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Hello, I made a deposit into my account at Ultra Casino using my Visa card for an amount of 500 euros. This deposit has also been credited to my Ultra account. But now I have noticed that my Visa statement was not debited with 500 euros, but with a value of 619.44 USD (562.53 euros) with the comment FLWROOFINGANDMETAL from Nigeria. My previous deposits have always gone through BP GROUP LTD in Malta. Is this legal or have I been ripped off?

Kind regards,

Alex

Hallo, Ich habe eine Einzahlung auf mein Konto bei Ultra Casino gemacht über meine Visa Karte für einen Betrag von 500 Euro. Diese Einzahlung ist auch auf meinem Ultra Konto eingegangen. Nun habe ich aber festgestellt, dass auf meiner Visa Abrechnung nicht 500 Euro abgebucht wurden, sondern ein Wert von 619,44 USD (562,53 Euro) mit dem Komentar FLWROOFINGANDMETAL aus Nigeria. Meine vorherigen Einzahlungen liefen immer über BP GROUP LTD in Malta. Ist dies legal oder wurde ich übers Ohr gehauen?

MfG,

Alex

Dear magnusovitch,

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. Could you please advise in which currencies are your accounts held (bank and casino account)? Have you tried to communicate this issue with your bank? Usually, international transaction fees are managed by the banks.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi there,

My bank account and my player account at Ultra are both in euros. I never had any problems up until this transaction, which means that if I deposited 500 euros using my Visa card, I was charged 500 euros.

Kind regards,

Alex

Hallo,

Mein Bankkonto sowie mein Spieler Konto bei Ultra werden beide in Euro geführt. Ich hatte bis zu dieser Transaktion nie Probleme, das heisst wenn ich 500 Euro über meine Visa Karte eingezahlt habe, wurden mir 500 Euro belastet.

Mfg,

Alex

Could you please forward your bank statement showing the dispute transaction to petronela.k@casino.guru? Thank you very much in advance.

Hello, I am sending you my statement of account.

Hallo, Ich sende Ihnen den Auszug meiner Abrechnung zu.

Thank you very much, magnusovitch, for the forwarded screenshot. It seems that the fee has been applied together with the deposited amount, not separately. Have you tried communicating this issue with your bank directly? International transaction fees are managed by the banks and if the funds are converted somewhere on the way, to face this problem is almost inevitable.

I know you said that you have never had any problems up until this transaction, but have you deposited funds into this specific casino previously? Have you used the same payment method?

Looking forward to hearing from you.

Hello, I made other deposits to this casino before this transaction using the same payment method and never had any problems. I also spoke to the issuer of my Visa card. They can't tell me anything else. They only see what's on my visa statement. In order to do further research, I have to file a complaint with the police. Kind regards, Magnusovitch

Hallo, Ich habe vor dieser Transaktion andere Einzahlungen auf dieses Casino getätigt mit derselben Zahlungsmethode und es gab nie Probleme. Habe auch mit dem Herausgeber meiner Visa Karte gesprochen. Die können mir auch nichts anderes sagen. Die sehen nur das, was auf meinem Visa Auszug steht. Um weiterführende Recherchen zu machen, muss ich Klage bei der Polizei einreichen. MfG, Magnusovitch

Thank you very much, magnusovitch, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future although we can't promise any positive outcome as the fees are usually managed by the banks. However, maybe Ultra Casino could shed some light on this situation.

Hello magnusovitch!

I will take care of your complaint from now on. I would like to ask representatives of Ultra Casino into this discussion in order to provide us with an explanation of the situation and help us resolve the deposit issue.

Hello Tomas, I'm curious about your explanation. Not knowing at first that this transaction was related to Ultra Casino, I deposited to this casino on January 23 with a different card. This time only 100 euros, which were also booked on my player account. But when I pulled out my visa, I was again charged an amount of USD 119.13 (equivalent to EUR 107.92) with the comment: FLWMONEYTRANSFER, Lekki Nigeria. From some side I feel totally *****. With the best will in the world, I can't imagine Visa using any payment service provider in Nigeria to transfer 100 euros to another account in euros.

Hallo Tomas, dann bin ich mal gespannt auf deren Erklärung. Da ich am Anfang nicht wusste, dass diese Transaktion mit Ultra Casino zusammen hängt, habe ich am 23 Januar mit einer anderen Karte auf dieses Casino eingezahlt. Diesmal nur 100 Euro, die auch auf meinem Spielerkonto verbucht wurden. Doch bei meinem Visa Auszug wurde mir wieder ein Betrag über 119,13 Usd (Gegenwert 107,92 Euro) belastet mit der Bemerkung: FLWMONEYTRANSFER, Lekki Nigeria. Von irgendeiner Seite komme ich mir total ***** vor. Kann mir beim besten Willen nicht vorstellen, dass Visa über irgendeinen Zahlungsdienstleister in Nigeia fährt, um 100 Euro auf ein anderes in Euro geführte Konto zu transferieren.

Hi Magnusovitch!

Sally here from UltraCasino, thank you for reaching out regarding this!

I have contacted our payments department and will reply back to you as soon as they have provided an answer in this case!

Thank you for your patience!

Kind regards,

Sally

Hello magnusovitch,

the casino representative contacted me and said they will inform you about the issue soon, either here or via mail.

Hello, Thank you for your kindness. That would settle this case for me. Kind regards, Magnusovitch

Hallo, Vielen Dank für ihr Entgegenkommen. Damit wäre dieser Fall für mich erledigt. MfG, Magnusovitch

We appreciate the casino's act of goodwill to credit magnusovitch the amount of the unexpected fees to his casino account. We will now mark it as 'resolved' in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.