Ultra Casino - A conta do jogador foi bloqueada.

i was playing on pressenter group ( ultracasino, justpin, 21.com, neonvegas, RapidCasino.com, NitroCasino.com, CasinoFest.com, XLBet.com) casinos, using casinobonuses and freespin offers and also playing with my own money. recently they sent me email stating i had broken some rules and closed all my accounts and froze my funds.

I asked them what rules i broke, and demanded that they would send back my money in my accounts, but they haven't communicated back. it's been like a week since then.

i had over 22000e spread among all my accounts, so its quite a big sum of money. i feel like i didn't break any rules, and they are just trying to steal my money.

I created the accounts through trustly, and the casino got all the personal information from it. more than that, they did not ask for any confirmations at any point. I created the accounts sometime in May 2021, as I recall, and played there regularly after that.

I played Casino games and used casino bonuses while playing.

the last reply from the casino came to the e-mail on 20 March 2023, which only stated that the matter has been transferred to the relevant department for processing, no answers were given as to why the accounts have been frozen or whether they intend to pay my money back as I requested.

Dear kenkahelena,

Thank you for sharing your complaint. I'm sorry to hear about the trouble you've experienced and would like to gather more information to better understand the situation. Can you confirm if you have completed the account verification process successfully? Also, please provide the specific games you were playing and clarify if your recent winnings were accumulated with or without an active bonus.

If there are any relevant communication records, please forward them to petronela.k@casino.guru.

We have received several similar complaints from players in Finland regarding casinos under the PressEnter Group. If you know of any other players who have experienced similar issues, please let us know.

We hope to assist you in resolving this issue as quickly as possible. Thank you for your prompt reply.

Best regards,

Petronela

I made the game accounts through Trustly, from which the casino got personal information, I did not do any other verifications, and the casino did not ask for them. I played casino games, I don't remember exactly which games, and I can't access the account to see the game history. winnings have been accumulated by playing casino bonuses.

pelitilit tein trustlyn kautta, josta casino sai henkilötiedot, mitään muita varmennuksia en tehnyt, eikä casino niitä pyytänytkään. pelasin casinopelejä, tarkkaan en muista mitä pelejä, enkä pääse tilille katsomaan pelihistoriaa. voitot on kertynyt casinobonuksia pelaamalla.

Could you please forward any relevant communication to petronela.k@casino.guru? Please try to specify the games that you played (live casino games, slots, or sports betting). Have you received any winnings from this casino in the past?

i played 99% slots, and only a few bets on the betting side. I have won from this casino before and cashed out winnings before.

pelasin 99% kolikkopelejä, ja vain muutamia vetoja vedonlyönnin puolella. Olen voittanut tältä kasinolta aiemmin ja kotiuttanutkin voittoja aiemmin.

Thanks for providing additional information. We have received multiple similar complaints from Finnish players about this matter, so we will need to have an internal discussion. We appreciate your understanding and ask for your patience, as we will get back to you in the next few days.

Hi kenkahelena,

Thank you for contacting us regarding this!

We have asked the relevant department for an update regarding your case. We will let you know as soon as we have received a reply back!

Kind regards,

Sally

Dear kenkahelena,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We have addressed the topic as promised during our internal meeting. While we acknowledge that some complaints were submitted up to a month ago, we also need to take into consideration that investigating such matters can be time-consuming. In fact, we discovered that nine players raised concerns with our Complaints Resolution Center regarding the entire PressEnter Group, involving eight casinos, resulting in over 70 active cases. The investigation is being conducted by the entire group of casinos carefully, and we have already informed the affiliate team of PressEnter casinos. We appreciate your patience as the casinos gather evidence and work towards resolving the matter. Thank you.

After some weeks of internal discussions and communications with the casino, no progress has been made regarding this case. We acknowledge that the investigation may be stalled by the involvement of multiple casinos and players, and therefore, we recommend seeking assistance from the Licensing Authority. As a possible solution, we suggest reaching out to eCOGRA, the official Alternative Dispute Resolution of the casino, by submitting your request here.

ADR is a free of charge service and the ruling reached by the nominated ADR entity will be considered final by both the Company and yourself, subject to full representation being given to all parties involved. You may submit a Claims Form at https://ecogra.org/forms/adr-dispute-step-1. Alternatively, you may email eCOGRA with details of your complaint at complaints@ecogra.org.

Kindly refer to this complaint as a point of reference. Let us know if you need any assistance when filing the official complaint and keep us informed about any further developments. Thank you in advance. 

Dear kenkahelena,

Have you succeeded in contacting the official ADR of the casino? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.