Uptown Aces Casino - Player’s bonus winnings have been voided.

I’ve been a playing rtg slots at their casinos for over 10 years.  I am familiar with each casinos bonus terms and conditions. Specifically the cap they place on maximum wagering while the bonus is active.  They all have a cap of ten dollars and some cap it at five.  It’s never been a problem for me as I’ve never intentionally wagered over ten dollars a spin regardless.  If you play at these or any casino regularly, it’s rare that you get a "good run" going.  I had my best run of good luck in all the years I’ve been playing when playing slots at uptown aces recently.  After I played through the bonus my available cashout was nearly  5000

dollars and I cashed out three.  My winning streak continued and I had an additional 8000 in my account when uptown aces removed the monies entirely as well as my cashout. I was playing on my iPhone as usual and they advertise the ability to play on mobile devices.  Here comes the problem.  Take notice of the fact that rtg has been diabolical in their last several new games they rolled out.  They moved the increase wager button directly above the spin button).  On a small device it’s easy to accidentally hit the increase spin button with your thumb.  Especially if you have fat thumbs like me.  They also stop the ability to keep spinning if an item comes up that could possible trigger a bonus.   So if you’re doing the mundane task of spinning over and over again, there are times you attempt to spin and it comes in unison with an item showing in the reels and it throws off your ability to trigger the next spin.  Asguard deluxe and princess warriors are examples of this.  Rtg just rolled out princess warriors and I had inadvertently made 3 spins at 20 dollars due to rtg’s poor designing of the game.  This would have never happened had they not placed the increase bet button just above the spin button.  

Of course this didn’t matter whatsoever to  the finance department at uptown aces and they refuse to work with me for any payouts of this awesome run whatsoever. You can imagine I’ve been sick about this for weeks.  11 thousand dollars, the most I’ve ever won at at online or anywhere for that matter, gone in an instant.   I found that there’s is a player dispute mediation service that’s suppose to be independent and filed a dispute but have not heard back in weeks .

Dear jdg2792,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration.

I carefully checked the Bonus Terms on the website, and this is what I found (here):

„In the interests of fair gaming, there are limits on the maximum bet sizes you can place during the playthrough of any bonus including cashback offers (10 being the maximum unless SPECIFICALLY stated otherwise). Betting above $10 during a bonus playthrough will result in any promotion winnings voided."

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet.

If you are aware of placing higher bets than the allowed ones, sadly, there is not much we can do to support your case at this time.

However, please do not hesitate to forward your game and bonus histories along with any relevant communication to petronela.k@casino.guru if you feel that you’ve been accused mistakenly, otherwise, I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Best regards,

Petronela

Yes I figured so much. I was hoping to at least have some people confronting not only uptown aces and rtg to advocate for a fix so this doesn’t happen to more people

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 jdg2792,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Unfortunately, after gathering all the necessary information we are rejecting 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 this or any other casino. We are here to help.