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

On 4/23, I registered and rolled over with a $20 no deposit bonus to $101.16.

In order to proceed with the withdrawal, follow the terms of service, complete the account verification, and to withdraw, please bring the image of both sides of your driver's license, the image of the gas bill for proof of address, and your driver's license next to your face. A total of 3 images were sent to the document data verification team by email on April 24th.

On April 27, I received a reply that the document data was unreadable, and sent the document data with increased resolution.

On May 3rd, I received a reply saying that the document data was unreadable, so I sent the document data with a high resolution of 4096 x 3072 pixels.

I have never had an experience of not being able to authenticate my account because I could not read the document data submitted to other casinos.

After that, I felt that sending more high-resolution document data would be a waste of time, so I requested that the account verification be completed with the document data I had submitted.

On May 8th, I felt that the excuse of not being able to read was unreasonable, so next time I received a new additional request that there are characters that I can not confirm, and that I should send the official translated document data.

On May 11, more than 90 days had passed since the date of issue of the gas bill with proof of address that I had submitted. A request has been returned to send the translated document data.

As expected, I think that I can not exchange any more, and I will submit a complaint.

I just want to withdraw $101 after my account has been verified with the submitted document data.

Thank you for your cooperation so that we can resolve this issue.

Dear imachiyo,

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.

Do I understand correctly that the main issue is that your documents are not in the English language and the casino asked you to provide translated documents? Could you please clarify if you have already provided them?

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,

Kristina

terms of use?

Don't fake your history. At first, from the reply that the submitted document data could not be read, I sent the high resolution document data again twice, and still received two replies that it could not be read. Incomprehensible requests include documents with illegible characters, documents issued in English, and notarized translations of document data.

Where on the terms of use page does it say that you need to submit a document issued in English or a notarized translation of the document data in order to authenticate your account?

↓ Terms of use page

https://uptownaces.eu/terms-conditions

Japanese users must submit documents issued in English and notarized translations of document data before they can be authenticated.

We have experience that some document data translation information is required, but it is a form of simply submitting translated character information, not notarized translation documents, etc. All document data to be submitted must be issued in English. I have never submitted documents or notarized translations, and I have never had a document sent by email failing to verify my account.

Additional Information

Regarding whether or not you have submitted the notarized translation of the English document, on May 11th, I sent you an email with the partially translated information, but I did not send the notarized translation data in which all the document data was translated in English. Is not ...

Submission of such documents requires a lot of time and effort, and is an unrealistic request.

↓Sent information partially translated

Proof of Identification:

Complete Name:○○○○○

Date Of Birth:○○○○○

Expiration Date:○○○○○

ID Type: Driver's license

Proof of Address:

Company Name:○○○○○

Bill Owner Name:○○○○○

Address (Home):○○○○○

Billing date:○○○○○

My message has been waiting for approval for a while, did something go wrong?

Thank you very much for your reply, imachiyo. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

imachiyo

I have sent the relevant data to Kristina by email.

I think that there are things that are difficult to understand, but thank you.

On May 20th, I sent the related data to kristina.s@casino.guru by email, but are you still checking it?

If there are any problems with the data sent, please contact us.

thank you.

In addition, we are currently checking the license information with the licensing agency, reporting complaints about this impossible response, and working to resolve the issue of account authentication and withdrawal.

Thank you very much, imachiyo, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello imachiyo,

I'm Michal and I have taken over your complaint. I have reviewed your case and as my colleague Kristina 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.

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? Why were the documents the player has already provided to you not sufficient?

kristina, thank you very much for the handover. Also, Mr. Michal, sorry for the inconvenience, but thank you for your support.

Other complaint sites have responded in a defensive manner to the casino side, and without much investigation, have responded that if you do not respond to the casino's request for account verification, nothing can be done.

I'm just doing my normal response, but now I'm in a state where anything goes as the casino tells me.

Thank you very much for your support from the user's point of view.

Thank you very much.

