Uptown Aces declined payout due to bet size

Moneymakinmatt21, I have sent you a private message. lease get in contact by replying to that and we'll see what we can do for you.

I actually had this exact problem, remember Ed? I ended up getting some money back but it took a while and the intervention of the CL team.

It is surprising...

Did you bet over $10 in slot or card/table games, before you hit the Jackpot ?

Or, you bet over $10, after you hit the Jackpot ?

I have contacted the casino on behalf of Matt so we'll have to wait and see if your story checks out. They have been good in cases like this before (as per slim's case above) so I am hopeful.

I noted that the general bonus terms say $10 on any bonus:

Quote:

In the interests of fair gaming, there are limits on the maximum bet sizes you can place during the playthrough of any bonus including cashback offers (10 being the maximum unless SPECIFICALLY stated otherwise). Betting above $10 during a bonus playthrough will result in any promotion winnings voided.

While on the same page under the welcome bonus it says $6.50 on any bonus:

Quote:

In the interests of fair gaming, there are limits on the maximum bet sizes you can place during the playthrough of any bonus (6.50 being the maximum unless SPECIFICALLY stated otherwise). If you place any wager of $6.50 or above, the bonus and any winnings thereof will be voided.

So they aren't very consistent. Either way, once again I'm going to whinge about why the casinos don't just have the trivial programming done to enforce these limits in software. If they did that then no-one would ever have to go through this because the casino itself would prevent you from placing a bet over the allowed size. Its a no brainer.

CL-Ed wrote:

While on the same page under the welcome bonus it says $6.50 on any bonus:

So they aren't very consistent. Either way, once again I'm going to whinge about why the casinos don't just have the trivial programming done to enforce these limits in software. If they did that then no-one would ever have to go through this because the casino itself would prevent you from placing a bet over the allowed size. Its a no brainer.

Oh, CL-Ed, yeah, I remember this clause.

And I didn't test it recently, but, I remember as follows regarding UptownAces and Slotocash .

On PC, players can't bet over $6.25 for 25 line slots and $5 for 20 line slots during bonus play.
It is blocked by the system.

But, strangely, on mobile, the max bet size was bigger to $25, $20 with $1 bet per payline...

So, if Moneymakinmatt21 played on PC, he couldn't even have bet over $6.25...

I am not 100% sure, though...

Moneymakinmatt21 wrote:

Coolsongss- i bet $1.20 when the random Jackpot hit on the screen, when i went back to homescreen, it said i still had 1,156 of playthrough. So i went back to same game and started betting above $10 and lost about 900 and won 186, (which should be voided) not the entire 10,000:/. there T&C doesnt specify and you would think if u cant go over $10 they would have it blocked off.

If it is the case, they shouldn't erase the Jackpot winnings, as I think...

As I know, the Jackpot wins go into Withdrawal Cash, even with the bonus active, and this means that you can request the withdrawal request in the [Withdrawal] menu, right away...

Anyway, the Jackpot win is not a part of the bonus play, once it was won, as I remember...

Moneymakinmatt21 wrote:

Barbadosslim93- how did u have to go about it? Ive been emailing them and they have bullshitted me:/. Not responding, even if its like 3500 of the 10000 id be satisfied

I ended up going through this site to mediate. The issue was that I won a bunch of money on a free spins bonus, and then I wagered too high per spin on the playthrough. This either wasn't in the terms or was buried deep in where it was hard to find them. Ed did good work though and I got some money.

Very nice screenshot! I can't wait to see one like that someday. 🙂

I hope that your issue would be resolved for you.
Keep my fingers crossed 🙂

This one is as resolved as I could get with the casino's people. This is what happened:

I contacted a representative of Deckmedia, the company that runs Uptown Aces, and pointed them to this thread. In response they provided evidence that Moneymakinmatt21 had indeed bet over the bet limit in place on bonuses (maximum $10). The evidence was a log of 58 bets made that were all for $20 each ($1160 in wagers total). This violated the terms of the bonus and therefore they stated that the winnings were forfeited.

However none of this was in dispute, as Matt has freely admitted here. What I found most interesting about the logs was that they were timestamped and showed that all the bets were made within a 3 minute period. The casino did not confirm or deny whether these bets were made before or after the big win, but seeing as the short time period and total amount of wagers reconciles with Matt's story I am inclined to believe him that it happened exactly as he said - i.e. in a hurry to finish off the wagering after such a huge win.

In fact in this series of $1160 of wagers Matt only won back $457 for a short term RTP of 39%. It seems to me that he actually did the casino a favour in this case because if he had played it out at the same sized $1.20 bets, reducing variance, and lets say achieving a conservative 80% RTP, he would have won back $928 and the casino would be $471 worse off.

