Royal Ace Casino - Player is struggling to pass the KYC.

My girlfriend 2500 bucks us on March 4th and since then we send all the paper that the ask for and they said they would contact us within 5 days we never add any answer back from them every time we send them a message saying where's our money and stuff like that they always send up a confirmation number of the message we send and they say they gonna contact us within 5 days is there anything that we can do for that

Dear Gillisland,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. It can take a few days to review all the details from provided documents.

Do I understand correctly that this was your first attempt for a withdrawal? Which documents have you already provided, please?

Additionally, if there is any other relevant communication between you and the casino (except for the attached screenshots), please forward it to kristina.s@casino.guru.

Thank you very much in advance for your reply.

Best regards,

Kristina

I don't understand what this means

Thank you very much Gillisland for your reply and email. I will now transfer your complaint to my colleague Nick 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.

I would like to ask Royal Ace Casino to join us and help us resolve the player's issue.

We would like you to assist us because we are French and we do have some issues with some terms and technically of form ting like that tank you very much hope to ear from you soon

Greetings all,

I had a good look and there is no account under the username provided within our system, the username you provided to livechat in the screenshot above also belongs to another player. Looking a bit deeper there are multiple accounts attached to the email provided both in Royal Ace and other casinos within our network. These accounts are banned for multiple free chip and multiple account abuse.

All related deposits have been refunded and will be returned to the bank account they were issued from.

Unfortunately there is nothing I can do to assist here.

Best wishes,

Nick and Royal Ace

Dear Royal Ace Casino,

Could you please send us some information proving your statement? Please send it to nikolas.b@casino.guru. Looking forward to your answer.

Dear Gillisland,

We have received proof from the casino showing that you have really created multiple accounts in the casino which is strictly againts the terms and conditions. In a case like this, the casino has every right to close the player's account and as the deposits are refunded to your account, we consider this case as rejected.

Please always read the terms and conditions and if you are not sure what some terms could mean, ask for an assitance. Never deposit into an casino unless you are fully aware of their terms and it could help a lot if you would verify your account before even making any deposit. The complaint will now be closed.

Best regards,

Nick

Casino.guru