Win Unique Casino - El jugador exige un reembolso tras problemas con su cuenta.

I sent an email to unsubscribe on June 17th. On the 18th, they sent me a message asking if I had a problem with them, if they could help, that it could be resolved, etc. But they didn't unsubscribe me. I admit I have a very serious addiction problem and terrible anxiety. I kept depositing; no one closed my CTA. I sent a second email, no one replied, I kept depositing. In the third email, I threatened to demand a refund because it was their negligence and they weren't protecting me as a player. They sent me an email saying they had unsubscribed me, that it was the first email they had received, and that they wouldn't refund anything. They said my email address was "win unique" with an "e"... and that the email address I sent to didn't exist, which is the one I've always used to communicate. I'm demanding 585 euros, which they absolutely have to return, and I hope you can help me. Thank you. I'm sending you some proof; I have more proof of deposits. Furthermore, they have no limits and don't care if you have compulsive behavior in the game.

Envié un correo para darme de baja, el día 17, de junio, el 18 me mandan un mensaje donde me escriben ,que si tengo algún problema con ellos ,que si me pueden ayudar , que se puede solucionar etc...pero no me dan de baja y yo reconozco que tengo un gravísimo problema de adicción, y ansiedad terrible, seguí depositando nadie cerro mi CTA, mandé un segundo email , nadie contestó , seguí depositando , el tercero les amenazó con pedir que me devuelvan el dinero por qué es negligencia de ellos y no me están protegiendo como jugador ,me mandan un correo y me dicen que me han dado de baja ,que es el primer correo q tienen y que no me devuelven nada y que si correo es win unique con una E...y que tal correo al que yo envié no existe, que es con el q me he comunicado siempre .les reclamo 585 euros que si o si me van tener que devolver y espero que ustedes me ayuden,....gracias les envío algunas pruebas tengo más pruebas de depósitos , además no tienen límites y no les importa que tengas comportamiento compulsivo ,en el juego

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello, thank you very much for submitting your complaint. I am truly sorry about your negative experience with Win Unique Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you received any responses from the casino via email regarding your self-exclusion requests?
• If you did not receive any replies via email, have you tried reaching out to the casino through live chat or other official communication channels?
• Could you please confirm whether you have passed the KYC verification in this casino?
• Could you please confirm the exact date when the casino closed your account?

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Hello, my account was deactivated on the 30th, and they did reply to my first email on the 17th. I sent proof of the email, but instead of deactivating it, they wrote back saying they were sorry to hear that, asking if I was upset about something, and if they could help me in any way, but they didn't deactivate it. By the way, that's the only reason I'm complaining, but they don't follow any safe gambling regulations, and they do check if the user is you, especially if you have to withdraw. After several emails from me, they only deactivated my account when I asked them to refund my deposits because it was their negligence. In other casinos, deactivation is immediate, no questions asked, no nonsense. What's more, if you're a high-risk player, they gradually reduce your deposits, which I appreciate.

Hola, me dieron de baja el día 30, y si me contestaron al primer correo del día 17, mandé las pruebas de email , en vez de darme de baja , me escribieron , que sentian oír eso , que si estaba molesta por algo , que si me podian ayudar en algo, pero no me dieron de baja ...por cierto reclamo eso solo, pero no siguen ninguna normativa de juego seguro ,y si comprueban si el usuario eres tú , sobre todo si tienes q retirar.....después de varios email emitidos por mi, solo me dan de baja cuando les digo que me devuelvan los depósitos por qué es negligencia de ellos. En otros casinos la baja es inmediata ,sin preguntas sin tonterías , es más cuando eres jugador de riesgo, te van cortando lus depósitos ,algo que agradezco

I sent you the proof; I uploaded the emails in the first complaint I filed so you could verify that everything is true. They replied to the first email I sent, but they didn't unsubscribe me. The same email address they say doesn't exist is the same one they have on their self-exclusion page, which I've used to communicate with them and they've always responded.

