Complaint #3 Uptown Aces Casino

Serious jackpot glitch

By onegod

11 years ago

Message on forum

I was playing Regal Riches and was watching the minor jackpot go up from $1,109 and played for 3 days trying to win it I was playing it today and i had gotten it up too $1,212.08 then left for a few mins to try my luck at ceasers when I went back to Regal Riches I noticed the minor jackpot had decreased in value down too $1,211.58 I contacted support about this and was told another player must of hit it but when a jackpot is hit it dosent go down by a buck or so it resets to start again so I went back to see if he was right and the jackpot had not hit so I played the rest of my bal to see if it did it again and got the minor jackpot up to $1,212.98 when i logged off i went back and sure enough it dropped again down to $1,212 .38 I contacted security about this and told them the game has an glitch and asked for my money back since the game clearly isnt working right and they have not made this right so I logged on again to see if it dropped and again it went down now its at $1,212.29 this is imposable jackpot do not decrease in value unless won yet it is so I told them again and again asked that they return my money since their games clearly have an issue and if they would fix it and inform me when the games are safe and fair to play I have deposited over $2000 with them and cant win anything yet I win at other ones and if the glitch keeps lowering the jackpot you cant win I emailed them 3 times about this and just get the run a round could you please help me with this I was told if I file a complaint i could or would be banned which also isnt fair I would think they would want to be told if there is a glitch in their games and do whatever they could to make it right I feel it only fair since I have no clue how long this has been going on since I just noticed it today it caught my att because I thought the jackpot was higher yesterday when I was playing it so today I watched it closely and there is no dought an issue with it all I want is am honest fair casino to play at is that to much to ask and if there is a problem they do whats right and return the money I have spent on a game that isnt working right I can understand when things go wrong but it is not fair that I pay for it if it dose I can forward the emails I sent them if you email me and tell me who I send them too do I tell my bank whats happened or do I let you guys try and help me resolve this $2000 is allot of money to deposit into a casino that the games aren't being fair at

