Universal Slots Casino - 選手の退会が遅れました。

Good day,

I've been waiting since September 17th. for a payout.

Before it was only within 1-2 days I've been waiting for 2 weeks.

The provider claims in the chat that the payout is processed with priority. That's not true, otherwise it would have been paid out long ago.

Please help me

Guten Tag,

ich warte seit dem 17.09. auf eine Auszahlung.

Vorher ging das innerhalb von 1-2 Tagen nurn warte ich bereits seit 2 Wochen.

Der Anbieter behauptet im Chat, dass die Auszahlung priorisiert bearbeitet wird. Das stimmt nicht, sonst wäre schon längst ausgezahlt.

Bitte helfen Sie mir

Dear Phatty,

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 you have made successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

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

Hello,

So far I haven't made any withdrawals. I sent my papers by mail because I sent the proof of address as a .pdf.

I made the profit without an active bonus.

Hallo,

Bisher habe ich keine Auszahlungen vorgenommen. Meine Papiere habe ich per Mail gesendet, da ich den Adressnachweis als .pdf verschickt habe.

Den Gewinn habe ich ohne aktiven Bonus gemacht.

Thank you for your reply, Phatty. Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed in your account?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hello,

the payout says: "in progress"

Not more. If I ask in the chat, the only answer is that you would forward it.

Hallo,

die Auszahlung steht auf: "in Progress"

Mehr nicht. Wenn ich im Chat nachfrage, kommt nur als Antwort man würde es weiterleiten.

Thank you very much Phatty for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Phatty

I'm Michal and I have taken over your complaint. I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Universal Slots Casino to join the conversation.

Dear Universal Slots Casino,

Can you please provide some information regarding the player's withdrawal delay?

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.

Dear Phatty,

Thank you for bringing this concern to our attention.

Your complaint has been escalated to our support team; who will do their utmost to look into your query and revert back with feedback as soon as possible.

Dear Phatty,

Sorry for the late reply, your withdrawal was under review and our security department found, that you have forbidden bets with the Deposit Bonus you made and left your bets frozen to then resume without using the bonus and proceeded to make a new deposit. This behavior is forbidden and is made clear in our Bonus T&Cs - T&C Bonus

Nevertheless, assuming that this term was unknown to you; we have refunded the original amount deposited to your account

Please let us know if you have further questions

Best regards,

UniversalSlots Support Team

Hello Phatty

Do you agree with the above statement from UniversalSlots Support Team, please?

This is actually new to me.

I played like I always do.

And somehow it surprises me that it takes weeks to tell me about it.

Das ist mir tatsächlich neu.

Ich hab so wie immer gespielt.

Und irgendwie wundert mich das, dass man dafür Wochen braucht um mir das mitzuteilen.

Dear Phatty

It's quite usual that the gameplay check is carried out before the withdrawal request, and the actual check can take even a few weeks, it all depends on various factors. The main thing here is, that as the casino states you made and left your bets frozen to then resume without using the bonus and proceeded to make a new deposit. This behavior/strategy is not allowed in almost any casino. Unfortunately, as this was in breach of the casino's terms and conditions, the casino has the right to cancel your withdrawal and forfeit the winnings.

Another thing would be if you are 100% sure that you didn't play like the casino stated, but once the casino provides evidence to us of such play, it would be clear that you breached their terms and conditions. A generous step from the casino is to return you back your deposit. Is this OK with you?

Dear Phatty,

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.

Dear Phatty

Unfortunately, as you have not responded to our messages and questions, we are unable to investigate further and have no choice but to reject this complaint. There is not much that can be done without your cooperation.

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Michal

The player can reopen this complaint at any time.