Royal Ace Casino - Player is experiencing withdrawal delay and communication issues.

This casino has been a GIGANTIC pain. Tried withdrawing $1000 about a week ago. A few days later after a lot of back and forth, they said I couldn’t withdraw via bitcoin and had to do a wire transfer. I told them I couldn’t because my credit union doesn’t accept international wires. So then, I went about using their "coin draw" withdrawal which is supposed to be "lightening fast". After having to meet A LOT of criteria, such as: last bonus code must not be free chip, last deposit must be at least $100, last deposit must be via bitcoin, but have a Coinbase wallet set up, etc etc etc. I finally met the criteria and resubmitted a withdrawal request (this time for $2000). VERY Long story short, they declined it due to me not being a regular bitcoin depositor. I told them that NO WHERE does it state someone needs to be a "regular" bitcoin depositor. And they HAPPILY accepted my bitcoin PAYMENT, but won’t let me withdraw now. I am so incredibly upset and fed up with all of the back and forth and also zero communication about the process. I now have $3400 sitting there that I can not withdraw. Extremely upsetting. They are not giving me any other options for withdrawals either.

Dear 5vc2nzh9tb,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Royal Ace Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please explain in more detail how much you deposited in the casino and which payment methods you used?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
• Have you accumulated your winnings with the help of bonuses?

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,

Tomas

Hi Tomas, thank you so much for opening this case. I appreciate that there is a forum for this. I signed up for Royal Ace on March 13th, 2024. I have used other Inclave Casinos for the past couple of years but have never won anything (or if I did, I always lost it all right away). From the 13th until now I deposited a total of $424.00 into my Royal Ace account. I used two different Visa cards the first few times and then on my last one I used my Coinbase account to deposit via Bitcoin (because that was their criteria in order to withdraw with Bitcoin, you had to have the last deposit be Bitcoin). The first time that I tried withdrawing (the $1000), it was on March 20th and tried withdrawing via their standard bitcoin option. I verified all documents (ID, selfie, and visa cards) up until that point that they requested. I gave them a few days to look into the withdrawal but never heard anything from them. So I went in on the 24th of March and chatted with someone named "Claudia Martens" and she told me that the Bitcoin transaction could not be processed and it would need to be via wire. However, I told her right before that comment that I couldn’t do a wire transfer due to my bank being a credit union (and most credit unions don’t accept international wires). I never got a reason as to why they couldn’t accept my bitcoin withdrawal. SO I decided to try the next withdrawal ($2000) on March 25th via their Coindraw system which had more criteria to meet in order to use it. I went in the chat and spoke to someone named "Julie Carlson" and asked if they needed anything further from me for this withdrawal. She said "Yes, we are missing proof of your address, please send a utility bill with your address and it must not be more than 3 months old." This was the first time they asked for proof of address, so I found it odd, but still sent over the necessary document. I got a reference number from the documents center saying they received the info. So I went back in the chat and gave them the reference number so they could expedite the process. The person I chatted with that time said that they did confirm with document center that they have everything they need and to check back in an hour to see if withdrawal request went through. So I did. I then spoke to a guy named Steven, who said I was not eligible for the Coindraw option because I am not a "regular bitcoin depositor". No where in their terms & conditions OR the criteria before I requested the withdrawal said that people need to be "Regular bitcoin depositors" to use this option. I went back through and re-read their terms and conditions multiple times and nothing is stated in it. The guy then said the withdrawal would have to be made via wire transfer and the bitcoin/Coindraw decision is final. I requested to then speak to the "finance department" and/or a manager. He said that everything needed to be done via chat and the finance department’s decision was final. I then told him them that this is a scam and I would be escalating this. His reply was "can I help you with anything else today?". 

To answer the question about bonuses- Yes, I have always used match bonuses with any of my deposits, knowing that I would need to meet the playthrough limitations first (which I did the last couple times I won). Any playthrough is usually super difficult to meet, but I gave it a go and it actually worked in my favor for once. 

I will send any communication screenshots I had with them to your email.

Thank you again,

Megan

Thank you very much, 5vc2nzh9tb, for providing the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello 5vc2nzh9tb,

This is Dominika and from now on, I will be taking care of your complaint. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Royal Ace Casino representative to join this conversation and participate in the resolution of this complaint.

Kind regards,

Dominika

Casino.Guru

Greetings all,

I have reviewed the situation and the core issue is that the winning deposit was a credit card deposit, after the win there was a Bitcoin deposit placed on top of the winning balance and the withdrawal was requested. With credit card deposit related wins wire transfer is the general method of withdrawal (though physical check is also an option), typically only wins resulting from Bitcoin deposit are eligible for Bitcoin for withdrawal. I will see if I can get Bitcoin approved as an exception however it may be denied due to the nature of the winning deposit, I would recommend contacting our service department and providing the necessary details for bank wire transfer should my attempt to get you approved for Bitcoin fail 5vc2nzh9tb.

Until there is a valid method of withdrawal on file we are unable to proceed so covering all bases would be the best course of action.

Best wishes,

Nick and Royal Ace

Thank you, Tomas, for taking the time to review the case and thank you to Dominika for taking over!

Thanks for the quick response, Nick, however it still seems extremely odd that there’s nothing stating that this is a "rule" when withdrawing your balance. How are people supposed to keep track of what they won with which deposit? And it also seems odd that the representative gave me a different excuse. Also, I have said many times now that my bank does not accept international wires…and it must be a very well know fact to Royal Ace that that’s the case for many credit unions because it states specifically when requesting a wire transfer that most credit unions don’t accept wires because you need a "SWIFT" number. Therefore, I cannot set up a wire. The push to deposit via crypto is HEAVY with Royal Ace, but they aren’t willing to approve withdrawals via that method? Come on…. All around it just seems gross and slimy for a "business" and I hope that you can get my withdrawal approved via bitcoin.

Thank you,

Megan

Dear Royal Ace Casino, could you please let me know if there has been any progress with the approval of the Bitcoin withdrawal?

Greetings all,

There is indeed a strong push (industry wide, not limited to this casino) for crypto currency as it is a much safer and simpler method of both depositing and withdrawing your funds with less information and verification involved and far superior delivery times compared to "traditional" methods such as bank wire transfer. In a perfect world all players would be depositing and withdrawing via crypto currencies however we currently have a finite amount of these currencies dictated primarily by the level of deposit by our players thus we limit crypto withdrawal to those who have deposited and have their win from a crypto based deposit method as standard. I had requested Bitcoin as an exception in your case however due to the size of the withdrawal it seems that bank wire is the only current option available to you Megan. I would highly advise following the advice and specifics given by our service department and arranging for bank wire transfer. Once we have a valid method of withdrawal on file we will be able to proceed.

Best wishes,

Nick and Royal Ace

Nick,

I spoke to a representative about this decision. And she told me that even a check isn’t available to request withdrawal because "they are having a lot of delays". So the ONLY option I have now is a wire. The rep told me I would need to open a new bank account that accepted SWIFT numbers. Then proceeded to tell me that it’ll still be up to the finance department if it gets approved. This is totally unacceptable. I should NOT have to open up a new bank account just to get paid from a casino the winnings I have won fairly. I think you can agree that none of this adds up or makes sense and I hope you can mend this situation. 

Dear 5vc2nzh9tb, unfortunately, the only solution to resolve the issue is to create a new bank account in a bank that accepts SWIFT transfers.

While you are creating the new bank account and waiting for your withdrawal to be approved, please refrain from losing the money. Thank you.

Dear 5vc2nzh9tb,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.