Withdrawals processed but never received

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...

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.

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!!!!!!!!!

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 >

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.