UltraCasino

Fine game selection, quick live chat even tho they have absolutely zero relevant answers to your questions. They just dance around the obvious questions.

The withdraw times is ridiculous. I'm still trying to withdraw 1100Euros but even tho my profile is fully verified on their site, they wanted me to send a bank statement to prove that my bank account is mine or something.
I did this, but after 48hrs they said that it wasn't accepted to blur out information, in this case the account balance, all relevant information were still very visible. So I've sent the same document without blurs and is yet to hear anything for 24hrs. After all this they still claim that the processing time of the withdraw, after verification is up to 72hrs. I have never played at a casino that goes to this length to get players to cancel withdraws and gamble the money away. I frankly can't believe they keep playing customers.

Good menu navigation. Plenty of games to choose from. Bonuses offered although I did not use them. Appealing layout and usually have various offers to opt in for if inclined.

As for the reply by "Karolina" of Ultra Casino. I had contacted chat 3 times in a matter or approximately 2 weeks to obtain an answer (even though they said they would reply by email which never occurred).
This information was never relayed rather they wanted screenshots, my recordings of the gameplay, asking which game this occurred on and it was all a mystery to them what had occurred.
The loss of the money means nothing to me therefore I was not interested in their run around game.

A good indicator of how untrustworthy they are was the removal of the gameplay transaction where I had won and you can see clearly how they failed to address that comment.

People stay away and find a better casino. As a player for over a decade I promise you there are much more reputable online casinos out there that are worth your time.

UltraCasino

3 years ago

Dear KREE54,

Thank you for your feedback regarding UltraCasino!

We would like to apologize for the delay that you experienced waiting for the answer from our customer service team regarding your question. We have taken the needed actions with our team to make sure this doesn't happen in the future.

I would like to point out that it's technically impossible for us to remove transaction history or game history from your account due to regulations, license, and audit concerns.
Our customer service team has sent you an email today including your game and transaction history,
where you can see the winnings you are referring to and when the bonus funds were released, and winnings over the amount of $75 were captured as per terms and conditions for this bonus.

If you come up with any further questions, don't hesitate to reach out to me via private message or contact our customer support directly!

Kind regards,
Karoliina

Good menu navigation. Plenty of games to choose from. Bonuses offered although I did not use them. Appealing layout and usually have various offers to opt in for if inclined.

All was good until a $1700 win on Vikings go Berserk. Funds disappeared during gameplay in which I requested assistance via chat. They said they would get back to me and never did. Pro tip - record all gameplay as I do. Easy to verify. Once I saw altered gameplay history transactions, I closed my account and opted to forward to MGA instead. Be careful peeps and record your gameplay! I learned from previous mistakes myself haha. Live and learn. Not this time.

UltraCasino

3 years ago

Hi there KREE54,

Thank you for sharing your feedback here at AskGamblers community!

We are pleased to hear that you have been happy with our game selection and design!

I would like to apologize for the experienced inconvenience and the delayed response from our support team.
Our customer service team has been in contact with you now explaining you what has happened with the funds on your account.

You were playing with $25 bonus funds which you won from Ultra Charge raffle. The maximum withdrawal from this bonus prize is 3 times the bonus amount.
Once you completed the wagering the funds were transferred to your real cash balance and the amount exceeding the max cap was removed from your balance as per our terms and conditions, and therefore you were left with $75 real cash balance.

Don't hesitate to reach out to me via private message or directly to our customer service team if you come up with any further questions!

Kind regards,
Karoliina

It is an honor to write the first review. :) The site is very fast, the design is clean, understandable, and everything is easy to find on it. Depositing is quick and easy. Lot of games and providers.

I have played in all the casinos of BP Group Ltd. (JustSpin, 21.com, Nitro, Ultra). I have to say, even though this casino has got an MGA link, I’m pretty disappointed. They advertise in a lot of places, advertised by a couple of more renowned online casino streamer, but not everything is as bright as it looks from the outside. Probably my bad luck also contributes to my experience, but I try to be objective:
What I described in my positive review applies to each casino, that’s what they like about them.
Now we are talking about this casino, the Ultra Casino. There is a charge of EUR 1 for e-wallets upon payment. At the time of payment, 3 euros for any payment method. This has already cost the player 4 euros! One of the rare sites where they charge a treatment fee, I think it’s distasteful. These costs should be borne by the casino.
The payout time window is awful. 72 hours for pending time credit card, 48 hours for e-wallet. For credit card payments, you will have to wait 0-5 business days beyond the payment time window. In addition, there are no extra deposit bonuses. Since I had a bigger loss (it could just be big for me), I contacted customer service and asked for a goodwill bonus. I got the answer that there is no bonus for me because they don’t reward me.
A novice casino allow this many unfair things against the player? There are so many good casinos on ASKGamblers, I suggest you choose from them instead and neglect this casino.
As an experienced player, this is a huge big disappointment for me.

UltraCasino

4 years ago

Hi ALTER87,

Thank you for sharing your feedback regarding UltraCasino!

We are sad to hear that your experience with us has not been as positive as it could have been. We never stop looking to improve. Your comments are definitely valued!

Regarding the €1 payment fee, this only applies with e-wallet deposit methods, with other payment methods, this fee is not charged.
The €3 payment fee is charged when requesting a withdrawal, and these operational costs are ensuring that we have the highest possible service levels. We are sorry to read that you are disappointed by this aspect.

Our withdrawals are usually processed within 36 hours, at the latest within 72 hours. After we have processed the withdrawal, it depends on the chosen payment method, how long time it will take before the funds are available on your account.
We will forward your feedback further, and look into getting the withdrawals even faster so that the player experience can be the best possible!

UltraCasino rewards you the day after the deposit, and this is the reason why customer support didn't reward you with a goodwill bonus. You received a bonus and free spins from our new Ultra Charge feature to your account the day after the deposit. I apologize if this was not communicated clearly by the customer support agent when you contacted us regarding the goodwill bonus.

Please do not hesitate to come back to us if further information is required, or if you have more thoughts that you would like to share with us.

Kind regards,
Alex