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I tried making a withdrawal. It took over a month and a half for them to send me a check for my winnings. I went to my bank put half of it in my bank account and the other half I had in cash. About two weeks later the bank is calling me and telling me that it was a bad check. I have tried reaching out to them emails live chats phone calls nobody will get back to me I am now in the whole that eight hundred and some dollars and looking at court case against me because I cannot pay the money back I lost my job due to covid. I have two children I am trying to provide for I cannot go to jail for this they need to be held accountable what can I do?

Dear Brooke,

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. Have you received any payments previously from this casino? Have you tried to communicate this issue with casino? 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

I've tried contacting them on three different occasions. With no replies. No this is the first pay out I've gotten from them.

Thank you very much, Brooke, for your reply. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you

Dear Brooke.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

We would like to ask the Royal Ace 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’.

Hey all,

It's not a bad check Brooke, as it says on the accompanying documentation the check is for deposit only. It is an international check which needs to be deposited in your bank account then cleared by the issuing bank. It isn't immediately available as cash.

If the check has been returned to you without being cancelled I would suggest depositing it into your bank and waiting the requisite time for the check to clear.

Best,

Nick and Royal Ace

Brooke, please, could you react?

I did deposit and it was returned to me. Now my bank account is closed

And now the check is void because it's past 90 days. Check was dated 09-04-2020

Hey Brooke,

Sounds very unusual to me, the check was voided by the bank? Is there any written documentation from the bank regarding it?

This would require some follow up but if there is an error on our part we will do our best to make it right of course, however the only time I've ever in all my years seen anything like this is when a player didn't follow the instructions provided. As I said, the check was good.

If you have follow-up documentation please submit it to Jozef via email so he can forward it to me or I can have a member of my team reach out to you via email toward the same goal.

Look forward to hearing from you.

Best wishes,

Nick and Royal Ace

Nick I'd prefer you stick with me on this. I always get passed around and eventually lost. It says right on your check, I can take a picture if you'd like, void after 90 days. The check was dated 09/04/2020.so if one does their math correct.... The check is no good. I did follow your instructions that's why I'm not very happy and why I brought this up.I've followed all your instructions. From depositing and playing the games to the withdrawal process and proofs you asked for. Now it's your turn. Be nice to be paid for my winnings and my bank account taken care of for the bad check.

Hello Brooke.

Please, is there any new information about your case?

No sir

Dear Royal Ace Casino team and Nick.

Thank you for your cooperation in this case. Please, could you assist?

Hey all,

I will definitely need some form of corresponding documentation from the bank regarding it's reason for rejection Brooke, when a check is processed it is standard procedure for the bank to document the process as well as marking the check as deposited (and stamped as rejected or denied if it is indeed a "bad" check). If the check is denied there should be a reason, there must be, and they are required to inform you in writing. I'll need some form of documentation to move forward on this Brooke.

Will you be submitting that documentation to Jozef here or should I have one of my agents reach out to you?

Best,

Nick and Royal Ace

There shouldn't be no reason for this. You obviously can tell on your end the check wasn't cashed. My bank sent me the check back and now has closed my account. I can't go in and ask my bank for this info. They are calling me weekly wanting their money I owe them from this bad check. That's all I got. I got a bunk check returned to me. A closed bank account. And 800 plus dollars in the hole. Be nice if you could just right your wrong. I dont have 800 some dollars as a single mother of two kids, to eight your guys wrong, that's for sure!

Hey all,

One of my team is reaching out to you via email right now Brooke, without supporting documentation from your bank it's quite complicated and I can't guarantee a favorable outcome however I'll certainly do my best for you over here. Reply to Alex with any and all documentation you may have (copies of your bank statements supporting your claim could also help) and at bare minimum a copy of the check itself (front and back) and I'll see what can be done.

Best wishes,

Nick and Royal Ace

Hello Brooke.

Please, is there any new information about your case?

Yes it took me a little bit but I did find the check the bank gave back to me. If you wanna sense me an email again that would be great. Like I said I can't exactly talk to my bank at the moment. They call and I don't answer. They are at the point they want to press some sort of charges. And if that happens I'll be going to jail for Violating. This is pretty serious. I dint answer when they call because obviously I don't have all the money they want. So last thing I wanna do is call and explain that to them.

Dear Nick & Royal Ace Casino team.

