Resolved Uptown Aces, what would you do?

[gagamel]

Hi

I received yesterday an email from uptown aces with some wonderful bonus offers.

Ok, I opened the casino and there was a nice bonus offer, the SKYLINE bonus.75% bonus with 10X WR D+B when you deposit a max. of 49$.

Well, let`s give RTG a shot. I made a deposit of 49$ via Neteller and then I had a total of 85.75$ in my account.

Unfortunately the WR were 30X, which means 2572.50$ .

I contaced the CS and after 3 sessions they told me that my WR are 10x. So far so good.

My problem now is, that my playthrough is still 2572.50$, CS told me they are not able to change it.

What shall I do now?

I contacted the rep here but she wasn`t online for weeks.

Is it wise to play or should I wait until, yes until what?

Every advice is much obliged.

Thank you

 

[bigjohn]

Hi

I received yesterday an email from uptown aces with some wonderful bonus offers.

Ok, I opened the casino and there was a nice bonus offer, the SKYLINE bonus.75% bonus with 10X WR D+B when you deposit a max. of 49$.

Well, let`s give RTG a shot. I made a deposit of 49$ via Neteller and then I had a total of 85.75$ in my account.

Unfortunately the WR were 30X, which means 2572.50$ .

I contaced the CS and after 3 sessions they told me that my WR are 10x. So far so good.

My problem now is, that my playthrough is still 2572.50$, CS told me they are not able to change it.

What shall I do now?

I contacted the rep here but she wasn`t online for weeks.

Is it wise to play or should I wait until, yes until what?

Every advice is much obliged.

Thank you

If you can I think you should wait till Monday and express to them that this must be rectified. I feel like once you start playing you have, in effect, accepted the offer.

Sit on this one and play at one of your familiar places for now but keep any chats or emails you have.

 

[cpdnd31]

I would ask live chat to have a casino manager call you. Then you can discuss your options. Maybe if they can not change it - they can do a if you lose off it bonus after? If not and you are really upset PAB. But first ask live chat for a casino manager and document it all just in case.

 

[Borgie]

Hi
I
I contacted the rep here but she wasn`t online for weeks.

Hi

Just as an aside
If the rep hasn't been on for weeks you need to report this to a mod .

 

[Jasminebed]

Reps receive an email when a private message is sent. Some dont visit the forum unless someone is seeking their help.

 

[chuchu59]

Contact them when you reach $878 playthrough. If you are able to have a cashout amount ask them to process your winnings. They might not be able to rectif te existing playthrough amount as its an RTG thing. However, they can process any amount to the e-wallet of your choice.

 

[suzecat]

Hi

I received yesterday an email from uptown aces with some wonderful bonus offers.

Ok, I opened the casino and there was a nice bonus offer, the SKYLINE bonus.75% bonus with 10X WR D+B when you deposit a max. of 49$.

Well, let`s give RTG a shot. I made a deposit of 49$ via Neteller and then I had a total of 85.75$ in my account.

Unfortunately the WR were 30X, which means 2572.50$ .

I contaced the CS and after 3 sessions they told me that my WR are 10x. So far so good.

My problem now is, that my playthrough is still 2572.50$, CS told me they are not able to change it.

What shall I do now?

I contacted the rep here but she wasn`t online for weeks.

Is it wise to play or should I wait until, yes until what?

Every advice is much obliged.

Thank you

The rep, TawniVirtualAce, was just online on Oct. 2nd. Maybe PM her and seek her assistance?

 

[gagamel]

The rep, TawniVirtualAce, was just online on Oct. 2nd. Maybe PM her and seek her assistance?

Hi

Uptown Aces Casino is not VirtualAce. Its the sister casino of Desert Nights (Deckmedia).

 

[gagamel]

Thank you so much for all your good advices.:notworthy

I will wait until tomorrow or tuesday and if I hear nothing from them I try to contact a casino manager.

Maybe the rep here will come in, I will be patient.

I have to say that the CS was excellent and I don`t have a problem with this casino.

But I have no experience with RTG casinos so I asked for your advice.

I will let you know about any news.

Thank you

Cheers

gagamel

 

[petro]

I contaced the CS and after 3 sessions they told me that my WR are 10x.

By any chance do you have screenshots of your chat logs?
If you don't I would advise to take screenshots in the future to avoid these situations.
Another good idea is to use email.

