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UltraCasino - Wont accept my bank statement


Complaint Info

Disputed casino



€ 220

Posted on February 9, 2023


I have a problem with getting this casino to accept my bank papers, as they first wrote that they accepted screenshots, but they still say that they cannot accept my screenshots and request a pdf file with lots of information that I have no way of finding my bank. I have instead sent various screenshots with all the information, but they still refuse to accept this. don't know how to proceed as I can't give them more information than I already have. it is about a withdrawal of 220 euros.

I have all screenshots I sent them saved so that I could show you

Really hope you can help me

Posted on February 13, 2023


Thank you for raising this with us!

I have checked with our customer support and they have informed you accordingly. The screenshots you have uploaded do not have all the following information visible on the same page.

- We need an image of a document from the last 3 months, which can be a letter from the bank, a bank statement, or a page from your Online banking. This needs to show the following:

Account holder's name
Bank's letterhead/logo
Date (within the last 3 months)


If you are unsure how to download the document within your online bank, you can contact your bank directly and they are able to assist you with this.

Hope this answers all your questions!

Kind regards,

Posted on February 17, 2023

Dear @Staig,

Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

UltraCasino Complaints

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