Complaint #24 Universal Slots Casino

Payment delayed and then declined without any further justification

By kavaman

5 years ago

Message on forum

I deposited 100euro and played at Universal Slots on 6.may.2021. I met the terms and conditions of a bonus (30x playthrough), betting 3 euro bets the whole way trough the wagering requirements and much over that . I did play only games that were included in the t&c of the bonus.

They approved my documents, and after approving the documents the withdrawal was pending for over 10 days (48h max they state).

Then when i logged to see where my withdrawal was i saw that they had removed all of my balance except my deposit of 100 euros.

They owe me 2441,14euros to be exact, but now my balance is at my original deposit of 100 euros.

I would wish my full balance would be reinstated and i could withdraw it in full since to my knowledge i did not break any t&c.

Disputed Casino Universal Slots Casino

Reason Declined payment

Discussion

AskGamblers

• Support Team

4 years ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Universal Slots Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Universal Slots Casino

• Representative

4 years ago

Dear KAVAMAN,

We checked your case, and you unfortunately made bet over the max amount allow, in our terms & conditions are pretty clear the max bet could be 4€ or 0.30€ per line, and you have bets in a slots over the 0.30€ per line, in Starburst slot, this slots is a 10 lines slots, and that mean that if you have a bet for 4€ / 10 lines = 0.40€ per line.

All the proof was sent to AskGamblers support team.

Best Regards

kavaman

4 years ago

Thanks, its good that they ask to reopen complaints (this is now the 2nd time), but then don't reply. Anyway i hope this gets sorted out.

AskGamblers

• Support Team

4 years ago

Dear all,

This complaint has been reopened as per Universal Slots Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

Universal Slots Casino Complaint Stats

Resolved 8 / 9

Avg. Amount $1,024

Avg. Complaint Duration 4 days

Avg. Response Time 3 days

Universal Slots Casino Complaints

See all complaints for this casino

Delayed payment and no follow up progress

Hi,

Unfortunately I have found myself having to seek assistance from AG in order to have 2 pending withdrawal requests totalling approx $650 processed and paid by Universal Slots. The withdrawals were raised via the cashier on 17/2/22 and 18/2/22 respectively, electing for the funds to be paid via my nominated LTC and BTC accounts, and correct cryptoaddresses were also provided to the casino. At last check the two withdrawal requests remained in an "Under Review" status and had not been approved and/or paid.

I would firstly like to acknowledge after multiple years of playing at all Universal Group casinos, I have never experienced any issues with receiving withdrawals from them, in fact these casinos are where I do the majority of my deposits due to positive past experiences and quick multiple payment timeframes. That is why I am simply at a loss to understand why these pending withdrawals remain not processed.

The published casino timeframes for payment are 48 hours, my account is fully verified and have been successfully paid winnings before. Now more than 2 weeks after I first raised the withdrawals and no fewer than 3 different attempts to follow this up with 3 separate Live Chat personnel, I have received no funds and no communication from Universal regarding why the withdrawals have not been paid yet. This is most disappointing and raises genuine concerns about any future deposits, if I can not be assured any potential winnings will be paid in a timely fashion.

I have always previously held the Universal Group casinos in high regard until this particular scenario has unfolded, therefore would hope now with AG assistance my withdrawal requests will be reviewed and payment processed by Universal at the earliest possible opportunity...

Unresolved

$650

Delaying my payment of $500

Universal Slots Casino is delaying a payment of $500 I have cashed there before and the time frame for e-wallet withdrawal was 24 hours. I requested the payment on Friday, waited to see it was cancelled on Sunday morning and was told to try another browser. I did that and on Monday withdrawal request denied again. I was told everything checks out as good from customer support and to please try again.

Resolved

$500

Delaying my withdrawal of €420

I made my withdrawl on 20th of semptember, since then they have cancelled my withdrawl 3 times. First time around they said that my VISA card wasnt accepting payouts from them, so support did advise me to make my withdrawl through crypto currencies. I did and now i got rejected again. I went to the support and asked about this "problem" they had nothing to say, told them that i put it on withdraw again. Now they promised me to process the withdrawl fast, as they have said before.
It hasnt happend, still waiting for my withdrawl. I dont see whats the problem i have made multiple deposits at there site, and are also verified trough their verification process.
Feels like they are just hope that i think whatever and gamble it all away instead of take the cash out. Its an unpleasant behavior, and i as a costumer wanna be able to make my withdrawls when i wishes to, not get forced to play it away.
So now im asking you Askgamblers to help me with this issue i having with Universal Slots Casino

Rejected

€420

False advertising

Bonus was given via email for 20 wager free no deposit spins.

Tried to activate it to no avail and contacted chat to be told the following (copy is attatched).

