Ultra Casino - La cuenta del jugador ha sido bloqueada.

I have been playing in this casino group pressenter group (ultracasino, justpin, 21.com, neonvegas, RapidCasino.com, NitroCasino.com, CasinoFest.com, XLBet.com) but recently they just suddenly froze all my accounts so I can't log in or withdraw my money (at least 24,000 e, probably more, I'm still missing some information because they haven't provided it to me even though I asked for it.)

On 03/14/2023 they sent me an email stating that I had broken some rules, which I don't think I had. I just played like I've been playing for a while. they refuse to communicate with me, I have asked for a case number to file a complaint with eCOGRA, but they have. basically they are just stonewalling and refusing to give me answers as to why they froze my account and haven't commented on my request for a refund.

it is a huge amount of money that i feel they are just trying to steal from me. I noticed that there have been other similar complaints filed against them and basically the same thing happened to me.

I had been playing at these casinos for about 9 months, they never asked me for further confirmation, they got their information from signing up with trustly. I had been playing mostly casino games and only a few occasional sports bets. the winnings accrued mainly from the casino's bonus offers.

Olen pelannut tässä kasinoryhmän pressenter-ryhmässä (ultracasino, justpin, 21.com, neonvegas, RapidCasino.com, NitroCasino.com, CasinoFest.com, XLBet.com), mutta äskettäin he vain yhtäkkiä jäädyttivät kaikki tilini, joten en voi kirjautua sisään tai nostaa rahojani (ainakin 24 000 e, luultavasti enemmän, minulta puuttuu edelleen joitain tietoja, koska he eivät ole toimittaneet sitä minulle, vaikka pyysin sitä.)

14.03.2023 he lähettivät minulle sähköpostin, jossa todettiin, että olin rikkonut joitain sääntöjä, mitä en usko, että olin tehnyt. Pelasin juuri kuin olisin pelannut jonkin aikaa. he kieltäytyvät kommunikoimasta kanssani, olen pyytänyt tapausnumeroa tehdäkseni valituksen eCOGRAsta, mutta he ovat tehneet niin. pohjimmiltaan he vain kivittelevät ja kieltäytyvät antamasta minulle vastauksia, miksi he jäädyttivät tilini, eivätkä ole kommentoineet mitään pyyntööni palauttaa varojani.

se on valtava rahasumma, jonka minusta tuntuu, että he yrittävät vain varastaa minulta. Huomasin, että heitä vastaan on käynnistetty muita samanlaisia valitustapauksia, ja sama tapahtui periaatteessa minulle.

Olin pelannut näillä kasinoilla noin 9 kuukautta, he eivät koskaan pyytäneet minulta lisävahvistusta, he saivat tietonsa rekisteröitymisestä trustlyyn. Olin pelannut enimmäkseen kasinopelejä ja vain muutamia satunnaisia urheiluvetoja. voitot kertyivät pääasiassa kasinon bonustarjouksista.

Dear samiahma,

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 have played casino games, the winnings have mostly come from playing the bonus.

Accounts have been verified.

Olen pelannut casinopelejä, voitot ovat tulleet suurimmaksi osaksi bonusta pelatessa.

Tilit on vahvistettu.

Thank you, samiahma, for the clarification. Could you please forward confirmation of successful verification to petronela.k@casino.guru? Also, please clarify what games you played (live casino games, slots, or sports betting). Have you received any winnings from this casino in the past?

I can't get into the game accounts, so I don't get any confirmation that the accounts were verified. if they asked me for any documents, I sent them. I played slots mostly. maybe sometimes a few bets on sports. I have won before.

en pääse pelitileille sisään, joten mitään vahvistusta en saa siitä että tilit oli vahvistettu. jos he jotain dokumenttejä minulta pyysivät, niin ne lähetin. Pelasin kolikkopelejä enimmäkseen. ehkä joskus muutaman vedon urheiluun. Olen saanut voittoja aiemmin.

Thank you, samiahma. I wanted to touch base with you about some recent complaints we've received from Finish players over the last couple of weeks. We're taking the issue seriously and discussing it internally, and we'll definitely keep you in the loop as we come to a resolution. In the meantime, I was wondering if you could let me know if you've had any successful payouts from this casino in the past? Your feedback would be really helpful to us as we work to address these concerns. Thanks so much for your patience and cooperation.

I have received successful payments.

olen saanut onnistuneita maksuja.

Thank you, samiahma, for the clarification. As I mentioned previously we will discuss the issue internally and get back to you in the upcoming week. Thank you for your patience.

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 samiahma,

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, 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.