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

I have win 200 USD from signup bonus after finishing the wager, then i have sent to their security team all necessary documents Passport as ID , A selfie of me holding my passport and an utility bill of the last month all visibles and uptodates i'm more than sure because no casino or wallet ( Skrill or Binance...) have rejected my documents ever. They have rejected all documents no one or two without any logic reason and they request new documents !! I'm sure that they don't have Fairplay and they just want complicate things for winners + i don't have driver license and they know that my ID card are in Arabic not in Latin caratcters so they will reject it also. I don't mind to sent documents to Guru supports and they can see if documents are visible or uptodates to prove that this casino is not good and don't have Fairplay. Thanks

Dear dmadim081,

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 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? Could you please advise how many days ago you requested a withdrawal and started the account verification?

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

Hi Dear Petronela, i have sent documents since the last Monday 12-06-2023 , i have login to my account to see if there's updates but i don't find any updates, i have talked with live support and he was told me that the responsible team request new documents and they have rejected all my documents! Passport visible , Selfie of me holding my Passport also visible and Utility Bill of the last month also visible so for me it's very strange that they reject all documents and they request all other news and that mean they don't have Fairplay and they just complicate procedure to not pay me at the end. They didn't say anything reasonable: "We have received your email with documents, thank you. As an additional security requirement, we ask that you kindly send an additional documents." I don't have Driver License and my ID card is in Arabic so no way that i have another ID , they know this thing because i'm from an Arabic country + Utility Bill must be accepted its visible and up to dates.

Thank you very much, dmadim081, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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 in the near future.  

Hello, dmadim081!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Hi Pavel,

Thank you for your efforts to help and resolve the problems between players and casinos.

Then i hope that they see again the documents because i'm sure that all information are visible, the ID and Utility Bill are up to dates, all rules i have respected and wager finished.

So they have to resolve this mistake or missunderstand, have Fairplay and pay at the end.

Thank you!

Hello!

Unfortunately, the sent documents did not pass our internal security checks and as such, we have requested additional documentation so the KYC can be completed and the verification process complete. We understand the frustration that can be caused due to verification, but please understand, we must follow strict procedures and policies to abide by KYC.

Please ensure you send your documentation according to the rules as laid out in the emails such, such as no cropped documents.

Aha! Now

" Unfortunately, the sent documents did not pass our internal security checks"

But your reply to me was been different:

" We have received your email with documents, thank you. As an additional security requirement, we ask that you kindly send an additional documents."

There's a big difference between documents not pass internal security and additional security requirement!

All documents doesnt passed internal security checks, the passport, the selfie with passport and the utility bill!!

It's clear from the contradiction in the 2 reason of the reject and the fact that they request all documents not Uitility Bill only or sefie with ID or passport only , it's clear that they just want complicate the procedure and that they don't have Fairplay or attention to pay me.

By the way i don't have other ID in Latin caracters only in Arabic and i have explained this to them so they can request new photos and selfie of passport and new Utility Bill for example but they want just arrived to a closed road.

I'm ready to share documents with Casino Guru team and if there's any problem in my documents: information not visible or cropped or not up to dates i'm ready to close this complaint.

dmadim081, is there any progress on your verification process?

Hi Pavel,

No there's no updates , i tell them that i don't have other documents with LATIN caracters but as you see in their reply they don't want understand , why they don't request new photos of passport and Selfie with passport , i can sent to them and also no problem i can sent to them another Utility Bill or why they don't accept ID card with Arabic caracters , they can traduct or ask anyone that know Arabic so they can verify my ID? I'm sure that the problem is not documents not passed internal security...because the same documents are accepted by Skrill, Neteller Ecopayz and other casinos, they have more harder verification process, but the problem is that Uptown Aces Casino don't have Fairplay to not say in the way to be a Scammer casino!

Uptown Aces Team, could you, please, explain the reason behind the rejection of the player's documents?

Hi there,

Unfortunately, I cannot share the exact reasons publicly why the documents were not able to pass our checks. In order to proceed , we have requested alternative documentation from the player.

You can provide me with an information on my e-mail: pavel.k@casino.guru. I can guarantee you that the information will be treated with utmost security and will remain confidential. Otherwise, there is no possibility to work further in this case.

Hi again,

There's no doubt that Uptown Aces Casino don't have Fairplay. I'm sure that documents are visible and up to date and i don't understand why they reject all documents and request new ones, their reason of reject was been "As an additional security requirement" and here they say "documents were not able to pass our checks". They just want complicate things and if i sent them other documents they will reject also and close my account and this is what they want at the end!

Hi there.

the submitted documents didn't pass our security checks. At this point, the best course of action would be to send alternative documents for verification. Unfortunately, we can't proceed further until we receive the requested documentation.

Uptown Aces Team, the main goal of the Complaint Resolution Center is to be an instrument both for players and casinos that they can use to communicate and find resolutions to any conflicts or issues. As for this particular case, the issue lies with the problem of the verification, and to find a solution to this problem we must know what is wrong with the player's documents and what is the reason behind constant rejection. We are compliant with the GDPR rules, so there is certainty that the data you share with us will remain secure and confidential.

Please, if you are willing to resolve this complaint, give an explanation to my e-mail: pavel.k@casino.guru. Otherwise, we cannot continue keeping this complaint open and will be forced to close it as unresolved, which will decrease the casino rating further. Thank you for your understanding!

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.

dmadim081, could you, please, send me documents that you have sent for the verification to my e-mail: pavel.k@casino.guru?

Hi there again,

They have locked my account with my winning of 200$ !

dmadim081, could you, please, send me documents that you have sent for the verification to my e-mail: pavel.k@casino.guru?

Dear dmadim081,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.