I requested a withdrawal a week ago and they are not processing my withdrawal, I have not broken any rules and I have verified my account. The chat agents all say the same thing, that they have processed the issue, even though they have not.

Dear Netoo25,

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,

Kristina

Let's wait another week in case something happens, it's never happened before that the withdrawal takes this long. And then I'm still wondering why the withdrawal status hasn't changed.

Thank you for your reply, Netoo25. I would like to emphasize that we always give the casino two full weeks to process each payment. I will keep this complaint open, and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience, and please, keep me informed about any further developments.

Fast-paced - Player Support

Usually responds in less than 3 minutes

Laura

CS Agent

Customer Support

Welcome to Vauhdikas support!

Hi! I would like to ask about the status of my withdrawal as I haven't moved in any direction for a week and a half. Are you going through some kind of KYC check or something similar?

10 minutes ago

Laura

Hi Vili, welcome to the chat

Give me a few minutes, I'll check for you.

Thanks

10 minutes ago

Laura

Vili, please allow me a few more minutes, thank you.

Yeah

six minutes ago

Laura

Vili, please allow me a few more minutes, thank you.

Okay

two minutes ago

Laura

Thank you Vili for your patience.

Withdrawal will be reviewed soon

Book a time with us and we will notify you by email.

We apologize once again for the inconvenience and delay.

Okay and thank you.

a few seconds ago

Laura

Is there anything else I can help you with today? ??

No thanks

a few seconds ago

I just had a chat with the casino, let's hope the withdrawal goes through ??

My problem continues and now they have confiscated 300 euros from my account and did not tell me why. As far as I know I have not broken any rules.

Vauhdikas.com - Support

19.6.2025 'at' 21.45 (3 days ago)

-> me

Hi Vili,

I hope you are doing well.

We are sending this email to inform you that your account has been permanently closed to ensure responsible gaming. Your account will not be reactivated. In addition, we have confiscated €300 and the original deposit of €75 has been returned to your account balance.

Your account will be restricted from today and you will not be able to log in. We also ask that you refrain from opening new accounts with any of our brands, as this is against our terms and conditions.

You can view our terms of use here:

https://www.ultracasino.com/fi/info/terms-and-conditions

In order to make a manual withdrawal of the amount in your account's cash balance, we need a bank statement from you. Below you will find more detailed instructions on the required document.

Bank statement

Please provide a PDF file of your bank statement XXXXXX from your online bank.

Accepted documents include:

- Screenshots from your online banking

- A picture of a printed bank statement.

- PDF document

- Letter from the issuing bank (signed and stamped) as proof of ownership of a specific bank account

The document must clearly state:

Your full name

Bank address

Bank logo

IBAN and BIC/SWIFT information.

Make sure the bank statement is not more than 3 months old.

If you have any questions, we are happy to help. Have a nice day!

Kind regards,

Karla

Fast-paced - Support

Milan

CS Agent

Customer Support

Welcome to Vauhdikas's Support!

Hello!

I have something for Karla, if he's available.

Sun, 12:42 PM

Milan

Hi, hope you are well :)

Could you please answer the questions for security reasons so that we can help you further: ?

Your phone number registered with the casino?

Your date of birth?

Email address registered with the casino?

----

Sun, 12:44 PM

Milan

My name is Milan and I will be happy to help you with any questions you may have regarding your casino account.

My money was confiscated and I was not told why, I waited over 2 weeks for my withdrawal

Sun, 12:44 PM

Milan

Please wait a moment while I check your account. I appreciate your patience.

Sun, 12:45 PM

Milan

After reviewing the account details, I can confirm that our relevant department confiscated 300Eur because it was a violation of the Terms and Conditions and the opening of a new account after the closure.

Your casino account balance is 75Eur which will be sent to you once your bank statement has been verified.

That's my first casino account here.

"opening a new account" after closing? How can that be possible if I have only made one account?

Sun, 12:49 PM

Milan

Yes, but your account at our sister casino brand Ultra Casino was requested to be closed due to gambling problems

When have I made such a request to them?

Sun, 12:50 PM

Milan

This was done before you opened a new account at Vauhdikas casino

This was done on 1st August 2024

Can I help you with something else right now, Vili?

Still, it's pretty unfair that 300 euros have been confiscated even though you didn't prevent anyone from coming to the casino in any way.

Sun, 12:53 PM

Milan

This is mentioned in our document Terms and Conditions https://www.vauhdikas.com/fi/info/terms-and-conditions

If a player account is closed due to gambling addiction or fraud, the person is not allowed to open a new player account. We are not responsible if the person manages to open a new account, and we are not liable for any direct or indirect consequential damages. We reserve the right to close any account opened in violation of this rule at any time.

So if I had lost, I wouldn't have gotten my money back, and if I had won, I wouldn't have gotten any winnings.

Is this what this condition means?

Sun, 12:57 PM

Milan

Our relevant department had thoroughly checked and decided that the terms and conditions had been violated and that the 300Eur Winnings should be confiscated, including the closure of the current account.

Okay, thanks, I'll wait for the 75 euros to come back to my account, I've already sent the bank statement.

Sun, 12:58 PM

Milan

Unfortunately, there is nothing more I can do to help you with this, Vili.

Milan

Where did you email the bank statement and when was it made, Vili?

I found it now and forwarded it to our relevant department to send you the withdrawal of 75Eur manually

Hey, that's enough.

6 minutes ago

Milan

Once this is done, you will be notified immediately

The instructions/rules here at Speedy Casino don't mention that sister casino collaboration/and the ban doesn't apply to this casino.

6 minutes ago

Milan

It refers to opening new accounts in our group

It doesn't directly refer to the issue.

If an account is closed due to problem gambling, gambling addiction or fraud, the individual is not allowed to open a new account. We are not responsible if the individual succeeds in opening a new account, nor for any direct or indirect consequential damages. We reserve the right to close any account opened in violation of this rule at any time.

4 minutes ago

Milan

Our relevant team will carry out this in accordance with the Terms and Conditions, and unfortunately the final result will not change.

Yes, but I can appeal this further.

4 minutes ago

Milan

Can I help you with anything else, Vili?

I see

Because there's clearly a mistake in the rules there. And the Ultracasino rules don't apply here, there are completely different rules here if you read them.

It doesn't help that you email me the rules/instructions of Ultra Casino. When I play at a fast-paced casino and here the rulebook doesn't read the same way as at Ultra Casino

2 minutes ago

Milan

If you wish to continue the case, you can appeal the decision in accordance with the Terms and Conditions instructions.

Yes, I am complaining. Thanks for your help.

now

Unfortunately, if you request self-exclusion due to gambling addiction from one casino with an MGA license, all casinos operating under the same license seal should adhere to this and close accounts in all associated casinos.

• Could you please clarify if you only deposited €75 into this specific casino?
• Have you already received the refund?

Additionally, if there is any other relevant communication between you and the casino, please forward it to [email protected]. Alternatively, you can post it here. Thank you in advance.

Yes, I deposited 75 euros and they withheld 300 euros from the winnings. I haven't received the 75 euros refund yet, I received an email from the fast casino that they are appealing the decision of ecogra. The more important thing is that the rules of the fast casino do not mention the sister casino that I have applied for a ban from. In fact, the rule book is different for a long time at the fast casino than at the casino that I had applied for a ban from in 2024

Thank you very much, Netoo25, for your cooperation. I will now transfer your complaint to my colleague Jozef ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Netoo25,

Thank you very much for sharing your negative experience. We are now going to reach the casino team.