Staff could not provide where it was stated as a rule and even stated that there was no such rule in place as you will see in my chat communication with them.

Also gave them definition of false advertising as you will see which did nothing to give them any concern.

There site also goes on about transparency.... yea freakn right!!!!!!!!!

Resolved

Withdrawal issue for 50 Eur

In January of this year i took welcome package of free spins in Universal slots casino, winnings were succesfully wagered, but they have changed bonus T&C so players from Russia where unable to recieve that bonus, but in live chat they have said that situation may change and in the future i might be able to withdraw those money. In october of this year i remembered about that and have asked in live chat, where they said that i surely can withdraw those money. After that i have verified my account info there made deposit for 25 eur and requested 75 eur for cashout (50 bonus+25 deposit). But they have paid only my deposit back.
Forwarding screenshots with 3 different live chat sessions.
Plus i've asked here if i can trust customer service if they say that i'm able to withdraw and you told me that for sure customer service won't lie.

Resolved

€50

Delaying payment

Hello guys,

I registered on this casino around 5 days ago using AG coin of 10€ through askgamblers. I ended up winning in slots an amount enough to withdraw. Live support told me I could withdraw already so upload all my documents and got easily verified. I also made a valid deposit of 20€ (minimum) to be able to withdraw. After that I requested a withdraw by credit card which got refused by payment operator because my credit card doesn't accept payment directly to it. Ok, no problem. I deposited once again using ecopayz and sent my account information. Got easily verified and all good to go. The problem is my withdraw is still pending... When there was a mistake they answered me in less than 20 minutes... Now that everything is correct they took +24hrs to answer a email.

My withdraw is pending for days now.. I need your help so they can start to pay because this is really frustrating... It's kinda they do it on purpose.. First they answer in a couple of minutes and then they just take a lot of time!

Please guys help me fix this issue..

My casino username is: < username removed >

Resolved

€120

Delayed payment since July 9th

400 eur was requested for withdrawal on July 9th. I have been on chat several times but every single time I get the same answer, the withdrawal is still being checked. It has been already 2 weeks since I made the withdrawal. I tried sending an email to support but they did not answer.
I am not sure else I can do. I believe it shouldn't take 2 weeks for withdrawal to be processed.

Resolved

€400

Missing withdrawal of €5,000

I have been following up on daily bases with universal slots on processed withdrawals of 5000 euro a total of 10 deposits.

500 euro × 10

All they say is that were waiting for an answer. I go to chat every hour with the same response. I called my bank several times they told me if i get a proof of transaction they can investigate. But universal is saying it need 48 hours. Its been 7 days already no money in my account. When following up universal said by themselves maximum 7 days and we will have an answer.7 days passed with the response to try to keep me waiting. Im wondering if this is a scam casino now. It is my own money no winning that they can't pay me back.

I have attached the 10 transactions that they claim to process it but with no money received. I also sent them my bank statement in 2 occasions.

Resolved

€5,000

Withdrawals processed but never received

I requested a total of three withdrawals, 3 weeks ago now, totalling €1484.71. After almost 1 week I contacted the casino to ask what has happened to the payments because they did not reach my account, however I had received emails to say that the withdrawals had been successfully processed, and it also said this on my casino account. The casino told me I needed to wait longer, and then a few days later said they needed to “check with the payment processor” on the issue. They requested me to send my card statement on 2 occasions, to confirm I had not received the funds, which I have sent them twice, and they confirmed they received. I am fully verified at the casinos and have received multiple withdrawals before without an issue, and have also made lots of deposits. In fact I have even made successful deposits using the same card while waiting for these withdrawals. The withdrawals have all been requested to the same card as I usually use to deposit. Apart from my most recent attempt where I used a Visa instead of my usual MasterCard (one that I’ve also used to make a successful deposit with) to see if this would make any difference, but this payment has also not been received, despite receiving the email to say it had been processed. I am getting very tired of this now. They do not seem to be taking the issue very seriously, and cannot tell me what has actually happened. They keep telling me they are “waiting for an answer from the payment processor”. They have returned €500 to my casino account on 2 occasions however they never refund the full €1484.72 to the casino account. I have tried to withdraw the €500 again on 2 further occasions, and these have also been “Processed Successfully” but NOT received by me. Personally I think they are just putting the €500 back to my casino account in the hope I will gamble it again. This is extremely frustrating, I simply want my withdrawals sent back to the card I used to deposit. It’s never been an issue in the past, and I believe that it is simply an excuse to delay payment further! Maybe because I have been fairly successful at winning at this Casino? * I have multiple emails and screenshots of live chat, however I was unable to upload them. I can send this in an email if required. *

Resolved

€1,485