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4 failed deposits that are debited from my account. They send me to the bank, I send them documentation of the same as that the payments are made. They send me back to send them the last movements of my account from the failed deposits. I have been more than a month. And they don't solve it for me.

4 depositos fallidos que se cargan en mi cuenta. Me mandan al banco, les mando documentacion del mismo como que los pagos estan hechos. Me vuelven a mandar que les envie ultimos movimientos de mi cuenta desde los depositos fallidos. Llevo mas de un mes. Y no me lo resuelven.

Dear Rafa,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I hope I understood it correctly and you’re experiencing difficulties with misplaced deposits.

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

Could you please advise which payment method you have opted for and if you contacted your payment provider/bank already? If there’s any relevant communication, please forward it along with payment receipts to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Hello and thank you for your reply. The deposits were through Sofort Klarna. I have spoken with them and they refer me to Unique. I also went to my bank and they told me they were done correctly and they gave me the tracking numbers for each transaction I sent to Unique. I don't know where my money is then the truth.

Hola y gracias por su respuesta. Los depósitos fueron mediante Sofort Klarna. He hablado con ellos y me remiten a Unique. Tambien fui a mi banco y me dijeron que estaban correctamente realizadas y me dieron los numeros de seguimiento de cada transaccion que envie a Unique. No se donde esta entonces mi dinero la verdad.

Thank you very much, Rafa, for your reply. As I mentioned earlier, if the money got lost during the transaction, it’s going to take some time before it’ll be located and refunded back to your bank account or credited to your casino account.

Could you please advise when the deposits have been placed and forward the payment receipts to petronela.k@casino.guru?

Looking forward to hearing from you.

Hello Rafa,

I couldn't open the fourth attachment, please try to forward it again to petronela.k@casino.guru. Afterwards, we will contact the casino and ask for their cooperation in resolving this issue.

Thank you very much in advance.

Thank you very much, Rafa, for providing all the necessary information via email. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Rafa!

I will take care of your complaint. I would like to invite Unique Casino's representatives to join this discussion in order to help us finding any solution.

Hi Rafa,

As per my investigation in regards to your account with us i have not found any account on Unique Casino under your name or email.

Best Regards

Jenifer Wilson

Uniquecasino.es

I do not know if it is your casino, but of course it is this one that I attach.

Uniquecasino.es

No sé si es su casino, pero desde luego si que es este que adjunto.

Dear Jennifer and Unique Casino,

Please note, that the casino which the player is referring to 'uniquecasino.es' redirects to https://www.uniquecasino-online.com/ which belongs to the same licensing authority as your casino, according to the license validation.

Hi Rafa and Martin,

Yes uniquecasino.es which redirects to https://www.uniquecasino-online.com/ does indeed belong to the same licensing authority as our Casino but Rafa has no account with us on Unique Casino as well as on our other 2 brands both his account are closed.

Best Regards

Jenifer Wilson

Well, I don't know if it's an error or not, I've talked to my bank to see if they can talk to yours. Regarding that I do not have an account ...

Bueno no sé si se trata de un error o no, yo he hablado con mi banco a ver si ellos pueden hablar con el suyo. Respecto a que no tengo cuenta...

Hi Rafa and Martin,

After careful investigation we added the lost funds (295 euros) back into your account and our Account manager contacted you to inform you the money was waiting for you.

Since then you played the money and there are no longer any funds in your account.

Please confirm.

Best Regards

Jenifer Wilson

So finally your had an account right?

Correct. There is a 200 subscription missing that I am waiting for you to confirm, I already mentioned that the 200, which is right after if you look at my movements that you have, is another income that was made correctly. Thanks

Entonces finalmente su tenía cuenta no?

Correcto. Falta un abono de 200 que estoy a la espera de que me confirméis, ya os comenté que los 200, que hay justo después si os fijáis en mis movimientos que tenéis es otro ingreso que sí se realizó correctamente. Gracias

Hello Rafa!

Do I understand it correctly, that €200 is remaining to be credited to your account of the total €495?

Correct so it is.

Correcto así es.

I would like to notify Unique Casino's representatives in this way, that there is €200 left, which was supposed to be deposited into the player's account.

Good morning, the incident has been resolved. Thanks Analys for the treatment and thanks Martín for your concern. Everything is correct, we can give the case satisfactorily closed by all parties.

Thanks again

Buenos días, ya quedó resuelta la incidencia. Gracias Analys por el trato y gracias Martín por tu preocupación. Todo correcto, podemos dar el caso por cerrado satisfactoriamente por todas las partes.

Gracias de nuevo

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.