Royal Ace Casino - Player’s approved withdrawal has been delayed.

I submitted a withdrawal request on Sept 26. I was told by them that it had been approved on the 12th of October but still haven't received it, and the chat option is no longer offered when I sign in

Dear brandywhaley28,

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.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?
• Could you please specify which payment method you opted for and what was the last relevant communication you received from casino support?

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

Dear brandywhaley28,

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.

I think I may have withdrawn from them at one time or another but I can't say for certain. If not this specific casino then another one in the inclsve group. I have passed verification and was told by the vip concierge that my request has been approved on the 12 th of october. It also says in my account history info that the request was approved. I was playing on a monthly loyalty bonus that I get every month, and I requested a withdrawal in Bitcoin. The last time I corresponded with them was the day they told me my request has been approved, which was the 13th of October, approximately

Thank you very much, brandywhaley28, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you brandywhaley28 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Royal Ace Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Dear brandywhaley28, I was in contact with a casino representative who informed me that your winnings have been paid out. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Greetings all,

I had a look and confirm that payment was sent on the 31st of October via Bitcoin and is marked delivered in Blockchain Explorer.

Best wishes,

Nick and Royal Ace

Dear brandywhaley28,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.