Ultra Casino - Player’s account has been blocked.

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

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

Ich konnte am Anfang relativ problemlos spielen und auch Geld abheben ( einmal 170 € ). Ultracasino hat mich dann aber informiert, dass sie die MGA Bedingungen erfüllen müssten und sie diese Dokumente bräuchten, ich habe jetzt nach mehreren Monaten auf einmal keinen Zugang mehr zum Casino, ich kann mich nicht mehr einloggen ( wegen den angeblichen zu verschwommenen Bildern des Ausweises), Sie können es ja selbst überprüfen, was ist ihre Meinung ?

Es gibt auch noch ein anderes Problem ( meine Kreditkarte wurde gehackt ) beim Überweisen eines Betrages an ein Casino ( so Six Payments Luxemburg ). Ich habe das UltraCasino rechtzeitig davon in Kenntnis gesetzt, eine neue Kreditkarte wird mir in Kürze zukommen ( diese Thema spielt im Moment aber keine Rolle ).

Ich verstehe eigentlich nicht wie man so ein Foto ablehnen kann, eine bessere Qualität ( wenn überhaupt ) kann ich nicht erreichen. Danke

Thank you for your reply, kniwli. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru?

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?

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.

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.

Hi,

I did not get any answer yet if my new photos are validated or not.

Have a nice day,

B*** F***

Do I understand correctly, that you have provided new, more clear photos?

Hallo,

ich habe neue Fotos meines Ausweises ( mit einem anderen Iphone ) an das Ultracasino geschickt. Der Empfang wurde mir am 10. August von Ultracasino bestätigt, dass meine Fotos eingegangen sind und einer Überprüfung unterzogen werden müssten. Leider habe ich bis diesbezüglich bis heute keine Antwort von Ultracasino erhalten,

ich habe weiterhin keinen Zugang zu meinem Konto, das noch immer gesperrt ist und sehr bedauerlich ist

Ich kann nicht darüber urteilen, ob ein Foto jetzt besser oder schlechter ist. Fakt ist, dass mein neuer Ausweise mit Spiegelbildfiguren ausgestattet wurden, was eventuell ein Nachteil bei einer Fotoaufnahme bedeuten könnte.

ich habe Ihnen ja den gesamten Inhalt des Dialogs mit Ultracasino bereits zugeschickt, ich kann das nochmals wiederholen. Eine schöne Woche, B*** F***

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.

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.

Hallo,

ich habe Ultracasino nochmals am Dienstag, den 17. August kontaktiert und darauf hingewiesen, dass ich jetzt schon seit einer Woche auf eine Antwort warte ob die neuen Fotos meines Ausweises akzeptiert werden oder nicht.

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

Dear kniwli,

Please let us know if you do consider this issue to be resolved at this point?

Hallo das Problem ist gelöst, aber ich werde mit Sicherheit nicht mehr bei Ultracasino spielen, ein Casino muss selbstverständlich immer alle Daten überprüfen, man kann daraus aber auch den Spieler grundlos schikanieren, das macht so definitiv keinen Spass. Ich möchte Casino. Guru aber für die Hilfe danken.

Hello kniwli!

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.