Hi there

Her documents were not approved due to it being in Japanese characters, not because she needs to send it in better quality. This was advised to her on the 27th of April and 2nd of May. Player says it’s readable and offered to send video of her documents, but we are actually asking for documents that is issued in letters and not characters.

Player was advised again on the 7th to send documents with letters and not characters OR a notarized translation of her photo ID and proof of address.

Players from other countries that use characters instead of letters have opted to send passports (since it has English translation already) for ID and notarized translation for proof of address.

Did you tell them on April 27th and May 2nd that it wasn't approved because it was in Japanese?

Come on, can you please stop lying?

I have submitted the evidence email to Mr. guru.

It's been 5/8 since I requested English document data!

After that, the request changed to English notarized translation data, unjustified account verification refusal status.

I've said this many times, but where in the terms of service does it say that you need to submit notarized English translation document data in order to authenticate your account?

Please authenticate your account with the submitted document data as soon as possible.

Is there anything that ignores the rules for non-English-speaking users?

Also, where is the site license displayed? Can't access license information?

It's a trust issue, right?

Also, regarding video data, even if you send document data in Japanese, your account won't be authenticated, right?

So, even if you haven't sent it, I'll send you video data anytime you want to authenticate.

I have had requests for partial translation information, but not for notarized translation data.

The purpose is supposed to be identity verification, but I don't know how to respond to a sudden and incomprehensible request without making any effort or suggestion to authenticate the user's account.

Dear imachiyo,

I understand your concerns, but please bear in mind that the main casino language is English as Uptown Aces Casino is an international casino, and in general, almost all casinos accept documents in English language. As far as I know, Uptown Aces Casino has no local Japanese mutation, so it is nothing unusual that their support team requested you to provide your documents in letters (preferably English language) and not characters. 

Although I can understand that it might cause you a bit of trouble to have your documents translated into English language, this kind of request is nothing unusual and I can only ask you to please provide them in the desired form. I'm afraid we will not be able to move with your verification further without this.

Michal, thank you for your reply.

Is it a common rule for casinos to not verify an account without submitting English document data?

You know, I've made withdrawals at casinos many times, but I've never made withdrawals by sending complete English document data.

For example, which casinos require document data in English?

Also, as I wrote on May 12th, I have experience with sending part of the document data translated into English and withdrawing money after account authentication.

Will my account be authenticated if I send document data translated into English?

Is the submitted data text? letter? letter? What format of document data should I send?

Will my account be authenticated if I simply send the translated English document data instead of the notarized translation data that requires a fee?

Sorry for the inconvenience, but thank you in advance.

Dear imachiyo,

I understand your concerns, but every casino can set its T&Cs a bit differently. The verification is quite often required only if the withdrawal amount exceeds some limit the casino has set itself or if they decide to ask a certain player to undergo this. I understand this could be a bit surprising for you but from experience, we know that this is nothing unusual. Although Uptown Aces Casino does not have a rule like this explicitly mentioned in its T&Cs this is quite standard:

"In order to verify player`s account casino management require documents (ID, payment systems, utility bills еtc) in Latin or Cyrillic alphabet. In case player doesn’t have an opportunity to provide documents in above-mentioned alphabets casino reserves the right to demand video verification where player shows his/her documents."

This is just an example. As Uptown Aces Casino has mentioned above "Players from other countries that use characters instead of letters have opted to send passports (since it has English translation already) for ID and notarized translation for proof of address." Are you able to provide your passport?

"In order to verify player`s account casino management require documents (ID, payment systems, utility bills еtc) in Latin or Cyrillic alphabet. In case player doesn’t have an opportunity to provide documents in above-mentioned alphabets casino reserves the right to demand video verification where player shows his/her documents."

↑ Which casino was it diverted from?

Where?

I think it's a rule of a low rated casino, not a big name casino.

Also, it is written that the above is not stated in the Uptown Aces Casino terms of use, but it is a big problem that it is not stated in the terms!

