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I registered at Ultracasino on February 3 at 10:10 a.m. and made my deposit of 200 soles and they gave me a bonus of the same amount, I used the casino services and after betting more than 400 times, I requested a withdrawal of 1013 soles on Friday, February 3 at 4:42 p.m. which, according to the frequently asked questions provided by the same casino, reiterates that the withdrawal takes a maximum of 72 hours to be processed.

I made the claim on February 7 through an agent who gives me customer service in the help access provided by the same casino page. Which they did not solve for me and they only ask me to keep waiting longer and longer.

Then when I request the claim once again, they tell me that I have to wait for the account to be verified

Finally, on February 8th, they ended up canceling my first withdrawal of 1013 soles and finally they ended up taking 1850.20 soles from me, counting my first requested withdrawal that they canceled plus what I had left of real money earned up to that date in my account, leaving me with only 200.05 soles. .

I request that the casino return the money that was taken from me because it was earned justifiably assuming the risks of losing the money earned in the games offered by the Casino.

I leave my contact information that they asked me to register.

ID: *****

Full names: Keving *****

Email: s******@hotmail.com

Address: ***** - PERU

Me registré en Ultracasino el día 3 de febrero a las 10:10 horas y realicé mi depósito de 200 soles y me dieron un bono de la misma cantidad, use los servicio del casino y luego de apostar más de 400 veces, Solicité un retiro de 1013 soles el día viernes 3 de febrero a las 16:42 horas el cual según las preguntas frecuentes que brinda el mismo casino reitera que el retiro demora máximo 72 horas en ser procesado

hice el reclamo el día 7 de febrero a través de un agente que me brinda en el servicio de atención al cliente en el acceso de ayuda que brinda la misma página del casino. El cual no me lo solucionaron y solo me piden que siga esperando más y más tiempo. 

Luego al solicitar una vez más el reclamo, me dicen que se tiene que esperar a que la cuenta sea verificada

Por ultimo el 8 de febrero terminaron calcelandome mi primer retiro de 1013 soles y por ultimo me terminaron quitando 1850.20 soles contanto mi primer retiro solicitado que me cancelaron mas lo que me quedaba de dinero real ganado hasta esa fecha en mi cuenta dejándome con solo 200.05 soles.

Solicito que el casino me regrese el dinero que me quitaron por que se ganó justificadamente asumiendo los riesgos de perder el dinero conseguido en los juegos que ofrece el Casino.

Dejo mis datos de contacto que me pidieron al registrarme.

Dni: *****

Nombres completos: Keving *****

Correo: s******@hotmail.com

Dirección: ***** - PERU

Dear kevsolano,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue. Please allow me to ask a few questions so I better understand the situation.

Could you please explain what justification the casino used in order to cancel your withdrawal and confiscate your winnings?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

When making the claim in this regard, they sent me an email which mentions the following.

we could not process your withdrawal because the bet placed is over the limit, 1850.25 confiscated and 200 soles were left in your casino account.

Al realizar el reclamo al respecto Me enviaron un Correo el cual menciona lo siguiente..

no pudimos procesar su retiro debido a que la apuesta realizada se encuentra por encima del límite, 1850,25 confiscados y 200 soles fueron dejados en tu cuenta de casino.

kevsolano,

I checked the bonus T&Cs and I found this:

Apuesta máxima

La apuesta máxima por giro de tragamonedas / juego de mesa, mano / video póker cuando se juega con el dinero del bono es de PEN 20 o EUR/USD/CAD/NZD 5 o SEK/NOK 50. Si se incumple esta norma, el jugador acepta que se le retire el bono y cualquier ganancia asociada.

Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets:

The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

Could you please explain if you breached this rule during the time the bonus was active?

Please let me know.

Dear kevsolano,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.