Uptown Aces Casino - Player’s criticizing lengthy verification process.

I've been waiting over 2 month for my documents to even be approved so I can request my withdrawal. All though I know my documents are fine(I have used the same documents for other casinos and the were approved and i have been paid )they have requested I send a new photo of a document stating the edge was cut off in one etc but then they say it take 3-10 business days for that one document to be approved

Dear Gaberelli,

Thank you very much for submitting your complaint. 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 casinos takes KYC lightly, and I am afraid you will have to go through this process if you want to get your winnings. If you wish to receive your winnings, I’d suggest cooperating fully with the casino.

Have you been advised what exactly seems to be a problem in verifying your account?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela 

They just state that I need to resend like my photo I.d and that it takes 3-5 business days to process that one document. Which now it has been 8 business days since I last sent my I.d. Everytime I chat with a representative they just tell me they appreciate my patience and that I will be notified once documents are processed

Thank you very much, Gaberelli, for your reply. I will now transfer your complaint to my colleague Viliam 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.

Hello Gaberelli,

I looked at your complaint and will do my best to help you. I would like to invite Uptown Aces Casino into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?

I'm not sure where the problem is, they haven't been specific regarding what they need to process my documents, as far as I know they have everything needed to process so I can request my withdrawal

We would like to ask the 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’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.

We would like to ask the 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 may negatively affect its rating.

Hello there!

I can confirm that this matter was fully resolved in February 2021 with the successful processing of the withdrawal following document verification.

Timeline:

- Document resubmission accepted: February 17, 2021

- Withdrawal processed: February 22, 2021

Regards,

Team Uptown Aces Casino

Hello Gaberelli, 

Could you please confirm if this complaint has been resolved?

Dear Gaberelli,

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.