The player from the US had utilized the casino's crypto deposit function and expected a bonus that was not added to her account. Despite her attempts to reach out through live chat, she had not received a satisfactory response. The Complaints Team had attempted to gather more information from the player and had extended the response time twice. However, due to the lack of response from the player, we were forced to reject the complaint. The investigation could not be carried out further and no potential solutions could have been provided.
Royal Ace Casino - Player didn't receive expected bonus.
Amount: $30
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
8 months ago
Public
Public
9 months ago
I used their crypto deposit as requested and put my bonus code with it and it took me having to live chat them to get my deposit and then no bonus attached. I could have played the other 20 casino's with a better bonus but I chose them because of the generous 140.00 free play for signing up. Never received my bonus and no reply back on live chat......BAD BUSINESS especially with all the competition.
Public
Public
9 months ago
Dear Kobynorae3,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you activated any promotional offer in this casino in the past?
- Did you place any bets before realizing that the bonus hasn’t been activated automatically inside your account?
- Could you please advise which exact bonus you have tried to activate and play?
- If there's any relevant communication, please forward it to petronela.k@casino.guru.
Meanwhile, please understand, that we can’t penalize the casino for not giving you a bonus automatically.
Thank you in advance for your reply and I hope we will be able to help you as soon as possible.
Best regards,
Petronela
Public
Public
9 months ago
Dear Kobynorae3,
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.
Public
Public
9 months ago
I am confused...... No I do not remember exactly what bonus' name was however if I paid with Crypto then it was definitely a good bonus ONLY IF I USED CRYPTO.
Public
Public
9 months ago
Hi Kobynorae3,
- Could you kindly check my previous reply and try to answer all my questions? Please understand that without any further details, we won't be able to proceed with this case.
Thank you very much.
Public
Public
8 months ago
Dear Kobynorae3,
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.
Public
Public
8 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
