Unibet - Deposit refund request due to self exclusion
Resolved - This player has managed to resolve their issue with Unibet casino without our intervention.
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I wish to submit a complaint against Unibet and Maria Casino can you advise me on how I go about this?
June 2018 I self excluded from Maria Casino. In November 24/25th i then played on another account with Unibet for with the same details (apart from email address, and I had moved physical address). On the morning of 25th, over a 8 hour period I had deposited a total of £6500.
I had been requested verification documents and sent, and had approved by 8:30am, and continued to deposit.
I also received a call to discuss my gambling levels at around 10am, I returned this call half an hour later as they wanted to discuss the levels I was playing at as I was a new customer (8 hours old)
Within half an hour of this first call Unibet had closed my account as they then found I was self excluded form their sister casino. Apparently my name, mobile number and date of birth were not enough to confirm this but my is showing my new address (which they were given on registration was enough)
I was completely unaware they were the same company.
I have PayPal’s receipts showing every deposit.
I have contacted Unibet and they have refused to refund my deposits stating that a different address was used (I moved house) and cited their terms and conditions that should I open another account I would forfeit and monies. I do not free with this and strongly believe that they have breached their responsible gaming obligations and believe I am due a refund as above.
They have said their policy is correct and that they are fully committed to responsible gambling and that it is the players responsibility to ensure they do not sign up with their group.
I would appreciate this if the deposits were low sums of money, but they admit they are a 24 hour customer service team and not once red flag was raised when within 2 hours £2600 was deposited at 12am in the morning and no verification requested (at this time)
I am now self excluding on as many sites as I can and will be seeking help to start afresh with my problems.
Can this please be considered.
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