The player from Mexico had attempted to withdraw his winnings from exchanged points, but the casino had claimed these points were not eligible for withdrawal. After the issue had been raised with the casino, they had clarified that the funds should indeed have been valid for withdrawal. The only issue had been an update needed for the player's Bitcoin address. Once the player had confirmed his payout details, the casino had approved the withdrawal and submitted it for priority payment. The casino later confirmed that the payment had been completed. However, without a confirmation from the player, we had to reject the complaint.
Royal Ace Casino - Player has issue with points-based withdrawal.
Amount: Mex$100
Royal Ace Casino
Safety Index:Above averageSafety Index
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6.7
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
I exchanged my accumulated points, and they're telling me I can't withdraw my winnings because my accumulated points aren't valid. But they were the ones who gathered them.
Automatic translation:
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1 year ago
Dear Rishii,
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. Could you please specify which exact bonus you tried to redeem? Have you succeeded in activating it and completing the bonus wagering or the redemption was denied completely?
If there’s any relevant communication between you and the casino, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Petronela
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1 year ago
Greetings all,
I had a look and it appears the requested funds should be valid for withdrawal, the only issue I can locate is you need an update of your Bitcoin address Rishii. If you post it here I'm certain Petronela will be kind enough to lock the comment from prying eyes and I should be able to get it updated in your casino account for you. Once that is complete it will be eligible for review, approval, and perhaps payout not too long thereafter.
Best wishes,
Nick and Royal Ace
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1 year ago
Thank you, Nick and Royal Ace, for your assistance. Is there anything else needed from the player?
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1 year ago
Hey Petronela,
At the moment, no. He has confirmed his payout details (Bitcoin), I have had the requested withdrawal approved, and I have submitted it for priority payment. Hopefully we will see this resolved shortly. 🙂
Best wishes,
Nick and Royal Ace
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1 year ago
Greetings all,
Just confirming that payment is complete on our end and also confirmed delivered in Blockchain Explorer.
Best wishes,
Nick and Royal Ace
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1 year ago
Perfect. Thank you very much, Nick and Royal Ace, for your assistance.
Dear Rishii,
Could you please confirm once you receive your winnings? Will be waiting for your confirmation patiently.
