Uptown Aces Casino - Povlačenje igrača je odloženo zbog verifikacije dokumenta.

Ever since I used their promo of free no deposit spins and exceeded the amount and cleated the withdrawal amount as well. However it has been ridiculous trying to get my account documents verified. They keep dragging it out the out of the we eks and having me resubmit new docs each time. I feel like they are stalling because I do have a substantial withdraw coming but only after I get verified. Please help me.

Dear MizzJazzy,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please advise which documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

Dear MizzJazzy,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of MizzJazzy. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Has there been any news since my last message?

Uptown Aces finally accepted my documents to update my address. So now I should be able to submit my proper documents in order to get my Account Verified. I hope this time it will go smoothly. I will keep you all updated with their responses. Thank you so much for your time and patience. I appreciate you all so very much. I do personally want to say Thank you so much because I feel like you guys helped get my address info updated faster. So Thank you Again!

Thanks for the updates, MizzJazzy. Please inform me of any developments so we can proceed accordingly.

Dear MizzJazzy,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kristina
Casino.Guru