Complaint #10
Uptown Aces Casino
Stalling payment beyond their own time frames and rules!
9 years ago
I won on uptown aces casino the middle of June. I already had submitted all my documents and was verified & approved back in April from a win but I never ended up withdrawing because they kept not approving my documents. Eventually they were all approved.. I requested info regarding diff methods of withdrawing because I wanted to know the quickest way to receive payment and I was told bank wire. By the time I had all the info I needed like swift code, etc (i wanted to be 100% sure I did everything correctly), I requested a withdrawal on June 29th via bankwire and it was approved and authorized to be paid out on July 1st, 2016 at 2:24AM and then processed and sent at 7:48AM same day on July 1st, 2016. I was told after being processed it would take 5-10 business days but averaging approx 7 days but to cover themselves, they had to say 10days. I called customer service many days later asking what the procedure was because it was the first time I had an international bank wire. I was told that it would be in my account at the latest the following Tuesday. I went on that night to play on Uptown and tried to make a deposit but it would not honor any bonus matches for my deposit that I got in my emails. I went on live chat and was told that not all promos/bonus matches were for all players. I said sir, I have deposited nearly every day, every other day and I have never had a problem using match bonuses with my deposits. He said again not all players could use them. I found that baffling but my exp. with live chat has been no one on same page anyhow. I used my comp points and two days later, I tried again. Same thing. wouldn't work for bonus match so live chat again. She looked into it this time and said my account was "bonus restricted". I now got worried so I had her check my withdrawal and she gave me same day of following Tuesday at latest for my money to be in my account. She said once in a while management will go through accounts and limit when they over use bonusus. I said I have only used when I deposited or followed the rules. She said there was nothing she could do but said I could use one because I was on my ipad so it qualified but it wasn't anything I would normally waste my time or money on. So I didn't deposit. Tuesday came and went and no funds in account. I called back cust supp and the same man answered. He was very nice and tried his best to answer all my questions. He now stated that it wasn't going to be in my account until Friday July 15th. He said he had made a mistake but did admit to speaking to me before. Everyone makes mistakes and he admitted it on his own accord so no biggie. Now, I wait until Friday and I call to verify in the morning with uptown and I tell them its still not in my account. She checks and says yes it is suppose to be in today at the latest. She said my advice is to give it till end of business day. I think it should go through. I said but what if it doesn't. Now, I am counting on that money at this point so hearing I have to wait got me a little nervous. I said can you just look into now, so I'm not wasting another business day and then the weekend on top of that. She says unfortunately, you will have to wait until the end of the day. at 4PM, I call them back after calling my bank and having them keep an eye out for it also and I tell the woman it wasn't there still. She checks with her supervisor who says to tell me, wait until Tuesday. Now its only Friday, so now I am waiting the weekend and 2 more business days. I said why cant you investigate today. I asked to speak with supervisor. Morissa ( I believe her name was) gets on line and says she is sorry I was given bad information by everyone. I said but its suppose to be 10 business days tho. She said yes but I need you to wait until Tuesday. I said but then on Tuesday, it will be wait until Friday. I said I need that money as it is accounted for in my budget. She started getting very rude saying there is nothing I can do. It is out of my hands. You just have to wait. I said why cant you trace it. She said you have to wait. She said what it is you want me to do for you. I told her, I just want to be paid because it has been the required time frame and i checked to verify many many times this week because of the importance of me receiving it. I also told her I felt I was being penalized by having a bonus limitation put on my account. I was told that is because I haven't deposited in a few weeks. I said that's because I wouldn't be able to withdraw. i followed the rules. She said its not because I won. I dont believe that.Never have I been limited on bonuses matches with my deposit. I am being put off just like I was when I sent in my documents back in April and I ended up playing my winnings. I only want what is mine. If I have to play by the rules, why dont they have to?
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