The player from Mexico had her account blocked after transferring $30 and attempting to withdraw $300 in winnings. Despite repeated attempts to contact the casino, she received only unfulfilled promises of a response within 72 hours. We requested the communication between her and the casino multiple times, but she did not provide it. Due to the lack of cooperation, the complaint was rejected.
Royal Ace Casino - Player’s account has been blocked.
Amount: $321
Royal Ace Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.7
Royal Ace Casino has a Safety Index of 6.7, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Other
REJECTED
Case summary
4 months ago
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5 months ago
Translation
My account was blocked, and I verified my account to be able to withdraw my winnings of $300. I made a transfer of $30, and it no longer allowed me to keep playing when they blocked my account. I've tried to get in touch, but there’s no way to do so except by email, and they've only responded saying that they will get back to me in 72 hours, which they haven’t done. I believe this is a scam.
Automatic translation:
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5 months ago
Dear gabriela664,
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 advise when your account was created?
- Did you accumulate your winnings with or without an active bonus?
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.
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
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5 months ago
Translation
It was 05/20/2024 when I opened the account, I had a bonus when I collected the amount of 299 dollars and deposited 30 dollars
Automatic translation:
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5 months ago
Thank you very much for your reply, gabriela664. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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4 months ago
Dear gabriela664,
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.
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4 months ago
I asked you three times to provide me with the communication between you and the casino and you failed to provide it. I apologize, but without your cooperation, we are unable to proceed with this complaint.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
