Unibet Casino IT - 플레이어의 계정이 차단되었습니다.

my account is not accessible and my money cannot be withdrawn, for several months they have only been saying that they will send me an email and that I have to wait

il mio conto non risulta accessibile e i miei soldi non prelevabili, da diversi mesi dicono solo che mi manderanno un email e che devo aspettare

Hello mattia,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Unibet Casino IT. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When did the casino close your account and why? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

it's verified but I can't log in and the casino doesn't communicate and collaborate with me it just says (when it replies) that I have to wait for more than 6 months

I used and converted a bonus back in the day

è verificato ma non riesco ad accedere e il casino non comunica e collabora con me dice solo (quando risponde ) che devo attendere da piu di 6 mesi

ho utilizzato e convertito un bonus ai tempi si

Hello mattia,

Did you play casino games or sports betting?

I think both but I don't even remember well honestly it's been a year the only thing I remember is that they've been saying for almost a year that I have to wait to receive my money

penso entrambi ma neanche ricordo bene onestamente è passato un anno l'unica cosa di cui mi ricordo e che loro è da quasi un anno che dicono che devo aspettare per ricevere i miei soldi

Hello mattia,

Before we would try to get in touch with the casino, please forward all the communication between you and them to nikolas.b@casino.guru.

what communications, I have asked in chat several times and they don't tell me anything, I only have an email dated several months ago which tells me that they have suspended my game account for technical checks

che comunicazioni, ho chiesto in chat diverse volte e non mi dicono nulla, ho soltanto un email datata diversi mesi fa che mi dice che mi hanno sospeso il conto gioco per verifiche tecniche

Hello mattia and thank you for all the information provided. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Please keep in mind if your account got blocked due a sports betting related issue, we won't be able to proceed and your complaint will be closed.

Wish you best luck resolving it.

Regards,

Nick

Dear mattia,

I am so sorry to hear your account was blocked. I will contact the casino and try my best to resolve the issue as soon as possible.

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

Dear Unibet Casino IT,

Could you please state why the player's account got blocked?

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 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 Italian Gaming Authority 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 (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Stefan