The player from the US claimed that his account had been suspended after he requested a $695 payout. He expressed dissatisfaction and urged action against the casino. After we reached out to the player for additional information necessary for the investigation, there was no response from the player's side. Therefore, we had to reject the complaint due to the lack of cooperation from the player, which prevented further investigation into the issue.
Royal Ace Casino - Player's account suspended after payout request.
Amount: $110
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
Player stopped responding
REJECTED
Case summary
11 months ago
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11 months ago
These guys are crooks they now got me for 695.00 dollars that I've won ànd asked for cash out and had my account suspended when I asked for my payout and I even deposited using bitcoin they are a cold price of work I recommend that your ont play in this casino there are way better ones like every other casino on the market. This is the worst and I imagine the sister company's are just as bad someone please shut them down or call the gaming commission and take them off the internet net these folks stoled my money and I'm sure others have said the same. So im asking the internet providers not let these casinos owner for royal aces do this to hard working Americans. And if they don't shut them down then you are just as guilty as being crooks as they are. And then your company will be looked at as well as being in business with them.
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11 months ago
Dear ammarketing919,
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 how long ago you registered your account and if you’ve completed the account verification successfully?
- Which games you’ve been playing (live casino games, slots, or sports betting)?
- Were your winnings accumulated with or without an active bonus, please?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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11 months ago
Dear ammarketing919,
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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11 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
