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Good morning,

I have a problem, I had definitively self-excluded myself from casinos in December, then on Monday I got addicted and I was browsing the casinos and I found myself on UNIQUECASINÒ seeing that the self-exclusion did not appear as it appeared in other casinos I started playing losing so in three days €3750.00 can be refunded for not having respected the player's self-exclusion.

A thousand thanks

Buongiorno,

ho un problema, avevo effettuato l’autoesclusione definitiva dai casinó a dicembre, poi lunedì mi sono fatto dalla dipendenza e stavo navigando sui casinó e mi sono ritrovato su UNIQUECASINÒ vedendo che non risultava l’autoesclusione come risultava negli altri casinó ho iniziato a giocare perdendo così in tre giorni 3750.00€ si può richiedere il rimborso per non aver rispettato l’autoesclusione del giocatore .

grazie mille

Dear lucadg87,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?

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

Thank you, lucadg87, for the forwarded email. I can see that you requested the self-exclusion via ADM.

I’m sure that you are aware of the geolocation of ADM operation. It protects customers registered in online casinos with the Italian License only.

Since you have chosen a casino without a license, it will be very difficult to resolve this case to your satisfaction.

Could you please advise if you informed this specific casino about your intention to self-exclude permanently?

I don't think so, I thought that definitive self-exclusion was valid for all casinos, and therefore what is self-exclusion for if there are casinos that invite you to play anyway, in this way you are not helped anyway if a player has all good intentions to recover from the game if there are casinos that don't care about your problem, I hope you will be able to help me in some way I have already lost in the past then for 4 months I have not played and on Monday I got caught by a bout of weakness

Non credo , pensavo che l’autoesclusione definitiva era valida per tutti i casinó, e quindi a cosa serve l’autoesclusione se poi ci sono casino che ti invogliano a giocare lo stesso , in questo modo non vieni aiutato lo stesso se un giocatore ha tutte le buone intenzioni di guarire dal gioco se poi ci sono casinó che se ne fregano del tuo problema , spero che riuscirete ad aiutarmi in qualche modo ho già perso in passato poi per 4 mesi non ho più giocato e lunedì mi sono fatto prendere da un’attacco di debolezza

Dear lucadg87,

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Unique Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@winunique.com (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. Thank you in advance.

Good morning,

I proceeded to send the email to the casino and I let you know too.

but do you believe that I can recover something of what I have lost?

Buongiorno,

l’ho provveduto a inviare l’email al casinó e ho messo in conoscenza anche voi .

ma lei crede che qualcosa di quello che ho perso riesco a recuperarla ?

I'm afraid dear lucadg87 that if you haven't informed this casino about your gambling problem in the past, you won't be entitled to any refund. Please keep me informed about any further developments regarding your latest self-exclusion request.

Good morning,

I thought that making self-exclusion indefinitely was valid for all casinos, however they should better inform players regarding these more delicate things, right?

Buongiorno,

io pensavo che facendo l’autoesclusione a tempo indeterminato fosse valida per tutti i casinó , comunque dovrebbero informare meglio i giocatori per quanto riguarda queste cose più delicate o sbaglio ?

I absolutely agree. Could you please advise if your account got blocked already? Have you received any confirmation from the casino?

Good morning,

yes yes my account has been blocked i checked.

so I won't be refunded anything?

Buongiorno,

si sì il mio account è stato bloccato ho verificato.

quindi non mi verrà rimborsato niente?

Thank you, lucadg87 , for your confirmation. Due to the fact that the casino had no prior knowledge of your gambling addiction, it's highly unlikely that you will be entitled to any sort of refund. While I completely understand that this may not be the solution you were hoping for, it's important to note that self-exclusion via ADM will not have any impact in this particular casino as it does not hold a license from the Italian Licensing Authority. Therefore, it's essential that you seek professional help in order to overcome your addiction and prevent any further financial losses.

https://casino.guru/problem-gambling-help-centers

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.