If it goes through, the casino will change the rules later, and there will be anything that doesn't require rules, right?

In the end, will it be a response that takes the side of the casino side ...?

Even so, the only way to authenticate my account is to send document data that has been notarized and translated, so should I send my passport?

Have you ever been asked for your passport data to authenticate your account?

I don't have a passport. Don't take it for granted that everyone has it. Also, the passport cost is more than 101 dollars, so I don't need such time, trouble and money.

Do you mean to give up if you don't send passport data?

Dear imachiyo,

The rule:

10.6 In order to verify players' account, casino management require documents (ID, payment systems, utility bills еtc.) in Latin or Cyrillic alphabet. In case a player doesn’t have an opportunity to provide documents in above-mentioned alphabets, the casino reserves the right to demand video verification where a player shows his/her documents.

can be found for example in great casinos like King Billy Casino here so as I mentioned such rules are nothing unusual.

As I already mentioned previously, as far as I know, Uptown Aces Casino has no local Japanese mutation, so it is nothing unusual that their support team requested you to provide your documents in letters (preferably English language) and NOT characters. Please understand we will not be able to move with your verification further without this as providing the required documents is solely your responsibility. If you feel that such a requirement is something that you can't/won't do, that's OK. We can't force you to go against your will, but we will be forced to close this complaint as Rejected - insufficient evidence from the player. I can only recommend you to please find local Japanese, Korean, or other casinos in the future and check with their support if they accept documents in the characters alphabet to avoid situations like this.

At King Billy Casino, your account has been verified with your driver's license and gas bill.

Do you have anything to say about this fact?

Is it common to submit a passport, and is it written in King Billy Casino's terms?

Well, it is nonsense to compare it with King Billy Casino in the first place.

King Billy Casino has a solid license display, and account authentication was also authenticated with a Japanese driver's license and gas bill!

A selfie with a driver's license, a selfie with a gas bill is halfway through authentication.

If in doubt, you can check with King Billy Casino, the account name and email address are the same as Uptown Ace.

Also, I was presented with part of the terms and conditions as if I needed to submit my passport, but that is part of the ANTI-FRAUD POLICY and if there is any suspicion of fraud, , it says that you will be asked to submit your passport!

King Billy Casino is a wonderful casino, isn't it?

I had the same document data submitted to Uptown Ace authenticated.

This wonderful casino authenticated my Japanese driver's license and gas bill, but what is the real reason that Uptown Ace does not follow this and authenticate my account?

You just don't want to withdraw money with unreasonable excuses and demands, right?

It's rude to King Billy Casino, there's nothing to compare.

Considering these facts comprehensively, would you like to verify your account using the document data you have already submitted? Why do not you?

Also, are you looking for materials to deny other account authentication?

thank you.

It is a related image of King Billy Casino.

Any more facts and evidence? It doesn't make sense to ask for evidence, but I think I have no choice but to verify my account. What do you think?

I had my account authenticated by a general King Billy Casino who is said to be wonderful, but there is no reason why I can't do it, right?

Also, why don't you look for an Asian casino where you can authenticate your account with Japanese document data?

There was an insulting remark, but there are Japanese sites in general casinos, and they will authenticate accounts with Japanese document data, so I will continue to play at various casinos in the future.

Dear imachiyo,

Although I would like to help you, please understand we will not be able to move with your verification further as providing the required documents is solely your responsibility. There is no point in engaging in further discussion on how other casinos operate as every casino can set its own rules and can approach each situation differently. I can agree with you that some casinos accept various documents even in the local language, but some (maybe most) do NOT. We can't force the casino to accept your local documents. The casino has clearly explained what is required for the verification process and it is your responsibility to cooperate if you want to successfully finish the process.

As I have previously mentioned. If you feel that such a requirement is something that you can't/won't do, that's OK. We can't force you to go against your will, but we will be forced to close this complaint as Unjustified. Please let me know what would you like to do and I will classify this complaint accordingly.

That's quite a phrase.

Please do not easily pass the facts posted.

