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Greetings.

A few weeks ago I deposited into my account and proceeded to play. I earned a little over 2,000 soles and requested the withdrawal of 1,960 soles on April 10. After sending many supporting documents (I have all the emails and others), they approved the withdrawal and to this day it does not appear in my account. I sent several emails last week and they told me that they would take it to the corresponding department.

To this day they no longer respond to any query email (which they did immediately). There are no additional means of communication and I cannot find any entity to which to submit my claim. It is not a lot of money but it is not a negligible amount either and it bothers me that they do not want to generate the payment. I honestly feel cheated.

Saludos.

Hace unas semana deposité a mi cuenta y procedí a jugar. Gané un poco más de 2,000 soles y solicité el retiro de 1,960 soles el día 10 de abril. Después de mandar muchísimos documentos probatorios (tengo todos los correos y demás), aprobaron el retiro y hasta el día de hoy no figura en mi cuenta. Mandé varios correos la semana pasada y me indicaron que lo elevarían al departamento correspondiente.

Al día de hoy ya no responden ningún correo de consulta (lo cual hacían inmediatamente). No existen medios adicionales de comunicación y no encuentro ninguna entidad a la cual elevar mi reclamo. No es mucho dinero pero tampoco una cantidad despreciable y me molesta que no quieran generar el pago. Me siento sinceramente estafado.

Dear CesarRK,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your payment is still pending inside the account without being processed? Is it an internal casino system issue, or it’s related to your account only? Were your winnings accumulated with or without an active bonus, please?

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. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Greetings, Petrona.

The payment appears as APPROVED on the casino page and they also confirmed that approval electronically.

They also told me via email and live support chat that it must be an error in the banking system, for which they even asked me to send my contract and a photo of my debit card (which I already did).

According to what the casino indicates, from the withdrawal request to having the money in the bank account, the term is 5 business days maximum.

Yes, the winnings were given with a welcome bonus, after making my first deposit.

My identity and address verification was already approved before making said withdrawal request (in addition, they asked me to send evidence that the deposit I made was from my personal account, which I also did).

Cesar R********

Saludos, Petronela.

El pago figura como APROBADO en la página del casino y también me confirmaron por correcto electrónico dicha aprobación.

Me indicaron también por correo electrónico y chat en vivo de soporte que debe ser un error del sistema bancario, para lo cual me pidieron hasta enviar mi contrato y fotografía de mi tarjeta de débito (lo cual ya hice).

Según lo que el casino indica, desde la solicitud del retiro hasta tener el dinero en la cuenta bancaria, el plazo es de 5 días hábiles máximo.

Sí, las ganancias se dieron con un bono de bienvenida, después de realizar mi primer depósito.

Mi verificación de identidad y de domicilio ya estaba aprobada antes de realizar dicha solicitud de retiro (adicionalmente me pidieron que envié evidencias de que el depósito que hice fuera de mi cuenta personal, lo cual también hice).

César R********

Thank you, CesarRK, for the update. Could you please advise how many days ago were contract and a photo of your debit card requested?

Greetings.

This verification was requested by email on April 21, 2022 (I attach screenshots of the email).

As an update, yesterday (April 28, 2022), they canceled my withdrawal request and I have requested the withdrawal again but this time in another bank. I have been asked today to verify my bank account and I just sent it to the casino support email.

Saludos.

Esta comprobación me la solicitaron por correo electrónico el día 21 de abril del 2022 (adjunto capturas de pantalla del correo).

Como actualización, el día de ayer (28 de abril del 2022), han cancelado mi solicitud de retiro y he vuelvo a solicitar el retiro pero eta vez en otra entidad bancaria. Me han pedido hoy la comprobación de mi cuenta bancaria y acabo de enviarla al correo de soporte del casino.

Thank you very much, CesarRK, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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.  

Hello CesarRK,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Ultra Casino to join the conversation and participate in the resolution of this complaint.

Dear Ultra Casino,

Can you please provide an update on the status of the player's verification/withdrawal?

Kind regards,

Adam

Hello CesarRK,

Sally here from UltraCasino!

I have spoken to our payments team and your account is now verified with the documents you provided.

Could you please re-request the withdrawal and our payments team will process it straight away.

We apologize for any inconvenience and thank you for your patience in this case.

Let me know if you have any further questions!

Kind regards,

Sally

Thank you very much for the update, Sally and Ultra Casino.

Dear CesarRK,

Please keep us updated regarding the progress of your withdrawal.

Greetings.

I just requested the withdrawal again (attached evidence), at 09:21 (Peruvian time).

Let's hope that this time they can process it and on time.

Thank you.

Saludos.

Acabo de volver a solicitar el retiro (adjunto evidencia), a las 09:21 (hora peruana).

Esperemos que esta vez sí puedan procesaro y a tiempo.

Gracias.

Dear CesarRK,

Has there been any progress with your withdrawal? Please provide an update on the situation.

Greetings.

They told me that my withdrawal was approved and yesterday (May 10) they told me by mail that they could not make the transfer and that I should try one more time (it would be the fourth time).

I have immediately reapplied for the withdrawal and again I am waiting.

Saludos.

Me dijeron que mi retiro estaba aprobado y el día de ayer (10 de mayo) me comentaron por correo que no pudieron realizar la transferencia y que lo intentara una vez más (sería la cuarta vez).

Inmediatamente he vuelto a solicitar el retiro y nuevamente estoy a la espera.

Thank you for the update, CesarRK.

We will extend the timer once more,

please continue to keep us updated on any developments in the meantime.

Dear CesarRK,

Has there been any further progress?

The deposit has been made successfully.

Thank you very much for your help.

Greetings!

El depósito se ha realizado con éxito.

Muchas gracias por su ayuda.

Saludos!

Dear CesarRK,

I'm glad to hear that your issue has been resolved and that you have received payment. I will now mark the complaint as 'resolved' in our system.

Thank you for using the Casino Guru complaint resolution center. 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.

Kind regards,

Adam