Royal Ace Casino - Player experiences consistent withdrawal denials.

I played on a no restriction, no deposit free chip for being a vip player. I have played and deposited with this casino for 4 years. I have deposited the same way every time using bitcoin. Every time I've won they have denied payout over and over till I finally just gave up. I'm tired of them promising fast payouts, no restriction and no deposits just to again tell me the same thing they told me 4 weeks ago. I had a 100 free chip 4 weeks ago. I followed all the rules and won 200 after all playthru. I requested the withdrawl and after two weeks of no response from them I contacted them and they said it was denied because I hadn't made a deposit within a certain time frame. I showed them screenshots of the advertised free chip and how it was a no restriction and no deposit, fast withdrawls from previously used payment methods. They denied my bitcoin and I was about to give up. Instead I made two deposits bonus free from my same bitcoin address. I played and won another 600. So I requested a withdrawl of the 800 to be deposited on the bitcoin I just deposited from. I waited two weeks with no response from them. I contacted them and they stated that I was again denied because I made my deposits after my free chip, and I explained I won for a second time after depositing. They still don't care and denied me a withdrawl thru my bitcoin. So I asked if I could use wire transfer on the 200 I won on my free chip but receive the 600 I won on my two deposits thru bitcoin(like they advertise). The only response I get is the same one over and over. They requested I request the withdrawl again thru my bitcoin and she would ask the financial department to allow it(just like they have told me on every withdrawl I've ever attempted thru them). I know I'll get the same results I've gotten for each time I've tried to withdrawl. You guys have help me before and I'm hoping you can maybe again. I have the screen shots from them all but for some reason it will not let me upload them on here. If you need them just tell me how I can send them. Thank you, chassidy

Dear ChasKay,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem and fully understand your frustration.

Could you please forward me the email with the offer of the no-restriction, no-deposit, free chip you received and played with? My email address is veronika.l@casino.guru. Please also send me the screenshots, chat transcripts, or emails of your communication with customer support regarding the canceled withdrawals. It would also help me if you included the screenshot of your transaction and bonus history.

You mentioned that you've been playing at this casino for 4 years. Have you made any successful withdrawals before, or have you experienced problems with withdrawals from the very beginning?

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

Veronika

I will get all of that together for you asap. Also no I have never been able to successfully withdrawl from them but it was never really more than $200 and after denied each time, instead of waiting to request again I got bored and had already waited 5-10 days for them to deny me so I ended up spending it which is what I think they banked on and the one time I did still try to withdrawl they stated that even though I didn't touch the money I had in withdrawl request still pending and I played on a deposit I made separately they refused that withdrawl because I guess no matter if it's pending withdrawl or if I make another deposit, until that money leaves my casino account and hits my bank account all restrictions and terms and conditions that was attached to that withdrawl continue to be attached to the account until the withdrawl is final and so they said I over bet on the deposit (not attached to any coupon at all) I made after I made the withdrawl request and it was pending, so it nullified my prior withdrawl, any winnings from the deposit I made after that withdrawl request. So I had 300 sitting there that was denied because the 50 I deposited after that withdrawl request went to pending(which left my account at 0 so my deposit was not attached to the same rules as the requested withdrawl) but I gave up. But this time they have denied my 200 withdrawl request, so it set for like 2 weeks before I decided to deposit using the same bitcoin I always had used so they had a recent deposit and couldn't tell me I had to use a wite transfer because I hadn't used my bitcoin thru them in a while. So now with a denied 200 withdrawl sitting there, I made two deposits, one for 25 and one for 10 and turned around and had a winning of 600 on that 35 that was not attached to any bonus or coupon. I made an 800 withdrawl request but was denied because I use my bitcoin to deposit after my first withdrawl request of the 200, but 600 of that was won after I deposited using bitcoin. I could see if that is there real reasoning, I should have resolved that with the deposit but nope it doesn't qualify because it was made after I had redeemed the free chip, but I do not see how they are or can tell me that I cannot withdrawl the 600 that was made after I deposited using bitcoin and was not attached to any bonus or anything. I won that free and clear on the two bitcoin deposits. On top of that I have been approved for withdrawl from them including my bitcoin address approved for quite some time. So currently they are refusing withdrawl of the 200 won from the free trip due to it being a year since my last deposit thru my bitcoin and only allowed thru wire transfer but why is it the same for a withdrawl from a deposit made after all that. One not attached to any bonus and made using the bitcoin I am trying to have my withdrawl deposited too. I will send the screen shots

Sent the screenshots. Over 80 of them

Thank you very much, ChasKay, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.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 ChasKay,

I'm Michal, and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite Royal Ace Casino to join the conversation.

