The player from Italy played with two No Deposit bonuses in a row without making a deposit in between. We were forced to reject this case since such practice is prohibited by the T&Cs.
Uptown Pokies Casino - Player’s bonus winnings have been confiscated.
Amount: €265.18
Uptown Pokies Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
3.8
Uptown Pokies Casino has a Safety Index of 3.8, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
8 months ago
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3 years ago
Translation
I joined the promotion of a match bonus which included two deposits with final redemption of a free bonus. I then asked for a second free bonus consisting of 200 free spins on a particular slot. With this coupon I won the disputed amount respected the game volume to be made before the withdrawal. I requested the withdrawal and the finance department canceled this request with the proof that I had requested two consecutive free bonuses. On this point I would like to clarify that as regards the free bonus obtained from the match bonus, I have never received an email notification of the redemption. This suggests that this free bonus is excluded from the general rule of consecutive free bonuses as it is a particular promotion where two deposits are made and not one (two deposits = two free bonuses ... theoretically) so much so that I was able to request a second free bonus on the platform that was credited to my account and regularly notified by email (which did not happen, I repeat for the first). If it had not been possible to redeem it, the platform would certainly have denied me this bonus, as I have already seen in the past in which I was denied some codes with the words "you must first make a deposit of at least 20 dollars". In conclusion, the bonus obtained in free spins was authorized by the casino and the resulting winnings must in my humble opinion be paid otherwise the principles of fairness and fairness of play are violated that are the basis of every online gaming platform and beyond.
Automatic translation:
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3 years ago
Dear Nemokid,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Would you be so kind and specify which bonus exactly you claimed before the Free Spins? Please post here the link or promocode to the offer you redeemed.
Additionally, please, forward any relevant communication between you and the casino to kristina.s@casino.guru.
Looking forward to hearing from you.
Best regards,
Kristina
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3 years ago
Would you be so kind and post here your cashier history and bonus history, please? Alternatively, you can forward them to my email address kristina.s@casino.guru.
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3 years ago
Thank you Nemokid, I went through your screenshots, and (correct me if I am wrong), you first redeemed "FRESH150SLOTS" - a $150 free chip plus 25 free spins, and then you redeemed "EMPIRELOYALTY-2" bonus consisting of 200 free spins.
Unfortunately, if this is the case and you didn't make any real deposits between these two bonuses, there is not much more we could help you with. This is prohibited in most casinos and we cannot go against this rule. Even the offer itself mentions this fact when you search for the code in Google:
Please, let me know if I have overlooked something and you truly made a successful deposit before claiming the "EMPIRELOYALTY-2" bonus.
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3 years ago
Translation
Hi Kristina,
I have not made any deposit between the two bonuses, I wonder why the system has not rejected the code entered as it always happens on their platforms (Slotocash and Uptown Aces)? Doesn't this conflict with the basic rule of fairness and ethics that the casino should keep towards player-customers? When it is not possible to redeem the code, the system denies the same and in many cases tells you what to do in order to redeem it (see attachments). On all platforms of the RTG I have noticed that the player is always warned and the code rejected in cases like mine. I repeat I made two deposits before having that bonus of $ 150.00 ... later having lost this bonus I went to the cashier and saw that I had been credited with a loyallty bonus of 20 dollars that I can redeem immediately (after the complaint forwarded this bonus as it happens has mysteriously disappeared), at that point I thought not to redeem it to request the code EMPIRELOYALTY-2 which was duly accepted and credited to me! Having credited me with the loyalty bonus, I thought that the casino would have nevertheless accepted any winnings from this bonus or alternative, otherwise why would they have credited it to me, to let me play and then not pay me any winnings? Doesn't it seem to you that this behavior is somewhat incorrect? Why didn't the system reject this code instead of accepting it and letting me play even though I couldn't? Yet the system, as we have seen, denies the codes in case the player cannot request them ... the casino did not act correctly, deluding me that I could use it, don't you think?
Here are some cases in which the casino warns you that the code cannot be redeemed:
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3 years ago
Translation
Hello Kristina,
I just entered Uptown Pokies and Aces and to my amazement I found this situation:
Isn't all this paradoxical and contradictory?! What should I do now? Accept the free spins, play and then maybe get denied a possible win again? !!
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3 years ago
Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. This is a standard rule and claiming two No Deposit bonuses in a row is prohibited by most casinos. Not all casinos can enforce this on a software level, especially when players can claim random promo codes that are freely available on affiliate websites.
Sadly, there is not much more I can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. I understand that bonuses are designed to be as attractive as possible, but the rules must always be followed.
Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.
