Uptown Aces Casino - El jugador aún no ha recibido las ganancias.

I'm trying to verify my account I've sent them all the documentation that they've asked me to numerous of times I'm still waiting on my payout and I'm wanting to know when I'm going to receive it they said it should only take 72 hours to process it and it's been a week

Dear anthonysandy9698,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Thank you so much..I'll stay in contact and keep you updated

Dear anthonysandy9698,

Have you received your withdrawal from the casino yet?

No I haven't and actually I got some kind of bogus answer from them stating I bet more than what was permitted

Would you like for me to send the email I received

Can you help me collect my winnings

The Casino Just Sent Me An Email Today .Stating I Can't collect my winnings because I bet more than what is allowed .Which is untrue ..They also have my winnings as 4100.00 ..Another Lie Due To The Fact My Winnings Were 4246.00

Thank you for your reply, anthonysandy9698. Our position is closely explained in Fair Gambling Codex:

The max bet rule is, in fact, an industry-standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is kristina.s@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well. Thank you.

Dear anthonysandy9698,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.