Hi,

Upon receiving a recommendation for this casino website through your platform, I felt confident in giving it a try. However, after making a small withdrawal, my confidence in the process has significantly diminished. I've diligently provided all the requested documents, but it seems the casino is unreasonably uncooperative, a sentiment that is echoed in various online reviews.

Initially, they requested a bank statement to verify my account, a standard procedure for MGA licensed casinos. I promptly submitted a mobile screenshot, as per their instructions, which displayed the issuing bank, logo, account number, and my full name. Unfortunately, this document was rejected on the grounds that it was scanned and lacked a visible date. I assure you, the document included a clear date and time stamp.

In response, I sent two additional documents: a screenshot from my computer and a PDF from my bank. Regrettably, both of these submissions were also denied, with the new requirement that screenshots were no longer accepted. They requested a PDF statement directly from the bank, an option that is not available to me.

Despite my efforts, I'm unable to obtain a bank statement that meets their stringent criteria. I've even consulted with my bank, but they're unable to provide the specific format Ultra Casino now demands.

I'm growing increasingly convinced, in light of similar experiences shared by others, that the casino's actions are designed to either compel me to reinvest my winnings or force me to surrender them, a tactic often employed with dormant accounts.

Warm regards,

Dear Mackan1987,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Mackan1987,

Have you received your withdrawal from the casino yet?

Dear Mackan1987,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.