Royal Ace Casino - Pelaajan nostopyyntö viivästyy.

Hello

I am reaching out to you, because you have helped me in the past.

I am attempting to cash out at Royal Ace casino. Royal Ace is a member of the Inclave casino group. The last casino that you helped me with was also an Inclave member.

After hitting my play through, the casino took the bonus out and left me with the withdrawable amount.

When I requested a withdrawal, they confirmed my passport as well as my credit card information. I have the email about the verification. Since I have been down this road before, I was proactive, and sent them an email offering to send any additional documents needed to make sure this would be smooth. No one responded to that email. No one has asked for any of the expected documents like utility bill or bank statement.

After the quote 10 days (doubtful,but I have been paid that quickly from other casino's), I sent a second email on about day 12. I noted that I had asked if anything else was needed and had gotten no response. In this email I did request a response, or a payment.

No one has responded to either. I did as requested make sure nothing is in my junk mail folder. This behavior is very similar to the one that Natalia encountered with my last request for help.

I have my documents ready, I just need someone to send them to.

If you could help me with this I do definitely appreciate it.

Thanks

Dear pibbs888,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Royal Ace Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Is it possible for you to check the verification status of your player's account? Could you please share a screenshot with the status visible if available?
• Could you please share a screenshot of your withdrawal request?
• When was the last time you were in contact with casino support and what did you discuss?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Those are the screenshots that I have.

The conversation with customer support is uploaded. That was the only conversation that I have had.

There are copies of the 2 emails that I have sent. I have gotten no response to either of them.

I can send in a moment the reply to my original verification.

You usually respond quickly. How is this request going?

Thank you very much, pibbs888, for providing the necessary information and for your patience. I will now transfer your complaint to my colleague Romi (romana.r@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.  

Dear pibbs888,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Royal Ace Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Roayl Ace Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Greetings all,

I have reviewed the account in question and the reason the requested withdrawal has not been reviewed for approval lies in a lack of valid payout method within the account. Until a valid method of payout is on file the requested withdrawal will stay in pending status. Please contact our support via live chat and allow them to assist you pibbs888.

I handled the last complaint you filed as well, as I represent a number of casino brands globally. There was such a protracted attempt to get you to file the necessary documents I finally had to call in a favor in order to get you a one time exception and finally payout via Bitcoin pibbs888. This will not be possible again, you will need to submit the necessary documentation to qualify for bank wire transfer. As you are aware from our last voyage together you do not qualify for Bitcoin withdrawal having deposited exclusively through credit card. Only wins stemming from Bitcoin deposits qualify for this withdrawal method.

Also worthy of note, the win in question (and subsequent withdrawal request) was from a cash deposit using a deposit bonus. The bonus amount awarded was $304.50, this amount is non-cashable and removed before payout. This would mean that your requested withdrawal of $393.31 would only be a total of $88.81 after bonus removal. The minimum withdrawable amount for wire transfer is $100, you will need to cancel the requested withdrawal and play it above $404.50 in order for it to be a valid request.

Once your withdrawal method is on file and your withdrawal request meets the minimum withdrawal amount of $100 I will be happy to assist in expediting review of the requested withdrawal.

Best wishes,

Nick and Royal Ace

Hi Nick

I thought you would be the international problem solver for Inclave casinos *wink wink*.

Kinda glad it's you since we do have some history.

You seemed to sum things up somewhat accurately. I'm sure that anyone who reads this, and is interested can read the previous thread and look for any patterns.

We are almost on the same page. Couple of things to clear up, and this complaint will be solved quickly I hope.

Part one is just kind of housekeeping.

I imagine you have seen the screenshot of my original chat conversation so you know what's contained in there.

My passport and payment method have already been verified in order to request my withdrawal. Part of the problem last go around involved requesting things that were previously verified. If you want it again, please ask for it at the beginning, and not 3 months on in the process.

Having learned from last time, I am prepared with a current bank statement, a copy of a utility bill, a copy of my driver's license (which I will provide even though you have verified my passport already), and wire transfer information. I would like to send this all in a single email so it can be approved all at once. In our previous encounter, the International person in charge of finance had a habit of "losing" or "misplacing" my private data. This should hopefully prevent that, because if you have one document you have them all.

Part 2 should probably be titled THEY NEVER REPLIED.

Chat directed me to email for document details. Being proactive, on day 1, I emailed the casino and asked what documents they wanted and where they would like them sent. THEY NEED REPLIED. A few days later I followed up with a second email asking if everything was on track and if they needed documentation. THEY NEVER REPLIED. This pattern is very familiar to the other Inclave casino. You are the only one who replies. That's kind of a problem don't you think? I mean they could have told me everything you did but on day 1. Casino guru wouldn't be involved, you wouldn't be involved. We might have settled everything weeks ago... But THEY NEVER REPLIED. Heck when you were contacted you could have told the International director of email for Inclave casinos "shoot this guy a quick email."

Part 3 Payout

Traditionally online casinos such as yours deduct any bonuses when playthrough is hit prior to posting the withdrawable amount. Since I don't vividly remember the balance at the time I hit playthrough you may be correct. I have tried looking up my play logs online and was unsuccessful. If you can provide me a copy of the play logs prior to hitting playthrough till the withdrawal was asked for I would be happy to cancel this withdrawal and play my balance up if it was not deducted.

So it's that easy. Tell me exactly what you want and exactly who to send it to. Please don't ask me to send it to some general email address because well THEY NEVER REPLY. We can get my withdrawal information on file to prevent this in the future

Reach out to whoever you reach out to, and provide the game logs for verification. Again, please don't tell me to request them myself because THEY NEVER REPLY.

Thank you both for your help.

Hopefully this is all resolved very soon.

Have a great rest of your day

Greetings.

Thank you all for your cooperation here.

Dear Nick and Royal Ace, Could you provide us with any updates, please?

Thank you in advance.

Kind regards,

Romi

Greetings all,

Kind words, and I am definitely here to help any way I can. That said, I'm not a magician.

I was unable to locate any emails sent from your registered email address pibbs888. The casino receives thousands of emails daily, unless the email is from a registered email address it may get a robo response that we will get back with you however when humans go to do their jobs manually if the email address isn't registered it goes to the very back of the line. Frankly, it's generally spam. Did you perhaps submit information from a separate email address?

What I said previously holds true, you will need a valid method of payout and a valid withdrawal request in order to withdraw. Our customer service live chat is the easiest way to accomplish the task at hand regarding an approved bank wire. As to the withdrawal itself, as I said before you will need to cancel the requested withdrawal and play the funds until you qualify for the minimum withdrawal amount of $100. I understand your confusion, certainly, but some coupons are built with this feature (which is quite new for us) and some are not, in this case the non-cashable balance was not automatically removed and will need to be removed on approval. Hopefully this clarifies things.

So, in answer to the broader question there has been no progress that I can see at this point. We are exactly where we were previously. I'd love to help here but I'm going to need your cooperation to make it happen pibbs888.

Best wishes,

Nick and Royal Ace

Hello all.

Dear Nick and Royal Ace,

Thank you for the update.

Dear pibbs888,

Could you please do as suggested and let us know how it goes?

Thank you in advance.

Regards,

Romi

Yes, since I have additional winnings to accrue I will cancel my withdrawal at the casino and close this complaint.

Maybe put a pin in this conversation, just in case we end up back here in a few weeks.

Thanks for all your help.

Hello all.

Thank you for your cooperation in this matter.

Dear pibbs888,

I will close this complaint now as per your request. Please do not hesitate to contact us at any time in the future.

Best regards,

Romi