The player from Luxembourg is struggling to pass the verification. The casino claims that documents are not of a sufficient quality. The casino blocked the player’s account. The player managed to provide a sufficient documents for verification and together with the help from the casino representatives the complaint is resolved.
Ultra Casino - Player’s account has been blocked.
Amount: €50
Ultra Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
I feel sorry but I have to contact you once again concerning this timeUltra-Casino. I have no access to my account, on their internet page is written that I have have made payoffs of more than 2000 € and this is not true, I only ordered once a payout of 170 € and that is all.
The Casino wrote me that they have to verify my ID card, credit card, and address, what I can well understand.
I sent them twice photos of my ID card, they tell me that my card is too blurry, although I feel really sorry, one can see every detail perfectly on the photo. It seems to me that I will never have access anymore to my account, unless a get a little help from Casino Guru
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3 years ago
Hello kniwli,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand correctly that you have made a successful withdrawal before? Or did the casino blocked your account after you requested the withdrawal of €170? How much money was in your balance before the casino blocked the account?
Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can post it here.
I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Kristina
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3 years ago
Translation
At the beginning I was able to play relatively easily and also withdraw money (one time € 170). Ultracasino then informed me that they had to meet the MGA conditions and that they needed these documents, after several months I suddenly no longer have access to the casino, I can no longer log in (because of the allegedly too blurry images of the ID card) You can check it out for yourself, what is your opinion?
There is also another problem (my credit card was hacked) when transferring an amount to a casino (such as Six Payments Luxembourg). I have informed the UltraCasino in good time, a new credit card will be sent to me shortly (this topic is not important at the moment).
I don't really understand how you can reject such a photo, I can't achieve a better quality (if at all). Thank you
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3 years ago
Thank you for your reply, kniwli. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru?
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3 years ago
Thank you for your email. Would you mind sending me a photo you provided to the casino? I would like to see how bad the quality is. Have you tried taking the photo again?
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3 years ago
I am sorry, kniwli, but I agree here with the casino that the photo is not of good quality. You have been presented with an example of how a photo of your ID should look like and this just doesn't match the criteria. I would recommend you provide a better picture as soon as possible, otherwise, your account won't be verified.
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3 years ago
Dear kniwli,
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
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3 years ago
Hi,
I did not get any answer yet if my new photos are validated or not.
Have a nice day,
B*** F***
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3 years ago
Translation
Hello,
I have sent new photos of my ID (with a different Iphone) to the Ultracasino. The receipt was confirmed to me on August 10th by Ultracasino that my photos had been received and should be checked. Unfortunately I have not received a response from Ultracasino in this regard until today,
I still have no access to my account, which is still blocked and very unfortunate
I can't judge whether a photo is better or worse now. The fact is that my new ID cards were equipped with mirror-image figures, which could be a disadvantage when taking a photo.
I have already sent you the entire content of the dialogue with Ultracasino, I can repeat that again. Have a nice week, B *** F ***
Edited by a Casino Guru admin
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3 years ago
Thank you very much kniwli for your reply. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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3 years ago
Hello kniwli!
From now on, I will take care of your complaint. I would like to invite Ultra Casino representatives into this complaint in order to help us resolve the issue.
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3 years ago
Translation
Hello,
I contacted Ultracasino again on Tuesday, August 17th and pointed out that I had been waiting for an answer for a week now whether the new photos on my ID would be accepted or not.
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3 years ago
Dear kniwli!
Karoliina here from UltraCasino! Thank you for sharing your feedback here at CasinoGuru!
First of all, I would like to apologize for the experienced inconvenience, and inform you that your account has been reopened yesterday 17th of August!
I went through your case with our payment manager to fully understand what has happened. You were requested to verify your account with ID, proof of address, and payment card on the 7th of July.
On the 9th of July, we checked the documents received and unfortunately the photos of the documents were not clear enough, so we requested you to send in new ones.
On the 18th of July, we received new documents from you, which were checked the next day. Proof of address was accepted at this point but other documents were not clear enough.
On the 20th of July, you uploaded a new picture of your ID, which was rejected again unfortunately due to it being too blurry, and therefore your account was closed on 21st of July as we didn't receive sufficient documents from you, but advising you that as soon as we would receive the documents, your account would be reopened.
On the 10th of August, we received the valid documents from you and these were accepted, but unfortunately, there was a miscommunication between our payment team and customer service team and you were not informed that your account can be reopened.
I'm happy to inform you now that your account has been reopened yesterday, 17th of August, and you should have full access to your account now. I have added a bonus to your account to compensate you for the experienced delay, and I wish that we are able to make your experience at UltraCasino better from now on!
I wish you all the best and good luck while playing at UltraCasino!
Kind regards,
Karoliina
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3 years ago
Dear kniwli,
Please let us know if you do consider this issue to be resolved at this point?
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3 years ago
Translation
Hello, the problem is solved, but I will definitely not play at Ultracasino anymore, a casino of course always has to check all data, but you can also harass the player for no reason, that's definitely not fun. I want casino. But thank the Guru for the help.
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