Uptown Aces Casino - Player's withdrawal has been delayed.

I've reviewed the KYC information and comprehended the expected waiting period. However, I'm facing a problem with this casino because their online chat agents repeatedly claim to have sent me emails. I've checked my spam and junk email folders, but I haven't received any emails from them. The only emails I do receive from them are promotional.

Additionally, they request that I send a picture of myself holding my ID. I've already sent three pictures, but they insist that I resend them. It appears that they are intentionally prolonging this process in order to avoid making a payment.

Dear Num01,

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 your withdrawal has not been processed because your account has not been fully verified yet?

Could you please advise which documents you have already provided and when exactly you sent 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 very much in advance for your reply.

Best regards,

Kristina

Yes, when I go to the withdraw section, it says - "Your account requires verification before proceeding. Please send us your completed account verification." 

10/25/2023 - I sent scanned images of my Drivers License, front and back as well as a utility bill that is not more than 90 days old.

11/04/2023 - I sent a photo of myself holding my ID.

Thank you very much for your reply, Num01. 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.

Hello and thank you.

I have emailed you the text dox I had as well as forwarded emails I sent to Uptown

Thanks,

Chris

Thank you very much, Num01, for your cooperation. 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.  

You can cancel this complaint. I was finally verified only to be denied for claiming back to back free spins. I apparently didn't read that part. Oh well, I learned my lesson and will never play at these crooked, shady casinos again.

Thanks

Hi Num01,

I'm glad to hear that your account was finally verified even before we contacted the casino, therefore I will close your complaint as resolved if the verification was the main problem. However, I'm sorry you were not able to get free spins, but based on your reply it makes me think that the reasons were explained to you and you have no further claims.

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