General casinos require you to submit your passport, and the wonderful King Billy Casino also showed that you need to submit your passport for account verification, so I showed you factual evidence.

The terms of use do not say that you need to submit your passport for account verification!

Also, it's not an argument, it's just a matter of correcting a mistake.

King Billy Casino's information is not posted here.

Perhaps most casinos don't accept Japanese documents?

On the contrary, most casinos accept it from past experience.

Because the wonderful King Billy Casino is a common and good example.

So, I don't understand why Uptown Ace is asking for English documents from the middle, and it's too stupid for users to get by with their own rules.

Tell us what you would like?

As I have written many times before, it is to complete the account authentication with the Japanese document data that has already been submitted according to the flow of account authentication that is also carried out by general wonderful casinos.

Well, Mr. guru seems to be completely on the side of the other side, so I don't expect much.

Why can't we just accept the facts and deal with them?

Are you clear about the license issue?

King Billy Casino has a Maltese license on the top page, so it's not even comparable.

For non-English-speaking users, are you refusing to pay for a passport request?

No way, it's not the business situation that you can't pay the $101 prize, right?

Dear imachiyo,

As I have mentioned previously it is nothing unusual that the support team requested you to provide your documents in letters (preferably English language) and not characters. Every casino can set its own rules regarding this and can approach each situation differently. We can't force the casino to accept your local documents, however, the casino could accommodate you.

Dear Uptown Aces Casino,

As you accept players from various countries including Japan, theoretically you should be able to accept their local government-issued documents as well. Are you able to accommodate the player on this?

Michal, thank you for your response.

As you say, I don't think there is a rational reason to eliminate account authentication using Japanese document data.

Well, the probability that they will respond may be low, but I would like to wait.

Thank you very much for your understanding.

As expected, it seems that it will be completely ignored and payment will be refused.

This proved that it was an inconvenient content for the casino that could not be answered fairly.

I think it's a ridiculous, worst and malicious casino.

Casinos that do not display licenses and can make illogical demands without hesitation should be eliminated and eliminated.

After all, minor casinos are useless.

Today, I registered at a major and excellent casino with a license display, verified my account with Japanese document data, and got a prize from a no deposit bonus! I am waiting for payment now.

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.

Hi there,

Unfortunately, at this time, we are unable to accept Japanese government-issued documents for verification purposes. We apologize for any inconvenience this may cause. 

The decision is based on several factors, including but not limited to the complexity of verifying Japanese documents due to variations in formats, security features, and unfamiliarity with the specific requirements set by the Japanese government. Our current verification processes are tailored to accommodate a wide range of document types from different countries, but we have encountered challenges with the unique characteristics of Japanese identification documents.

Ensuring the integrity and security of our verification procedures is of utmost importance to us, as it helps maintain a safe and responsible gaming environment for all our players. We continuously review and update our verification processes to align with evolving regulatory standards and enhance user experience. Again, we apologize for any inconvenience caused.

If you have any further questions or need assistance with any other aspect of our services, please do not hesitate to reach out to our customer support team. They are available to provide you with the necessary guidance and support.

Thank you for your interest in Uptown Aces Casino, and we hope to continue providing you with an enjoyable gaming experience in other aspects of our platform.

It seems that it took a long, long time to come up with an excuse for refusal, and forcibly created a far-fetched reason for not accepting Japanese document data.

If you don't write in the terms of service that users who don't have a passport from a non-English speaking country won't be authenticated and excluded, it's just a deceptive rule.

Even if it takes such a long time, they can only write very childish and illogical excuses, do not include them in the terms of service, and give any unreasonable reason to users who want to refuse payment. But the tenacity to refuse is disgusting.

We don't write any essential content or excuses, or I don't think we can write them, but we know that what we are saying and what we are demanding is wrong, so we can only write excuses.

As evidence of that, it has taken me this long to reply and I am replying to you in a way that is not specific and rational.

I don't think this is the first case, so I should be able to answer soon.

