Uptown Aces Casino - Player's withdrawal blocked after numerous verification attempts.

end of August I have been trying to withdrawal and have been getting the run around. I sent in all my info and profile was verified so I assumed I was okay to withdrawal as I did with other online casinos. Then I get a denial email with no explanation so I get online and chat with them. The agent I chatted with told me they needed to verify my Bitcoin account so I sent them all the info I could since I purchased bitcoin through cash app I sent them my statement showing the amount I purchased and amount with them. They told me that didn’t work and I needed to send them a screen shot of my wallet. So I also did that. Then they kept emailing me (as they told me) but I never received any emails from them other than the first denial email. Checked all folders and nothing. Got on chat again and they said they needed a screen shot of the address so I did that. But with cashapp apparently the address changes everytime per security reasons. And I explained that to uptown but they didn’t understand that. After over month of the same thing going back and forth with the screen shot, I get a call from security last weekend. They explained that my banked disputed a few transactions and that’s why I got blocked out of my account and cousins withdrawal. Almost two months and I knew it was fishy because they already blocked me from logging in the a few days after my withdrawal request. So obviously that wasn’t the real issue which I don’t even know what the real issue was in the first place. So then I talk to my bank and they have the money back to the casino because I saw the payments were retaken out of my account. So as per the call from last week the security team told me to email them the email from my bank and show the payments were reversed but when I tried to do that yesterday 10-7-23 I was blocked from emailing them. I then got on chat for the 100th million time and then they said that I was banned. I was like that doesn’t make sense because I been dealing with this withdrawal for almost two months now and you guys requested this info from me when I could and when I did you guys block me from sending it to you guys. Then the agent asked when the security team can call me and I said today 10/8 as their earliest. He told me it has to be Monday and I was like your security team called me on a weekend last week why can’t they call me again same time and day? And he wouldn’t answer that so I said for them to reach out Monday. I already know they’re gonna request me to email them and I can’t so obviously they’re not gonna get what they want. Just like how they keep telling me they’re sending me emails but I’m not getting any emails. I just wanna get my money and never play on their site again. And because of this they have locked mw out of other online casinos because when I log in the other agents say I have an issue with another casino that’s why I can’t log in… please help me get my money. Lol im done with this casino and sorry for the very long post. Just wanted to be detailed so it makes sense.

Dear nkaujkoobci,

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 take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?
• Have you provided all the other personal documents to verify your identity?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Yes I understand. I’ve withdrawals from other online casinos and I did just fine.

I send them my id front and back, a pic of bit coin wallet with and without address showing, Bank statements, a pic of me holding my id, and front and back of my debit that I used.

Yeah usually I get paid after like a week but this has been since 8/26/2023.. just the whole runaround thing is making me so irritated and idk what the real problem is. Everytime I chatted with an agent they told me a different issue that didn’t make any sense and nobody could answer a questions outside of the original question of what’s going on? Lol but I appreciate all the help here ❤️

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

Hi nkaujkoobci

I've just reviewed your case and am sorry to hear about your struggles with the verification of your payment method. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Uptown Aces Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what exactly the problems with the player's payment method are now?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Thank you guys! I have been waiting for a call but still haven’t gotten one from the casino security team. I chatted with someone today or yesterday and they said the security team tried to call me but i didn’t get a call. They also mentioned they emailed me but then again im blocked from emailing them so im not getting any emails. The agent relayed the email to me through chat and all it said was that they tried to call me and for me to get back on chat and am agent can help me which… didn’t really help so. I appreciate everyone who is helping me.

Thank you for the updates, nkaujkoobci. I hope that the casino will reply to your complaint here, so we'll get more information.

In the meantime, could you please specify if you tried to ask the live chat to change the email address they sent the information to since you haven't received anything from them for a while?

Yes. I did give them an alternate email and I also haven’t received anything from them.

Hi nkaujkoobci,

Which email address did you use? There may be an issue with Hotmail.

