Uptown Aces Casino Complaint – Resolved

On January 1st, 2023, we received a payout complaint from a player at Uptown Aces Casino. As we are always cautious about casino scam complaints, particularly when they involve casinos listed on our Trusted Online Casinos pages, we took this matter seriously.

The complainant, “Craig,” emailed us, accusing Uptown Aces Casino of demanding a picture of his face holding his ID, despite his account being verified. Craig stated, “I have sent my ID to Uptown Aces 4 or 5 times.” While such a request from a casino is not unusual, even for previously verified players, we sought clarification.

Upon contacting a support representative from Uptown Aces Casino, we learned that the images Craig had submitted were not clear enough. The support team required a better-quality photo to proceed with the payout. The response from Uptown Aces support was as follows:

“The payments team have informed me they still require a valid photo of the player holding their ID before they can release the payout. Please send this document at your earliest convenience. Please try to use a high-quality camera, ensure that nothing is cropped, and that the information is clearly visible. Once received and deemed valid they can finish the cashout process.”

We relayed this information to Craig, informing him of the casino’s request for a clearer image. However, Craig then claimed that he had sent the required image over 20 times, contradicting his initial statement of 4 or 5 submissions.

At this point, Craig refused to send any more images, alleging elderly abuse. Unfortunately, without a clearer image as requested by the casino, there was nothing further we could do to assist. As a result, we have deemed the complaint resolved from our end.

Here is the original complaint from Craig:

“On October 26th, I received an email from Uptown Aces saying that I was verified, and my account was updated and good to withdraw. Not 6 weeks later, I requested a withdrawal for $500, to which they replied that I was not verified and needed a picture of me holding my ID. I included the picture of me holding my ID with the original verification effort, which again was approved on October 26th. I have sent it in 4 or 5 times subsequent to that to try to satisfy them, but they just will not accept it, nor will they pay me.”

While we strive to mediate and resolve complaints fairly, compliance with the casino’s verification process is essential. We regret that we could not assist Craig further without the required documentation.