Royal Ace Casino - Player faces difficulties withdrawing winnings.

I played a no rules bonus and got lucky ' I thought ' but when I came time to withdrawal they are telling me they need something different every week and to top it off they say the routing number is incorrect. I've verified it with my back 5 times it's the only one it can be . So I'm still jumping through hoops just to withdrawal the first 2500 . I don't know what to do 😭 it's so heart breaking . Maybe BBB?

Dear jeanareana1985,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

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 casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?
• Have you provided all the other personal documents to verify your identity?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

So yes I'm verified but they are saying that the routing number doesn't match with my Swift code . So I called bank 5 different time and its the right one so I also looked on Google and there is a couple different ones. So I gave them all 3 because idk what else to do. So does anyone know what regions Bank for Texas's international and / or domestic routing number is ? Has anyone went through this?

Hi jeanareana1985,

Regrettably, I don't have answers to your questions regarding the routing number.

• If you encounter challenges withdrawing your winnings using this particular payment method, would it be feasible to explore an alternative one?
• Have you considered discussing this option directly with the casino?

Thank you.

Dear jeanareana1985,

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.

So they finally accepted my routing number and they say my payment is on its way to the third party bank so hopefully than I’ll see the first 2500 in my bank soon . It’s still has been a roller coaster of emotions and stress to get my withdrawal from Royal Ace and Slot Garden . I think they are connected or same owner. Because they both make you jump through so many hoops to get your withdrawal sorted out , And they operate so similar.I’ll update on here when or if I get my first payment because you can only withdraw $2500 at a time .

Hi jeanareana1985,

I'm happy to hear that things are moving. Please keep me updated on any further developments.

Thank you very much.

So I got first payment today so a month in a half. Maybe the next payments will move fast since I can only cash out $2500 at a time . So Royal Ace Casino will pay you it just takes some time.

Hi jeanareana1985,

I'm happy to hear that you received your first payment. Please let me know when you receive the next one.

Thank you.

Dear jeanareana1985,

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.

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.