The player from France had requested a withdrawal less than two weeks before submitting this complaint. The payment hadn't been processed yet. The Complaints Team had advised the player that withdrawal processing could take up to two weeks and suggested waiting for this period before filing a complaint. They also mentioned potential reasons for the delay, such as unfinished KYC verification or a high volume of withdrawal requests. The team tried to follow up with the player, but due to a lack of response, they were unable to investigate further and had to reject the complaint.
Royal Ace Casino - Player claims that payment has been delayed.
Amount: $110
Royal Ace Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.7
Royal Ace Casino has a Safety Index of 6.7, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
12 months ago
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Public
1 year ago
Hello I received an E-mail from Royal Ace Casino for a 30$ free chips with a x30 wagger requierement which has been made , after this i tried to withraw my winnings , and made the BTC deposit they ask to see if my coinbase wallet is legit and really mine , and my withdraw is still pending . I wrote e-mail , try to connect to live chat many times but never reach them no matter the hour so i don't know what wrong
I think i will never play in this site again even if i was first happy to have some little winnings ...
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1 year ago
Dear Nostz,
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
