The player from the United States requested a withdrawal less than two weeks prior to submitting the complaint. His money hadn't been received yet. The Complaints Team had advised the player that withdrawals could take some time to process and that a delay might have been due to unfinished KYC verification or a high volume of withdrawal requests. The player had been asked to wait at least 14 days after requesting the withdrawal before submitting a complaint. However, the player did not respond to further inquiries, leading to the rejection of the complaint due to insufficient information.
Royal Ace Casino - Player believes that their withdrawal has been delayed.
Amount: $800
Royal Ace Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
I deposited 50 USD. I won up to 800. The site keep saying my identity was rejected. I uploaded it a few times and nothing. I'm a advid gambler and I have used other sites with no problems. I played all it back because I knew I probably won't get my winnings. I'm seriously thinking about talking to my lawyer to see what can be done about the false advertising on this site. I work hard for my money to just give it away like that.
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1 year ago
Dear 35varis,
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
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1 year ago
Could you kindly explain the statement that you played all your winnings back? What is the exact amount currently requested for withdrawal in your account?
