Uptown Aces Casino Complaints

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.

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!

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.

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 

1. 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. 
2. 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.

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.

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.

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.”