Uptown Aces Casino - Player’s struggling to complete the account verification.

Dear danielgolis1777,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents have you already provided? Have you submitted all the required documents in a timely manner and in the correct format?

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

Best regards,

Kristina

I started to submit my documents to complete the verification process the day after I completed the playthrough on my bonus. And the documents I have submitted are scans of front & back of my State I.D & Debit card. A selfie of me holding my State I.D. All those documents were submitted on May 5th. I was told that it would be done within 3-5 days. It was yesterday that I finally got them to give me a update on my account verification. 1st customer service rep was trying to deny me sending the documents and them receiving them. Even though I had few customer service reps confirm my documents being received. It was the 2nd rep I talked to last night that told me I needed to send pictures of my debit card showing the 1st 6 and last 4 digits.

I tried explaining to them that not only were my last deposits that got me the bonus were made using Bitcoin. As well as that my debit card that I had made my deposits with prior to the last 2 was no longer active and had been destroyed.

Thank you for your reply, danielgolis1777. Would you be so kind as to send me all the relevant communication between you and the casino together with any other supporting evidence, so we can gather as much information as possible? My email address is kristina.s@casino.guru. Thank you in advance.

Thank you very much danielgolis1777 for your email. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello, danielgolis1777,

I apologize for my delayed reply, and I am sorry to hear about your negative experience. 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 the reason why the player's account has not been verified yet? What documents are problematic? What steps should the player take in order to successfully verify his account?

Thank you in advance for providing the information.

Hello!

We received by email cropped documents which is why they were rejected.

To pass verifiaction the player needs to send:

-POA

-**** ****8483 Credit Card Copy

-Photo holding ID

Hello,

I understand. Thank you for the explanation.

Dear danielgolis1777,

Are you please able to provide the casino with the requested documents (in original and unedited form)?

Once you do it and have a response from the casino's Customer Support, please let us know about the news.

I have provided all required documents including a selfie Numerous times. The 1st time being on May 5th. And like I have explained to your support and through email, numerous times also I no longer have the card ending in 8483, it has been destroyed. I attempted to make a deposit using the replacement card I got for the 8483 card and my deposit was denied. So I deposited using Bitcoin

I understand. Thank you for the explanation.

Dear Uptown Aces Team,

Can you please look at the player's issue in more detail and provide us with your proposal for a solution to this situation? How can the player verify his old bank card? What documents are accepted for this type of verification if it is necessary?

Why does the casino need a POV from the player?

The selfie or POV is needed for the verification process when depositing or cashing out via bitcoin. It's like that with casinoextreme and lincoln casino. No problem doing that, sent them a selfie on May 5th and 2 more times this month. The last time being the 19th. And since requiring that I would think that the picture of my bank card would be irrelevant.

Thank you for the explanation. Now it is more clear.

However, I am looking forward to hearing from the casino soon.

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.

For the record, I have contacted curaco gaming control board since it is curaco gaming that holds thier license and that has made no difference.

Dear danielgolis1777,

Although we are waiting for the casino's response, did you already submit a complaint directly with the authority (Curacao)?

Hi there.

The player does not require any documentation for the card. However we are still waiting for the following documents:

-POA

-Photo holding ID

I sent 1 on May 5th and 16th I believe.

I've sent my new bill for the month of May and I sent new selfies of me holding my I.d this has been over a month now and don't understand why it takes a new 5 days each time I send a document

Dear danielgolis1777,

Did you send the required documents recently or we are still talking about the same documents that were sent to the casino in May?

Are you able to provide the casino with the required documents, please?

I've already sent all requested documents on May 5th including a selfie before they were even asking for it. I've sent new ones since. After talking to a support person today they said it was not acceptable that it was cropped even though another support person on the 4th said it looked good. Here are the new images.

They said that the image of the bill was cropped And that is not true. It is a scan and if you look closely you can see the edges of the bill all the way around. At the top it is very very close to being cut off but if zoom in you can see the edge of the paper.

Alright, danielgolis1777, I understand. Thank you for the explanation and attachments.

I recommend you take a new photo of yourself holding your ID - make sure any part of your face is not covered and everything is clearly visible and focused. Blurred parts can cause your document will not to be accepted. Your ID is blurred on the photo and not complete.

As for the bill - try to take a photo of it. It is not clear whether the provided image was cropped or not, even after zooming in. You can fit it in the photo as you wish. All corners must be visible there.

Could you please make new documents and provide them to the casino?

In case anything is not clear, feel free to ask or write me an email (branislav.b@casino.guru).

Please let us know when you send new documents to the casino and you will have some news.

We are looking forward to hearing from you.

• They have finally verified my account and I have started the withdraw process. We see how it goes.

Great! Good to see progress.

At this point, I sincerely believe it should only be a matter of time before the payment comes to you.

I will keep this complaint open until your confirmation regarding successful withdrawal, or an update.

Please let us know as soon as you receive the payment.

Thank you and soon as I have an update I will let you know. Thanks for the help.

I am getting the feeling that they are going to give me problems on the withdraw now. I just got an email from them saying this.

"Dear Daniel,

We are contacting you from UptownAces Casino.

During your Payout review, it was noticed that your recent activity is coming from a different State other than what is registered on file.  

Please respond to this email with an explanation for the difference in location. 

We also ask that you confirm if you have recently submitted a Bitcoin withdrawal request. 

We look forward to hearing from you soon. 

Regards,

Payton

UptownAces Security Team"

I am not sure what they are getting at but honestly I've been in Phoenix, Arizona the whole time so I don't know what they are seeing. If you could look at my ip information with casino guru and tell me what it looks like to you guys.

Dear danielgolis1777,

Do you use VPN or another tool to hide your current location?

Dear danielgolis1777,

Is there any progress on your issue? Could you please provide us with an update and answer the question from my previous post?

We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

We are looking forward to hearing from you.

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.

Thank you very much, Uptown Aces Casino, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru

Greetings all,

After receiving the update from the player, the complaint was reopened.

"Sorry, I was finally given the treatment I should have and had my verification process expedited and was paid out. Thank you."

Thank you, danielgolis1777, for confirming and for using the Casino Guru complaint resolution centre. I am very glad you pass the verification and have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, 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.

Thank you too, Uptown Aces Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.guru