Ace of Casino - Player’s winnings haven’t been received yet.

All cash out requests will be completed within 5 to 30 minutes. Yet I'm waiting more than hours support does not respond to me at all they took my 58 bit coin in 2 mins yet i have to wait hours for a bitcoin withdraw i want what i won tbh

Dear kappa2anon,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

yeah i didnt screen shot our convo well i even asked them before i deposited any money do i have to bet like 3x the bouns they said no once i deposit 58 dollars into the shit it will act as a kyc for the website when i did then the website told me i have play at least 3 or 2 k to even withdraw got so lucky and won enough to do so now my request is pending so far and support wont even respond to me anymore since i paid the 58$ i know the 2k going to my bank will take 7-14 days but bitcoin should be way faster and even approved at this point

Dear kappa2anon,

Have you received your withdrawal from the casino yet?

no not at all

Thank you for your reply, kappa2anon. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

No this is the first and the deposit acted bc s a Kys and I deposited the bitcoin also the site isn’t there anymore I’ve seen the logs on the hit account they moved over 100k to a difference account

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

i dont have any didnt screenshot our convos but he casino website inst there anymore

Thank you very much, kappa2anon, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi kappa2anon,

I've just reviewed your case and will try to help you by contacting the casino. We'll see what can be done if they reply, though there's no certainty that there will be any reaction as their website has been down.

Dear Ace of Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what is the current status of the player's withdrawal request and when they can expect them to be processed from your side?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

I think they just took the money and ran tbh I’ve been looking at there but wallet

oh mi yeah i think that fake casino robbed and left tbh

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.

Dear kappa2anon,

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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

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,

Natalia