Universal Slots Casino - Račun igrača je blokiran.

I have account on this casino from 1 month. I never used bonuses. I upload documents for verification 1 day after my registration. 5-10 days after my registration I make withdraw request, but I not receive my money. Everytime when I ask why on live chat they tell me that I am not verified and it will happens on same day and I will receive my money, but this not happens. After some days they deactivated my account without any reason... I write them couple of emails, but they not answer me....

Hello sneja_hs,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Were your documents reviewed after you submitted them, or your account has never been marked as verified?

Did the casino provide any list of required documents?

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

They not verified my account more than 10 days. On casino have list of needed documents. There don't have comunication, because they not answer me on emails.

Thank you for your reply, sneja_hs. Do I understand correctly that you have provided all documents mentioned in that list?

Also, could you please clarify when exactly you requested your withdrawal?

Yes I upload all necessary documents. I can’t see exactly when I put my withdraw request, because I can’t login in my account.

Thank you very much sneja_hs for your reply. I will now transfer your complaint to my colleague Tomas (tomas@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 sneja_hs,

I'll be assisting you with the complaint from now on. I will attempt to contact the casino to see if I can help.

We would like to invite Universal Slots Casino to join the conversation and to aid in the resolution of this complaint.

We would like to ask Universal Slots 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’.

We've received a message from sneja_hs:

"Hello,

I received my money by Skrill, but they still not answer me why they deactivated my account. We have some communication and I send it to you."

Dear sneja_hs,

Could you clarify whether all your balance has been returned to you?

Please understand, that we can’t penalize the casino for closing your account. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all. We don‘t consider this practice unfair as long as the casino has paid any remaining balance to the player.

Yes I received my all balance

I am glad to hear, you received everything sneja_hs. As I mentioned above, the casino can decide to close your account for any reason. I would recommend trying another casino.

We will now mark the complaint as 'resolved' in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with any casino in the future. We are here to help.