The player from the US had won over $25,000 after a $59 deposit. Upon her inquiry about withdrawal with live chat, her access to the website had been terminated and the winnings were never paid out. The Complaints Team had attempted to gather more information from the player to understand the situation, but the player did not respond to the team's inquiries. Due to the lack of response from the player, we had been unable to proceed with the investigation or offer potential solutions.
Ace of Casino - Player's access blocked after a large win.
Amount: $25,000
Ace of Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
1.5
Ace of Casino has a Safety Index of 1.5, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
8 months ago
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9 months ago
I paid the $59 deposit and off that money I won over $25,000. I asked live chat when my money was going to be deposited and I got blocked from the website. They never paid out my winnings.
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9 months ago
Dear amyvandrews79,
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.
- Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully?
- Which games you’ve been playing (live casino games, slots, or sports betting)?
- Were your winnings accumulated with or without an active bonus, please?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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9 months ago
Dear amyvandrews79,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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8 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
