The player from Oregon had requested a withdrawal but had faced a delay of over a month, despite the promise of a maximum waiting time of 9 days. The player had made several deposits and withdrawals, but was struggling with a no deposit withdrawal after recent contact with customer support. After the player had submitted his complaint, we asked for more details and contacted the casino. The casino confirmed that payment was issued via Bitcoin. However, we had not received confirmation from the player regarding the receipt of the funds. Therefore, we had closed the complaint as rejected.
Royal Ace Casino - Delayed no-deposit withdrawal for player.
Amount: $100
Royal Ace Casino
Safety Index:Above averageSafety Index
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6.7
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
9 months ago
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10 months ago
I was told that the maximum time that this would take was 9 days. It has now been a month I have talked to customer support several times. They have told me multiple times that they are elevating my complaint. Asked me for my bit coin wallet address and I have been very patient with them. I have made multiple deposits and withdrawals from this casino. I am getting no where with them this is the first time I have ever tried to take out a no deposit withdrawal. It upsets me as I just deposited a hundred dollars days before this occurred.
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10 months ago
Hello nschumacher1985,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Royal Ace Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when is your account fully verified? What kind of bonus did you use exactly? When was the last time you spoke to the casino and what was it about? Can you please forward the communication between you and the casino to nikolas.b@casino.guru?
Looking forward to your answer.
Regards,
Nick
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10 months ago
My account has been fully verified for years. It was a free spins bonus that was sent to messages within the casino. I just spoke with the casino ten minutes ago. Yes I will
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10 months ago
Thank you nschumacher1985 for all the information provided so far. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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10 months ago
Hello nschumacher1985,
I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.
We would like to invite Royal Ace Casino to join the conversation.
Dear Royal Ace Casino,
Can you please provide more information on why the player withdrawal was still not processed?
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10 months ago
Greetings all,
I have reviewed the situation and I'll see what I can do to assist.
Best wishes,
Nick and Royal Ace
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10 months ago
Dear nschumacher1985,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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10 months ago
Dear schumacher 1985,
Can you please provide us with an update on whether you have received the funds yet?
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9 months ago
Greetings all,
Happy to report that payment was issued via Bitcoin on the 18th of January and has been confirmed delivered in Blockchain Explorer.
Best wishes,
Nick and Royal Ace
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9 months ago
Thank you for the response Nick / Royal Ace Casino.
Dear schumacher 1985,
Could you kindly verify the receipt of the funds so that we can mark your complaint as resolved? Alternatively, please inform us if you require further assistance.
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9 months ago
Dear schumacher 1985,
While it appears that the matter has been addressed, and your winnings have been received, we have not received additional confirmation or any further requests for assistance from you. Regrettably, we are compelled to close this complaint as rejected. We appreciate the cooperation of the casino team.
Should you encounter any challenges with this or any other casino in the future, please feel free to reach out, and we will do our utmost to assist.
Best regards,
Michal
Casino Guru
