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 [email protected] 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 [email protected] 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

 

[gagamel]

Issue resolved

Emailed Paul today and he solved the issue within 15 minutes. My WR are now 10x D+B.

Thank you very much Paul.

And a big, big thank you to Laurie :notworthy and all the guys and girls here who helped me

 

[LaurieJim]

Emailed Paul today and he solved the issue within 15 minutes. My WR are now 10x D+B.

Thank you very much Paul.

And a big, big thank you to Laurie :notworthy and all the guys and girls here who helped me

This is great news , knew Paul could do it he is every affiliates dream , Deckmedia is lucky to have him on board


Laurie

 

[maphesto]

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

Aren't accredited casinos supposed to have in house support? So, is it Deckmedia or JPC who have it outsourced?

 

[KasinoKing]

Emailed Paul today and he solved the issue within 15 minutes. My WR are now 10x D+B.
Thank you very much Paul.

And a big, big thank you to Laurie :notworthy and all the guys and girls here who helped me

I also e-mailed Paul earlier today to point him to this thread.
Glad that this has now been resolved satisfactorily!

KK

 

[LaurieJim]

Aren't accredited casinos supposed to have in house support? So, is it Deckmedia or JPC who have it outsourced?

I really do not know which casino is outsourced as they are based in what I think is Canada , could not get the C/S call center rep to give exact locale but with a few questions asked she kinda gave it away.

They support JPC Groups as well as Uptown Aces and Sloto and maybe a few more , I also questioned this to the agent and she said it had always been that way , well being a long time player at JPC , last year or so I noticed the music changed , I think they had the Who song playing as a back ground , kinda got me thinking , you re not talking to anyone but a call screener !

Laurie

 

[gagamel]

To receive an answer from the accredited rep here is fine, 30 hours after the issue is solved.

But this answer is just a joke:

HI there,

I see this matter has already been resolved by the crediting of GAGAMEL75 (10x ) playthrough on your deposit of $50.

Kind regards,
Georgina

My username is not GAGAMEL75 and my deposit was not 50$.

 

[bigjohn]

To receive an answer from the accredited rep here is fine, 30 hours after the issue is solved.

But this answer is just a joke:

HI there,

I see this matter has already been resolved by the crediting of GAGAMEL75 (10x ) playthrough on your deposit of $50.

Kind regards,
Georgina

My username is not GAGAMEL75 and my deposit was not 50$.

Sheez, they used to be so good. WTH happened, downsizing, outsourcing support, cutting corners, nobody knows what the other hand is doing etc...

You best keep that 'Paul' e-mail address handy, there are way too many issues that are lying around for too long with these groups.

Anyways, glad you got it resolved!

 

[gagamel]

Sheez, they used to be so good. WTH happened, downsizing, outsourcing support, cutting corners, nobody knows what the other hand is doing etc...

You best keep that 'Paul' e-mail address handy, there are way too many issues that are lying around for too long with these groups.

Anyways, glad you got it resolved!

After this horrortrip I will never play this casino again, and I really have to say that the rep here is not very helpful.

She contacted the forum yesterday but didn`t read this thread. And today this answer, LOL.

Cheers

 

[Googobucs]

Sheez, they used to be so good. WTH happened, downsizing, outsourcing support, cutting corners, nobody knows what the other hand is doing etc...

You best keep that 'Paul' e-mail address handy, there are way too many issues that are lying around for too long with these groups.

Anyways, glad you got it resolved!

I used to play at almost all the Deck Media casinos about a year ago when I fist came to CM. The rep was great, support was great and payments were quick.

Around the first of the year everything went in the toilet. Support could not handle the simplest thing. I was constantly PMing the rep for stupid stuff and payments started taking too long.
I started to back off playing some and then the phone calls started offering me bonuses to deposit. At that point I told them never to call me again and I never went back.

Maybe some day they will get their act together again. it was disappointing for me because they offer a variety of platforms to play and it was the first place I played at outside of my normal comfort zone.

 

[zanzibar]

I'll tell you what happened. The clue is in their T&Cs:

5. These interactive gambling services are not made available to persons who are physically present in one of the following states or countries: New York, Kentucky, Washington State, Maryland, New Jersey, Louisiana and Missouri. Moldova and Israel. If you are physically present in one of the mentioned, you are not permitted to use the interactive gambling services or view any advertisements relating to the interactive gambling services.

Moldova - odd right? Since they set up shop with many of their staff in Moldova their standards have slipped considerably.

 

[wobble33]

guys

I am still getting e mails off this group with bonus offers. and the uk is banned from bonuses e mails keep saying just x10 wr to clear them too

 

[Sloto]

Issues / Contact

Hi there,

Guys, we have had some issues with our rep account access but now its all fixed.

We will make sure any upcoming issues be resolved quickly. I invite you to kindly PM us when you have an issue to be resolved more efficiently.

Thanks for your understanding.

Best regards,
Ms. Sloto