Royal Ace Casino - Player is struggling to withdraw her winnings due to unfinished KYC process.

They have jerked me around claiming I haven't sent info to send my money. That I paid for with deposit to play. Multiple times. I prove to them I have. They keep jerking me around saying the same shit. Refuse to answer phone. Refuse to stay on live chat. Pieces of shit. I want my fucking withdraw.

Dear Claice,

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. None of the serious and licensed casinos takes KYC lightly and it might take few working days completing this thorough procedure. If all the data is correct, there should be no reason for the casino to delay your withdrawal. Could you please advise how many days ago you have requested your withdrawal and started the verification process? Did you receive any clarification from the casino which document has been missing and preventing you from completing KYC account verification? Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Dear Claice,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.