Uptown Aces Casino - 決済が遅延しているとのクレームがあります。

I made a deposit of 25 dollars and got 50 bonus for being my first deposit. I lost the bonus balance and continue playing with my original deposit, which I turned in 325 dollars. I sent all the documentation required to verify my account, which was quickly accepted, and then I requested a withdraw. Hours later, I received an email saying my withdrawal was decline and that ALL MY WINNINGS WERE VOIDED. I only requested to withdraw 125 dollars via Bitcoin... I left the remaining 200 dollars in my account to continue playing. I attach the email I received:

Dear Agustin,

Thank you for your patience regarding your withdrawal of $ 125.26 via Bitcoin.

While reviewing your account we've noticed that the following rule was broken:

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.

By redeeming coupons on top of your positive account balance you've broken the above stated rule. We have denied your withdrawal, voided your winnings and your bonus.

Please note your deposit of $ 25.00 has been credited back to your casino account to try your luck once more on our latest games.

Kindly have a look at the casino Terms and Conditions to avoid breaking any of our rules in the future which may result in your winnings being voided

Should you require any further information or assistance, please feel free to contact us.

Yours sincerely,

Lucie

Uptown Aces Financial Services

Dear agusc95,

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

Hi Kristina, how are you?

The casino already rejected my payment and also voided my winnings, which amounted to 300 dollars. I only have my initial deposit of 25 dollars. They told me that it is because some bonus I used... And I made all the winnings with my deposit... I lost the 50 dollars they gave me as bonus, and then continue playing with "real money". Do they expect players to always lose? Once we win and they look for an excuse not to let us withdraw the money. And I had left part of the money in my account to continue playing, it's ridiculous!

Thank you very much for your reply, agusc95. Before proceeding with this complaint, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hi Kristina, how are you? I sent all the conversation with the staff of the casino to you email. Once again, thank you for all the help!

agusc95, could you please forward me your cashier/deposit history and bonus history as well?

Dear agusc95,

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, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.