The player from Luxembourg is complaining about high unexpected deposit fees. The player was reimbursed the fees to his casino account. The issue was resolved.
Ultra Casino - Player is displeased with deposit fees.
Amount: €62
Ultra Casino
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Resolved
Our verdict
Generous casino
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hello, I made a deposit into my account at Ultra Casino using my Visa card for an amount of 500 euros. This deposit has also been credited to my Ultra account. But now I have noticed that my Visa statement was not debited with 500 euros, but with a value of 619.44 USD (562.53 euros) with the comment FLWROOFINGANDMETAL from Nigeria. My previous deposits have always gone through BP GROUP LTD in Malta. Is this legal or have I been ripped off?
Kind regards,
Alex
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2 years ago
Dear magnusovitch,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise in which currencies are your accounts held (bank and casino account)? Have you tried to communicate this issue with your bank? Usually, international transaction fees are managed by the banks.
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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2 years ago
Translation
Hi there,
My bank account and my player account at Ultra are both in euros. I never had any problems up until this transaction, which means that if I deposited 500 euros using my Visa card, I was charged 500 euros.
Kind regards,
Alex
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2 years ago
Could you please forward your bank statement showing the dispute transaction to petronela.k@casino.guru? Thank you very much in advance.
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2 years ago
Translation
Hello, I am sending you my statement of account.
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2 years ago
Thank you very much, magnusovitch, for the forwarded screenshot. It seems that the fee has been applied together with the deposited amount, not separately. Have you tried communicating this issue with your bank directly? International transaction fees are managed by the banks and if the funds are converted somewhere on the way, to face this problem is almost inevitable.
I know you said that you have never had any problems up until this transaction, but have you deposited funds into this specific casino previously? Have you used the same payment method?
Looking forward to hearing from you.
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2 years ago
Translation
Hello, I made other deposits to this casino before this transaction using the same payment method and never had any problems. I also spoke to the issuer of my Visa card. They can't tell me anything else. They only see what's on my visa statement. In order to do further research, I have to file a complaint with the police. Kind regards, Magnusovitch
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2 years ago
Thank you very much, magnusovitch, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) 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 although we can't promise any positive outcome as the fees are usually managed by the banks. However, maybe Ultra Casino could shed some light on this situation.
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2 years ago
Hello magnusovitch!
I will take care of your complaint from now on. I would like to ask representatives of Ultra Casino into this discussion in order to provide us with an explanation of the situation and help us resolve the deposit issue.
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2 years ago
Translation
Hello Tomas, I'm curious about your explanation. Not knowing at first that this transaction was related to Ultra Casino, I deposited to this casino on January 23 with a different card. This time only 100 euros, which were also booked on my player account. But when I pulled out my visa, I was again charged an amount of USD 119.13 (equivalent to EUR 107.92) with the comment: FLWMONEYTRANSFER, Lekki Nigeria. From some side I feel totally *****. With the best will in the world, I can't imagine Visa using any payment service provider in Nigeria to transfer 100 euros to another account in euros.
Edited by a Casino Guru admin
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2 years ago
Hi Magnusovitch!
Sally here from UltraCasino, thank you for reaching out regarding this!
I have contacted our payments department and will reply back to you as soon as they have provided an answer in this case!
Thank you for your patience!
Kind regards,
Sally
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2 years ago
Hello magnusovitch,
the casino representative contacted me and said they will inform you about the issue soon, either here or via mail.
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2 years ago
Translation
Hello, Thank you for your kindness. That would settle this case for me. Kind regards, Magnusovitch
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2 years ago
We appreciate the casino's act of goodwill to credit magnusovitch the amount of the unexpected fees to his casino account. We will now mark it as 'resolved' in our system. Thanks for your 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.
