Uptown Aces Casino - Pelaajan voitot mitätöidään.

hello, this is a real Fraud !! I am from Holland, and they robbed me from my money !! They say it is not allowed, to play from Holland, i can't find this rule in terms& conditions... I should call the **** police !!!! I am very angry !!!!! Greetings J.

Dear Jeffrey,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have tried to register a new account as a player from the Netherlands unfortunately, I couldn’t choose the correct country from the drop-down menu.

Since there is no possibility to register an account from a restricted country (see the screenshot below), I would like you to advise which country you have chosen when opening your account. Could you please forward your account details? How long ago was your account created and was it verified in the past?

I understand that it might seem like a lot of questions, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

Dear Jeffrey,

Could you please advise which country is your permanent residency? Is it Netherlands or Netherlands Antilles? Please forward your account details. Thank you in advance. 

Hello, my country is The Netherlands in Europe, but I am trying to say that both The Netherlands and the Dutch Antilles are The United Dutch Kingdom. So ... greetings Jeff.

Did you sign up under Netherlands Antilles? Please forward your account details. Thank you in advance. 

Yes indeed , I signed up under The Netherland Antilles... Greetings Jeff..

Thank you, Jeffrey, for your reply. You have submitted wrong country when registering your account. Players from Netherlands are not permitted to register as they wouldn’t be able to chose Netherlands from a drop-down menu in the Registration form. As you can see in our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#restricted-countries, we believe that it is a right thing to do, to check for restricted countries during the account creation process. This has been done from the casino’s side, unfortunately, you decided to submit a different country of residence.

Could you please advise how much you have deposited into your account? Please forward your cashier history or payment receipt. Looking forward to hearing from you.

Hello, i had deposited about 200 $ and made my way all up to 2000 $ and then "Bamm", when I send my documents for Verivication, I waited 4 days without respond... And then ,when I asked them about my money, the tolld me That its true I does not Say nothing about the Netherlands and directly closed my Account without Excuses.

Please understand that while registering your account you’ve submitted incorrect data and you won’t be entitled to your winnings. The only amount, if ever, that would be possible to request from the casino is your deposit. Nevertheless, I can’t promise anything since you are the one who breached the terms.

There’s an important principle that says, "ignorance of the law is no excuse". It means that you can’t defend your actions by arguing you didn’t know they were illegal or forbidden, even if you honestly did not realize you were breaking the rules. I understand your point of view that there’s no list of restricted countries in casino’s T&Cs but if a player can’t select their country from a drop-down menu in the registration form, it should raise the alarm that their country is not allowed and not to pick a different one.

Please let me know how you wish to proceed. Looking forward to hearing from you.

Yes, I understand, but The Dutch Antilles actually officially stopped exciscting, now It is all, called together The Kingdom of The Netherlands.... , so I actually do not think it is right to say that the Netherlands is Restricted..... greetings...

Just look at this map !!!! So if I enter " The Dutch Antilles "" I am still rightefull player and I should not be dismembered !!! Cause the Netherland ! Is one of the Netherlands Kingdom !!! I hope you understand this point of view ! Greetings Jeff... .

I understand your point, Jeffrey. Allow me to ask you then, have you submitted The Kingdom of The Netherlands when completing the registration form? Based on your theory, if I’m from Italy but Italy is not available from the drop-down menu, I could submit Spain as they’re both part of Europe, but of course, Europe is not available either. If you claim that "The Dutch Antilles actually officially stopped exist" why did you select it as your country of residence?

The bottom line is that you didn’t submit correct data when registering your account, hence, you breached terms and conditions and you won’t be entitled to your winnings. 

Please let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint. I really wish I were of more help. Thank you.

Dear Jeffrey,

We are extending the timer by 10 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

We’ve rejected this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with any other casino. We are here to help.