Ultra Casino - Igračeva isplata je konfiskovana.

Hi, i was playing on Ultracasino for more than 6 months (KYC verified) and deposited around 10.000 euros througn this period, i had few smaller withdrawals around 200-500 euros and everything was fine, problem occured when i won around 2500 (Two thousand five hundred) euros. I made instant withdrawal and waited. The next day they sent me an email claiming that there is a problem with my credit card and they canceled my withdrawal saying that i should try and make a new one. Even tho i made few withdrawals on the same credit card in the past. So i made a new withdrawal request. 3 days later they canceled my withdrawal again and conficated my 2503 euros claiming i had an active bonus (wich is not true) and that i was overbetting. On top of that they said i was using VPN to hide my IP adress (I saw on forums that there is bunch of people saying they were accused for same thing) wich is completely false. I do not use such applications and in adittion to that i made few withdrawals in the past and it was fine. Also i am KYC verified. I tried for a month speaking to them ensuring them i am not using VPN and that i wasnt breaking their rules because i know how strict they are. They offered me 300 euros of bonus money as a sign of a "Good will" and rejected everything i said. After few days my account manager stopped responding me even tho i was not rude or anything like that.

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Dear Antidote,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve encountered with your withdrawal and account status.

To understand your situation clearly, I would like to ask you a few additional questions:

• When exactly did you request the withdrawal of €2,503, and when was it cancelled for the first and second time?
• Did the casino provide any screenshots, logs, or explanations showing the alleged "active bonus" or "overbetting"?
• Is your account currently accessible, or has it been closed by the casino?
• You mentioned that you forwarded your communication with the casino — thank you for that. May I also ask whether you requested your full game history from the casino? This may be helpful for our review.

If you have anything else you believe might be relevant, please feel free to forward it to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

1. I made first withdrawal on October 14, 10:39 PM and it was canceled the next day (October 15, 9:03 AM) by them, saying there is a problem with my credit card and that i should make another withdrawal.

Second withdrawal request i made aprox. 2 hours later (October 15, 11:00 AM) and it was canceled on October 20, 11:10 AM.

3 minutes later they removed my balance.

2. I asked them for evidence of my violations and they told me that they will send it to me. Day or two later i came and asked in chat is everything ok, will you send me evidence of these accusations like you said you will and they told me i have everything in game history and that i can search for myself. Also no evidence was sent for VPN accusations.

3. My account is still accessible.

4. I requested it, yes. They told me i can find it on my profile or request it from their team ( They gave me some email wich i contacted 3 months ago about my deposits and never recieved an answer). I can send it to you through email Petronela.

Hi Antidote,

Thank you very much for your update and for clarifying the timeline. I’m sorry to hear that you still haven’t received any concrete evidence from the casino regarding the alleged bonus activation or VPN use.

Since the casino has not provided you with screenshots or logs to support these claims, we would like to review your own account data to verify whether any bonus was active during the period of your most recent gameplay.

If you do not have full game history available, or if the casino did not provide it to you, could you please send us the following instead:

• Cashier history screenshots (showing deposits, withdrawals, and any adjustments)
• Bonus history screenshots (showing whether any bonuses were claimed, activated, or expired)

These pieces of information will help us check if any bonus was indeed active and whether there is any basis for the casino’s overbetting claim.

You can forward the screenshots to petronela.k@casino.guru.

Thank you in advance for your reply.

Hello, i have sent full game history and some screenshots to petronela.k@casino.guru like you asked. Thank you.

Dear Antidote,

Thank you for forwarding the game history. I’ve reviewed it carefully and highlighted the key points to make the situation clearer:

• 14.10. 20:19 – Real cash deposit of 100 EUR + offer bonus credited
• → Several overbets occurred afterward (marked in red)
• 14.10. 21:35 – Issue bonus
• → Two further overbets, both 48 EUR (marked in red)
• 14.10. 22:15 – Real cash deposit of 150 EUR
• 14.10. 22:39 – Real cash withdrawal of 2503 EUR
• 15.10. 09:03 – Real cash cashout reversal

Based on this timeline, it appears that real funds and bonus funds may have been mixed during gameplay, which could explain why the casino is referring to bonus-related rule violations.

• Could you please let me know whether this interpretation makes sense to you from your perspective?
• To help us clarify this further, I kindly ask you to forward your bonus history as well — a simple screenshot will be sufficient.

For your reference, I will also send the highlighted game history to your email address, so you can review the same information on your side.

Thank you for your cooperation.

1. Hi Petronela, it makes sense, yes. But on my deposit of 150 euros that i made around 1 hour after i spent my balance i had only real cash balance of 0.87 eurocents, bonus money was 0, and you cant do anything with that. You can cancel bonus money if you have one but you cant cancel or withdraw real balance money if its few eurocents only. So my deposit of 150 euros was made on top of 0.87 eurocents (real cash) without any bonunes taken, no overbet occured as you can see from my game history, i had 1 euro bet until i won 2435.06 euros and made withdrawal.

2. There is no specific option in menu where you can see only bonuses that were used during sessions. They told me i can check that in game history. Im attaching few screenshots of the conversation with support.

After they removed my balance my VIP account manager stopped responding to me and every enquiry i had was "escalated to relevant team" but i never recieved an answer. Thats why i dont believe they will contact me but we shall see.

One more thing, can you change disputed money from 2503 to 2453 because i forgot to mention that after they accused me for violations they returned 50 euros from my last deposit.

Thank you.

Dear Antidote,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Hello Antidote,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

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.

We would like to ask the casino to reply to this complaint. The timer is extended by 7 days due to the holiday season. Failure to respond within this timeframe will result in the complaint being closed as 'unresolved,' which may negatively impact the casino's rating.

I have tried to contact the casino repeatedly but without success. Unfortunately, there is not much that can be achieved without cooperation from their side.

I will therefore mark the complaint as "unresolved" in our system. I understand that this is not a satisfactory solution to your issue. However, the decrease in the casino’s rating caused by unresolved complaints may help encourage a change in their approach.

If the casino decides to respond, we will reopen the complaint, and you will be notified by email.

The casino is licensed by the Malta Gaming Authority, so the next step would be to submit your complaint directly to them here:

https://www.mga.org.mt/player-hub/lodge-a-complaint/

If you need any help with this process, I will gladly assist you.

Best regards,

Matej

Thank you Matej for trying to help me, i sent a complaint to MGA, they told me that my kind of issue is not in their teritory and that i should contact eCogra.

Could you please forward me their reply? (matej@casino.guru)

I have sent you their answer to provided email. Thanks.

Hello Antidote,

I have reviewed the emails you sent me. MGA redirected you to their ADR provider (eCOGRA), and it appears that your dispute has been accepted.

As the amount in dispute is below €5,000, the decision will be binding on the casino. This means that if the casino loses the dispute, they are obliged to pay you. Overall, this is likely the best possible scenario.

You will need to wait for the final outcome, but the important point is that the decision will be binding.

From our side, unless there is anything else to address, I will close the case as unresolved with the status: waiting for the regulator’s decision. Once you receive the final answer, please reopen the case and we will close it accordingly.

Ok, thank you very much Matej.

I am closing the case as unresolved with the status: waiting for the regulator’s decision. Once you receive the final verdict from eCOGRA, please reopen the case.

Dear Antidote,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.

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,
Matej
Casino.Guru