How to contact the casino support service?
The primary way to contact Ultra Casino support is through their 24/7 live chat for immediate help or by emailing [email protected] for less urgent inquiries.
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What contact methods are available for customers?
Live chat 24/7, email [email protected], and a contact form on the website.
Casino website
https://www.ultracasino.com/en
Casino launch date
Ultra Casino was launched in 2020.
Gaming license
Licensed by the Malta Gaming Authority (MGA), licence number MGA/B2C/203/2011.
Casino headquarters location
The Ferries Business Centre, 9 Guze Fava Street, Silema SLM1632, Malta.
Is there live chat on the website, does live chat work 24/7, and how long does it take to respond in chat?
Yes, Ultra Casino offers live chat support 24/7 with typical response times of around two minutes after an initial chatbot interaction.
Is there a contact form on the website?
Yes, a contact form is available on the website, accessible via the support or contact us section.
Technical support email
VIP support email
No specific VIP support email publicly listed; VIP support likely handled via main support channels or dedicated VIP contacts after registration.
Complaints email
No dedicated complaints email publicly listed; customers can use the general support email [email protected] or the contact form for complaints.
Finance department email
No specific finance department email publicly available; financial inquiries generally handled via [email protected].
Security service email
No separate security service email is publicly provided.
Support hotline phone number
No telephone support is available at Ultra Casino.
VIP line for premium customers
No dedicated VIP phone line is available.
Separate complaint line
No separate complaints phone line is provided by the casino.
Technical support
Available 24/7 via live chat and email. Technical assistance is provided promptly through these channels.
Financial department
Contacted via general support email; no separate direct contact details publicly disclosed.
Security service
No distinct contact details are published; security matters handled through general support routes.
Telegram support account
No official Telegram support account is publicly listed.
WhatsApp support account
No official WhatsApp support number is available.
Viber support account
No official Viber support account is provided.
WeChat support account
No official WeChat support account is available.
Facebook page
No specific Facebook page URL publicly found; the casino may maintain social media presence but details are not prominently available.
Instagram page
No official Instagram account URL publicly available.
Twitter/X page
https://x.com/ultra_io
LinkedIn page
No direct LinkedIn company page URL found specifically for Ultra Casino.
YouTube channel
No official YouTube channel URL specifically tied to Ultra Casino found.
Telegram channel
No official Telegram channel is publicly listed.
Discord server
https://discord.gg/u5Svm8NCFE (Official Ultra community Discord server)
Are there video calls with consultants?
No information available indicating video call support is offered.
Is there a ticket system (helpdesk)?
Yes, a helpdesk ticket system is available through the support portal on the Ultra Casino website.
Is there a mobile app with support chat?
No dedicated mobile app exists, but the mobile website supports live chat for customer service.
Are push notifications supported?
Push notifications for customer communications are not specifically noted.
Is SMS support available?
No SMS support for customer service is provided.
Can I request a callback?
No callback service is mentioned or available.
Are there forums or communities related to this casino?
The official Discord server functions as a community platform; no official forums beyond this are known.
Is there a mobile app for contacting support?
No dedicated mobile app for support contact is available; mobile site is the main access point.
Are Zoom/Teams consultations possible?
No Zoom or Teams video consultation support available.
Is support available on weekends and holidays?
Yes, support including live chat is available 24/7, covering weekends and holidays.
What are the support service operating hours?
Customer support operates 24 hours a day, 7 days a week.
Supported languages
English is the primary supported language; multilingual support may be limited.
Service regions
Ultra Casino serves multiple regions, including European countries especially Malta and Ireland, with a focus on common online casino markets.
Can I contact support without registration?
Yes, customers can contact support without registration via live chat or email.
Can I send documents through chat?
Customers can upload and send documents through the live chat or ticket support system for verification purposes.
Privacy policy link
https://www.ultracasino.com/en/info/privacy
Terms of service link
https://www.ultracasino.com/en/info/terms-and-conditions
What to do if I forgot my account password?
Use the "Forgot Password" link on the login page to receive a reset link via email.
How to restore access to a blocked account?
Contact customer support via live chat or email to verify identity and request account reinstatement.
Why is my account blocked?
Accounts may be blocked due to security concerns, suspicious activity, failure to verify identity, or breach of casino terms.
How to change profile information?
Profile updates can typically be made within the account settings after logging in; for sensitive info, contact support.
What to do if I suspect my account has been hacked?
Immediately contact support to secure the account and initiate security checks.
How to set up two-factor authentication?
No specific 2FA information is provided; generally, casinos offer 2FA settings in account security settings if available.
Why am I not receiving SMS confirmation codes?
Check phone number validity, network issues, and SMS blocking; contact support if issues persist.
How to delete my casino account?
Contact customer support to request account closure or deletion as per the casino's policy.
What to do if I can't log into my account?
Verify credentials, reset password if needed, clear cache, and contact support for further assistance.
How to check account login history?
Login history may be available in account security settings; if not, request details from support.
Why is document verification required?
Verification is required to comply with KYC regulations, prevent fraud, and ensure responsible gaming.
What documents are needed for verification?
Typically, a government-issued ID, proof of address, and proof of payment method.
How long does document verification take?
Verification generally takes from a few hours up to 24-48 hours depending on the volume of requests.
What to do if documents are rejected?
Resubmit clear, valid documents addressing the reasons given by support for rejection.
How to upload documents for verification?
Upload documents via the casino's secure upload portal, live chat, or email as directed by support.
