Royal Ace Casino - general discussion

If you want to discuss anything related to Royal Ace Casino, such as its games, bonuses, payment methods, issues with your account, responsible gambling features, or anything else, you can do so here.

My name is Michael I won a jackpot on my welcome bonus they processed to explain the playthrough thing to me so I was like there is no way I'll have money to cash out but at the end I did have 200.oo dollars I could get but to my knowledge there is no way to get it everything I've done they say I'm approved then I miss documents ive wasted hours today trying any suggestions would greatly be appreciated

Hello,

I'm sorry but I'm unable to guess whether you passed the verification or not. Can you specify, what makes you think that you will not get the winnings, please?

I'd like to understand better, so kindly let me know.

I have a month or a little more wanting to withdraw my earnings and one or two hours later they cancel my withdrawal without any explanation, and if I ask them they ignore me, I send them an email and they tell me to wait 72 hours, 72 hours go by and to wait another 72 hours, and so on. I was already VERIFIED AND APPROVED, I don't know what else to do. It is 2500 USD that it seems I will never collect

Hello.

Some withdrawals may need a few days to get processed and fulfilled - it depends on the payment selected. Sadly, I could use an exact date to learn when the withdrawal was submitted.

Could you let me know?

The first day that it was interesting to make a withdrawal and the Casino canceled it for me was April 18 at 4:18am. And since that day every day I try to make a withdrawal which is also cancelled. Currently one is under review, but I'm almost sure it will also be denied, this last one was on May 14 at 3:26 am for 2000 USD

My casino account is with the following email:

Kindly do not share your login details publicly. It's not safe. 🙏

Let's hope the complaint will help.

I have 1601 I am still waiting on. I did not use a bonus just my money.

How long time have you been waiting? Are you already verified in the casino?

Hello!

maybe you can help: i found a list of rtg casinos and played no deposit bonus.

Is it forbidden to play more than 1 RTG casino?

3 casinos i was lucky and won, wagered and verified my account. So was Royal ACE. I thought everything was OK, i was verified and i even deposited 10$ for verification.

Right after i started a withdrawal of 100$ i cannot access the casino anymore. I get a strange "Ups, something bad happened" error message. No Email, no information.

Greets, Gertraud

Hi, you shouldn't be prevented from signing up to multiple RTG casinos. 

As for not being able to get to the casino site, that's pretty strange. I was going to ask if the casino had any technical problems, but I see that you have not been able to contact them and without information we can only guess what happened.

Anyway, it was a good step to file a complaint and I hope that our team will be able to help you. If you have any new information would it be possible to update us please ? 

I happened to look at my Enclave account and noticed that Royal ace casino was open and active. I do not remember opening this casino and this isn't the first time this happened. After reading the reviews about royal ace and the relation with Raging Bull Slot Casino, I decided not to deposit and play. I contacted CS and told them then enclave opened my account and can you please close it. They responded and said they need my yoohoo documents to close my account. I told then I do not share this information unless I am a winner here. They responded and said in order to close your account they need my documents with a selfie of my holding my ID. I responded and said no way. You can leave the account open for 100 years . I will not be depositing and playing.

Now, I am getting emails from them saying I have 3 days to complete the yoohoo kyc or the process with start all over again with the cashier. I HAVE NO PENDING WITHDRAWALS WITH THEM. Team at casino guru. You know, I shouldn't have to give my documents in order to close an account. This happened once before with another casino which you helped me with.

See below................

Dear, Jay

We're sending you this reminder to inform you that you must verify your identity (ID) before you can submit your withdrawal request at Royal Ace.

It only takes a few minutes - start by pressing the button below. You will then be directed to our trusted third-party verification site, HooYu, where you can follow the instructions on the screen to start the process.

You still have 3 days to complete your verification. If you do not start/complete within the next 3 days, this session will expire, and you will be redirected to the Royal Ace cashier to restart the verification process.

Not sure how to submit your details on HooYu? Watch this short video for a step-by-step guide.

Or click on the "Get Started" button below GET STARTED

  Tally Ho,

Royal Ace

Email: help@royalacemail.com

Chat: Live Chat

Hi, it's not usual for a casino to ask for documents from a player when you want to close an account, but it's not something that's wrong of the casino either. I dealt with a player not too long ago and he didn't want to provide the documents at first, but everything worked out fine and he closed his account when he supplied them. 

I think it's up to you and if you don't want to give the casino the documents to close your account, you don't have to and you can leave it that way and keep your account open and not play. 

If you want to close it you will obviously have to verify. Ultimately the decision will be yours.

Look at my review of mgm vegas. Same issue but you guys helped me to close my account without me sending documents.

Yes I have seen it, if you feel that it is not possible from the casino and you need help, you know that you can contact us. However, I mentioned the example in my previous post because it was recent and I also asked our team what would be the best thing to recommend. And in the end the player verified and closed the account. 

But if you see it differently, you can try a complaint. 🙂

I understand, But I didn't have to verify myself to join the casino. If I won there I would get all documents together and send them to get my money but I didn't win and come to think of it I don't think i deposited either.That is my argument and it seems they don't like to payout. I will not go through that again. I have already lost 2 arguments on 2 complaints that took close to 10K from me. Most legitimate casinos don't ask for documents to close an account. Instead they ask you for your full name, physical address, email address, phone number, date of birth to see if it matchs to what is listed on your account. Who would know this infor except you. I have done this many times with no issues but some casinos like MGM and Royal Ace are not legitimate. These are the ones that want your sensitive information for nothing. What do they do with this info? Sell it to 3rd parties. Sell it on the black market? I am not talking about all casinos only the ones that want your info for no reason.

I don't think this information is being misused in this way. However, we both have a certain stance on this and it is up to you to decide how you want to go forward with it. If you have a problem closing your account, you know you can contact us. If you want to keep it open but not play here, I don't think that's a bad thing either. So be sure to let us know what you decide. 🙂

I’ve done what they asked and haven’t received my $ 400.00 I’m sick of it and them ! It’s been 4 damn weeks! The email customer service don’t respond ever , the "chat" don’t even work!! How are they still operating and taking ppls payments

I’m waiting for my 400.oo but sent my 10.00 back to Coinbase wallet no problem ! What the f !? I want my money ! They shouldn’t be operating