The player from Peru had his winnings confiscated after playing with a bonus in the casino. We closed the complaint because the player stopped responding.
Ultra Casino - Player's winnings were confiscated.
Amount: 1,850 S/.
Ultra Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
Public
Public
1 year ago
Translation
I registered at Ultracasino on February 3 at 10:10 a.m. and made my deposit of 200 soles and they gave me a bonus of the same amount, I used the casino services and after betting more than 400 times, I requested a withdrawal of 1013 soles on Friday, February 3 at 4:42 p.m. which, according to the frequently asked questions provided by the same casino, reiterates that the withdrawal takes a maximum of 72 hours to be processed.
I made the claim on February 7 through an agent who gives me customer service in the help access provided by the same casino page. Which they did not solve for me and they only ask me to keep waiting longer and longer.
Then when I request the claim once again, they tell me that I have to wait for the account to be verified
Finally, on February 8th, they ended up canceling my first withdrawal of 1013 soles and finally they ended up taking 1850.20 soles from me, counting my first requested withdrawal that they canceled plus what I had left of real money earned up to that date in my account, leaving me with only 200.05 soles. .
I request that the casino return the money that was taken from me because it was earned justifiably assuming the risks of losing the money earned in the games offered by the Casino.
I leave my contact information that they asked me to register.
ID: *****
Full names: Keving *****
Email: s******@hotmail.com
Address: ***** - PERU
Edited by a Casino Guru admin
Automatic translation:
Public
Public
1 year ago
Dear kevsolano,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue. Please allow me to ask a few questions so I better understand the situation.
Could you please explain what justification the casino used in order to cancel your withdrawal and confiscate your winnings?
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,
Tomas
Public
Public
1 year ago
Translation
When making the claim in this regard, they sent me an email which mentions the following.
we could not process your withdrawal because the bet placed is over the limit, 1850.25 confiscated and 200 soles were left in your casino account.
Automatic translation:
Public
Public
1 year ago
kevsolano,
I checked the bonus T&Cs and I found this:
Apuesta máxima
La apuesta máxima por giro de tragamonedas / juego de mesa, mano / video póker cuando se juega con el dinero del bono es de PEN 20 o EUR/USD/CAD/NZD 5 o SEK/NOK 50. Si se incumple esta norma, el jugador acepta que se le retire el bono y cualquier ganancia asociada.
Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets:
The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.
Could you please explain if you breached this rule during the time the bonus was active?
Please let me know.
