Ace Game Casino - Player claims that payment has been delayed.

Complaint Title

ACE Games has withheld my withdrawals and repeatedly changed the withdrawal conditions

Casino Name

ACE Games (aceooq.com)

Amount in Dispute

ARS 500,000

Date of Incident

July 19, 2026

Complaint

Dear Casino Guru Team,

I am requesting your assistance regarding a dispute with ACE Games concerning unpaid withdrawals totaling ARS 500,000.

On July 19, 2026, at approximately 10:30 PM (Argentina time), I requested seven withdrawals of ARS 100,000 each, totaling ARS 700,000.

The casino processed only two withdrawals, for a total of ARS 200,000. The remaining ARS 500,000 has not been paid.

After contacting customer support, I was told to wait 48 hours because the withdrawals were supposedly being processed.

When no payment was received after the waiting period, customer support instructed me to cancel all pending ARS 100,000 withdrawals and submit new withdrawal requests for ARS 50,000 each. I followed these instructions exactly.

After another 48 hours without receiving any payment, customer support again instructed me to cancel those withdrawals and split them into ARS 25,000 withdrawals. Once again, I fully complied.

Despite following every instruction given by the casino, I still have ARS 500,000 pending.

Throughout this process, the casino has repeatedly changed the conditions of my withdrawals instead of processing them. Their explanations have included payment gateway issues and failed withdrawal attempts, but they have never provided any proof, a processing deadline, or a clear explanation.

The funds I am trying to withdraw consist primarily of my own deposited money, not only gambling winnings.

I have attached evidence including:

Screenshots of my deposits.

Screenshots of my withdrawal requests.

Proof of the two withdrawals that were successfully paid.

Screenshots of my pending withdrawals.

Complete conversations with customer support showing that I repeatedly followed their instructions to cancel and recreate my withdrawals.

I have acted in good faith, complied with every request made by the casino, and have waited patiently for several days without receiving my funds.

I respectfully request Casino Guru to contact ACE Games, investigate this matter, and assist me in recovering my remaining ARS 500,000.

Thank you very much for your time and assistance.

Kind regards,

[redacted]

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Dear Adolfo34,

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

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Adolfo34,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Jean