Ultra Casino - プレイヤーの賞金は没収されました。

Deposited 50 euros, no bonus linked to the deposit. Was going to withdraw 400 euros 350:- + my 50:-. Sent proof of address and driver's license.

got back that they had taken back the 350 euros and left my 50:-. Also they accuse me of using VPN? Deposited via my debit card and played from my WFI. Have requested proof that I used VPN but no response yet.

Satt in 50 euro, ingen bonus kopplad till insättningen. Skulle plocka ut 400 euro 350:- + mina 50:-. Skickade in bevis på adress samt körkort.

fick tillbaka att dom hade tagit tillbaka de 350 euros och lämnat kvar mina 50:-. Också anklagar dom mig för att använda VPN ? Satt in via mitt betalkort och spelade från mitt WFI. Har begärt bevis på att jag använt VPN men ingen respons än.

Dear Adddddeeee,

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.  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• How long have you been a player at this casino, please?
• Have you received a confirmation that your KYC verification is successfully completed, please?
• Do I understand correctly, that the accusations of using VPN is the only reason your funds have been confiscated?

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,  

Katarina

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

played slots

late 2024

Yes received an email stating that the verification was approved.

yes, as I understand it, that's the only reason they withdrew the money

MVH

A*****

Hej,

spelade slots

sen 2024

Yes fick ett mejl om att verifieringen var godkänd

ja precis som jag förstår det är det enda anledningen dom drog tillbaka pengarna

MVH

A*****

Dear Adddddeeee,

thank you for your reply.

Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Dear Adddddeeee,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Katarina
Casino.Guru