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Bonus Complaint Uptown Aces doubled their wagering requirements after my deposit

Discussion in 'Casino Complaints - Bonus Issues' started by bart1981, Jun 4, 2015.

    Jun 4, 2015
  1. bart1981

    bart1981 Quit Gambling

    Occupation:
    manager
    Location:
    Belgium
    Hi all,

    I am very dissapointed at Uptown Aces, which I found on casinomeister and is accredited.

    I usually never play with a bonus because I hate wagering, but this one seemed fair:
    Uptown Aces doubled their wagering requirements after my deposit: Schermopname (33).jpg,Jun 4, 2015

    The only thing I wanted to know before I would make a deposit is if the wagering requirement of 15 times is on the deposit only or the deposit and bonus. Since in their terms and conditions you can find all information about other bonusses but not anything about this one I asked their live chat:
    Uptown Aces doubled their wagering requirements after my deposit: Schermopname (30).jpg,Jun 4, 2015

    So I made my deposit.. and guess what: wagering was set on 30 times the deposit amount:
    Uptown Aces doubled their wagering requirements after my deposit: Schermopname (35).jpg,Jun 4, 2015

    So I had the bonus removed. Only played with non-bonus money.
    The thing is I would have NEVER deposited at this casino in the first place without getting a very nice bonus (which is seemed like it would be)

    I dont play too much more lately, and if I do, I play at casinos where I am already verified. So I am sure I will get paid in a few days and without sending all the documents they ask you if you make a first withdrawal.

    What do you guys think about this? Is this normal for a casino to do after you have asked all the details about their bonus? And after you make a deposit they change their rules?
     
  2. Jun 4, 2015
  3. horseplayer

    horseplayer Senior Member MM

    Occupation:
    NA
    Location:
    Charlotte, NC
    I am not aware of any RTG casinos that offer a playthrough based on deposit only. You would probably do best to avoid them if that is a must condition for you. I'd also advise that you likely won't get paid without supplying documents.

    edit - Ignore last sentence. I believe you are talking about casinos that you have already submitted docs to.
     
    Last edited: Jun 4, 2015
  4. Jun 4, 2015
  5. mac72

    mac72 Senior Member

    Occupation:
    gamble
    Location:
    n ireland
    Its simply not good enough more so because they advertise it as a low playthrough,you clarified it via live chat and the new retrospective terms are nothing special.Have they seen fit to correct the 'error' on the webpage or are they still promoting it as you saw it?
    In my view instead of apologising they should be honouring the original deal,i'm sure if you had won 10k off your deposit and hadn't complied with all the t+c's they wouldn't accept your 'apology' and paid you out.It has to work both ways.
     
  6. Jun 4, 2015
  7. bart1981

    bart1981 Quit Gambling

    Occupation:
    manager
    Location:
    Belgium
    Thats why I specifically asked if the playthrough was on deposit only, as you can see in the screenshot of live chat, and they told me it was. Like i said, I usually avoid all bonusses but this one seemed ok for me to try.

    I know I wouldnt get paid without supplying documents, thats why I normally stick to the casinos Im verified with already.

    My point is: Can a casino first say its 15 times wagering, and then AFTER deposit its changed to 30 times.
     
  8. Jun 4, 2015
  9. horseplayer

    horseplayer Senior Member MM

    Occupation:
    NA
    Location:
    Charlotte, NC
    I do understand and agree that the Rep screwed up. They should have honored the chat discussion.
     
    1 person likes this.
  10. Jun 4, 2015
  11. bart1981

    bart1981 Quit Gambling

    Occupation:
    manager
    Location:
    Belgium
    They are still promoting it, when you visit Uptown Aces promotions page you can see it at the bottom of the page. However, they told me to change that.. A little too late for me though..
     
  12. Jun 5, 2015
  13. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    Out of order, I keep reapting my self DO NOT LISTENING TO CS, There about as much use as a chocolate tea pot,

    They should honour that 15% on deposit only,

    Its getting real bad recently with casino's taking the jimmy,
     
    1 person likes this.
  14. Jun 6, 2015
  15. Mousey

    Mousey Ueber Meister Mouse CAG

    Occupation:
    Pencil Pusher
    Location:
    Up$hitCreek
    Please contact the casino Rep here in the forum. Go HERE look to your left and click Send Private Message.

    With it being the weekend, give her a couple of days to reply.

    (My personal advice to all but USA players is to forget about playing USA facing casinos.)
     
    1 person likes this.
  16. Jun 6, 2015
  17. bart1981

    bart1981 Quit Gambling

    Occupation:
    manager
    Location:
    Belgium

    I did sent the REP a PM 2 days ago, not answered yet.

    Customer support sent me an email that I denied the bonus while I was on live chat. Offcourse I did, after making the playthrough 30 times instead of the promised 15 times. They then gave me a 25% cashback with 10 times playthrough on my busted deposit.

    Just dissapointed, and not a good first impression when you are looking for some other casino to play at then the ones I usually play at.
    Thanks for the advice!
     