Is there any other solution for the player, please? Have you received at least the bare minimum you have mentioned above?

Hey Jozef,

Unfortunately no, we have yet to receive any supporting documentation of any kind.

Best,

Nick and Royal Ace

Dear Brooke.

Please, be aware that if you fail to provide the casino with the required documentation (bare minimum), we will be forced to close the case as 'rejected', since these documents are completely common to be requested in most of the casinos. Please, could you do something about it?

I asked for them to email me again and they never did so I could provide a Pic of the check since I finally found it. Have not heard anything from them

Hey Brooke,

Kindly just reply to Alex's email from February 10th, he's looking forward to hearing from you.

Best,

Nick and Royal Ace

This is what I've dealt with from them. I asked them to send me another email in regards to sending them pics of the checks and my note from the bank. Cuz I can't seem to find it in my emails. They tell me basically to shut up and just hurry up and send them an email back?. Seriously??? Some customer service huh!? Any ways I found the check pack away up in a box in the attic in my garage. Needless to say I have a leak in my roof I'm now aware of. I'll just post pics here as it Doesnt need to be secret, I got nothing to hide and I want everyone to see it!

I emailed pics of the check and letter from the bank to casino guru

Hey all,

If you can get me the documents that Brooke sent to you I'm happy to see what I can do for her over here.

Best,

Nick and Royal Ace

Hello there.

I have forwarded these pictures to the casino team.

Thanks Brooke and Jozef,

Received, I'll see what we can do over here... Nor promises as I said before but if we can remedy the situation we most definitely will.

Best,

Nick and Royal Ace

Dear Nick and Royal Ace Casino team.

Thank you very much for the effort. Please, inform us when there is any new info. I am extending the timer by 7 days.

Hey all,

So we have requested stop payment from the 3rd party payment provider. We should hear back from them this week if that is still possible or not. In the meantime we have had you approved for Bitcoin payment Brooke, it's really the simplest and fastest solution. The balance has been returned to your account minus the $250 stop check fee, you will need to re-request it for withdrawal and submit your Bitcoin wallet details to us, once those are on file we can work on getting the new request reviewed and paid out. I will reiterate we are still waiting to hear back from our 3rd party, it may no longer be possible to stop payment but we're all rooting for you over here.

Since we seem to be having issues contacting you via email perhaps it's best to forward your Bitcoin details to Jozef and he can send them to me.

Best wishes,

Nick and Royal Ace

Hello Brooke.

Please, could you confirm the casino statement?

I did get Steve my bitcoin address. He said he was gonna forward it to pay outs and I never heard from them again

Hey Brooke,

Steve got you set up for Bitcoin as promised almost immediately. I see however rather than re-requesting the funds for withdrawal as instructed you chose to play the funds as cash in your account. If you'd had a win on it we could now expedite payment quite simply, however you played it down to zero and now there isn't anything to withdraw.

You are however now approved and set up for Bitcoin thus your next withdrawal will definitely be more seamless for you.

Best wishes,

Nick and Royal Ace

Dear Brooke.

I am sorry to hear about the situation. Please, can we provide you with further assistance, or can we close this thread?

It most definitely was not immediate. Stewart checking my account several days the call wad still in there. Its very appaerant that you guys have your games rigged cuz in all of playing that 600 some dollars I never won more than maybe ten dollars big. It very very quickly drained all my funds in a matter of couple hours. You guys are definitely thieves.i how nobody else has to experience what I've been thru with you.i don't know how you sleep at night. You've caused me alot of grief. Im a very honest person. I always expect the same. So that's my fault. And again I ask why I should have to pay the stop check fee of $250 that came out of my winnings?? That is not my problem you wrote me a bad check. I didn't have to pay for that. Steve was not fast on his end either. That doesn't be my problem either. Snakes!I hope your reputation rating goes downhill fast so others don't get tangled up in a mess like this!!!

Hello Brooke.

Once again, I am very sorry about your situation but since you have legitimately lost the amount we’re not able to proceed with a further investigation or suggest possible solutions. Since you have mentioned accusations about "rigged games". Please, if you have relevant proof sustaining your claims, forward them to my email address jozef.k@casino.guru, and we can investigate it.

Unfortunately, I am forced to close your case as 'rejected'.

Best regards, Jozef

Casino.Guru