Ultra Casino - Player's winnings have not been credited.

Guten Abend,

Ich hab ne beschwerde und zwar geht es darum dass ich am 22 März gegen 3 uhr morgens auf ultracasino gezockt habe und zwar das spiel gates of olympus. Ich habe da um genau zusagen beim bonus 393€ gewonnen die mir jedoch nie gut geschrieben wurden. Ich habe ultracasino selbst auch schon drauf angesprochen jedoch kam nie ne rückmeldung ihrerseits.

Mit freundlichen Grüßen

Kevin

Dear Kevin1995,

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 these bonus winnings have not been credited to your casino account? Could you please advise if these winnings have been recorded in your game history?

Additionally, if there is any relevant communication between you and the casino in the meantime, 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

Danke für die schnelle nachricht

Ich hab ihnen ein foto geschickt vom verlauf und ich hab bis heute noch nichts bekommen vom casino

Mit freundlichen grüßen

Thank you very much, Kevin1995, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Ich danke ihnen vielmals

Hello Kevin1995,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Ultra Casino to join the conversation and participate in the resolution of this complaint.

Dear Ultra Casino,

Can you please clarify what has happened to the player's balance?

Kind regards,

Adam

Vielen dank 🙂

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.

Hello Kevin1995,

I am now in touch with the casino via Skype, and awaiting further information. Consequently, I will extend the timer one more time.

Kind regards,

Adam

Ich danke euch für eure bemühung 🙂

Hello Kevin1995,

I am still awaiting further response from the casino, I will contact them once more.

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.

Kind regards,

Adam

Hi @Kevin1995

Thank you for raising this with us.

We apologize for the delay in your case.

We received an answer from our Casino team that you had been using the Ultra charge bonus that has a max cap. And the correct amount was added to your balance.

Maximum withdrawal from prizes is 3 times the bonus amount. https://www.ultracasino.com/en/promotions/leaderboard

Let me know if you have any further questions.

Kind regards,

Sally

Thank you for the explanation, Sally and Ultra Casino.

Dear Kevin1995,

Can you please clarify if you were using this bonus, and how much bonus was received?

Kind regards,

Adam

Dear Kevin1995,

Please respond and clarify the situation regarding the use of the bonus mentioned. I will extend the timer for 7 days. Please be aware that if we do not hear from you within the specified timeframe, the complaint will be rejected.

Kind regards,

Adam

Dear Kevin1995,

As we have received no further response from you, this complaint will now be rejected as mentioned.

It can be reopened at any time.

Kind regards,

Adam