So it's a useless and childish excuse.

>At this time, we are unable to accept documents issued by the Japanese government for verification purposes.

↑

teeth?

If so, when will it be accepted?

Please do not accept the issuance of the Japanese government, which is the issuer of the key currency, and do not forcibly create and state childish and meaningless reasons.

It's completely disrespectful to users.

> If you have any questions, please contact our support team.

↑

Even if I inquire, I can't get a decent answer, the response is very slow, it takes 3 to 4 days each time, and the quality of support is poor, so I don't feel like making inquiries other than sending document data for account authentication .

Dear imachiyo,

I understand your point, but as I have mentioned previously, it is nothing unusual that the support team requested that you provide your documents in letters (preferably English) and not characters. Uptown Aces Casino is an international casino, and its webpage and terms and conditions are in English language, which is considered an international language. They don't have a Japanese mutation on their webpage. Please understand that there is no legal right for you to require the casino to accept your documents in the Japanese language.

Although the casino could accept your Japanese documents, we can't force the casino to accept them. Sadly, I have to repeat again that it is your responsibility to provide the requested documents in the required format.

I can understand that letting your documents be translated into the English language might be an extra cost for you, but once you have that, you can use it for verification in all other casinos. I have so far never come across a casino that would not accept documents in the English language, so when you look at it from this perspective, it is worth it, and it would save you nerves and time and prevent situations like this in the future.

In the end, why do you lean towards the opinions of the casino side, shift the point of discussion, and finally land on an unreasonable answer that ignores the user's point of view?

The purpose is account authentication, there is no logical reason why the submitted documents cannot be verified, and it is not written in the terms of use.

If I may say so, I think that presenting a method of identity verification other than English document data is a response from the user's point of view, and it is not my responsibility to submit English documents.

It is important in business to think about what you can do and act on it, rather than saying what you can't say to anyone.

So far, I have not come across a casino that does not accept documents in English.

↑

Don't bother writing about trivial things.

If I knew that it was mandatory to submit documents in English before using the casino, I would not use it.

I will check this thoroughly before using it, and I will only use casinos that are available to Japanese people and can use Japanese documents, so I will not bother to issue a passport at an additional cost!

As I wrote before, the usual response of casinos who do not understand Japanese is to request and submit the translated information of the important parts of identity verification, and then have them complete the account verification in the past. There have been times, and I have never been stubbornly refused to confirm my identity later.

You can translate and understand by yourself, right?

It's a story that can be done by quickly translating and authenticating.

I don't understand why you don't make any effort and use your effort desperately only for refusal, so I want you to use that time and effort for identity verification.

＞We are facing challenges due to the unique characteristics of Japanese identification cards.

↑

By the way, what is this challenge?

If there is no clear reason for refusal, and if you are aware that you are causing inconvenience, please provide a method of identity verification that does not require any cost.

Until now, Japanese people who have not been able to submit their passports have been forced to give up.

It's a far cry from the norm.

Dear imachiyo,

Although I can empathize with you that the casino could accept your Japanese documents, Uptown Casino has pretty much explained why this is not possible for them at the moment.

Despite my best efforts to explain to you that there is no legal right for you to demand the casino accept your Japanese documents and that you are obliged to provide the casino with your documents in the required format, my efforts have unfortunately come to naught. While I understand that from a user's point of view, the casino's request may seem not much user-friendly to you, from our point of view the casino's request is legitimate. Please understand that it is solely the player's responsibility to provide documents in the required format. This is an industry-standard requirement. Based on our previous conversation, my understanding is that you will still insist on having your way without paying attention to our or the casino's explanation so there is no point in continuing such a conversation.

As I've mentioned multiple times before. If you feel that such a requirement is something that you can't or won't do, that's OK. We can't force you to go against your will, but we will close this complaint as Unjustified.

I can only recommend you to please check with casino support if they accept documents in the characters alphabet to avoid situations like this in the future.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. 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 and we will try our best to help.

Best regards

Michal