Royal Ace Casino - Player hasn't received her winnings in full.

In January 2022 I won $1,800 playing slots at Royal Ace Casino. I submitted all the required documentation and the casino staff would not pay my winnings as they were requesting 3 months of my banking statements. I refuse to disclose my private banking information and then they suggested that I get the withdrawal via cryptocurrency. I opened a cryptocurrency account and supplied them with my cryptocurrency address to receive my winnings. It was one excuse after another during chat or when I emailed them. They said to give them more time to send my money. Finally in April 2022 I received $700 in cryptocurrency. When I inquired about the remaining funds that were owed to me they kept giving me excuse after excuse after excuse. Then they sent me $100 in cryptocurrency instead of the remaining balance of $900 after their fees. Again I had to reach out to them through chat and email because they do not have a working phone number and all I got was lies, deflection, and ultimately have been completely ignored. I asked Royce to give me the transaction details of the remaining funds that they claimed that they sent me in f u l l and I would be able to cross reference the crypto address that it was coming from. Royal Ace refused to show me the transaction details because they didn't send my money and they know that they don't have the transaction details so I have just been completely ignored. I have the transaction details of what they sent me. Basically Royal Ace Casino is a scam Casino stealing from the gamblers who entrusted them and they should be blacklisted and held accountable for their unscrupulous business practices. I am determined to get the word out about Royal Ace Casino so that some other person doesn't get ripped off and given the run around then completely ignored as they go on taking other gamblers money not paying out winnings. I am so disgusted with royal Ace Casino and I hope that this complaint that I can back up with emails transaction details, I hope Royal Ace is held accountable. I understand they are out of Costa Rica and after being ripped off I learned that other people have been ripped off as well. There must be something we can do to stop Royal Ace from their thieving lying conniving business practices. Thank you for your consideration in this matter.

Dear Yvonne,

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 made any successful withdrawals before? Do I understand correctly that the missing amount has not been returned to your casino account? Have you accumulated your winnings with or without an active bonus, please?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Kristina,

Hello and your timely response to my complaint is greatly appreciated. Royal Ace did not send me the remainder of my winnings, it was my 1st withdrawal with the casino, but not my 1st deposit. I use bonus codes, but I cannot recall if one was used for this transaction, but I will say that if I had a play through, I played it because my withdrawal balance was $1,800. The missing amount was not put back into my casino account. They kept the money, claimed that they sent it and refused to give me the transaction details. At first I thought it was just red tape, but after numerous attempts to receive my money, and doing research on Royal Ace, I came to the realization that I was the victim of an online casino scam. I have the cryptocurrency transaction details from Free Wallet. I also can supply all the communications via email. You will see a pattern of deflection, deceit, and coupled with outright theft with no accountability whatsoever. They just stopped responding to my emails. My question is, how are they able to stay in business? Who regulates online casinos? If it was a casino in the United States, I would file a lawsuit against them. It is outrageous that they are getting away with this. I suspect the fraud to be in the tens of thousands if not millions of dollars. They should be arrested and thrown in jail, forced to make restitution and have their casino shut down. I am just one of numerous victims of Royal Ace Casino.

Thank you very much for your reply, Yvonne. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Thank you in advance.

Documentation is on the way. Thank you. I am hopeful.

Thank you very much Yvonne for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@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 soon.

Hi Yvonne,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Royal Ace Casino to the conversation to participate in the resolution of this complaint.

Greetings all,

I have reviewed the case and it appears that all funds have been delivered via Bitcoin, the final winnings of $991 were disbursed on the 8th of March 2022 for a total of $1716 after deposit bonus removal and transaction fees. I have confirmed delivery in Blockchain explorer.

Supporting documentation has been submitted to the casino.guru team for review.

Best wishes,

Nick and Royal Ace

This is a sham. I never received all the funds, and can assure you that Royal Ace will not supply the documentation, the disbursement details because they don't have it being how the last amount they sent me was only $100.

Please look at the documents I supplied from Free Wallet. On March 8th, Royal Ace sent me $100.

Royal Ace throws out the word Blockchain to throw us off! This transaction they allege never occurred!!

Hi all,

Thank you for your replies.

Dear Yvonne,

Let me ask you a question, what is your BTC wallet address?

Dear Yvonne,

I received evidence from the casino suggesting that your winnings were paid by Bitcoin. If this is the case, I'm afraid your complaint will be rejected.

This is false! I need the written proof of the transactions because they will not provide them. Show me the cryptocurrency address and hash numbers. I was scammed!

Please provide me the evidence.

Please read this link. Royal Ace is laundering cryptocurrency. I am not a liar, I am a victim of fraud. I have the transaction details of what they sent me and provided them. Did you cross reference what Royal Ace provided? This is a serious issue and I am pleading with you to look into it further.

http://structural-geology.org/bitcoin-casinos-and-cryptocurrency-laundering/

Hi Yvonne,

There is a transaction on the blockchain (picture attached) suggesting that the funds were sent to your new Bitcoin wallet address. You sent this address yourself to the casino by email. I'm afraid there's not much I can do for you, the evidence is quite strong, and the transaction took place. Unfortunately, your complaint will be rejected. Thank you for using the Casino Guru complaint resolution center. I wish I could be of more help.

Best regards,

Peter