Ultima Casino - Player’s withdrawal is delayed.

Ultima casino. Account fully verified and have been waiting 15 days now and still say withdrawal is pending. Never known any casino take so long. Same generic email responses. Is this site genuine?

Dear Gary202312,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Ultima Casino. Please allow me to ask you a few more questions before we would move forward.

Could you please advise since when exactly has your account been fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino about the pending withdrawal?

I hope we will be able to help you resolve this problem as soon as possible. Thank you in advance for your response.

Best regards

Veronika

It was fully verified from the 10th May when it allowed me to make the withdrawal. All of the winnings were with real money and there was no bonus or play through. Last response was yesterday. They have constantly said it is been processed but 15 days seems excessive and never waited like that before from any other casino.

Please allow me to clarify the situation: the status of your withdrawal is processed or pending?

It said pending when I shut my account. They now say its been processed.

Do I understand correctly that you closed your account? Do you know since when exactly is your withdrawal status "processed"? Usually, we recommend the players wait 14 days for their winnings to arrive - starting from the day their withdrawal was processed.

Yes I asked them to close my account and send me the money I was owed. This was 3 days ago now. The original pending withdrawal was 19 days.

Thank you very much, Gary202312, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem resolved to your satisfaction in the near future.

Hello there,

Thank you Gary202312 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Ultima Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Thank you very much for your help. I will wait for any news now.

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.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter