Uptown Aces Casino - Player's winnings have been confiscated.

I am a very loyal long term player here at Uptown Aces and I deposit a lot of money here. I play more than the average person. On Dec, 2 2022 I took a 3 part coupon. Elasticxmas 1,2 3,. I started with Elasticxmas-1 and made a deposit. I played this coupon and lost. Then I activated Elasticxmas-2 made another deposit played thru my play thru and ended up with $6000 in my account. I couldn't make a withdrawal because they only allow $1000 per week or every 9 days and I had a previous win that I just got my last payment on. I stopped playing and later that day around 4:30 pm and logged in and noticed that I didn't play part 3 of the same coupon. Here is where I believe there is a glitch with the RTG software. There was $6000 in my account. The part 3 of the original coupon was still available so without thinking I clicked on it and it redeemed. I played it and won 200 more dollars. By right all other coupons will not activate if you have a balance in your account. This one activated. After waiting close to the 7 days before I can make my first withdrawal I played some money back about $1200. so my balance went down to $4800. Last Thursday was the 7th day and I initiated a withdrawal of $1000 the limit they allow. Then it went under review for 2 days. Yesterday I received an email that my withdrawal of $470 was completed and since I played a coupon with a balance in my account all other monies in my account were removed and deleted as per casinos terms and conditions. I clicked on this coupon because I didn't think it would hurt me because it was the completion of the 3 parts. I know the rules of RTG platforms and I do not try in any way to bend the rules. I have been playing RTG games and others for over 6 years online. I contacted chat service and they said your max cash out of the Elasticxmas-3 is 500 max. I replied and told them I won The $6000 on Elasticxmas-2 not 3. The money was in my account before the 3rd coupon activated where it shouldn't have activated. If you have monies in your account prior to any redemption or activation IT WILL NOT ACTIVATE. YOU MUST ACTIVATE THE COUPON BEFORE DEPOSITING. In this case there is a glitch with their software allowing this 3rd coupon to activate with a balance in the account. I chatted back and fourth with Allie and got nowhere. I have copies of my account balances before and after the 3rd redemption. This is how a long term very very loyal player is treated. I have deposited on average over 1500 per month to the point where they limited me on game play. So loyalty doesn't matter. They know the 3rd coupon should never of activated. The 3rd coupon should have disappeared when the 2nd coupon was completed and there was a large balance in my account.

PLEASE KEEP THE PHOTOS AND THE CHAT CONVERSATION PRIVATE. THERE IS SOME PERSONAL STATEMENTS IN THE CONVERSATION

Dear zena5755,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that the casino confiscated all your winnings?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

sent info to your email

I sent a lot more info to your email

Please contact me by email

Kristina.s Yes then confiscated all my winnings except $470.00 which I received. $4800 less $470 equals $4330 they confiscated. Very unfair. They don't care who they hurt. Loyalty means nothing. Apparently my big deposits mean nothing either. Try to redeem a coupon when you money in your account especially $4800. It won't redeem, so this is a trick they play when they don't want to pay. I give them minus zero stars.

I have been sending you other important information about my complaint with uptown. Have you received anything from me?

Thanks

Thank you for your reply, zena5755. I checked the bonus T&Cs and I found this:

Do I understand correctly that the casino limited winnings from the second part of the bonus? Did you accumulate those winnings with the match bonus part or with 100 free spins that were attached to the second bonus?

I won the $6000 on the 2nd part elasticxmas-2 match bonus after I completed the playthru rollover.

I never received the extra 100 free spins with the 2nd bonus.

The photo of the coupon you sent me says,

Coupons must be redeemed in order.

It doesn't say if you win

(Coupons can't be redeemed)

It should say if you win on any of the coupons (contact us) (Do Not Continue)!

Thank you very much, zena5755, for your cooperation. I will now transfer your complaint to my colleague Matej (matej@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.  

Thank you Kristina.S.

Matej, I sent you an email.

Thanks

Hello zena5755,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

Hi there,

In this case, the customer used a deposit bonus that was completed and on top of the existing balance used the free bonus so bonus and balance was mixed and therefore, winnings voided and only the max cashout from the freebie was processed.

I'm afraid the decision is final.

I saw their response. They know that the 3rd coupon shouldn't of been able to activate/redeem with a balance in my account or anyone's account. If you try to activate any coupon with a balance in your account it will not activate/redeem. This coupon did part -3 when it shouldn't have and that is a glitch with their software or a mistake during setup of the 3 part coupon. I also believe they know of this glitch and I should be paid my winnings of $4330. I won this money fairly and I did not intentionally bend any rules. The 3rd coupon was available when it shouldn't have been, I clicked on it without thinking that it would void my winnings because it was not a different coupon, it was the part 3 of the bundle. They know me for a long time and they should do the right thing here.

Dear casino representative,

If I understood the situation correctly, because another free coupon was claimed on top of the withdrawable balance from the previous bonus, you voided the first coupon and allowed zena5755 to keep the balance from the second bonus.

Shouldn't the second coupon be voided?

Could you please better explain the situation and please send me the game log. (matej@casino.guru)

Looking at their terms and conditions below. This does not pertain to me. I did not take another bonus or promotion. I activated the 3rd part of the same coupon bundle(bundle of 3 parts). see coupon special below

Their terms

7. Players with one or more pending withdrawals currently in their account are not eligible to receive any bonuses, promotional or otherwise, until such withdrawals are either processed or cancelled. Abuse of this policy, as defined by the casino, may result in cancellation of the player's winnings

The Electicxmas-3 was FREE from Uptown Aces as a part of the coupon bundle. Not a new Promotion or Bonus.

IT STATES (get after 200 FREE SPINS) Elasticxmas-3. Meaning after you finish Elasticxmas 1 and 2 you get 200 FREE more spins on Elasticxmas-3. I just finished the free coupon they gave me and they took my winnings that I won on elasticxmas-2. THEY BROKE THEIR OWN RULES BY GIVING ME 200 FREE SPINS. ELASTICXMAS-3

Their system should never of allowed elasticxmas-3 to redeem with a balance in my account.

UPTOWN ACES.... YOUR COUPON ABOVE IS MISLEADING AND IT BROKE YOUR OWN RULES IN YOUR TERMS & CONDITIONS.

IT SHOULD SAY IF YOU WIN ON ANY OF THE 3 PARTS. DO NOT CONTINUE, OF COURSE THAT WOULD BE THE RIGHT THING TO DO!

It says at the bottom of the coupon win up to $500 extra with your loyalty FREE spins.

Thank you for your patience. We are still investigating the complaint.

Thanks for the info.

Why so long to investigate? I won fairly. I broke no rules and I should get my winnings of $4300.. Your coupon broke the rules. If a player has $4800 in their account. Can they go to the coupon page and claim another coupon or a bonus? NO THEY CAN'T. IT WON'T REDEEM. ALL COUPONS/BONUSES ONLY REDEEM WHEN A PLAYER HAS NO MONEY IN THEIR ACCOUNT. A PLAYER MUST ACTIVATE A COUPON WITH A ZERO BALANCE OR A BALANCE BELOW 1 DOLLAR IN THEIR ACCOUNT FIRST AND THEN MAKE A DEPOSIT not make a deposit then pick your coupon. You know this and you also know the reason why ELASTICXMAS-3 did activate. It redeemed because it was part 3 of my already active coupon. It was the only coupon on your coupon page that was lite up and it should have deactivated automatically when there was a balance in my account. All other coupons work this way . Why didn't Elasticxmas-3. It was not a new bonus or a new promotion it was the 3rd part of my active bonus. GET AFTER 200 FREE SPINS. ELASTICXMAS-3.

You put this 3 part coupon on my coupon page. I got lucky and won on the 2nd part, finished the play thru and ended up with a nice balance. Then I played back $1200 and then ended up with $4800. Uptown you know I did nothing wrong here so do the right thing and pay me my winnings of $4300.

Thank you for your patience. We are still investigating the complaint.

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.

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.

Hello zena5755,

Unfortunately, we are only waiting and waiting in this case. Because of that, I recommend contacting the casino's licensing authority. If you need help with that, I will gladly help you. Just write me an email.

I am very sorry for all your troubles.

Sent you an email

I find it unbelievable that they wouldn't reverse their decision and pay me.

They know I was not at fault here but the free spins they gave me on the 3rd part of the coupon I picked created a breach in their terms and conditions. To me that is just B.S. Just a glitch so they don't have to pay. They could have reversed it and paid my winnings then everything would be fine and they would probably get their money back from the amount that I play. A similar situation happened to me at Grande Vegas casino where they were sending me $20 coupons to my email as appreciation and when I clicked on it with a pending withdrawal they voided my winnings just like here at Uptown aces. The only difference was that Grande Vegas appreciated me and made good on it and reversed their decision and paid me my winnings. So now I realize I am not a VIP at Uptown Aces. A poor way of running a business. During this whole process they left my account open. Did they really think I would stay and play here again after they confiscated $4300 from me and 2 months of extending their response to me and Casino Guru. They kept on saying we are still investigating the complaint. That to me is B.S. They should have been investigating the software glitch with the manufacturer RTG software and the coupon they posted that breaks rules automatically. I lost this complaint so in turn they lost a loyal player (me). There are plenty of other places to play. Fair places, and they pay you in full not little pieces every 9 days. In fact, I just won double what they confiscated from me at another casino. Who needs them.

SHAME ON UPTOWN ACES!

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

I am sorry we could not be of more help on this occasion.

Best regards, Matej