 

[gagamel]

By any chance do you have screenshots of your chat logs?
If you don't I would advise to take screenshots in the future to avoid these situations.

I saved all chat logs. Not as screenies but as word files.

 

[suzecat]

Hi

Uptown Aces Casino is not VirtualAce. Its the sister casino of Desert Nights (Deckmedia).

Hi gagamel,


What is the name of the rep you contacted for help?

 

[gagamel]

Hi gagamel,


What is the name of the rep you contacted for help?

Hi Suze

I contacted Sloto

 

[gagamel]

Asked CS 10 minutes ago what my WR are?

They told me 30x my D+B.

Well, I wait and will not play there until this issue is solved.

 

[gagamel]

Just to make it clear, this is the message I received:

You do not have permission to view link Log in or register now.

 

[gagamel]

And that`s what I have now:

You do not have permission to view link Log in or register now.

 

[cheetahwind]

I really don't mean to sound like I've have an agenda with Sloto.

Yet I have already reported to Max that the Sloto rep just isn't as active as once noted. It took almost 3 weeks to get a reply to one of my messages. Then I replied shortly there after and so far they haven't even made an effort to come see my rather positive reply about them.

So my honest guess is try e-mailing support, yet try the vip@uptownaces.eu e-mail address. General support won't get your much further honestly. If that doesn't get you very far, seeing how the Ms Slotto can't get anyone to answer much faster than once a month. I would probably PAB pretty quickly.

Maybe if they get enough PABs something will be done about this lack of care for this forum lately.

 

[chayton]

Gagamel, I think you're smart to wait for the rep to confirm the wagering before making even one spin.

If the rep tells you that your wagering can be adjusted once you cash out that's cool - but really, they SHOULD be able to remove the bonus with the wrong wagering and put it in correctly. Not saying that live chat can do it, but someone in management definitely should be able to.

 

[gagamel]

One more time

thank you all for your good advices.:notworthy

As I said I will wait. If I hear nothing from the rep here until wednesday morning I will take another step, maybe a PAB.

But I hope that the casino will contact me soon.

Thank you very much and I keep you updated.

 

[gagamel]

I really don't mean to sound like I've have an agenda with Sloto.

Yet I have already reported to Max that the Sloto rep just isn't as active as once noted. It took almost 3 weeks to get a reply to one of my messages. Then I replied shortly there after and so far they haven't even made an effort to come see my rather positive reply about them.

So my honest guess is try e-mailing support, yet try the vip@uptownaces.eu e-mail address. General support won't get your much further honestly. If that doesn't get you very far, seeing how the Ms Slotto can't get anyone to answer much faster than once a month. I would probably PAB pretty quickly.

Maybe if they get enough PABs something will be done about this lack of care for this forum lately.

Thank you very much for the mail adress.

Should be very helpful.

 

[gagamel]

Gagamel, I think you're smart to wait for the rep to confirm the wagering before making even one spin.

If the rep tells you that your wagering can be adjusted once you cash out that's cool - but really, they SHOULD be able to remove the bonus with the wrong wagering and put it in correctly. Not saying that live chat can do it, but someone in management definitely should be able to.

I hope that monday I have a good answer to my issue.

It`s sunday now and the issue started at saturday. No worries, BUT if there is no solution until wednesday I will proudly take the CM help if possible.

 

[gagamel]

Next chat with CS.

They forwarded my case to the relevant department and I will be informed about the outcome within 24 hours.

Well, let`s see

Seems like my deposit will last forever

 

[gagamel]

Please have a look and tell me what has changed

I know, the casino told me that my issue is forwarded. But they also told me saturday that I can play my bonus with 10 WR.

Sunday it was 30X WR. Today I have to wait for another 24 hours. OK I wait.

By the way, no rep is here since the 16th of September.

You do not have permission to view link Log in or register now.

 

[Googobucs]

Stick to your guns and don't play until they get this corrected. The rep may be on vacation. I hope they will honor what they sent to you originally.

I quit playing at all Deck Media casino's some time ago. I've been getting a lot of spam from them recently and was wondering if they had gotten their act together. I guess not.

 

[LaurieJim]

The C/S reps are the same ones that take care of JPC groups casinos and others and prolly don't know squat except for whats on their screen , who did you sign up your account with " your affiliate " , they could be a big help to you , they could get in touch with Paul D**** and he could get to the bottom of this. I have his email if you want it , just pm me

Laurie