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Universal Slots Casino - Withdrawals processed but never received

RESOLVED
lbc444170 Isle of Man
Posted on September 16, 2018.

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. *

lbc444170 Isle of Man
Posted on September 16, 2018.

The below amounts:

€500
€484.72
€500

Have been refunded to my casino account at different times over the last week.

I requested a €500 Withdrawal to my Visa Card which I can confirm I have now RECEIVED.

I then tried a further €500 to my MasterCard which I have NOT RECEIVED.

And finally I requested the €484.72 to my Visa Card which I have RECEIVED!

Therefore I am still waiting for €500 which has Failed again.

It seems obvious that Withdrawals to my MasterCard is the issue here, as these are the ones that keep failing to arrive. (for reasons they cannot explain to me).
It’s strange because I have withdrawawn to this Card a lot of times in the past without issue. The Casino cannot give me any information on why I am getting the problem.

I have now asked them to return €500 to my casino account so that I can try the withdrawal to my Visa Card again instead. They requested to see my card statement AGAIN, to see that I have not yet received all 3 payments. I have sent this, and I am awaiting a reply.

I really find it incredibly worrying that they have no idea what happens to these withdrawals, and feel the need to request my card statements.

Anyway, I am still missing €500. I will update this if I manage to negotiate getting it back to my casino account so I can withdraw to the Visa card.

Posted on September 17, 2018.

Hi lbc444170,

We are very sorry for this delay in your withdrawals, our payment processor had been a delay to check the issues in your withdrawals, nevertheless at the moment of this reply you already have in your bank account two withdrawals, just miss one, and we will process today.

We know how much important for a players don't have any doubt at the moment to make a withdrawals and in Universal Slots we working to offer the best experience, but exception happens, we hope in less two days you have in your account the last pending one and closed as processed the complaint

Best Regards

lbc444170 Isle of Man
Posted on September 19, 2018.

I have received emails indicating that all pending withdrawals have now been processed back to my Visa Card.

I am waiting to actually receive my latest withdrawal into my account before I will consider this fully resolved.

lbc444170 Isle of Man
Posted on September 21, 2018.

I have now received all withdrawals.
Please consider this matter now Closed.

AskGamblers
Posted on September 21, 2018.

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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