Uptown Pokies Casino - Player’s bonus winnings have been voided.

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

Cómo le comento, canjie el.bono de bienvenida, mi queja es lo que explique, para que dan un regalo el cual ellos saben que no puedo canjear, no creo que el sistema informático sea tan obsoleto.comonpara no poder identificar dicho error, siento que fue de muy mala fe darme ese regalo el cual ellos sabían que no iba a poder cobrar en dado caso de llegar a ganar con la promoción tan difícil que exigen.

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?

Le repito me llegó un correo invitando me a jugar en ese casino y me dieron un bono de bienvenida el cual obviamente era solo un gancho, ya que el rollover era exagerado y no cumplí con lo que pedían y no cobre ganancias de el, en mi cumpleaños me dieron un supuesto regalo de unos cuantos giros gratis, y en estos fue en los que gane e intente cobrar las ganancias , le repito, yo no solicite los bonos, fueron regalos que ellos me hicieron.

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.

Muchas gracias

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.

Gracias

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.

Está bien, gracias, si, la finalidad de levantar una queja es llegar a una resolución, y pues dar evidencia para que otros usuarios la piensen antes de perder el tiempo en casinos de esta índole, saludos 😁

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.

Dear laflaby,

Please let us know if any payment would arrive from the casino.

Buen día, el saldo regreso a mi cuenta de casino, hace dos días solicite el retiro por skrill , estoy ala espera de recibirlo , les mantendré informados, muchas gracias , saludos cordiales.

Dear Uptown Pokies,

Could you please specify which document or what information is still required from the player to complete the verification?

Buenos días, el día de hoy ya me aprecio verificada la cuenta y el pago realizado a mi cuenta skrill, gracias casino uptown, muchísimas gracias CASINO GURU por ayudarme a darle seguimiento a mi caso y fue gracias a ustedes que tuve por primera vez una resolución favorable en un casino, saludos.

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