Disputed Casino Uptown Aces Casino

Reason Software glitch

Amount $1688

Discussion

onegod

• United States • 9 reviews

10 years ago

I understand that Now is how you say your games work what I dont get is why I was first told I am right they dont do that then 4 hrs later he calls back and says they do work that way which is the truth they dont go down in value or they do? and why didn't you just respond to me about it last month instead of waiting till things got out of hand that just shows either A lack of respect for your players or a I just dont care attitude and then you get upset when a player disputes charges because they think your games aren't working right or fair and then You Ban them for it when it was your fault for not answering to began with I tried many many times to resolve this with you before I ever disputed anything and you waited until I did to take it seriously and then you report me as a risk to gaming sites explain to me how it was my fault you wouldn't answer my question and concern till it was too late then Ban me for your own lack of respect tell me how your justified in that? you think players want a casino that treats people like that its our money that keeps you operating and gives you profit so why should I say anything Good about you? because of you Liberty slots also Banned me and you both said you were returning ALL DEPOSITS I made into both you and Liberty yet Neater of you have returned all my deposits you still owe me about $600 and Liberty still owes me $1019.00 which is why Now my Bank will contact the UN returned deposits made through the remaining processor servers that have not returned my money and the ones through ez voucher as well just because you blocked me from being able to see my account history dose not mean I dont know what You owe me I get a statement from my Bank which shows everything and you and Liberty were the only 2 casino's I played at from April till June 5th so you might want to get the rest of my deposits returned before 28th of June I have gotten my Bank to agree to wait till then only and to be honest since you have tried so Hard to get me Banned from any casino I should not even give you that much time I should just let my Bank deal with it the only reason I have not so far is for the sake of others that deposit that way because it can ruin you from being able to take deposits through those servers if you ignore me again on this like you did when I asked about the game going down in value then be clear you know it will be your fault you owe me just under $600 you paid back a little over $1,500 im not on my bank page or I could tell you the exact amount so as soon as you finish paying me back this will be over I have joined another casino that has the exact same games you do and nope they have not gone down in value not by so much as a nickle unless they were won I have watched very closely just so I could see if all RTG software dose that as you stated it dose I have a very good relationship with the staff and manager and they have always answered me within 24hrs at the very longest I have told the manager 3 different times about your casino and what you did too me and guess what he didnt close my account or ban me and they remain treating me with respect and even sent me a bottle of expensive wisky which I dont drink but the point is they value their players and thank me for playing with them on a weekly basis when I did have a concern they didn't call me a lair or insult me they sent it to the person in charge of that issue and she answered me the very next day and it was resolved and taken care of that easily They didn't wait over a month to answer and it was easy to understand once they explained it if you want to stop losing players then treat them right and dont push them into feeling they have no other choice but to dispute charges you can Run your casino's how ever you want and if your games work like that then thats fine but tell your players they do so they dont think your cheating them is that so hard to DO? I will stop posting negative stuff about you and your casino's once you return the last $600 you owe me and when you apologize sincerely for Banning me for something that was your fault to start with all you had to do was explain to me that's how your casino runs its games and you need to report or note that it was your customer service failure that caused this to get out of hand once you do this and since you got liberty slots to Ban me you need to tell them also they need to finish returning my money once The rest of my money is returned this will end I will not write any more reviews on you or liberty and I will tell askgamblers this was resolved positively so they can put on your complainant history it was handled and resolved until then I am not stopping because what you Did is wrong and you need to make it right So to end this you still owe me $600 and an apology you might want to tell Liberty to hurry up on the rest they owe me since you both use the same servers to do your deposits because if you dont pay me the last $600 or they dont pay me the $1019 they still owe then its not my fault if my bank cause's you problems with your deposit methods im being very clear about this so make sure you read this very carefully and understand what Im saying I have gotten you an additional 7 days only to get me the remaining $600 owed after that you cant blame me for what my Bank dose they will collect my money this is really Sad that it has gotten so Bad I really Hope you train your staff better to be more respectful to others the Next person might Not Be as Nice about this as I have been I have Nothing else to say to you if you dont finish this off and pay me the last $600 you owe me then you will have only yourself to Blame for the bad Complainant History and the loss of deposit servers I am getting very tired of excuses just pay me the last part and apologize and were done Its Simple and could save you allot of money and loss of players this is my last and final offer to settle this once and for all your choice I should by rights be demanding the jackpot I feel I got cheated out of but im not im doing good at the new casino I joined and im happy there so I dont care about you Banning me anymore you probably did me a favor except for all the time and money I put into raising up your jackpots that I cant recover I cant ever get back my time or have a chance at winning what I put so much work into so your getting off cheap me just asking for the last $600 I would except this settlement offer why you can but you dont have a history of doing what is smart do you Oh One last thing No more trying to get me Banned at other casino's if you do this will just start all over again I will keep my mouth shout or fingers still I should say about you and you do the same and if you do the smart thing and except this offer to end this then you need to email me a list of all deposit servers you used so I can make sure my Bank dose not go after them to return my money and hope they are not the exact same ones as liberty so would be best if you both just finished paying me back but if you give me the names and date I can make sure yours aren't included and report yours as all paid back this is the Best offer your gonna get and the last One ok Im Done if you have not paid me the $600 by the 28th then we continue with this and my Bank dose the collecting your Choice God Be with you

Uptown Aces Casino

• Representative

10 years ago

Hi

As previously stated:

We spoke to the software provider to understand this:

''When the customer makes a Spin on a machine with a Jackpot, the Game Server transmits the value as well as the growth rate of the jackpot to the game client. The client then updates / displays the Jackpot accordingly. When now the customer has a long time between the spins, the displayed growth rate of the Jackpot might not fit to the actual one, therefore displaying a wrong value''

Example

Jackpot is 10000

User logs out

User logs in

Jackpot now 9998

Let’s stay with this example: user logs in, the Jackpot and grown rate is sent to the player. Jackpot is 9995 and a calculated growth rate of 5 per minute (based on the bets of the previous hour). Customer waits for a minute so the jackpot displays 10000. Customer logs out. The acutual growth rate for this minute was not 5 but 3 as less customers played that game. Customer logs in jackpot now displays 9998.

All that is wrong is the display of the jackpot value in the game client. When customers spin often, they don’t see it. When there is a lot of game play the calculated growth rate is closer to the actual one (respectively the fluctuation on game play is smaller)…

