The player from Peru requested a withdrawal more than three weeks ago. It hadn’t been received. The withdrawal was then canceled, so the player requested another payment but to a different bank. The casino required further documentation to verify the payment, and the player sent this as requested. The casino then responded to say that the account was now verified and that the player should request the withdrawal again. The player did so and after a short time received their payment.
Ultra Casino - Player’s withdrawal has been delayed.
Amount: 1,960 S/.
Ultra Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Greetings.
A few weeks ago I deposited into my account and proceeded to play. I earned a little over 2,000 soles and requested the withdrawal of 1,960 soles on April 10. After sending many supporting documents (I have all the emails and others), they approved the withdrawal and to this day it does not appear in my account. I sent several emails last week and they told me that they would take it to the corresponding department.
To this day they no longer respond to any query email (which they did immediately). There are no additional means of communication and I cannot find any entity to which to submit my claim. It is not a lot of money but it is not a negligible amount either and it bothers me that they do not want to generate the payment. I honestly feel cheated.
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2 years ago
Dear CesarRK,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your payment is still pending inside the account without being processed? Is it an internal casino system issue, or it’s related to your account only? Were your winnings accumulated with or without an active bonus, please?
It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
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2 years ago
Translation
Greetings, Petrona.
The payment appears as APPROVED on the casino page and they also confirmed that approval electronically.
They also told me via email and live support chat that it must be an error in the banking system, for which they even asked me to send my contract and a photo of my debit card (which I already did).
According to what the casino indicates, from the withdrawal request to having the money in the bank account, the term is 5 business days maximum.
Yes, the winnings were given with a welcome bonus, after making my first deposit.
My identity and address verification was already approved before making said withdrawal request (in addition, they asked me to send evidence that the deposit I made was from my personal account, which I also did).
Cesar R********
Edited by a Casino Guru admin
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2 years ago
Thank you, CesarRK, for the update. Could you please advise how many days ago were contract and a photo of your debit card requested?
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2 years ago
Translation
Greetings.
This verification was requested by email on April 21, 2022 (I attach screenshots of the email).
As an update, yesterday (April 28, 2022), they canceled my withdrawal request and I have requested the withdrawal again but this time in another bank. I have been asked today to verify my bank account and I just sent it to the casino support email.
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2 years ago
Thank you very much, CesarRK, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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.
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2 years ago
Hello CesarRK,
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 provide an update on the status of the player's verification/withdrawal?
Kind regards,
Adam
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2 years ago
Hello CesarRK,
Sally here from UltraCasino!
I have spoken to our payments team and your account is now verified with the documents you provided.
Could you please re-request the withdrawal and our payments team will process it straight away.
We apologize for any inconvenience and thank you for your patience in this case.
Let me know if you have any further questions!
Kind regards,
Sally
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2 years ago
Thank you very much for the update, Sally and Ultra Casino.
Dear CesarRK,
Please keep us updated regarding the progress of your withdrawal.
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2 years ago
Translation
Greetings.
I just requested the withdrawal again (attached evidence), at 09:21 (Peruvian time).
Let's hope that this time they can process it and on time.
Thank you.
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2 years ago
Dear CesarRK,
Has there been any progress with your withdrawal? Please provide an update on the situation.
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2 years ago
Translation
Greetings.
They told me that my withdrawal was approved and yesterday (May 10) they told me by mail that they could not make the transfer and that I should try one more time (it would be the fourth time).
I have immediately reapplied for the withdrawal and again I am waiting.
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2 years ago
Thank you for the update, CesarRK.
We will extend the timer once more,
please continue to keep us updated on any developments in the meantime.
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2 years ago
Translation
The deposit has been made successfully.
Thank you very much for your help.
Greetings!
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2 years ago
Dear CesarRK,
I'm glad to hear that your issue has been resolved and that you have received payment. I will now mark the complaint as 'resolved' in our system.
Thank you for using the Casino Guru complaint resolution center. 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.
Kind regards,
Adam
