Royal Ace Casino - Player’s bonus winnings have been voided.

Dear Harvey,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked general terms and conditions, and this is what I found https://www.royalacecasino.com/terms/:

"Players cannot redeem multiple free bonuses consecutively. If you have redeemed one No Deposit Bonus and are subsequently offered another one, a real-money deposit needs to have been made in the interim for you to be eligible to withdrawal the second No Deposit Bonus."

I understand not all the players read the Terms and Conditions but that’s exactly what I would recommend strongly before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.

Additionally, please bear in mind that if you’ve accumulated your winnings from Free chips solely, the maximum cash out would be applied, and your winnings capped significantly.

"Unless otherwise stated, the maximum withdrawal amount from any No Deposit Bonus is 1 time the face value of the bonus, with a minimum of $100. All free chips valued below $50 will come with a cash-out limit of no more than, nor less than, $100."

If you are aware of redeeming more than one Free bonus without placing a deposit, sadly, there is not much we can do to support your case at this time.

However, please do not hesitate to forward your cashier and bonus histories to petronela.k@casino.guru if you feel that you’ve been accused mistakenly.

Thank you in advance for your reply and understanding.

Best regards,

Petronela

Sir i would like to ask for consideration please ,i thought wagering is done so i can withdraw it already after they took the wagering percentage.why they didn't informed me sir that ,in order for me to withdraw my winnings ,is i need to deposit,i am thinking that moment ,need for me to deposit since i have big amount on my balance,in the first place sir they shouldn’t allowed me to withdraw my winnings since i haven’t deposited yet,infact when i withdraw the 12,700 they approved it ,i thougjt everything will be fine,no one informed me or emailed me that i need to deposit before i can withdraw my winnings.sir please help me i didnt know everything about it and they haven’t informed me then,its a big amount and it is a very big help to my life.thank u so much and i appreciated everything sir.

Hello Missyace124,

Please bear in mind that if you’ve accumulated your winnings from Free chips solely, the maximum cash out would be applied, and your winnings capped significantly.

"Unless otherwise stated, the maximum withdrawal amount from any No Deposit Bonus is 1 time the face value of the bonus, with a minimum of $100. All free chips valued below $50 will come with a cash-out limit of no more than, nor less than, $100."

Additionally, there’s an important principle that says, "ignorance of the law is no excuse". It means that you can’t defend your actions by arguing you didn’t know, or nobody told you, they were illegal or forbidden, even if you honestly did not realize you were breaking the rules.

Please let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint. I really wish I were of more help. Thank you.

By the way sir i forgot to mention,while i’m playing and kept on hitting and winning , theres always bonus like it says congratulations you won 10$,or 5$,or 2$ to a any particular games like example, congratulations you won 15$ bonus in Asgard when you reach 200 spins it always prompted in my screen it happened many times while playing and winning. some of them i press x but most of them i claimed, i wasn’t aware or don't have any idea that claiming multiple chips was prohibited they shouldn't offered me then, right sir? Thank u so much for helping appreciate much.sir when i won big, they took already what we called their part or how do we call that the remain money in mu balance i continued playing till i reach 12,700 i just didnt deposit because i still have lots in my fund and i dont know that i need to deposit they didnt informed me that when i’m about to withdraw in fact they accepted my withdrawal request therefore i assumed it was all good, theres no rules i broke.

Thank you very much, Missyace124, for your reply.

I'm truly sorry but when you say you haven't breached any rules, I can't agree completely. Redemption of consecutive free bonuses is forbidden.

And even if you have redeemed one No Deposit bonus only, your winnings wouldn't have been approved in the full amount of $12,700 but reduced according to the maximum cashout rule at $100.

Please let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint. I really wish I were of more help. Thank you.

Greetings all,

I've reviewed the case extensively Missyace124 and unfortunately in this situation you are not eligible for a withdrawal of any variety. In fact the infractions on your part and subsequent interactions with our service department have lead our security team to revoke your player status in Royal Ace and all of our sister brands.