    1 person likes this.
  18. Jun 6, 2015
  19. Mousey

    Mousey Ueber Meister Mouse CAG

    Occupation:
    Pencil Pusher
    Location:
    Up$hitCreek
    Rep may be on vacation or whatever. If you do not receive some sort of reply from her by say... Tuesday, please let Casinomeister know. Reps should always reply within a reasonable time frame.

    And as to you having the bonus removed, I don't blame you. Even though you did, I think management should be made aware of the Customer Service goof up and clue their frontline CS in on the basics of RTG wagering requirements. It is so rare as to be extinct for any RTG to offer a bonus with only xBonus WR, that CS should have been able to answer your question correctly.
     
    1 person likes this.
  20. Jun 7, 2015
  21. slottymcslot

    slottymcslot Experienced Member PABaccred2

    Occupation:
    I work
    Location:
    UK
    if it sounds too good to be true, it probably is and in fairness 15x deposit + bonus is still very reasonable in line with the lower end of the wagering scale. I agree tho, CS in general seem to be woefully trained..
     
    1 person likes this.
  22. Jun 14, 2015
  23. bart1981

    bart1981 Quit Gambling

    Occupation:
    manager
    Location:
    Belgium
    very confusing bonusses

    Please wait for a site operator to respond.

    You are now chatting with 'Daron'

    Daron: Welcome to our live chat service. My name is Daron; how may I assist you today?

    bart1981: hi

    bart1981: the 70easyaces code with 15 times playthrough, is it on deposit only?

    Daron: I can certainly check on that.

    Daron: Please hold for 2 minutes while I look into your query.

    Daron: Thank you for holding.

    Daron: 70easyaces is an invalid code.

    bart1981: i got it in my mail today

    Daron: Please check the code again.

    bart1981: Bonus Tip 2: 70% Easy Win Bonus This time we want you to know a little more on of our players’ favorite offers: our 70% Ultra Low Playthrough Match Bonus. What makes this offer so attractive? It has one of the friendliest playthrough requirements of only 15x! You surely don’t see these out there anymore! By claiming this match you won’t have to wait long for your bonus to appear in your Uptown Aces account! Redeem Coupon Code: 70EASYACES

    Daron: Was that sent to you by Uptown Aces casino?

    bart1981: yes

    Daron: We have a code which is EASYACES.

    bart1981: Uptown Aces (info@e.uptownaces.eu)

    Daron: It is a 70% bonus code which requires a minimum deposit of $20.

    Daron: The correct code should have been EASYACES.

    bart1981: then why did i get this mail?

    Daron: The message offered a 70% bonus.

    Daron: 70% on your deposit.

    bart1981: with 15 playthrough on deposit only?

    Daron: Correct

    Daron: It shows as 17 times on my end.

    :confused::confused::confused::confused:



    I sent the rep a message a week ago about this strange bonus offers, she only asked my username.. never heard from her again.. Im wondering what accredited casinos mean these days?
     
  24. Jun 14, 2015
  25. Aaron21873

    Aaron21873 Senior Member MM

    Occupation:
    Technician for an electropolishing company
    Location:
    "Tornado Alley" USA

    I will guess to say that the fact that Deck media group has more casinos than I can accurately count off the top of my head and the fact they use several different Gaming brands throughout their casino's does not help the CSR's. I had opened an account there and after playing there for a couple weeks I noticed the email's they sent had a different user name than what I used.... Upon contacting support they checked and said I had multiple accounts and they would delete the other account from their system. I asked how that happened as I knew I did not open multiple accounts. CS had no ideal how it happened. I looked into it and figured out that Uptown Aces is a Rebranded Desert nights and they had my account from Desert nights in the same system. If I had made it to a withdrawal and lost it because of this I would not have been happy. Both accounts had same email address and exact same personal info yet they never caught it?
     
  26. Jun 14, 2015
  27. Finn

    Finn Senior Member MM

    Occupation:
    Engineer
    Location:
    Finland
    Uptown Aces doesn't seem to be licensed by Belgium's Gaming Commission, but rather like typical Curacao RTG casino, they offer services at pretty much all countries regardless of local laws and gambling commissions, and leave it up to players to follow the law.

    Belgium has pretty harsh laws against playing on websites not licensed by Gaming Commission. The state doesn't even need charge the player in criminal courts, which would be expensive for them and might discourage them from going after low rollers, but the Gaming Commission can impose administrative fines between € 26 and € 25.000 on players. This makes it much more easier and cost efficient, even profitable for the state, to go after low rollers, just like speeding tickets and other fines given for minor violations, can be directly profitable for the state.


    You must register/login in order to see the link.

    RTG casinos tend to not to care about whether gambling on unlicensed sites is illegal in some countries, they are based on jurisdictions where they feel governments of those countries can't come after them, and usually have some term of the player being responsible to follow the laws of their own countries. So playing at unlicensed casinos Belgian can be risky.


    Belgium Fines 79 Players For Playing at Betclic.com
    You must register/login in order to see the link.
     
    1 person likes this.

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