Uptown Aces Casino - Player is struggling to redeem a check from the casino.

bank called me today to tell me that the check came back and was no good so now i guess i'm out this money want to warn other players

Dear cjb1963,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you received any payments previously from this casino? Have you tried to communicate this issue with the casino or visit another bank to redeem the check? If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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,

Petronela

to answer your first question no I have not ever cashed out winnings from this place this is my first time and yes I did contact them no response yet and lastly i do not have the check anymore the bank kept it after i tried to deposit it into my account not sure what they did with it possibly destroyed it as it was deemed no good

Have you saved any receipt (picture of the check) or received any notification from the bank that they confiscated the check, please?

Please find enclosed the only things i was able to get from the bank also still haven't heard fom uptown

Thank you very much, cjb1963, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thanks I hope so also I'll be waiting to hear from you about this

Hello, cjb1963,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Uptown Aces Casino's representative to join this conversation and participate in the resolution of this complaint.

 

Dear Uptown Aces Casino Team,

Could you please state a possible reason why the player's check cannot be cashed? Do you have any updates for the player's issue from your payment provider or a responsible casino department? If yes, can you share it with us? What needs to be done on the player's side so that the casino start an in-depth investigation in this matter?

Thank you in advance for providing the information.

We would like to ask Uptown Aces Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have a negative impact on the casino's rating.

Dear cjb1963,

Unfortunately, since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option on how you can try to resolve your issue or speed up the process - I recommend you to contact the gaming authority the casino is regulated by (Curacao) and submit a complaint directly to the regulator. In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru

Greetings all,

Based on the reopening request from the casino representative, we decided to reopen the case and provide the casino with a chance to solve the issue.

"Hello! We would like to reopen this complaint and attempt to resolve it."

Dear Uptown Aces Team,

Can you please go through the thread and answer the questions I directed to the casino in my first post in this thread?

Thank you. Looking forward to hearing from you.

Hi there.

Upon review of the account history:

The player submitted one inquiry about the check on July 25, 2022. Our support team responded the same day requesting additional information, but we never received a response from the player.

For cases where players experience difficulties with check deposits, we offer several solutions:

1. Attempting the deposit at a different banking institution

2. Returning the check to us for redeposit into their casino account, allowing them to select an alternative withdrawal method

3. Using other available withdrawal options, including bank wire or Bitcoin

Since we received no further communication from the player after our initial response, we were unable to proceed with any investigation or provide alternative solutions.

Dear Uptown Aces Team,

Thank you for the clarification.

After such a long time, the casino should be able to verify that the winnings were not paid out.

Can you please provide us with the information on where the disputed winnings are now?

Hi there,

Based on our records, this matter was considered resolved as:

1. The check was successfully issued and sent from our end

2. Following the player's initial inquiry, we received no further communication or concerns

3. In the absence of any follow-up, we reasonably concluded that the check was successfully processed

Without any additional correspondence from the player indicating otherwise, we cannot proceed with further investigation of this matter.

Thank you for the clarification.

Dear cjb1963,

Can you please provide us with an update on the issue? Has the check been successfully processed ultimately?

Thank you.

Dear cjb1963,

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, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime. However, we will need a clear update.

Despite the long delay, thank you, Uptown Aces Casino Team, for your help and cooperation.

Best regards,

Branislav, Casino.Guru