As to the withdrawals in question only one bonus chip (in this case your welcome chip) is allowed per player between deposits. You had your welcome chip then redeemed an additional free chip which was the source of the requested win rendering the win ineligible for withdrawal.

In addition, only one account per household per casino is allowed. At the time of your win you had 4 accounts under various email addresses opened at various times for the purpose of free chip redemption with no subsequent deposits.

All deposits post-win (i.e. all deposits) have been refunded and should register in your bank account once cleared by your bank.

Apologies that I couldn't provide better news in this case however our terms and conditions are quite specific regarding these things.

I have forwarded supporting documentation to the casino.guru team for their review.

Best wishes,

Nick and Royal Ace

Hi,

good day to all of us. To royal ace representative, with due respect sir , i understand if i broke one of casino’s term and condition which i sincerely say that i am un aware of it . What made me felt so bad , stressed , and depressed is , you allowed me to win that big . No one ever informed me , in fact still you kept sending me free bonus amount like 10$ , 15$ , etc while i am playing and kept winning. Here I am so naive kept on claiming most of it , every time it prompted on my screen . The reason i claimed that? Its because it distracted me from playing and winning, in fact i didn’t need that bonus coz i have thousands on my balanced, i claimed it just to get rid of it right away.For that alone sir for me it sounds your fooling me , or finding me a mistake , its so hard to believe it was just by accident. I am hoping you will give me consideration even by paying me some part of my winnings it will be appreciated . Thank you and more power.

respectfully,

harvey o***

Dear Missyace124,

I'm truly sorry, but you have admitted to redeeming multiple free bonuses, therefore, I'm sure you understand that your winnings, which would be no more than $100, won't be granted.

Additionally, you have been accused of opening multiple accounts and claiming several free bonuses which only add to the problem.

However, even without multiple account accusation, we won't be able to help you since you are aware of claiming several No Deposit promotional offers.

Please let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint. I really wish I were of more help. Thank you.

Hi sir,

good day , first and foremost i’m not aware of claiming if multiple amounts is not allowed if i only knew why should i claimed it if i am already winning , i have thousands of my balance, the reason why i claimed some of it was to get rid of it from my screen , because it kept prompted ,it really disturbed me from playing. And if claiming bonus were not allowed sir why it keep prompted in my screen? Looks like it was just ok to claim,or you are trying to temp the player to claim it in order to void his winnings ,specially like that doesnt know about it.and it happened to prompt or appear in my screen when i’m starting to win big, what do you call this sir? Just a co incidence? Where’s the fair play here? Isn’t it nice?

There’s an important principle that says, "ignorance of the law is no excuse". It means that you can’t defend your actions by arguing you didn’t know they were illegal or forbidden, even if you honestly did not realize you were breaking the rules.

Once again, please let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint. I really wish I were of more help. Thank you.

Hi sir,i have a question ,why is it that you kept sending your player a bunch of free cash bonus while he is playing and kept on winning like me? Not just simply sending it, it really prompted on the screen, which covers the game i played .it will really get the attention of a player,and so disturbing and annoying ,and in the first place you know it was not allowed to claim multiple bonus as what you’ve said,but you guys keep on sending it to a certain player that is winning .It is really the strategy of your casino if someone is winning?

I absolutely agree with you. It would be ideal to send promotional offers only to players who are eligible. Unfortunately, emails can be generated automatically or sent by a third party. My only recommendation would be to check with the customer service before redeeming any bonus, that way you will avoid any misunderstanding in the future.

I'm sorry I couldn't be of more help in this specific case. Please let me know if there's anything else we could try to help you with, otherwise, I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Dear Missyace124,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Hi sir, so what i’m gonna do i think they are not willing to give even some if my winnings, so dis appointed

Unfortunately, I'm afraid you are not eligible for any of your winnings.

After gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with any other casino. We are here to help.