The player from Italy is highly disappointed with time-consuming KYC procedures. Player’s complaint has been resolved successfully.
Uptown Aces Casino - Player’s criticizing lengthy verification process.
Amount: $388.34
Uptown Aces Casino
Safety Index:Below averageSafety Index
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5.1
Uptown Aces Casino has a Safety Index of 5.1, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
On 09/01/2021 I sent all the documentation necessary for verifying the account by email to the Competent Department, then they asked me from time to time for other documentation, even sending them my selfie with ID last week. To this day they still tell me to wait another 5 working days (more than 25 have passed). Matters of withdrawing a very modest amount as late as possible? I await news, thanks.
Automatic translation:
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3 years ago
Dear Nemokid,
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 and licensed casinos takes KYC lightly, and I am afraid you will have to go through this process if you want to get your winnings.
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
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3 years ago
Translation
I understand very well that the verification process is essential but I don't understand the Jurassic times to carry out the same, a month for a verification of a gaming account seems to me more than enough, don't you think? However, to date, the casino, under constant pressure, has approved the verification, so everything has been resolved in the best way.
Thank you.
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3 years ago
Thank you very much, Nemokid, for the update. Do I understand correctly that your problem has been resolved? Do I have your permission to close this complaint or there’s anything else we could help you with? Would you prefer to keep it opened until you'll receive your winnings? Thank you in advance for your reply.
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3 years ago
Translation
Of course, as soon as I receive the payment I will tell you how much.
Best regards.
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3 years ago
Translation
Payment update required 02/02/2021.
To date the assistance is hidden ... the payment has been pending for 3 working days ... bad service on this casino (on average, approved payments are processed in 24 hours).
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3 years ago
Could you please advise which payment method you have opted for? Thank you very much.
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3 years ago
Translation
Good morning,
the approved application required payment via EcoPayz. Today they made the payment after they sent me an email telling me that my document was expired because they read this data only on the front and not on the back of the same where the renewal carried out in 2012 is shown, therefore after about a good month and over five working days from the approval of the withdrawal request I was able to finally get the win.
Best regards.
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3 years ago
Thank you very much, Nemokid, for the update. Do I understand correctly that your problem has been resolved? Do I have your permission to close this complaint or there’s anything else we could help you with? Thank you in advance for your reply.
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3 years ago
Translation
You can close. All right! Have a nice day and thank you.
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3 years ago
As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much, Nemokid, for your cooperation and confirmation and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
