UltraAU Casino - Player’s withdrawal has been denied.

Hi, I just joined this casino today and I deposited $20 and selected the 100% Welcome bonus. I just chose games l liked and played as per normal. I had to wager $160 min before I could withdraw. I decided to withdraw at $190.94 before I lost it all. So I put in my request to withdraw and it was taking longer than usual as it via Payid so I queried why it was taking so long and they said they were reviewing it. Then they came back 30 minutes later withdrawal failed.

we regret to inform you that withdrawal cannot be processed due to a violation of our terms related to restricted betting activities. I said what do you mean I just deposited and played the games. They said my winnings were identified as invalid. And they sent a chart of the last game I played saying error in the column I didn’t even win anything in that game it was a 10cent game and I lost most of the spins. Then they the game provider indicated that some of your bets were flagged due to errors. I don’t even know what that means I asked them what does that mean I’m not tech savvy at all I only know basics on my phone I don’t even have a computer. But they didn’t explain it. Then the have the ordassity to credit my $20 back into the casino and tell me to try my luck. I can’t believe all the lies they say so they don’t have to pay out any winnings. I would appreciate any help I m more upset with the accusations than the money I really don’t understand what they mean.

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Dear margs,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with UltraAu Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Did you receive any notifications or warnings while playing the games that might suggest restricted betting activities?
• Have you encountered any technical issues or glitches while playing on the casino website?
• Have you been asked to complete the KYC verification, please?

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,

Katarina

Hi Katarina, Thank you for viewing my complaint.

occasionally I get an error msg that something went wrong with the connection and to reload the game and I think I did get that when I first loaded the Space Crystals game. I just reloaded it and it was ok. The games that are restricted don’t load at all so you can’t play them anyway.

apart from internet connection lost reload again no other notices came up

These type of casinos which you find on Facebook don’t ask for Kyc verification or for any type of id. They just ask for name Payid number and account and bsb number.

can you please explain to me in simple terms what those violations they say happened mean especially that flagged bets one.

I am a 65 year old lady I only know the very basics to just be able to use Facebook, play games and calls.

if you need anything else please let me know.

Thank you

Margaret

Dear margs,

thank you for your reply.

It is difficult to determine the specific reason without further details for the casino's support flag. Violations of the terms and conditions can occur for a variety of reasons. To ascertain the cause, could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Hi Katarina, I have sent what you requested to your email.

if you require anything else please don’t hesitate to contact me.

Regards

Margaret

Dear margs

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, MIchal ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Katarina

Hello margs,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I regret to inform you that our ability to assist you will be quite limited. We have received multiple complaints in the past from Australian players regarding several questionable casinos operating without an official, reputable gaming license and with a very low safety index rating. While for a certain time the casinos operate relatively fairly and occasionally pay out winnings, these casinos often employ strategies to avoid paying out winnings in most cases, a higher amount of winnigs—such as issuing fake payment confirmations, accusing players of rule violations without providing solid evidence, the winnings not being recognised by the game provider, or employing other tactics that operate at the very margins of fair and ethical conduct. On top of this, their customer support has proven unhelpful. Unfortunately, based on all the above and our experience, the likelihood of reaching a positive resolution regarding your case with this casino appears to be very low. I strongly advise against any further deposits to this or other similar casinos, and make sure to check the reviews of each casino before depositing your money.

Nevertheless, I will make an effort to contact the casino and see if there is any way I can assist you.

We would like to invite UltraAU Casino to join the conversation.

Dear UltraAU Casino,

Could you please provide further details, along with supporting evidence, explaining how the player is alleged to have breached the rules when the issue appears to stem from an error within the game itself? I would like to understand how the player could have influenced this. I would also appreciate it if you could forward me the purported game provider report concerning the error for independent verification, as there are valid concerns regarding its authenticity.

If there are any factors relevant to the situation that cannot be shared publicly, please send them directly to me at [email protected].

Hi Michal, Thank you for looking into my complaint. The thing that upsets me the most is that they accuse m

Hi Michal, Thank you for reviewing my complaint. This is the second time it happened to me the previous one wasn’t resolved. It has been happening to a lot of people I have seen them on Facebook. These type of casinos make it easy to join and they have the Payid option for deposits and withdrawals and do not ask for any ids or even your address. They are found on Facebook. I have joined lots of them and have won and been paid by them. But there are obviously ones that just scam people. The thing that upsets me the most is the accusations and lies. I have even deposited money in a few of them and they said they didn’t receive it. So I ended up losing the deposits. I did a dispute with my bank for one of them and they couldn’t get anything out of them. So I understand what you are saying if they don’t come to a solution then at you tried. Thank you

Regards

Margaret

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Michal, Thank you for the update. Thank you for extending the time to respond. Hopefully they will reply. Thank you for trying.

Regards

M***** A*****

Dear margs,

I want you to know that I’ve contacted them repeatedly, hoping they would finally provide some clarity or evidence regarding the alleged "restricted betting activities." Unfortunately, as I expected, their responses were unhelpful and frankly repeated what you’d already been told — and they still did not provide any proof to support their claims.

Without any meaningful cooperation from their side, we’ve reached a point where there is sadly nothing more we can move forward with. Because this casino operates without a valid licence and doesn’t work with an ADR service, there is no regulatory body we can escalate your case to for further help. I’m truly sorry, because I know how unfair and frustrating this must feel.

Given the circumstances, the only option we have is to mark your complaint as "unresolved" in our system. I fully understand that this is not the resolution you were hoping for. Even so, your complaint still has value: unresolved cases contribute to lowering the casino’s rating, which can pressure them to improve their behaviour and also help protect other players from having a similar experience. If the casino ever decides to engage or provide new information, we will immediately reopen your complaint and notify you by email.

Please take good care when choosing where to play in the future. I strongly recommend avoiding this casino and any similar ones and always checking reviews, user experiences and licensing information before depositing money. You, just like any other player, deserve fair treatment.

Best regards,

Michal

Casino Guru