Uptown Aces

onegod

• United States • 9 reviews

11 years ago

Uptown has returned most of the money I deposited after seeing the Video I sent them of the game going down in value then they reported me to for disputing charges to gaming security sites as a risk that I dispute charges in an attempt to get me banned from all casino's which Liberty slots did ban me after them telling them only what they wanted not the whole truth of how I tried many times to get them to resolve the issue before I ever disputed charges and I warned them clearly I would have too if they didnt resolve this problem and of course they didnt mention How they insulted me or implied I lied I strongly suggest no one play at any of their casino's both them or any of their sister casino's I joined another casino that has the exact same games they do and I have played there for a month and told the manager of my experience with them and he said that's weird our games don't lose value unless won and I have watched them very very closely and none have done that so play there at your own risk after they got Liberty to Ban me even tho I never had any problem with them Liberty has also started returning my deposits but very very slowly between uptown aces and liberty im still owed close to $2000 still $1019.00 from liberty and $612.00 from uptown I have found a very good nice and honest casino and the manager is extremely nice and they even sent me a bottle of Jamison just for playing with them they always answer any questions if live support dose not know the answer they get a manager to contact you with the answer they have great gifts like a birthday bonus and cash back on all loses each week so you get another shot at winning I will not list the name of the casino here because of how uptown likes to contact other casino's I play at to try and get them to Ban me but I can tell you who it is if you want to know just read through this whole complainant and you will find my email address or ask Danny to give it to you and once she knows your a member here she has my permission to provide it to you I have checked these 2 casino's out to the max and they are good and Honest and Run RTG software which I myself like Danny please leave this posted for 30 days till I can get time to write a review about uptown and Liberty Thank you

Uptown Aces Casino

• Representative

11 years ago

Hi

We spoke to the software provider to understand this:

''When the customer makes a Spin on a machine with a Jackpot, the Game Server transmits the value as well as the growth rate of the jackpot to the game client. The client then updates / displays the Jackpot accordingly. When now the customer has a long time between the spins, the displayed growth rate of the Jackpot might not fit to the actual one, therefore displaying a wrong value''

Example

Jackpot is 10000

User logs out

User logs in

Jackpot now 9998

Let’s stay with this example: user logs in, the Jackpot and grown rate is sent to the player. Jackpot is 9995 and a calculated growth rate of 5 per minute (based on the bets of the previous hour). Customer waits for a minute so the jackpot displays 10000. Customer logs out. The acutual growth rate for this minute was not 5 but 3 as less customers played that game. Customer logs in jackpot now displays 9998.

All that is wrong is the display of the jackpot value in the game client. When customers spin often, they don’t see it. When there is a lot of game play the calculated growth rate is closer to the actual one (respectively the fluctuation on game play is smaller)…

Uptown Aces

Uptown Aces Casino Complaint Stats

Resolved 21 / 25

Avg. Amount $1,796

Avg. Complaint Duration 9 days

Avg. Response Time 2 days

Uptown Aces Casino Complaints

See all complaints for this casino

Withdrawl check bounced as NSF

I submitted a withdraw request and was sent a check in the amount of $3,000.06. I deposited the funds to my bank then a few days later it was returned due to Non-Sufficient Funds. I have reached out to support who advised me to send an email with documentation in which I did. Each time I request an update they give me the run around and say they will respond by the next day but never do. Getting the feeling as though I've been scammed by them.

Resolved

$3,000

Will not pay me in bitcoin

I waited for my standard period of time and did not receive any correspondence. My request was for a 2500.00 bitcoin withdrawal. I chatted online and was informed. My payment has been declined due to bitcoin network congestion. I found it odd that it still showed me being able to deposit bitcoin but not receive it. My only other options are Canadian check or wire transfer which my small local bank does not have a swift code. Also those items cost me money from my winnings. I have used bitcoin for years and am very upset.

Resolved

$2,500

Bitcoin Withdrawal Uptown Aces

Hello Good Day! I just got my account verified after 8 days of submitting documents and finally made it. After my account got verified, I then made a decision to withdraw my winnings. I don't know if this is a coincidence but I can see the BTC withdrawal right before I got my account verified cause I always check their payout options and now it's gone. I already contacted multiple supports about this, all they keep saying is that it's unavailable at this moment due to btc traffic and they don't know when will it be back. I'm a solo player here in my country, Philippines. Thank you!

Resolved

$100

Withdrawal refusal due to delay in account verification

On 4/23, I registered and rolled over with a $20 no-deposit bonus to $101.16.

In order to proceed with the withdrawal, follow the terms of service, complete the account verification, and withdraw, please bring the image of both sides of your driver's license, the image of the gas bill for proof of address, and your driver's license next to your face. A total of 3 images were sent to the document data verification team by email on April 24th.

On April 27, I received a reply that the document data was unreadable and sent the document data with increased resolution.

On May 3rd, I received a reply saying that the document data was unreadable, so I sent the document data with a high resolution of 4096 x 3072 pixels.

