Ace of Casino - Player faces withdrawal barriers.

Signed up from an add on Facebook. Received a welcome bonus and even made a deposit if $10 fir an additional bonus. Play was fun and I needed up after about 30min of play winning a couple large amounts. I went to cash out some of my winnings and received a pop up saying another deposit of $58 would be required to secure a deposit connection. This makes no sense as I had also already made a deposit to them. I would like to withdraw what I have fairly won or if they are a scam I want my deposit I gave them back. Customer service always says they are not on duty and emails have not been returned.

Dear Rooomeover22,

Thank you very much for submitting this complaint. I'm sorry to hear about your issue.

Could you please give me the exact link to the casino website this complaint is about? Is it https://www.aceonlinecasino.co.uk/?

Would it also be possible for you to send me the screenshot with the request for an additional deposit in a higher resolution, please?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Thank you for your quick response! This is the link, https://www.aceofcasino.com/?fbclid=IwAR235QENClMIL9PKeBKmqxIjHOlnVVIyYJUsre8PX65jJ56p3FzrMxw8rB8_aem_AfFeTwgm99hT-HJMKQuTHoxrjjQ2Jw7iXrGqXDm0-JyxzvtUhzpmqDRzQMAUkRYPrLvX68YXZ_n9b4SoBg_PlchF#/

and I will attach a better file of the payout order. To my surprise I did receive a response from them however they are still demanding a payment be made. This makes no sense as it says it’s fir verification purposes but I have already completed a purchase with them. The payout would go ti my PayPal which was not used to make my coin purchase so there is no explanation as to what verification is for. In the email sent they claim ti be a legit casino, so there should be no issue with them paying out a legit win to one of their players. I even asked them to send a check if it couldn’t be processed online. Let me know if you would like me to send you the emails I received from them as well. Thank you so much for your help.

Thank you for providing me with the link. We do not have this casino in our database yet, but I have forwarded an urgent request for a review to our Data Department. I would definitely recommend you wait before you make any subsequent deposits into that casino. If you would like to learn more about how to choose a safe online casino to play in, you may check our article here.

Meanwhile, please send me any relevant communication between you and the casino regarding their request for a deposit. My email address is veronika.l@casino.guru. Thank you.

Veronica, I tried again to no avail to get them to allow me to withdraw funds. I will attach screenshots of the conversation.

You mentioned that you already made one deposit of $10. Which payment method did you use?

I used a bank debit card for my deposit.

i have a few more screen shots if my account and an e-mail conversation for your review. Right on the withdrawal page it states I have brought my required play through bet amount to $0 so I can withdraw my full amount. Please let me know if you need anything else. Thank you so much for your help.

After conducting a review of Ace of Casino, we discovered that this casino bears a striking resemblance to Gamblemax Casino. Additionally, we received numerous complaints from players who were unable to withdraw their winnings. The complaints can be viewed at https://casino.guru/gamblemax-casino-review#tab=js-tab-reputation.

We strongly advise against depositing any more money into Ace of Casino. From our perspective, it appears to be a fraudulent casino. The request for a verification deposit of $58 is excessive and highly suspicious. The decision of whether to risk depositing more money is ultimately up to you, but we do not recommend it in any way.

Is that it? I was thinking you would help me get resolution or at least my money back. Is there anything I can do?

Thank you very much, Rooomeover22, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will contact the casino representative and be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you as well! Peter, any help you can provide would be appreciated. I hear you can move mountains and this one is huge! Let’s see if you can get them to pay up. They should considering I have fulfilled the play through, it even states that on one of the screenshots I sent. I can verify myself for them no problem, and it shouldn’t be that they need to verify using payment. Especially when the payout option doesn’t even have that as an option to be sent to. Only bank, bitcoin, or PayPal. Looking forward to hearing from you.

Hello there,

Thank you Rooomeover22 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Ace of Casino for their help in resolving this complaint. We would like to know what what can we do to help the player receive their winnings.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Yeah, I really don’t think they care. Oh well, lose some and lose some more. Thanks for your help but alot of times the bad guys win.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. The casino is supposedly licensed by the Antillephone N.V. but we're unable to verify that.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter