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

I received an email in late October saying that I was Verified and docs approved. I requested a withdraw last week and then got an email saying I wasn't verified and they needed a photo of me with my ID. The photo of me with the ID was included in the original verification but now they say they can't e read it. I've sent photos again but they keep saying they cant read it. I have deposited many times with these guys and now that I withdrawal all the sudden I am not verified anymore. So at uptown aces you are verified until you request a withdrawal. The amount is $500.

Dear Cbutters,

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.

Have you been informed what specifically 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. Thank you in advance for your reply.

Best regards,

Petronela

Firstly , I have a screenshot of an email they sent me On October 26th saying that I am fully verified And documents approved. Unfortunately, im having trouble Uploading it here. They keep indicating that they can't read the photo of me with my ID that I sent them in the original verification effort which again Was verified until I asked for withdrawal. I have accommodated them And sent it in 2 more times But they keep refusing it.

Thank you very much, Cbutters, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej (andrej.p@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.  

Dear Cbutters,

From now on, I’ll be taking care of your complaint. I’ll contact the casino to see if I can help.

I would like to invite the representatives of Uptown Aces Casino to join this conversation.

Dear casino team,

We’d like to kindly ask you to state the reason why Cbutters’ identity verification process hasn’t been concluded yet and if anything is missing, specify what information needs to be provided to proceed with this case. Any relevant information can be forwarded to andrej.p@casino.guru.

Hi Cbutters,

The payments team have informed me they still require a valid photo of you holding your ID before they can release the payout. Please send this document at your earliest convenience. Please try to use a high-quality camera, ensure that nothing is cropped, and that the information is clearly visible.

Once recieved and deemed valid they can finish the cashout process.

This was sent in the original verification email which you approved and subsequently 3 times which you deem not good enough. You approved me and then when I asked for a withdraw what you approved wasn't good enough anymore. I've done my best to accommodate you but you just won't pay.

I think uptown aces is praying on me because I'm old.

This is what I get from them saying that it is a secure process. I never questioned that and have sent them what they want. Mind you, I was depositing under the understanding the verification process was concluded and iv was approved per their email 10/26.

I even indicated that I was diabetic and my fingers were swollen So it was difficult to take the photos. They don't care. I have sent them in about 10 photos since they verified me. They have no intention of paying me

Hello Cbutters,

I'm Michal and I have taken over your complaint. I have reviewed your case and I want to double-check if the photos you have sent to the casino are clear where your ID and your Face are clearly visible/recognizable. Can you please forward the same photos you have sent to the casino to me at michal.k@casino.guru for review?

So it just doesn't matter that they verified me? I Gave Them the photo they wanted in the original verification which I received an email that said I was verified! Does that just not matter?

I'll look forward to your response in 6 days 12 hours and 21 minutes

Uptown aces abuses the elderly

Dear Cbutters,

Yes, once you receive an email from the casino that your account has been verified this is usually sufficient, however, the casinos can request additional evidence if needed. As my colleague Petronela previously mentioned KYC as well as AML 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. 

I understand that the KYC process can be sometimes frustrating, but the casinos need to follow rules and regulations as well, so although I can empathize with you that the whole process can be done more user-friendly or quicker, it is a standard procedure that the casinos are entitled to.

Can you please forward the same photos you have sent to the casino to me at michal.k@casino.guru for review?

With this being said, I will contact the casino to shed more light on this matter.

We would like to invite Uptown Aces Casino to join the conversation.

Dear Uptown Aces Casino,

Can you please provide some information regarding the player's verification? What other, if any evidence is needed to successfully finish the process?

Hi there,

The player still needs to send a valid photo of themselves holding their ID. Their last submission was the same as their previous one, and was rejected.

Sent. You will see how unreasonable they are. I had my home health aid take those and she was very mean to me after. I told them in old and diabetic with swollen fingers and it is hard to get these shots but I still sent them in and it is very plainly me. Uptown aces abuses the elderly.

It isn't additional evidence if it was included in the original approved verification email. The only Thing that has changed is that I requested a withdrawal

Dear Cbutters,

I can confirm that I have received all your emails. Sadly, after reviewing the pictures in question by the casino, we have to point out that although you as a person are clearly visible, the ID that you hold in your hand can't be clearly recognized when zoomed in. This could be caused when the pictures were sent via an application like Messenger, WhatsUp, etc... These applications automatically crop the picture quality, and the pictures have much fewer sizes (a couple of kB), which is OK for sending or sharing the pictures but like, in this case, has a negative effect of blurring when they are zoomed in, so I kindly ask you to provide the original pictures (the usual size of each picture is a couple of MB) in which when zoomed in your ID will be clearly recognizable. Send the pictures directly from your smartphone, or download the pictures from your smartphone via cable to your PC and upload them in their original size to the casino from your PC. Maybe when you take another picture of yourself holding your ID close to your face will help with the ID verification. If you can't do this on your own, please ask someone to help you with this. As the casino mentioned, these pictures are needed to finish the verification process. 

