I had won a grand jackpot on storm lords, prior to this I had a cashback coupon claimed for roughly $65, this had a playthrough requirement, and max bet limit. The casinos playthrough balance had not been completely finished, unaware of this, I innocently upped my bet to $12.50 (max bet on playthrough balance is $10) I had only done 7x $12.50 bets before the playthrough was completed and alll funds become withdrawalable.

All of this information only become aware to me recently. Had continued playing for quiet a long period of time on the same machine 'storm lords' I got the coin bonus and hd all 15 coins exposed and won the $50,000 jackpot.

I was put through 3+ weeks of slow account verification and not once had anybody mentioned of any rules broken.until it was verified then I made the claim of withdrawal and denied for 7x bets $2.50 over the maximum bet.

I have deposited thousands upon thousands to this casino, without one withdrawal. The casino offered me $550 to 'build a good reputation'. For the casino.

I had made aware to the casino of my personal situation that had recently deteriorated rapidly. Not to go into to much detail, but a sibling passed away, with nobody to pay for a funeral but myself. I lost my job days after that, I have a young family of my own at the age of 27 with 2 kids under 3 and a partner who cannot work and now have no income to keep a roof over their heads or bury my sister.

The win on the casino seemed like a diamond in the rough and allowed some relief for the short term while I get another income in order. But the casino chose to make my only chance at my family being fed and warm with my sister farewelled impossible. Over 7x bets wagered $2.50 over themax bet, unknowingly breaking the rules. So close to the playthrough I don't understand how their cannot be a closer assessment and even a reduced payout agreement, not $550. Down from $55,000.

If I had made a clear intentional attempt of say 50 totalled bets over the playthrough even 30 bets I could understand their logic, but 7 bets !? When my win was $55,000. Its pure greed and minimal care for the player and no attempt to come to an agreement.

Dear Dfkt3d,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I’ve looked into casino terms and  I found this : https://lobby.newuptownpokies.com:2072/Lobby.aspx?SkinId=2&affid=8949&trackingID=83204444

As you can see all bonuses applies the max $10 bet rule. We always recommend player to read carefully terms and condition to prevent situations like these. I’m really sorry that your winnings have been voided but the casino clearly mentions this term so we can‘t do much in this case. Is there anything else we can support you with?

Best regards,

Nick

The problem I'm having that I didn't state unfortunately is, they're providing me with no evidence from the provider of these bets actually happening, just at transaction statement that's been written by the casino. Witch I disagree with, so I have requested to have the game providers game transaction history to cross reference the casinos claim but the casino will not have any interest in doing so, they will not reply to my emails after I ask it they will end my chat when asking on the casino chat.

When you posted your complaint, you also mentioned that you made 7x $12.50 bets. Can you still access your casino account? If yes, you should have betting history there. If so, please send it to us so we can preview your bets. Send it to [email protected]

Sorry my initial complaint was quiet badly explained I must admit, I cannot acess my bet transaction history far back enough to show the bets their claiming witch I find suspicious, I have askedmultiple times where their evidence showing the disputed bets are and they either leave the chat or don't reply to my emails. I have once had a really rude uncooperative chat assistant who showed me a statement he had made in a excel spreadsheet type form that had been unclear on the bonus and cash balance and a few bets I done that were $12.50 highlighted. It took me an hour on chat of waiting for him to provide me with that statement alone witch made me question why it took so long to show me it and why he had to edit it by highlighting it

So I had requested he ask the game provider themselves to provide their copy of the game transaction to cross reference their proof and backup their claim but they won't cooperate and end the chat abruptly. Its got me suspicious with how badly they are handling the whole scenario and are very unwilling to help with it. My account is still accessible I'm able to log in, but the funds have been removed from my balance upon the payout request being denied.

Thank you very much Dfkt3d for your reply. I will now transfer your complaint to my colleague Zuzana 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.

Thankyou

Hello Dfkt3d,

I am very sorry to hear about your issue.

I would like to ask the casino if they can provide us with the player's game history and confirm the problem was with the max bet. Thanks in advance.

Absolutely, what do you need me to do to help you achieve this goal? Thanks Zuzana

We would like to ask the Uptown Pokies 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’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.

We have received the additional evidence from the casino showing the player broke the max bet rule several times and therefore we need to classify this complaint as unjustified.