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- Hey guys, I'm not sure it's a problem, but I think I might need help if this is unfair. It's regarding Uptownaces casino. I have had nothing but good times and much success with them In fact this is first time complaint.
I recently won $850 after fees, and it was sent via courier. Well! to my surprise y bank won't take the check, I tried to deposit it and they will not except it. I went to several check cashing places and no one will take it. think it's because when they ask, I have to tell them it's a sweepstakes I won and there's the fact that it's a Canadian check. I ave tried everything, and because my bank knows me, thy insist I not deposit it into my account.
I contacted the casino by phone to let them know I'm having difficulty. They asked me to scan the check to them which I did as instructed. So I had to wait 24-48 hrs on a solution. I never got a response, so I went to live chat VIP department yesterday and this is what I got.
Dear customer, your opinion is important to us. Please fill out a short survey at the end of the conversation by clicking on the ‘close’ button.
Please wait for a site operator to respond.
You are now chatting with 'A'Shante'
A'Shante: Welcome to our live chat service. My name is A'Shante; how may I assist you today?
A'Shante: Hello. How may I assist you today?
you: I'm good ty. I recently had a withdrawal
you: I got the check just fine, but hadn't been able to deposit or cash it.
A'Shante: I will be more than happy to assist with your query.
A'Shante: Please provide your username and your email address so that I can better assist you.
you: was instructed b the VIP department to scan a copy of it and did and haven't heard anything
A'Shante: Please confirm the casino you are playing with.
you: They were gonna let me know about an alternative
A'Shante: Thank you.
A'Shante: Can you please hold while I look into your query?
you: If they could just stop payment on it, and maybe send the funds via western union
A'Shante: Thank you for your patience. You will now be transferred to Kerrie in the VIP department. Have a pleasant day.
Please wait while I transfer the chat to 'Kerrie '.
You are now chatting with 'Kerrie '
you: ok tyvm
Kerrie : Hello Christine.
Kerrie : Thank you for contacting us at our VIP Support Centre.
you: I sure
you: was wondering what's the status of me not being able to do anything with payout check
you: I thought maybe they could just stop payment on it, and maybe send the funds via western union
Kerrie : Have you tried cashing the check at another bank?
Kerrie : We have put a stop payment on the check however, this costs $250.00.
you: That's crazy!
Kerrie : Also you have the option of returning the check via our courier service.
you: I've already paid to get it here, and now another $250? I'm losding most of what I won
Kerrie : An email was sent on the 22-02-16 advising of all the options.
you: How long will it take if return t via courier?
you: I never go an email with these details?
you: This is email I got
you: Dear Christine, Thank you for providing a copy of the check. Your account has been forwarded to the payments department for review. You will be advised on the alternative within 24-48 hours. Please accept our apologies for the inconvenience. Should you require further information or assistance, feel free to contact us via phone, e-mail or chat with us.
Kerrie : A time frame cannot be given at this time.
Kerrie : I will alert the payment team that you would like to return the check to us.
Kerrie : A UPS label will be sent via email.
you: Okay I appreciate it very much
Kerrie : You're welcome.
Kerrie : May I assist you with anything else today?
you: No, thanks so much. Have a good day
Kerrie : You're welcome.
Kerrie : Please tell us what you think about this chat!
Kerrie : Click on “close chat” button to take a short survey. Thanks for chatting and have a nice day!
Chat session has been terminated by the site operator.
© 2016 Microsoft Terms Privacy & cookies Developers English (United States)
Today I got this email: Dear Christine,
Thank you for sending your email and for your patience.
A check of your account shows that an email was sent to you with the return label needed to send back the check. Also, there was a fee of $250.00 charged by the issuing bank of the check to place a stop payment.
Once you have the return label in hand please proceed to return the check in question to us. When we are in receipt of the check the funds will be placed on your account so a payout can be entered.
Should you have any questions or need any assistance do not hesitate to let us know.
Uptown Aces Casino Support
My problem is this, I told them yesterday not to stop payment, I'll send the check back. It seems they're trying to charge me a whooping $250 for this service I told them I didn't want. I still haven't gotten the UPS label yet either. I will gladly send the check back there's nothing i can do with it.
But! I need the label to get it back to them and i don't think I need to pay whomever another $250. I have gotten checks before and never had a problem.
casino Id = cleexx
- Hi Buggars,
the rep got back to me and said the following:
"the customer should have received a UPS label and instructions how to return the check back to us. I sent her another Email today though in case she did not receive it the first time. When we receive the check back we will be able to process her pay out via another method. No charge of $250 was initiated, the VIP host was mistaken."
- Replied by
- at March 02, 2016, 11:51:27
- last active 1 day ago
Thank you for the continued patronage and please accept our sincere apologies for the miscommunication.
Kindly note that for returning the check there is no fee. In addition the UPS label is not sent to you by courier but was sent as an attachment to you per Email. You would have to print it out an follow the instructions from your Email. Could you kindly confirm your Email with our support team in case you didn’t receive our messages. Once again please accept our apologies for the misunderstanding we await that you sent the check back to us so we can re-process your pay out via another alternative pay out method. Your understanding and patience are highly appreciated.
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