Ace of Casino - Player’s winnings have been withheld by the casino.

I won over $400,000.00 but they won't pay or let me play anymore. I have had several conversations with them but not for the last couple of months and when I did all they wanted to talk about was me depositing more money.

Dear jrobertson081566,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Ace of Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Have you made any successful withdrawals from this casino before?

Have you passed the full KYC verification?

When was the last time you communicated with customer support?

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.

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

Well it's been over a week don't know the exact date because I'm not able to see my previous conversations and no I have not been able to withdraw any money. I am not sure what kyc is but person on chat tells me that I have to give them $58.00 to verify my account before I can withdraw anything. I saved a few screenshots and I will upload them here

Thank you very much, jrobertson081566, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will 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.

Hello there,

Thank you jrobertson081566 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 is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

They (if anything at all) are going to say they want $58 more dollars to verify my account. I made a deposit already and they took it, that should have verified it.

Seems this site no longer exists. Trying to log in and nothing there

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.

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