Royal Ace Casino - Player can’t get verified.

Can not get verified. Won’t answer emails and chat disabled. Jackpot didn’t pay full amount.

Dear Vel1319,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me some additional questions so I may understand the situation better.

Could you advise which documents you submitted for verification and when did you submit the last one? Do you have any pending withdrawals? Which games you’ve been playing (live games, slots, or multiplayer)? Were your winnings accumulated with or without an active bonus, please?

Regarding the jackpot win, can you verify the win in your bet history? Do you have any proof the amount of win you received on your casino balance was wrong?

Thank you very much in advance for your reply.

Best regards,

Tomas

Submitted drivers license and light bill last week. Playing slots no pending withdrawal because can not get verified. Winning on free spin of almost 1500 dollars

Thanks for your reply.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

If you won't receive any reply about the status of the verification of your documents by the end of this week, we'll interfere.

Jackpot didn’t pay full amount

Could you elaborate on the problem and how we might be of help with this issue?

Nothing has happened no reply or verification

Thank you very much, Vel1319, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Hi Vel1319,

I've just reviewed your case and am very sorry that you came across such an issue. In order to help you resolve the problem, I will contact the casino.

I'd like to invite Royal Ace Casino to join this conversation and participate in the investigation. Can you please provide us with any reasons for the delay in the completion of the KYC procedure which causes the problem with the withdrawal request for the player?

Kind regards,

Tomas

We would like to ask the 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’ which may negatively affect its rating.

Greetings all,

I've searched extensively and I can't locate any documents submitted in any format from the email address registered in the account. Perhaps you've submitted them through a different email address Vel1319? We will also need a valid form of payout, I would very much suggest Bitcoin as an option.

Best wishes,

Nick and Royal Ace

I sent through documents@royal ace is this correct or can you give the correct information

Dear Royal Ace Casino,

Could you please provide the player with an email address where to send documents for verification?

Thank you.

Kind regards,

Tomas

Greetings all,

documents@royalacemail.com is the email address for the documents department at Royal Ace Vel1319. I did find emails to help@royalacecasino.com but no documents included in any of those.

If you could please send the documents (picture ID front and back and recent utility bill as proof of address) to the above address (either one of those emails honestly) then let us know here when you've sent them I'll make sure they are reviewed as quickly as possible.

I've also reviewed the win itself and you should be eligible to withdraw the maximum cashout value of the free welcome chip in play at the time of the win which is $100.

We will also need an approved method of payout, I would once again suggest Bitcoin in this case. I should be able to get it approved as a payout method for you.

Best wishes,

Nick and Royal Ace

Sent info again

Dear Royal Ace Casino,

Could you please confirm once you have the player's account verified, and if it's successful, that you have processed the payment?

Thank you.

Kind regards,

Tomas

Nothing has been done. At this point I’ve given up

Greetings all,

I am still unable to locate any documents submitted on your part Vel1319, another email to the help@ address asking why there had been no movement but no submitted documentation in any company inbox. Perhaps it was submitted from a different email address than that registered in the casino account?

It also appears that all available funds have now been played down to zero in the account. There is no longer a balance available for withdrawal I'm afraid.

Best wishes,

Nick and Royal Ace

Dear Vel1319,

Could you please confirm if you have indeed played your balance down to zero?

Thank you.

Kind regards,

Tomas

Dear Vel1319,

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.

Dear all,

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further. It also appears that the player played his balance down to zero.

I’m afraid there’s nothing we can do, and I’m forced to reject the complaint. 

The player can reopen this complaint at any time.

Kind regards,

Tomas