Uptown Aces Casino - Player's withdrawal is delayed due to unverified account.

I submitted the requested documents for the verification on November 1, 2024. It is now November 12, 2024 and it still has not been processed, my account status has not been updated, and there has been no communication regarding this. I have contacted live chat support multiple times and they keep telling me all documents have been received and to give it 3-5 business days. This time frame has passed now and upon contacting the chat again at the end of business day 5, I was told I would have an update within 2 business days. This is now the second business day and I have still heard nothing aside from the initial auto response email when I first sent them in. I followed that up with another email a few days later asking if anything more was needed and I was again told that my documents had been received and I would be contacted by email if anything more was needed and I would receive a confirmation email when complete. I have received neither as of today and my account still shows unverified. I tried to schedule a callback but the site generated errors so the only thing that works as a contact method is the live chat and they are unable to help. I keep getting the same canned response.

The documents I sent in were:

Arizona Drivers License

Front and back of card used to fund the initial deposit

Copy of my utility bill showing the address on my avvount

I also included my username and sent it from the email I registered with them.

Dear finbelt32,

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. 

Have you made any successful withdrawals before?

Did you accumulate your winnings with or without an active bonus?

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, 

Dominika

Hello and thank you for your response.

I did make an initial deposit. I was supposed to receive a bonus of free spins with it per the promo but i did not. So my winnings were made with my initial deposit.

As of yet, i have never been able to make a withdrawal, i am blocked from doing so by the unprocessed verification.

I sent in my verification documents as soon as i read what was needed, and i sent in everything that was requested. In my follow-ups, i inquired each time whether anything else was needed and i was told there would be an email if so. I havent received any emails or requests of anything. When i spoke to live chat, they told me they just talked to the verification department to ask about the status. I was not included in that conversation but a couple minutes later the live chat person came vack and said everything was received and i would have an update in a couple days. That happened each time so it has started to feel like i am spinning my wheels. I understand it takes time to process but the ETA given has expired and i have received no communicatio ln and no updates on my account.

Thank you for your help.

Dear finbelt32, thank you for the information provided.

Have you been informed about the results of the verification process?

Could you please share your communication with the casino regarding the verification? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

Dear finbelt32,

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.