Dear Uptown Aces Casino, thank you for the reply, however, we'd like to hear if there are any updates relevant to the case. Would you be able to assist the player? As a casino representative, you were already able to see what email the player has used on your website.

What is the alternative email address that you provided?

if you check my chat history it’s all there. I’ve talked to so many agents telling them the same thing over again and nothing is getting fixed. I provided a new email and a different phone to call but I’ve still yet to receive a call or email.

Dear Uptown Aces Casino, can you please provide us with any updates?

Hello,

it’s been a while. Been checking daily for anything here. Should I do anything else on the side?

Hi there.

The security department are again attempting to contact her (with the yahoo address and by phone).

Dear nkaujkoobci, have you already been contacted by email (your alternative one) and/or by phone as stated by the casino?

I have not received any emails. I have been checking 2-3 times daily. Also no calls.

I’m pretty positive I’m blocked from them because the last email I ever received from them was from 8/30/2023. No emails from them at all since then. I checked with my email and they said everything is fine and there’s no restrictions on my email.

Wow. Update I finally got an email from them on the alternate email. But it’s the same email that’s always being "sent" to me. Every agent I chatted with always shows this email to me when I go in to chat. I go in to chat and then have the same conversation ALL OVER AGAIN. lol They’ll ask when our security team can call and then I get no call.

*Forgot to add. I’m not going to go in the chat and go through this circle. Ive had no issues with other merchants telling me what’s wrong through email, never has a problem giving me a number to contact them myself, and if given a time they actually call me at the time that was requested.

Dear nkaujkoobci, do I understand correctly that you've never received a call from the casino during the whole time? I wonder if the issue may be caused by the incorrect telephone number. It is strange that the casino claims to made several attempts to call you, although they failed to reach you at least once.

Correct. I’ve picked up every random number and scam call that I have been getting and it hasn’t been them. I’ve given them my updated number a month or two ago. I know they have my number because they’ve called me once before. So I know they’re really not "calling" me.

The security department have attempted to contact her again, via email to V****0@yahoo.com and also via phone but she has not yet responded or answered the call.

Due to the disputed transactions, it’s very important that they speak with her. We please urge you to come to our live chat during the times stated in the email.

Once this is done, we can move on with the account reopening and the withdrawal.

Every time I have gone on to chat… because you guys keep telling me to go on there.. I end up telling this story EVERYTIME. Then they schedule a call for me and then this happens… I already spoke to someone from the security team in September.. her name is Jessica. She told me about the dispute.. I gathered all my information and tried to email you guys but you guys have blocked my email from sending emails to you guys.. the last time I came on chat.. one of your agents told me I was banned and blocked after I was told to send in all my info about the dispute. Even though you guys have been reimbursed for the money that was disputed I’m still having this many issues…. Idk why none of your agents will transfer me to anyone on your security chat and when I asked for a supervisor atleast the agent told me they don’t have a supervisor. I’m just tired of telling this situation again and again just to be in this same spot right here..

OR why can’t I call you guys? Nobody will give me a number either.

Dear nkaujkoobci, do you have any screenshots from your conversations in the live chat, where we can see that you agreed on a certain day/time for a call?

Dear Uptown Aces Casino, would you please specify what exactly you need to check via that call, which cannot be done via emails or on our platform? Also, if it is necessary to make a call, but we can see that your support failed to reach the player for some reason, I suggest you use this complaint thread to agree on a day and time for this call.

Another thing is if you need to get any documents/statements from the player, but the communication via email failed, then the player can send all the required documents to me, and I can resend them to you.

I can look I did take some but idk if they’re relevant to this… I’ll attach on a separate post.