I have never had an experience of not being able to authenticate my account because I could not read the document data submitted to other casinos.

After that, I felt that sending more high-resolution document data would be a waste of time, so I requested that the account verification be completed with the document data I had submitted.

On May 8th, I felt that the excuse of not being able to read was unreasonable, so next time I received a new additional request that there are characters that I can not confirm and that I should send the official translated document data.

On May 11, more than 90 days had passed since the date of issue of the gas bill with proof of address that I had submitted. A request has been returned to send the translated document data.

As expected, I think that I can not exchange anymore, and I will submit a complaint.

I just want to withdraw $101 after my account has been verified with the submitted document data.

Thank you for your cooperation so that we can resolve this issue.

Unresolved

$101

Bitcoin is no longer an option for me

May 7th - deposited 25.00 and activated the Bonus. After the free spins I won 49.94, assigned playthrough should of been $1498.20. Instead it showed $4494.60.

I was absolutely "ALARMED". I have never had a problem with this casino. I had won $1000 and I was having issues withdrawing that amount due to the playthrough continued to show I had not met my wagering requirements!

I immediately got on the chat and emailed the support team that I wanted to withdraw immediately. I received an email giving m2 choices

They stated I was welcome to allow 2 additional business days for the team to review my account to offer info what may have happened. All I know is that I won that money fairly did not want to wait.
If I was not pleased with waiting that I was eligible to withdraw.

Little did I know that out of the blue once I set the withdrawal up with my bitcoin, which has been the withdrawal method I have used for years with this casino, it would be thrown out of that withdrawal option! What a coincidence!

Now I am in a situation where am unable to receive Wires, due to I belong to a credit Union , they do not accept these transfers, also they do not accept out of the country checks. I explained this to the chat, there answer was to me, go open a bank account that accepts wire transfers! I explained I am disabled I am not able to do that, so they said they could not assist with any other options for me.

I find it hard to believe after all these years with no issues on Bitcoin Withdrawals that the moment I have an issue with a Wager Discrepancy that I noticed that Bitcoin is not an option for me! Amazing it still shows to be an option for everyone else and it is also being advertised as an option on the site!

I would like to receive my winnings via the only withdrawal method I have access to.

Resolved

$1,000

Withdrawal denial over and over

I requested a bitcoin withdrawal of $650 which I sent a chat with customer service to verify that my verification was confirmed and good since I had an issue once before with the withdrawal process and it was fixed upon sending in my verification my first time withdrawing. This would have been my second withdrawal since playing with this casino however after weeks of goi bc back and forth I have yet to receive my funds. Now my balance is up to $1200 and I would like my payout. I have reached out on multiple occasions and have been told that I was sent emails that I never received. I even reached out to my email support to ask them if there was anything in the way of receiving their emails or if they could find any issue on their end that would be keeping the emails from arriving to me. They confirmed that there were no emails sent to their server for my specific email address, so there isn’t anything blocked on my end. Upon talking to multiple chat agents. I have also asked for copies of the chat conversations between agents and me that I never received and not once has anyone from an upper level tried to contact me I have sent emails to the security team as well as support and I have screenshots to verify all of this as well as some screenshots of chats that I’ve had with agents. Their phone number does not work, so therefore I’m not able to contact anyone except through email and chat and they will not help me get in touch with anyone higher up in order to take care of this, so this was my last resort.

Resolved

$1,200

Verified until I requested a payout

I have an email from these guys on October 26th saying I was Verified and my documents were approved. With that knowledge I made several deposits and played there because I thought I would be able to withdraw. Unfortunately, when I requested a withdrawal they asked me for additional documents even though I was already verified. This is a stall tactic plain and simple I would have never played there if I didn't think I could withdraw. As a matter of fact, I gave them the same document that they were asking for in the original verification process which of course lasted weeks and I am over it! At Uptown Aces you're verified until you ask for a withdrawal. This should be their tagline. There are so many better places to play that don't do this type of stuff.

Unresolved

$500

Pending deposit X 6 days

Pending deposit for 6 days? Same excuse every time I ask when it will be fixed. “DEPOSIT MORE.” Or “USE BITCOIN:”

I’ve heard the same excuse for days.

“After review, I noticed that this query has been forwarded to the relevant team for review for you.

We kindly ask that you allow 24-48 business hours for an update to be shared.

If you wish to fund the account now, we would encourage you to try the alternative deposit methods in the cashier section of the casino.”