requesting another one. that is, it all seems absurd to me I can't wait to withdraw everything because it is not possible, in the terms it is also written that the account can be closed but then they say no

Si ,per il limite di prelevio ridotto mi hanno detto perché non sono stata molto attiva nel gioco e poi è il sistema che cambia all improvviso , ho richiesto un prelevio giovedì, me l hanno accettato lunedì ma prima di richiederne un altro devo aspettare lunedì, cioe mi pare tutto assurdo non vedo l ora di prelevare tutto perché non è possibile, nei termini c è scritto anche che si può chiudere il conto ma loro poi dicono di no

Thank you very much, Tablet2015, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of Unique Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Hello Tablet2015,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Unique Casino to join the conversation and participate in the resolution of this complaint.

Dear Unique Casino,

Can you please provide an update on the status of the player's withdrawals and how long they should be expected to take?

Kind regards,

Adam

Dear Tablet2015,

There has been no response from the casino so far. I will attempt to contact them again.

In the meantime, please let me know if there are any developments.

We would like to ask Unique 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, the complaint will become ‘unresolved’ which may negatively affect its rating. 

Kind regards,

Adam

Hi I miss the last 300 euros to take

Salve mi mancano gli ultimi 300 euro da prendere

Hello Tablet2015,

Thank you for the information regarding your outstanding withdrawal. Please keep us updated and let us know when the full amount has been received.

Kind regards,

Adam

The last 300 euros to be taken were missing, I requested this withdrawal on 16_12 today I can no longer access the site, I get a message that I can no longer access my region

Mancavano gli ultimi 300 euro da prendere , ho richiesto questo prelevio il giorno 16_12 oggi non riesco più a entrare nel sito ,mi viene una scritta che non posso accedere più nella mia regione

Thank you for the update, Tablet2015.

Dear Unique Casino,

Please respond and explain the situation.

Kind regards,

Adam

I just received the withdrawal confirmation email, in theory they should arrive in days, after more than a month I may have managed to get everything but my review remains bad for unique casino

Ho appena ricevuto l email di conferma prelevio ,in teoria dovrebbero arrivare a giorni , dopo più di un mese forse sono riuscita a prendere tutto ma la mia recensione rimane pessima per unique casino

Hello Tablet2015,

Please do continue to keep us updated, I hope that your outstanding payment will be with you soon.

Kind regards,

Adam

Luckily the last payment arrived, thank you for your support

Unique casino bad review

L ultimo pagamento per fortuna mi è arrivato, vi ringrazio per il sostegno

Unique casino pessima recensione

Hello Tablet2015,

I'm glad to hear that your issue has been resolved successfully and your payment has been received. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Adam