Ultra Casino - Player's account has been blocked.

I got an email where they told me they have a reason to suspect that I have broken their terms of service.

I asked what have I broken and I haven't gotten any answer.

I have followed the bonus terms and checked what is the maximum allowed bet and which games are not allowed with bonus money.

They gave a lot of very good bonuses and it seems like they are not happy that I managed to win money with those.

Now their position is that they can just take all of my deposited money, as well as winnings from bonuses. All of my accounts are closed and I can't even try to withdraw my money out.

In the email they wrote that they are taking all of my winnings and bonus money, but they are trying to take all the money in my accounts in reality.

They did this on 8 different sites that are all run by BPGroup.

"Hey,

As I am sure you are aware, under our terms and conditions we have the right to review account transaction information and if we suspect that a player has engaged in illegal gaming, we have the right to close and freeze the account and confiscate bonuses and winnings obtained as a result of illegal/violating gaming.

Following your recent withdrawal requests, we have reviewed your information and have reasonable grounds to suspect that you have used our services in bad faith and in violation of our terms and conditions.

In accordance with terms 17 and 20, we have decided to close your gaming account and any other accounts you have with us, and we will confiscate any winnings remaining on your account and any bonuses you received in breach of our terms.

Regards,

21.com

Anni"

This is the only email I got and no answer to my question as to how I can get my money back from the site.

Dear Amitaa,

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. Do I understand correctly that €300 (dispute value) is being held in your casino account? Which bonus did you use to accumulate these winnings? Could you please advise if you passed the KYC verification before the casino blocked you?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here

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,

Kristina

Hey!

Yes, the account has that amount, all of which is my own money. No bonus balance at all. I used many different bonuses, all of which were deposit bonuses. Some of them gave bonus money and some gave free spins.

KYC has been completed and I have previously withdrawn money from the casino.

The quote from the original message is the only email the casino has sent me. This message also came only from 21.com casino, which is the same group as these other casinos that closed my account and seized the money.

I haven't received a response even though I asked for more information about closing my Game Account and getting my money back more than 12 days ago.

Thank you very much, Amitaa, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Hello Amitaa,

It's Michal again, and I have taken over this complaint. As I have mentioned in other cases for these casino group casinos I have reviewed this case, and I will contact the casino representative to see if I can help.

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

Dear Ultra Casino,

Can you please provide information on why was the player's account blocked?

If the information can't be shared publicly, please send them to michal.k@casino.guru

Hi Amitaa,

Thank you for contacting us regarding this!

We have asked the relevant department for an update regarding your case. We will let you know as soon as we have received a reply back!

Kind regards,

Sally

Dear Amitaa,

Just so you know, I'm still waiting for the evidence from the casino, to be able to better understand the situation.

Dear Sally / Ultra Casino,

I know it takes time to gather all the relevant information and the situation seems more complex than it first appeared, but when can I expect to hear from your security department?

Hi Amitaa,

We are sorry for the delay here, still awaiting feedback from the relevant department.

Kind regards,

Sally

Dear Amitaa,

After some weeks of internal discussions and communications with the casino, no progress has been made regarding this case. We acknowledge that the investigation may be stalled by the involvement of multiple casinos and players, and therefore, we recommend seeking assistance from the Licensing Authority. As a possible solution, we suggest reaching out to eCOGRA, the official Alternative Dispute Resolution of the casino, by submitting your request here.

ADR is a free of charge service and the ruling reached by the nominated ADR entity will be considered final by both the Company and yourself, subject to full representation being given to all parties involved. You may submit a Claims Form at https://ecogra.org/forms/adr-dispute-step-1. Alternatively, you may email eCOGRA with details of your complaint at complaints@ecogra.org.

Kindly refer to this complaint as a point of reference. Let us know if you need any assistance when filing the official complaint and keep us informed about any further developments. Thank you in advance.

Dear Amitaa,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.