I play in the tournements and used my winnings to play on the slots. I won $530 and they declined my winnings. I feel they screwed me out of my winnings

Additional comments from Gladys:

"i would like to add that they said i played promotion after promotion which is not so. The $75.00 they credited back to me was my winnings from tournements. i would think that those winnings would allow me to play the slots if i wanted to which i did. i won the 530 on slots. Therefore they made a wrong judgement when they declined my winnings and therefore i should be credited my winnings. i am 86 yrs old and i want my winnings. I went on live chat and had no luck with the rep."

Dear Gladys,

Thank you very much for submitting your complaint. I’m very sorry to hear about your unpleasant situation. Are you aware of claiming any No Deposit or Deposit bonus?

Could you please forward any relevant communication between you and the casino to [email protected]?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Would you be so kind and specify which tournament you obtained your winnings from? Have you ever made a successful deposit?

Attached are two printouts showing my winnings one for $50.00 and the other for $20.00 it does not show the name of the tournement

in response to your other question yes i have made an successful deposit.

I also want to add that i have not used the $75.00 they credited back into my account, I have not played here since i filed my complaint. I feel they owe me and they made a wrong judgement when they declined my winnings.

Thank you very much Gladys for your reply. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Gladys.

Thank you very much for sharing your negative experience with the Uptown Aces Casino. We will now try to get in touch with them and find more information about your case.

i just reread the letter from the casino. i never made a deposit for 75 dollars. When i played the tournements i would make small deposits like 25 and 50 dollars. I would advise you to check my account,,,i did play the slots and got a small bonus but lost my money both times.

We would like to ask the Uptown Aces Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hi there,

We've requested to make an exception for her and process the $530

The issue was the she mixed up bonuses and balances

A promotion cannot be used in conjunction with any other promotional offer or existing account balance. If you happen to redeem bonuses on top of an existing playable balance, any winnings will be voided and original deposit reimbursed in your account. All promotional offers are only available to those players to whom the offer was issued directly by the casino. Promotional offers by email are for the intended recipient only and cannot be transferred.

Hi there.

Dear Uptown Aces Casino.

Thank you very much for your cooperation in this case and we highly appreciate your positive approach.

Dear Gladys.

Please, could you confirm when you receive the payment?

yes i have received payment. thanks for all your help on this matter

Dear Gladys,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.

Best regards, Jozef

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