The player from Mexico had his winnings cancelled to a rule forbidding a redemption of multiple consecutive Free Bonuses. The complaint was closed as resolved as the player successfuly received her winnings.
Uptown Pokies Casino - Player’s bonus winnings have been voided.
Amount: $150
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
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Dear laflaby89,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked general terms and conditions, and this is what I found https://lobby.uptownpokiesaud.com:2072/lobby?SkinId=2:
"19. Customers cannot redeem multiple free bonuses/free spins offer consecutively: When a customer uses two or more free bonuses without making a real money deposit in between, management reserves the right to void any bonuses and winnings.
20. Management reserves the right to consider winnings on comp points, accumulated via the use of consecutive free bonuses, null and void."
Could you please advise if you have redeemed any free promotional offer from this casino previously? Ideally, forward your cashier and bonus histories to petronela.k@casino.guru?
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,
Petronela
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3 years ago
Translation
As I tell you, I redeemed the welcome bonus, my complaint is what I explain, so that they give a gift which they know I cannot redeem, I do not think that the computer system is so obsolete. that it was in very bad faith to give me that gift which they knew I would not be able to collect in case of winning with the difficult promotion they demand.
Automatic translation:
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3 years ago
I'm sorry if I have overlooked the information about the redemption of a Welcome bonus. Could you please advise if, before the Birthday Gift from the casino, you've activated any other No Deposit bonus?
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3 years ago
Translation
I repeat, I received an email inviting me to play in that casino and they gave me a welcome bonus which was obviously just a hook, since the rollover was exaggerated and I did not comply with what they asked for and I did not collect profits from it, in my Birthday they gave me a supposed gift of a few free spins, and in these it was in which I won and tried to collect the winnings, I repeat, I did not request the bonuses, they were gifts that they gave me.
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3 years ago
Thank you very much, laflaby89, for providing all the necessary information. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
Hello laflaby,
I'm Nick and I'll be assisting you from now on in your issue. I would like to ask Uptown Pokies to join us and help us resolve the player's issue.
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3 years ago
Unfortunately, we haven't receive any respond from the casino yet. Please note that if we won't get any respond within the next 7 days, the complaint will be closed as unresolved and may lead to rating deduction.
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3 years ago
Translation
Okay, thank you, yes, the purpose of raising a complaint is to reach a resolution, and then give evidence for other users to think about it before wasting time in casinos of this nature, greetings 😁
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3 years ago
Hi there,
The brand manager agreed to process the cashout, as an exception. The player hasn't made any deposits at Uptown Pokies, and our rules state that management decides if after two or more freebies players can cashout. In this particular case, the player used two freebies and a no deposit bonus.
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3 years ago
Dear laflaby,
Please let us know if any payment would arrive from the casino.
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3 years ago
Translation
Good morning, the balance returned to my casino account, two days ago I requested the withdrawal by skrill, I am waiting to receive it, I will keep you informed, thank you very much, best regards.
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3 years ago
Dear Uptown Pokies,
Could you please specify which document or what information is still required from the player to complete the verification?
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3 years ago
Translation
Good morning, today I appreciate the verified account and the payment made to my skrill account, thank you casino uptown, thank you very much CASINO GURU for helping me follow up on my case and it was thanks to you that I had a resolution for the first time favorable in a casino, greetings.
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3 years ago
Dear laflaby,
I'm very glad to hear that your account has been verified and the payment has arrived. The complaint will be now closed as resolved. Please do not hesitate to contact us if you will come across any other trouble in the future, we will try our best to resolve it.
Best regards,
Nick
Casino.guru