Why does my account require additional verification?
Triggered by large transactions, suspicious activity, or regulatory requirements.
Can I have multiple accounts?
Multiple accounts are usually prohibited by terms and can lead to account closure.
How to report suspicious activity?
Contact support immediately through live chat or email providing full details.
What to do if I lose access to my email?
Contact support to verify identity and update the registered email address.
How to change phone number in my account?
Update phone number in account settings or contact support for assistance.
Why are my account functions limited?
Account restrictions may occur due to verification pending, self-exclusion, or suspicious activity.
How to set deposit limits?
Deposit limits can be set in responsible gaming or account settings, or by contacting support.
What is self-exclusion and how to activate it?
Self-exclusion is a responsible gaming tool to block access; activate via account settings or support request.
How to temporarily freeze my account?
Request an account freeze or cool-off period through customer support.
What to do if I suspect fraud?
Report immediately to support with all relevant details for investigation.
Why is my deposit not going through?
Check payment method validity, funds, and whether deposit limits or restrictions apply.
How long does withdrawal processing take?
Withdrawals are typically processed within 24-48 hours, depending on payment method.
What fees are charged for transactions?
Ultra Casino generally does not charge fees; some payment providers may charge separately.
Why was my withdrawal request declined?
Possible reasons include failed verification, account issues, or breach of terms.
What deposit methods are available?
Trustly, Visa Debit, Mastercard Debit, Neteller, Skrill, Klarna among others.
What are the minimum and maximum deposit amounts?
Minimum and maximum limits vary by payment method and region.
Minimum deposit amount
Typically starts at around 10 EUR or equivalent currency.
Maximum deposit amount
Depends on payment method and account status; no publicly fixed maximum.
How to cancel a withdrawal request?
Contact customer support immediately to request withdrawal cancellation if possible.
Why is my withdrawal taking so long to process?
Delays may result from verification, payment provider issues, or high volume processing times.
Can I withdraw to a different card?
Withdrawals must usually be made to the same payment method used for deposits.
What to do if money was debited but not credited?
Contact support with transaction details to investigate and resolve.
How to check the status of a financial transaction?
Check transaction status via account or request update from support.
Why are financial operations blocked?
May be due to account verification issues, security flags, or regulatory compliance checks.
What documents are needed for large withdrawals?
Proof of identity, proof of address, and sometimes proof of source of funds.
Are there withdrawal limits?
Yes, withdrawal limits are enforced as per account status, VIP level, and regulatory rules.
How do refunds work?
Refunds are returned to the original payment method after approval and processing.
What to do with failed payments?
Retry payment or contact support for assistance in resolving the issue.
Can I change the withdrawal method?
Typically no; withdrawals must go to the originally used deposit method.
Why is proof of funds source required?
To comply with anti-money laundering laws and ensure legitimate transaction origins.
How to get a financial transaction statement?
Request via customer support or download from account transaction history if available.
What to do if a payment is stuck?
Contact support with payment details to expedite resolution.
What currencies does the casino accept?
Primarily Euro and other major currencies per region.
Is there currency conversion?
Currency conversion may be supported with applicable exchange rates by payment providers.
How do cryptocurrency payments work?
No verified info that Ultra Casino supports cryptocurrencies.
What to do with payment system errors?
Contact support with details for troubleshooting or use alternative payment methods.
Can I return an erroneous deposit?
Contact support immediately to request return of erroneous deposits.
Why won't the game load?
Clear cache, check internet connection, try different browser or device.
What to do when there's a game crash?
Refresh the game, restart browser, and report persistent issues to support.
How to report a game error?
Use live chat or support email with detailed description of the error.
Why did my winnings disappear after a crash?
Contact support with game session details for investigation.
Game sound not working - what to do?
Check device sound settings, browser permissions, and game audio controls.
Game lagging or freezing - how to fix?
Ensure good internet, update browser/device, close other applications.
Why isn't my bet being counted?
Confirm wager met game minimums and rules; contact support if persists.
How to check game round results?
Typically shown in game history or session summary; support can assist if needed.
What to do if the game is not responding?
Refresh the page or log out and back in; contact support for issues.
Why are some games unavailable?
Due to location restrictions, licensing, or software availability.
How to clear cache for better game performance?
Clear browser cache and cookies in settings.
Problems with game display on mobile device?
Ensure updated browser, good internet, and compatibility with mobile OS.
What to do if bonus didn't activate?
Check bonus terms and contact support with details for resolution.
How to check bonus wagering requirements?
Available in bonus terms or promotion details on the casino website.
Why aren't bonus points being credited?
Verify eligibility and promotion terms; contact support if issues occur.
How to participate in tournaments and promotions?
Register and follow specific promotion rules listed on the promo page.
What to do if promo code doesn't work?
Verify code expiry and terms; contact support for assistance.
Why is Live Casino unavailable?
May be due to maintenance, location restrictions, or account status.
Problems with video streaming in live games?
Check internet speed and browser compatibility; contact support if persistent.
How to report a technical glitch?
Report immediately via live chat or support email with details.
What to do if the website won't load?
Clear cache, check network, try different device or browser.
Browser compatibility issues?
Use recommended browsers (Chrome, Firefox) and keep them updated.
How to update Flash Player or other plugins?
Most casinos use HTML5 now; update browser for best compatibility.
What to do with slow website loading?
Clear cache, check internet speed, close background applications.
How to get technical support for games?
Contact support via live chat or email specifying game and issue details.