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Uptown Aces Casino - Void payment confusion

RESOLVED
Complaint Info
Disputed casino Uptown Aces Casino
Reason Declined payment
Amount $ 1500
Posted on June 25, 2019

I received an email offer which had a deposit bonus and also a coupon to use post the deposit bonus.
i went through the entire play-through meeting the max bet rules and saw the status changed to withdrawal for my money. I then continued for some time until i did a withdraw for $2000.
After i withdrew i used the other coupon in my email offer, then i lost the coupon.

I then cancelled my $2000 withdraw and i withdrew $1750 and continued with the 250. then cancelled the withdraw again and then withdrew $1500. which was the last action on my account until uptown cancelled it for rule 7 of bonus terms

7. Players with one or more pending withdrawals currently in their account are not eligible to receive any bonuses, promotional or otherwise, until such withdrawals are either processed or cancelled. Abuse of this policy, as defined by the casino, may result in cancellation of the player's winnings.

You are unable to deposit whilst having a withdraw pending, and the casino sends you email offers of bonuses during this time, which tries to entice you to use other bonus offers. As i had done the withdrawal meeting all requirements, the promo email where i got the deposit bonus had an offer in the package for a non deposit bonus. I lost that offer and as per above i cancelled the withdraw and continued playing until i withdrew $1500.

I have not used a bonus offer during or post the last 2x withdraw attempts. The winnings i had were not from any other bonus offer and i met all requirements.

I said their rule 7 doesnt apply to my withdraw as i havent had any bonuses used after the 1500 withdraw and there has been no action since. I didnt use any new offers they sent me and all i used was the package offer received prior.
However, post withdrawal I received a few promotions from uptown trying to entice me to use them which would void any winnings

Whilst on live chat they told me to hold for some time and let them check and review the account. then came back and said the 1500 withdraw was void because of rule 7. There is no bonus/coupon used after the 1500 withdraw request

the original withdraw of 2000 had the packaged bonus used, but that offer was received prior and did not have any linkages to the winnings and i met the play-through requirements. Abuse of the bonus is insinuating it happened frequently to get an advantage? i didnt use anything but the package offer

the live chat person, didnt have any other reason for voiding and they couldnt give me any confidence they stood by there decision. put on hold to gain some advice a few times and reviewed my account again a couple of times. then said if i want to take it further send an email and i was cut off.

the final point is purely i cancelled my withdrawals and the last withdraw was made and no bonuses used after it.

Happy to provide more information or clarify if need be

thank you

Posted on June 26, 2019

Hi LOAFMAN82,

Can you please PM me your username or ask an AskGamblers rep to send it to me?

Your AG name doesn't match anything in our database.

AskGamblers
Posted on June 26, 2019

Dear Uptown Aces Casino,

AskGamblers Complaints Team would like to remind you that player's login details could be found within the notification email sent from our complaints system. However, to avoid losing time we have just sent these manually as a private message.

Please let us know if there's some update regarding this case.

Posted on June 30, 2019

Hi LOAFMAN82,

I have been in contact with our payments team to process the payment, I am just waiting for confirmation from them.

Posted on July 1, 2019

Thank you for the response, I appreciate the follow up and of course a great outcome.
I just checked and noticed that the withdrawal amount has been re-requested a couple of hours ago and is just is awaiting final approval/processing. Which I assume is being done now?

Thanks again
L

Posted on July 1, 2019

Hi LOAFMAN82,

The team confirmed it should be processed today.

AskGamblers
Posted on July 5, 2019

Dear @Loafman82,

Please let us know if there's an update regarding your ongoing complaint. Be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

Posted on July 5, 2019

Hello,
Appreciate the assistance with this complaint, I have received the approval and the money originally voided. Great result and thanks to AskGamblers and Uptown
Cheers
L

AskGamblers
Posted on July 5, 2019

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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