ACE Casino - Player’s struggling to withdraw their winnings.

I registered with a promo code! and got 2 tickets to a poker tournament. I won one of the tournaments and took 1st place. I got 1200 $ and the casino doesn't pay me! There were no violations in the account!

Dear Ihor,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you completed the account verification successfully in the past? Have you withdrawn any winnings from this casino prior to your tournament winnings? If there’s any relevant communication between you and the casino, please forward it to petronela.k@casino.guru.

I understand that it might seem like a lot of inquiries, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

my account has been successfully verified by KYC. not. Before that, I did not withdraw money. this is my first withdrawal request. support sent me a message by mail. My account has been successfully verified and is ready to withdraw funds. But the finance department denies my withdrawal request. I have saved this message and can send it at any time

Thank you very much Ihor for providing all the necessary information. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I will try to contact the casino and let them know about your problem and to find out why are they refusing to pay out your winnings.

The casino answered me and promised to withdraw the money. After 10 hours they made a transfer, but ... it was unsuccessful. I can't contact them, they are not online as always.I wrote to support the Exodus wallet and was told. Translation error on the part of the casino

We have received the following e-mail from the player:

"Hello! please close the complaint. The problem with the casino has been resolved and I have withdrawn the money."

Thank you for letting us know that your problem was solved. Please do not hesitate to contact us in the future if you come across any troubles, we will gladly help.

Best regards,

Nick

Casino.guru