Uptown Aces Casino - プレイヤーはKYCをパスするのに苦労しています。

I have played this casino numerous times without any issues. My account has been verified prior to my winnings. I submitted a withdrawal, exactly at the mark when I should of been paid, I get a late afternoon email that I need to submit my id again in a selfie pic due to extra security measures. I submit one in color and one in black and white. The next day late in afternoon, when I should be receiving my payment, they’ve rejected my pictures and want new ones. I’ve sent in 3 more pictures in color, and again no response and no payment. This is a stall tactic.

Dear rgaymon45,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.

Have you made any successful withdrawals before? Could you please clarify when exactly you sent the last batch of documents?

Additionally, please, forward all the relevant communication between you and the casino to kristina.s@casino.guru, or alternatively, post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

I have forwarded all the emails to your email. I’ve been KYC approved for withdrawal months before requesting a withdrawal. They took so long to verify me before, that I gambled the winnings away. I’ve checked with support daily, who confirmed I was completely verified and just waiting my 72 hrs with no further action needed, until getting an email for more pictures when I was due my payout.

I’ve sent you additional emails where the casino acknowledges everything is approved on my account, but still no deposit or answer when they will deposit.

Thank you very much for your replies and emails, rgaymon45. I see that your documents have been approved on Friday which is a step forward in the right direction. In this case, I would recommend that you wait for a few more days to see if your withdrawal gets approved, as it can take some time to fully process the payment.

I will set the timer for additional 7 days, so please let us know if there is anything new in the meantime. If there is no development within this time frame, we will intervene. Thank you in advance.

Kristina,

Great news, the casino sent my BTC this morning before 6am. Thanks for helping.

Awesome news, rgaymon45. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.