Uptown Aces Casino - Player’s struggling to verify his account.

Sent in my documents over a week ago and have not heard from the casino at all. There is 652.50 that I'd like to cash out since I made the requirements. However I have no idea what is going on. I heard the process was pretty fast along with the withdrawal process. I do not see this myself yet. This is taking longer than some

Dear cobra562,

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 you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format?

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,

Tomas

Dec 6th or 8th i sent in my Drivers lic,cable bill (utility bill) Credit card i dep with and that's all it said to send in.I know the process for the KYC to Clear, however i should at least get an update from them that they got my documents ok. so i can cash it out. Its just sitting their. I had alot of fun playing on this site, game play was very good. Reviews say they pay out fast etc,but i don't see this yet.Went into live chat but no one came into chat

Thanks for the reply cobra562. If there is any relevant communication between you and the casino please forward it to my email tomas@casino.guru. Alternatively, post it here.

I've never received any kind of email.Live chat said I would get it but not sure when.I thought this site was a good one that pays out when u win

But now I have a feeling I won't get it.This is how my luck has been.I can't even enjoy some good bonus codes as I have 652.00 that I'd like to get.sure would be nice.

Thank you very much, cobra562, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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. 

Just went to live chat and asked what was up.They said that I didn't send a cc info in.BS I sent the stuff 4 times.I guess I'm adding this to my S$×T List.Same for slots capital,fairgo and the others the own.going to stop playing anywhere.Too many sites don't pay or lie to us. I knew there was a reason I stopped playing here. I went to this crap years ago. I'm not going to it again. I'm just going to walk away. If not worth the bullshit headache

Hi cobra562,

I've just reviewed your case and fully understand your frustration caused by such a delay. I'll try my best to help you resolve the issue by contacting the casino.

Dear Uptown Aces Casino, I'd like to invite you to join the conversation and participate in the investigation of the case. Could you please provide more information about the reasons for the player's verification to still not being completed? Have there been any documents missing?

Looking forward to hearing from you!

Regards,

Natalia

Hi there,

We are still waiting for a copy of credit card: 5581 **** **** 4694. Once a valid document is received and approved the cashout can be processed.

Sent the documents 4 times now

Last night I played my winnings and I'm at 300.00 now. I thought since I'm not going to get it I might as well play it. My Christmas and New Year's got screwed up. I decided also to not gamble that much anymore. Too many sites that are screwing customers out there. I've been waiting a month for this site to pay me. I've set my documents five times now they're going somewhere. They can always ask one of their sister casinos for the documents since I'm on their other ones. But I'm at that point to where I just don't care anymore

Hello again, you can remove the 2 other responses.I went back on 6 hours ago and played the 300.00 I had left.I went down to 230.00 and I wasn't looking good.Then I changed games and bet 2.50 and got bonus round.Things turned around good for me.Its now 900.00 I have to cash out now

Dear cobra562, thank you for the updates. Have you already requested a new withdrawal?

Account hasn't yet been approved .I can't withdraw anything it's the same money I started with.met playthrogh weeks ago. I had nothing to do for New Years I don't have a girlfriend. So I decided to play that money I went all the way down to 300 bucks and stopped the next day I went back in and pretty much lost the 300 and was down to just under $200 and suddenly I got the bonus round and got up a little higher. Next thing you know I got a really good bonus round and got $300 on it. Now I have my account at $900. I'm just waiting for them to approve of my documents so I can cash it out. So basically I improved my winnings because of boredom

Hi there,

Unfortunately this time of year we experience big delays to the holiday season and very large influx of players. I can confirm that we have received your email with your documents attached.

The details are currently being checked by the relevant department. Please allow 3 - 5 full business days for processing.

Once everything is in order or if any documents are still pending or need to be resent, you will be contacted via e-mail regarding the decision on your request.

Dear Uptown Aces Casino, thank you for the reply.

Dear cobra562, please leave a message here when your account will be verified or if you will be requested to upload any other documents. I'll set the timer for you for 7 days, please let us know when there're any updates regarding your account and the status of your withdrawal request.

Best regards,

Natalia

Hello,I still haven't heard from them yet.I feel I'm not ever going to get it.I already missed out on some good new years codes.I heard that this site pays

Well I don't see that at all.Now I'm stuck in the hospital from another seizer.be nice to play from here

Dear cobra562, thank you for keeping us updated.

Dear Uptown Aces Casino, could you please check again what is the status of the player's account? It's been more than 5 business days since your last message, but the player reported no changes.

Regards,

Natalia

Hello,I just logged into my account and its now letting me cashout my 900.00 Now i will see if i get it.

Hi cobra562, that's good news! I hope it will be successful this time. I'll set the timer for you for 7 days, please, let us know in this timeframe about further updates.

Best regards,

Natalia

not a problem

Dear cobra562,

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.

Still nothing from them.Worst site ever if u ask me

Dear Uptown Aces Casino, I kindly ask you to check if the player's withdrawal request has already been processed. Or when should be awaiting his winnings to be paid out? It's been almost 3 weeks since your last message, in which you promised to check the player's documents in up to 5 days. Please, feel free to update us on the case.

Best regards,

Natalia

Hello,I got an email today saying my payment of 840.00 was sent to my bank.I hope so,but will repost if it don't show.But for now we can close this case.

Dear cobra562, could you please confirm that you have already received your money in your bank account?

Yes we got it

Dear cobra562,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Natalia