Complaint #3
Ursa Casino
Keeping funds
7 months ago
I played at UrsaCasino on September 29, 2025, and won approximately €5,000.
Upon my deposit, I received a welcome bonus of €150, which made my winnings subject to wagering requirements.
However, I quickly noticed that none of my gameplay counted towards the wagering requirement even on the games listed as eligible. I contacted their customer support multiple times through both live chat and email, and they asked me to test several specific games (like Book of Dead), but the result was always the same, the wagering amount did not decrease at all.
After realizing this, I requested that the bonus be manually removed, so I could withdraw my funds, but I was told that this was not possible. Support repeatedly told me that “the issue has been forwarded to another department”, yet no progress has been made for over 20 days.
At this point, it seems like they are deliberately delaying the issue to prevent me from withdrawing my legitimate winnings. The system error has effectively locked my balance and made it impossible to fulfill the wagering requirement.
I am attaching screenshots and part of my email correspondence with UrsaCasino’s support as evidence.
I kindly ask ASKgamblers to help resolve this situation and ensure that I can withdraw my winnings and also help others to stay out of this "trap"
Upon my deposit, I received a welcome bonus of €150, which made my winnings subject to wagering requirements.
However, I quickly noticed that none of my gameplay counted towards the wagering requirement even on the games listed as eligible. I contacted their customer support multiple times through both live chat and email, and they asked me to test several specific games (like Book of Dead), but the result was always the same, the wagering amount did not decrease at all.
After realizing this, I requested that the bonus be manually removed, so I could withdraw my funds, but I was told that this was not possible. Support repeatedly told me that “the issue has been forwarded to another department”, yet no progress has been made for over 20 days.
At this point, it seems like they are deliberately delaying the issue to prevent me from withdrawing my legitimate winnings. The system error has effectively locked my balance and made it impossible to fulfill the wagering requirement.
I am attaching screenshots and part of my email correspondence with UrsaCasino’s support as evidence.
I kindly ask ASKgamblers to help resolve this situation and ensure that I can withdraw my winnings and also help others to stay out of this "trap"
Screenshot
