Royal Ace Casino - Player can't withdraw the winnings.

I won some money with a free no deposit bonus and when it was time to cash out it requested 10 dollars in bit coin to validate my wallet. That was on January 13th no help from them at all actually just totally ignored I would at least like my 10 dollars back and forget about the winnings

Dear memo1980909,

Thank you very much for submitting your complaint. I'm sorry to hear about your withdrawal issue with the online casino.

To assist you better, could you please provide additional details regarding the situation?

• Have you attempted to reach out to the customer support of the online casino since January 13th? If so, what responses, if any, have you received from them?
• Have you redeemed any free bonuses from this casino in the past?
• Could you share any communication you had with the online casino, especially if there were any requests for additional information or documents? My email address is petronela.k@casino.guru.

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

Best regards,

Petronela

I received a response on the 13th after the first email and was told to wait 72 hours I reached out to them again and got the same generic response about waiting another 72 hours

This is the case number I was assigned

153559207

Hi memo1980909,

• Have you redeemed any free bonuses from this casino in the past?
• Was your account fully verified already?

Thank you.

Never won any Freeplay bonuses in the past. And yes I was fully verified

Hi memo1980909,

• I understand that you never won from a free bonus in this casino, but could you clarify if you redeemed any free bonuses from this casino in the past?

Thank you.

Yes I will clarify. I used a no deposit bonus and ended up winning some money. I followed the directions on how to withdraw and of the directions stated I needed to deposit 10 dollars in Bitcoin to the wallet address provided by the casino in order to validate a wallet for withdraw or so they stated. I did so and deposited the 10 and waited for my winnings but the wallet address validation stayed on pending and never heard another word in between I just played andost that money I'm ok with that I am trying to collect the 10 in Bitcoin it made me send them for the wallet validation that never came. It said the 10 in Bitcoin I sent them for the wallet validation was supposed to be included with the withdrawal. I want my ten back

Hi memo1980909,

I'm sorry but you still didn't answer my question if you ever redeemed any free bonuses from this casino in the past. I understand that you are trying to receive your deposited funds back now but in order to proceed with the case, I'd like to clarify if you ever activated any free bonuses in this casino previously.

Thank you.

I believe I have but this was the first time attempting to Withdraw any winnings

Hi memo1980909,

I'm afraid that if you used multiple consecutive free bonuses without placing a real money deposit to play, you won't be entitled to any winnings. Please check the following rule (here):

Rules

No Deposit Bonuses (Free Chips, Free Spins)

Players cannot redeem multiple free bonuses consecutively. If you have redeemed one No Deposit Bonus and are subsequently offered another one, a real-money deposit needs to have been made in the interim for you to be eligible to withdrawal the second No Deposit Bonus.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

I deposited 10 dollars

Hi memo1980909,

• Have you used these deposited funds to play or are they still untouched inside your account?
• If they are still inside your account, was there any reply from the casino when you requested a refund?

Thank you.

Dear memo1980909,

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.

I never used the deposited funds. No response from casino about refund

Thank you very much, memo1980909, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, memo1980909!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Greetings all,

I have reviewed the account and there is no history of a win or any kind of cash deposit that I can locate within the system, we do require a small refundable verification deposit for account confirmation but there is no record of such thing within the account. There are two additional accounts for the same player at the same address within the casino system (only one account per player/household is allowed) but I was unable to locate any such instance in these accounts either.

Best wishes,

Nick and Royal Ace

Thank you, Nick!

memo1980909, sometimes crypto transfers can fail. The reason for it can be lack of funds for the commission. Also, you could have made a transfer in the wrong network. Could you, please, check if you have done all according to the instructions in the casino and, if still yes, send me a screenshot with deposit instructions that you have used and transaction hash to my e-mail: pavel.k@casino.guru.

10 dollars was sent thru cash app. 10 dollars worth of bitcoin I used the bitcoin address I was given

Please, send me a screenshot with deposit instructions that you have used and Bitcoin transaction hash to my e-mail: pavel.k@casino.guru.

Dear memo1980909,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.