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Universal Slots Casino - Payment delayed and then declined without any further justification

RESUELTA
Información sobre las quejas
Casino en conflicto Universal Slots Casino
Motivo Pago rechazado
Cantidad € 2441.14
Publicado el 31 de mayo de 2021

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.

Publicado el 2 de junio de 2021

Hi 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 with bonus active.

We active again your bonus with the same deposit amount.

If AskGamblers team want, we can send the information.

Best regards

AskGamblers
Publicado el 2 de junio de 2021

Dear Universal Slots Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to suppor­[email protected]­skg­amb­ler­s.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved.

Thanks in advance for your cooperation.

Publicado el 2 de junio de 2021

If i remember correctly i bet exactly 0,3e bets per line on starburst with 3 euro bets. That is not over 0.3e per line since the slot is a 10 line slot.

AskGamblers
Publicado el 10 de junio de 2021

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.

Publicado el 10 de junio de 2021

Good to hear, i hope to reach a satisfactory resolution aswell. Please let me know how i have broken the rules because 3 euro bets 0.3e per line do not not breach your t&c.

AskGamblers
Publicado el 17 de junio de 2021

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.

Publicado el 17 de junio de 2021

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.

Publicado el 20 de junio de 2021

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

AskGamblers
Publicado el 21 de junio de 2021

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 Quejas

  • 8 de 8 Resuelta
  • 2 días Promedio de respuestas
  • 4 días Duración media de la queja
  • 1,458 USD Importe medio

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