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I am a gambler who has already applied for Self-prohibition before the DGOJ. Since 04/06/2020 I am unable to enter, play or register in any online and physical casino.

Even so, I have been able to create an account at Unique Casino in which I made deposits of 10,500 euros from April until today. I have never gotten to withdraw anything due to its long and tedious document verification process that ultimately caused me to reinvest the earnings and lose everything.

I had two attempts to close an account and request self-prohibition but it is very easy to send a new email and request the opening of an account. By having my NIE and knowing that I am self-prohibited from playing, why have they not totally canceled my account?

I just want to get back my money that caused me to lose my family and get into debt. I have a serious problem of gambling and I thought that with self-prohibition before the DGOJ I could stop myself from gambling.

I want to receive all my deposits since this casino has violated a state law and they operate in Spain, freeing up people who are already banned.

I want my money back and my account closed indefinitely.

Please advise me.

Soy una ludópata que ya solicitó la Autoprohibicion ante la DGOJ. Desde el día 06/04/2020 estoy inhabilitada para ingresar, jugar o registrarme en cualquier casino online y fisico.

Aún así, he podido crear una cuenta en Unique Casino en la cuál hice depositos de 10,500 euros desde Abril hasta fecha de hoy. Nunca he llegado a retirar nada debido a su largo y tedioso proceso de verificación de documentos que lo que finalmente me provocaba era volver a reinvertir las ganancias y perderlo todo.

Tuve dos intentos de cierre de cuenta y solicitud de autoprohibicion pero es muuy muyyy facil volver a enviar un nuevo correo y pedir la apertura de cuenta. Al tener mi NIE y la sabiendo que estoy autoprohibida a jugar, porque no me han cancelado totalmente la cuenta?

Solo quiero recuperar mi dinero que me causó perder a mi familia y endeudarme. Tengo un grave problema de ludopatia y pensé que con la autoprohibicion ante la DGOJ podré frenarme de apostar.

Quiero recibir todos mis depósitos ya que este casino ha infringido una ley estatal y operan en España dejando via libre a gente que ya está prohibida.

Quiero que me devuelvan mi dinero y me cierren indefinidamente la cuenta.

Porfavor, aconsejadme.

Dear Ana90,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I’m sure that you are aware of the geolocation of DGOJ operation:

"What is self-prohibition?

If you have a problem with gambling, you can register in the Register of Gambling Access Bans (RGIAJ) of the Directorate-General for Gambling’s Regulation (DGOJ). It is registration with self-prohibition in gambling halls that require a prior registration to play, which includes the different operators that act legally in Spain. Anyone can request their inclusion in the RGIAJ, which will prevent them from browsing online gambling operators’ pages."

Since you have chosen a casino with Curaçao license, it will be very difficult to resolve this case to your satisfaction. However, before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent requests for your account’s closure. My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why?  

I have checked general terms and conditions on the website, and this is what I found https://www.uniquecasino.com/en/:

„We respect and encourage self-control and self-imposed avoidance of gambling. To this end we give you the option of taking a break from gambling on the Website for your chosen time frame of day/week/month, per your request. During this period, you will not be able to access games or deposit/bet/wager in any way.

You can choose to close your Account for an indefinite period of time, in which case we will remove you from our mailing lists. Once closed, you may contact us and request to re-open your Account in the future. We may treat any such request as a request to open a new Account, and we may request that you once again provide any information you have already provided to us.

We will encourage you and assist you in your efforts of self-exclusion or imposing of limits and stop sending you marketing materials. However, we cannot prevent gambling/receiving marketing material being delivered to you from other parties, casinos or websites, therefore extending your self-exclusion/limitation action to all other gambling services is solely your responsibility."

Is this the email address that you have sent your email to? support@uniquecasino.com

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

Dear Ana90,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.