They sent me a confirmation of receipt immediately after i sent the docs. That Verification email was a separate email. Also They removed the inhibitor from withdrawal mechanism. How do you explain that?

Dear Cbutters,

I have replied to you via email.

Regarding the verification email from the casino, a clear explanation can be provided by the casino, but as I mentioned in our previous communication, the casino can request additional documents as a part of the KYC (know your customer) process.

Dear Cbutters,

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.

Ok. I've been over this many times. It wasn't an additional document as I sent it in th behalf0.e original effort. If my account was not verified why was the withdraw inhibitor removed? I will never play anywhere that takes more than an hour or so to pay because this has what you her. I would not have deposited if I didn't think I couldn't withdraw. Why you are helping facilitate this Is robbery and abuses beyond me. But a couple of your statements lead me to believe there is nefarious intent on your behalf. Chief Among these statements was the one about how the verification email was only a form note to let me know that they received my documents. That is complete c*** as I received a form note when I sent in the documents immediately after sending them. Secondly, the verbage was Verbage they use when they verify an account. You knew very well that was not just a confirmation of Is receipt email. Congratulations on helping them rip off a senior citizen! I certainly hope you sleep well at night my friend.

I sure hope the same karma that's gonna take them out doesn't take you out to! But you've earned some bad stuff coming your way by doing this! I won that money fair in square! Unfortunately your platform isn't legitimate as you're in bed with these casinos. You misrepresent things and Do not have them blacklisted Like every other legitimate casino policing platform. I should have known That you would side with them because you gave them A good score and they don't even have a license. I wasted my time having anything to do with you. I'm sorry That you aren't who you say you are In respect you advocating for players. Please everybody take your complaints to ask gamblers as they advocate for players nit help casinos rip off senior citizens.

And tell me something why in the h*** would they have to read that ID Clearly when they have a close up of it? This is Is c*** and you seem to side with crap. There is a reason you commun I cared via email p with me because if people could see the misleading things you say you would be nir held in any legitimate standing. I hope you get a commission for your sins.

Dear Cbutters,

I understand your frustration, and I'm sorry you are feeling it that way, but you need to understand that we are trying to help players by resolving issues between the players and the casinos if possible, and we are offering this service free of charge. Casino.guru is an independent source of information about online casinos, online casino games and acts as a mediator in resolving players’ disputes that is not controlled by any gambling operator.

As I previously mentioned, KYC as well as AML 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.

I understand that the KYC process can be sometimes frustrating, but the casinos need to follow rules and regulations as well, so although I can empathize with you that the whole process can be done more user-friendly or quicker, it is a standard procedure that the casinos are entitled to.

It is solely your responsibility to provide the beforementioned pictures in which, when zoomed in, your ID will be clearly recognizable.

I believe you have acquired your winnings fairly and you are entitled to them, but if you are not able to provide the required pictures, I'm afraid there is not much we can do to move your complaint forward.

Listen it's a moot point anyway they've blocked me I'm sure this is part of their business model and you do this to enough people and I'm sure that the bottom wine is positively affected. Really greedy pieces of garbage at Ipptown Aces. FYI I was not rude or threatening or did I use my profanity it's just all the sudden I tried to log in and I was blocked. They are crooks. Bewarned gamblers there is no reason. To play at uptown. Aces with the lightning quick payout casinos that are becoming uiquitous.

Dear Cbutters,

Again, I understand your frustration, but as I mentioned many times before. The casino is entitled to require any reasonable documents that can help to finish the KYC process. I have asked the casino if there is any other option to help finish your verification, so we'll see...

Dear Uptown Aces Casino,

As the player has difficulties providing the aforementioned pictures, what other option can be offered by you to help finish the player verification?

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.

Dear Cbutters,

Has your verification been successful?

Dear Cbutters,

Unfortunately, you have not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint. The last information from the casino we had is that they were still waiting for you to provide a picture where your ID and all the information on it will be clearly recognizable. It is solely your responsibility to provide the beforementioned pictures, but as you have stopped responding to our messages we have no choice but to reject this complaint.

You can reopen this complaint at any time.