Dear Royal Ace Casino,

Can you please provide more information on why the player's withdrawal requests are not processed?

Greetings all,

I have reviewed the situation and submitted the requested withdrawal directly to our approvals department for review. Hopefully we have some movement soon.

Best wishes,

Nick and Royal Ace

I got on my account and now they are saying that they have approved $100 because they said that was the max cash out on the code first used. I explained and even send them the screen shot of the email I was sent that offered the codee and its states clearly that there is a $200 max cash out. They also said as far as the 600 I won was considered mixing the funds but I deposited after requesting the $200 withdrawl from the code I previously used. When they denied my request for bogus reasons they mixed the funds by putting it back on my account. I seen they denied my withdrawl when I went to make a withdrawl for the $600 so I just went ahead and included that $200 with the $600 withdrawl which made it a $800 withdrawl. So now they are saying the $600 won was part of the rules on the previously used and that the rules state only $100 could be withdrawn from the code so the other $100 was denied too even after I showed them that even the code offer said $200 max payout. They said $100 of the $700 is approved and they withdrew the the $700.20 that was left on my account plus another $100 that they deposited on my account a few days prior(that I was pretty sure was bait to try and get me to play so they could say I broke the rules) I didn't play any of it but they did take it back along with the other $700.20. I have screen shots of the customer service conversation if you need them.

Dear ChasKay,

It is indeed a bit confusing why the casino team has paid only $100 to you. At least if I understand it correctly, you only received $100 so far, right?

I've checked the screenshots, and although I can't rule out the possibility that mixed funds indeed occurred, I'm not sure if this was caused by you. I would like more clarification on the situation.

Dear Nick / Royal Ace team,

Can you please provide more clarity on why the player has received only $100? The bonus that was claimed has this stated...

Additionally, if the player gains further winnings from a real money deposit and no bonus is activated at that time, the bonus rules should not be applied to such play, including the max win rules.

I'm looking forward to your clarification.

Yes I received $100 deposit on my bitcoin today. I do have the screen shots of the conversation I had with their customer service if you would like to see them. When I went to withdrawl the $200 my balance was $200.20. Max withdrawl was supposed to be $200. So that left .20 cents on my account when I deposited (cause what game can you really play for .20 cents) but I guess that .20 was attached to that bonus so when I deposited real money because again what can you do with .20 cents, they considered that mixing funds because if they didn't then they would owe me $600 added to the $200 max cashout. Which honestly I was expecting them to find some way to get out of paying me. But after making a deposit not attached to any bonus they should have taken what was left that was attached to a bonus other than the $200 I had already had pending in withdrawl. Every other casino I have deposited at does that because like I said not much you can do with .20 cents. Anyway considering I made two deposits and they skipped out on the $600 and then shorted me $100 out of the $200 max cashout after crypto fees and all that I'm really not up much and they have wasted so much of my time and energy. It should never be this hard, and they should never throw in sneaky little rules like .20 cents left attached to a bonus means you cannot deposit whatsoever. They stop you from claiming bonuses when you have a pending withdrawl so why wouldn't they stop you from depositing to prevent a mix up of mixing funds? Because it's another way they can use to get out of paying someone. I hate shady businesses who do whatever they can to find ways of not following thru with their obligations and even call their customers liars when you even show them proof in an email they sent. He told me it was a typo and that it was the fault of whoever sent the email. I told him it was royal ace that sent the email and he just blew me off and sent me a picture of a whole different set of rules for who knows what bonus. It's all bogus but would at least like my winning from the bonus like it states and would like the $600 winnings from deposits but I know that's not likely. I know if they won't pay their obligations that's how they loose customers. Nobody wants to deposit at a place that don't follow their own rules or dig to find ways to not do their customers fairly. Hopefully they can follow thru and keep a loyal customer. I know most of my family and friends play and make deposits several times weekly and when one of us wins we all pay attention to how the casino treats the customer and how much of a problem they give when paying out. If it's a hard time or not done fairly they all avoid that casino. Most businesses don't want to loose customers or get a bad review and leave their customers feeling confident with return business and deposits. Funny thing is, half of that I probably would have redeposited and my boyfriend probably would have some of it too. Most gamblers do that. They test the casinos payout system just to make sure they will pay but then end up putting it all back into the casino. Anyway thank you for trying to help me get my winnings, even if they stick with the mixing funds excuse after the attempt to withdrawl(which should have canceled the bonus right then) I appreciate you trying to get them to stick with their terms and conditions on the $200 max cashout, cause it states right there in writing its a $200 max cashout not $100 max cashout