In addition, if as I suspect these bets did take place after the big win it is clear that this was not an attempt at "bonus abuse" or advantage play whatever the casino wants to call it. I do not think that the casino is doing enough to stop this from happening, seeing as they do not enforce these rules in software to prevent anyone from accidentally breaking them. They blame that on RTG, their software provider. But I have been hearing that for years and frankly the buck has to stop somewhere. If RTG's licensees demanded this of them I am sure they would do what is presumably a trivial piece of programming.

Anyway I raised all of this with them and they decided to give Matt $2500 in compensation. While I am disappointed as it was not the full amount that I had hoped they would pay, I am at least grateful that he got something. It must be acknowledged that the casino was within its rights to enforce its terms, no matter if we disagree with them on ethical or moral grounds.

Let that be a lesson people: ALWAYS check the terms you are agreeing to when claiming a bonus. If you don't like the terms, don't claim the bonus.

CL-Ed wrote:

However none of this was in dispute, as Matt has freely admitted here. What I found most interesting about the logs was that they were time stamped and showed that all the bets were made within a 3 minute period.

Yeah, he just wanted to finish the wagering requirement as quickly as possible.
I would do the same probably.

CL-Ed wrote:

In fact in this series of $1160 of wagers Matt only won back $457 for a short term RTP of 39%. It seems to me that he actually did the casino a favour in this case because if he had played it out at the same sized $1.20 bets, reducing variance, and lets say achieving a conservative 80% RTP, he would have won back $928 and the casino would be $471 worse off.

Oh, yeah, he just lost some of the winnings. Very good point !!!

CL-Ed wrote:

I do not think that the casino is doing enough to stop this from happening, seeing as they do not enforce these rules in software to prevent anyone from accidentally breaking them. They blame that on RTG, their software provider. But I have been hearing that for years and frankly the buck has to stop somewhere. If RTG's licensees demanded this of them I am sure they would do what is presumably a trivial piece of programming.

Probably, the bet limit is not set on Mobile for RTG software. I think that they just didn't do it, or they might set it up to $1 per payline to induce players into Mobile play. Anyway, considering that some casinos put in place the bet limit measures to prevent this kind things, RTG casinos are not at all doing enough for players, surely.

CL-Ed wrote:

Anyway I raised all of this with them and they decided to give Matt $2500 in compensation.

So, they just decided to pay one full installment of $2500.
It is not good for Moneymakinmatt21.

I really appreciate CL-Ed's effort for the CL members and other players.
Great !!!

Although it's not the full amount, it is definitely better than just giving back deposit so that's a great thing CL-Ed achieved.

Yeah in ideal word they should make a compromise and pay the man the full amount but probably without Ed's interference Matt would of get nothing so it's still a bonus payout for him I guess, what amaze me is their lack of response at his messages...anyway like the others said great job Ed, tap-tap on the back,surely ever player would appreciate such assistance, hopefully most of them wont need it though.

Had similar problem with Uptown Aces...

I used a promotion at Uptown Aces. I bet $7.50 or less until I hit a "jackpot" of $12,484.25.
I continued to play approximately another 350 "pulls" at $7.50 or less. At which I bet $15 - let's
face it, odds are not in players favor and was doing the casino a favor by betting a larger amount.
I tried to make a withdrawal today (06/21/2018) and was informed that ALL my winnings had been taken -
my balance set to original deposit amount of $240.

The terms of the promotion are ambiguous - they state that, in the interests of fair gaming, bets above $10.00
will nullify winnings. They do not state that winning prior to a bet made above $10 will be removed.

If fair gaming is the true concern, they need to protect us as well and put a limit on bet amount that corresponds to the active promotion.
It happen to be a software developer and, not to oversimplify, but it would be as easy as them putting a few conditions that determine
bet amount - they do this when they offer offer you no deposit, free spins on some game, correct?

Currently, I do not believe "fair gaming" is their true interest.

A fair resolution is to have my balance set to the amount it was before I made my first bet above $10.

pjmeck wrote:

If fair gaming is the true concern, they need to protect us as well and put a limit on bet amount that corresponds to the active promotion.

Bingo.

Thanks CL_Ed. Any advice or anything you think you can do to help me recover what is rightfully mine?
Thanks again.

I've seen casinos claim that after hitting a big jackpot with bonus playthrough remaining, they don't want to see "advantage betting" in terms of betting small to get through the rest of the playthrough and keep those winnings. Betting high is quite the opposite. But yeah, they often use the $10 max bet rule as a technicality.

I've also seen weird stipulations in certain TOS that the your bet can't exceed 10% of your deposit or other nonsense, which is even more confusing.

To me the biggest BS about them not paying out the full progressive jackpot is the fact of how much other player's playthrough seeded that jackpot to that level. Where is all that money going? Right in the casino's pocket. They should at least seed another game's jackpot with the remaining jackpot amount to be fair about it, like any land-based casino is legally required to do.