Les envié las pruebas subí los email en la primera queja que puse, para que ustedes Comprobaran que todo es cierto. Qué el primer correo que envié me contestaron , pero no me dieron de baja, que el mismo correo que me dicen q no existe, es el mismo que tienen en la página de autoexclusión, con el que me he comunicado y me han respondido siempre

Thank you for your response. You have mentioned that you have contacted the email found on the casino's self-exclusion page. Could you please forward a link or a screenshot showing where this email is mentioned?

Additionally, could you please confirm the exact date when you first reached out to the casino regarding your self-exclusion request at the email address vip@winuniquee.com?

Thank you in advance for your reply.

Hello laraza1111,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

He said it should be resolved soon; they sent me an email.

Espetó que se solucione pronto , me han mandado un correo

Thank you very much for your response. After a thorough review of the available evidence, the earliest mention of gambling-related issues I could locate dates back to June 29, which was shortly followed by your account closure on June 30. In our assessment, this timeframe is reasonable for processing a self-exclusion, as each request requires manual handling. Although you expressed a desire for account closure at earlier dates, those requests did not indicate any issues related to gambling problems, addiction, or loss of control. Therefore, the casino cannot be held accountable for failing to meet responsible gambling obligations. Please let me know if there is anything I may have overlooked; otherwise, I regret to inform you that we will need to reject this complaint. Additionally, could you please clarify when you received the promotional offer from the casino? Was it after your account had been self-excluded?

I look forward to your response.

Hi, I think I sent you enough proof. I sent the email on the 17th; there's no need to tell you my whole life story... Account closure and data deletion are more than enough for them to close my CTA. They replied on the 18th asking what was wrong, but they didn't close my CTA. Before the 30th, I sent several emails to the same address as the self-exclusion account... The email they sent me about the €300 bonus in my CTA is from July 17th... Look, I don't understand something that's obvious. It can't be... You can't side with someone who's wrong. I thought justice would be served here... If they don't want to help me, I understand, but I'm not going to let it go. I'm going to the authorities where they operate, and I'll claim, through a gambling lawyer, all the deposits I've made since I opened the CTA... And if they're responsible, why did they reply to the first email? That's automatic... SELF-EXCLUSION

Hola , creo que te mandé pruebas suficientes , mandé el 17 el correo , no hace falta que cuente mi vida... Cierre de cuenta y borrado de datos , es más que suficiente para que Cierren tu CTA ,me contestan el día 18 para preguntarme qué que me pasa , pero no cierran mi CTA , antes del día 30 mandé varios correos , al mismo que hay en autoexclusión..... El correo que me han mandado del bono de 300 euros en mi CTA es del 17 de julio ......mira yo no entiendo algo que es evidente , no pueda ser..no puedes dar la razón a quien no la tiene, pensé que aquí se haría justicia....si no quiere ayudarme lo entiendo pero no lo hoy a dejar así , voy a las autoridades de donde operen ,y les reclamaré mediante abogado especialista en juego , todo lis ingresos que haya hecho desde q abrí la CTA , ....y si son responsables por qué me contestaron al primer correo ...eso es automático...AUTEXCLUSION

I feel scammed, in every sense of the word.

Me siento estafada , en todos los sentidos ,

Dear Player,

Thank you for your response and for providing all the available information.

After carefully reviewing the evidence, we found that your emails sent on 17 June and 27 June requested account closure and data deletion but did not mention a gambling problem or request self-exclusion due to gambling addiction. The first time you explicitly informed the casino about your gambling problem and requested immediate closure on responsible gambling grounds was on 29 June 2026. The casino closed your account on 30 June 2026.

According to our internal policies, this is considered a reasonable timeframe for processing a responsible gambling request. Therefore, we cannot hold the casino responsible for the deposits made before your gambling problem was disclosed or during the processing period.

As a result, you are unfortunately not eligible for a refund of these deposits. Regrettably, I have no choice but to reject your complaint as unjustified. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this, or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards,

Attila

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods.

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.