Sadly I don’t. But I can’t always retrieve the chat history from them. I did request an 8am call I believe back in September or October and nothing. They want me to chat but I can’t get on the chat because an agent will just put me through a loop again. I have all the info they want. They just want proof of my bank returning the transactions and a letter from my bank that they put the money back. I have all the proof they want. Because if they call me.. they’ll just repeat what I already know then it’s going to take a week for them to review it. Last time I sent a screen shot of my wallet as they requested…. It took them over a week to review it.. and after that… they still didn’t have the document they needed which I was like okay…. What else you want? The agent even okayed the photo of what I was going to email them before I emailed them. Then after over a week they’re like ohh that’s not it… and then they talked about the disputes… I got them all fixed in September already and yet still here. I’m just tired lol of this loop. And I feel like they’re purposely putting me through a loop to not pay me out.

Thank you for providing this information, nkaujkoobci.

Dear Uptown Aces Casino, my question to you remains the same: can you please explain what is the issue with the missed transactions exactly and what documents you need from the player? Can you please specify, why you need to make a call? As I understood, the player is blocked from emailing you, but you need some documents that she should send you via email. Do you need the call to unblock her email?

And again, although you stated that your attempts to contact the player failed, you can contact her right here in the complaint thread. I believe, if you specified what papers are required for a review, the player could send them to us and we could then resend them to you. Probably, this would make the whole process faster.

Regards,

Natalia

I have all documents ready if you want them a head of time. And honestly I prefer to just have contact through here instead of a different agent every time I go on chat.

Hi there.

We have made a few attempts to reach you by telephone to discuss your account activity in detail, and all attempts were unsuccessful.

We ask that you kindly contact us via chat at your earliest convenience between the hours of 8AM to 8PM EST Monday - Friday or 8AM - 4PM EST Saturday and Sunday.

We look forward to hearing from you soon.

please get in touch to rectify the disputed transactions. We do not require any further documentation. Please contact us.

Lmfao!! Seriously… This is why I don’t go in the chat… why can’t you guys just give me a time… and actually call me at that time because obviously nobody is calling me.

Then.. I get transferred to another agent after stating that you guys have my updated info because I’ve gotten a call from the security team before. holding because now this agent is going I look at my file..

then I gotta wait longer because now this agent is going to look further into my account like the first and the last ten agents did.

Now I was told I will be contacted shortly…. So here I’m waiting… 11/21/2023 @ 3:06 PM CST as stated I would be getting a call soon…..

Then she stops writing… so wrote to her shown below… she waited like a minute befor even ditching me yet I waited longer for her to come back and say no problem then disconnect me after a minute.

there was a few minutes in between my responses yet she couldn’t even wait for 60 seconds for me to respond…. Again.. this is why I don’t want to go in chat no more. Goes no where and it’s been almost 20 minutes now and still no call. Currently 3:22PM CST

I finally got a call. I sent in my email with the info.. I think I spoke to a Rebecca? She said once they receive it.. should be 24 hrs and then they’ll be able to start the withdrawal..

Dear nkaujkoobci, that's great to hear that the casino finally reached you via phone after these months. Please, keep us updated on how things are going after the call. If this was the only obstacle, I really hope that the casino will resolve your case very soon from now.

Yes it’s good so far because they let me in.. but now they have restricted me from withdrawing…. lol

Currently finding out right now. Hopefully it’s not another two month circle.

Update! An agent helped me to be able to help me be able to withdrawal. And now will see what happens! lol back to square one. Thank you guys for all your help, I’ll update again if I get my pay out.

Dear nkaujkoobci, have there been any updates?

Dear nkaujkoobci,

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.

Hello!! I’m sorry for such a late response. But great news!!! Everything went good! Account and dispute finally verified and I got my payout!!!

they paid me out through my bitcoin within 2 almost 3 days ish, so very fast actually!! And I now have access to my other accounts too after this was fixed. Thank you guys for helping me and being the middle man. That was very very helpful. Appreciate all the help that you and everyone has given me!

Dear nkaujkoobci,

Thank you very much for the updates! I'm glad to hear that your issue has been finally resolved successfully, though it's been quite a long journey. 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

Casino.Guru