Dear ChasKay,

I basically agree with your above response. Although we know that there are a lot of software platforms the casinos are operating on and the setting of the system varies, meaning that if certain bonus rules are automatically enforced by the system in one casino on other platforms, this option can't be done.

I've found this rule in the casino's T&Cs

15. Once the Player has completed play with the No Deposit Bonus, whether by requesting a withdrawal (with any excess winnings above the maximum allowed cash-out being removed) or by your total balance reaching below $1, we will credit the amount of your deposit back into your casino account along with whatever deposit bonus you would like.

So although you had $0.20 still in your account, it is well below $1. 

Anyway, I would still wait for more clarification on the situation from Nick / Royal Ace team.

Greetings all,

Apologies for the error on our part, I reviewed the approval and the maximum cashout for the bonus had changed recently to $100 (from $200) and it was approved at the current maximum cashout rate rather than that in place at the time of the win. I had the additional $100 redeposited and approved for withdrawal yesterday and have now escalated it directly to the withdrawals department for disbursal via Bitcoin as soon as possible.

Let us know when those funds arrive ChasKay!

Best wishes,

Nick and Royal Ace

I have received the other $100 to fulfill the $200 max out cash out on the bonus. However the other $600 won has not been addressed I will assume that even though I had already put in the withdrawl that the deposits made with the .20 still on the account will not be paid with the excuse it was considered mixing funds. I know now not to ever deposit even if there is .01 cent even left on my account from any time before. As long as a balance remains on my account period I will not deposit. Thank you for fulfilling the max cash out, but please take some time in training your customer service on how to treat people when all they are doing is asking questions to make sure they understand why they are trying and digging to find a way not to pay. Thank you casino guru for stepping in and helping, if not for you customer service would have just kept telling me I was out of luck and kept ending the chat on me with no explanation. I appreciate you and your efforts greatly

Thank you for the explanation and for making sure the player receives the missing part of the winnings, Nick / Royal Ace team.

Dear ChasKay,

I'm glad we managed to get the missing $100 to you, and you have already received it. As per the winnings from your deposit,. Sadly, yes, the mixing of funds did happen, not only because there were still some funds left in your account, but also because the withdrawal of the bonus wins was not processed because of the missing documents and confirmation of the payment method. So although you did deposit real funds without a bonus attached, the cash deposit was on top of the bonus funds, which caused the mixing of funds. An important factor in this is that you have not made a real money deposit without any bonus attached since November 2022. That's why the processing of your winnings could not be straight-forward.

Although the ACCESSVIP bonus was indeed a special bonus with specific bonus terms, the mixing funds rule was still in place as per the general bonus terms and conditions

I can agree with you that live chat support could provide you with more accurate information, however, they don't always have access to the whole history of your account, and considering they deal mostly with the "basic issues" I wouldn't really blame them.

With this being said, I trust the situation has been clarified, and since you have received the winnings you have been entitled to, can I consider your complaint resolved or can I assist you with anything else? 

Dear ChasKay,

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 ChasKay,

While it appears that the matter has been resolved and you have received the winnings you were entitled to, we haven't received any feedback from you to confirm this or to indicate if further assistance is required. Unfortunately, we are forced to close this complaint as rejected. I would like to thank the casino team for their cooperation.

Please don’t hesitate to contact us if you encounter any issues with this or any other casino in the future, and we will do our best to help.

Best regards,

Michal

Casino Guru