Royal Ace Casino - Player’s struggling to complete account verification.

Yea Ive been trying to withdraw for over two weeks now but it keeps saying I need to verify myself but I've sent in my documents 3 times and I never get a response

Dear Kloudn9ne,

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. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

Yes I provided my driver's licence as well as a bank statement for my address dated this month . I sent the first email with my documents Sept 6th yes both were scanned and pdf form

Thank you very much for your reply, Kloudn9ne. Before proceeding with this complaint, 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.

Ok I'll send over the emails that I've sent to them already . They sent me one back saying my case number is 151716851 but that was the one and only response I've gotten. The phone number to support is a broken

Kloudn9ne, unfortunately, I have not received any emails from you yet. Could you please forward everything to me so we can move forward with the complaint? Thank you.

Thank you very much Kloudn9ne for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Kloudn9ne,

I will assist you with the complaint from now on. I went over the details of the case and I will do my best to help you. First, I would like to ask the representatives of Royal Ace Casino to join the discussion in order to help us resolve the verification issue.

Royal Ace Casino,

Would you be able to provide feedback on the documents Kloudn9ne provided? Do you require any additional documents or are the documents already provided to you sufficient?

Greetings all,

For the purposes of account verification non-depositing players must provide proof of identity in the form of a valid ID card (front and back) no further than 60 days from expiration and a valid utility bill no older than 90 days from issue with an address matching the registered address within your casino account. Make sure the utility bill is complete and shows all of the valid information (not folded as in this case).

I've reviewed the documents submitted and none of them comply with any of the necessaries Kloudn9ne. Once you have submitted the necessary documentation let me know and I'll have it reviewed as quickly as possible.

It is worth noting that the win in this case was on the 2nd consecutive no deposit bonus. Unfortunately according to the terms and conditions of the casino and the bonus itself only one no deposit coupon is allowed without a cash deposit in the middle, in this case all current funds are not valid for withdrawal.

Best wishes,

Nick and Royal Ace

this is currently posted on my dashboard it says proof of identification (does not say front and back ) and says proof of address (does not say size or format of documents required ) . And the winnings was from my first time visiting your site so i apologize but that information is in accurate just like the information that's currently displayed on my screen is in inaccurate. I received a confirmation email but if my documents and withdrawal was invalid that's very important information that should have been brought to my attention. You can't play if you don't have a positive balance. The withdraw button is disabled until you complete the requirements ..I think if my withdraw was invalid the system wouldn't show a withdrawal being eligible

Hello all,

thanks for the clarification of the situation to both parties.

According to the general terms, section No Deposit Bonuses (Free Chips, Free Spins) found on the casino's website https://www.royalacecasino.com/terms/

4. 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.

Nick and Royal Ace,

Could you explain if the winnings were generated from the first or the second free bonus? Is there any rule that prevents players from withdrawing the winnings from the bonus, which was redeemed first?

Kloudn9ne,

As Kristina previously mentioned, KYC is a very important process, during which the casino makes sure that the money is sent to the rightful owner. I encourage you to provide the casino with the requested documents, under the specifications the casino representative has requested. Please provide them and let us know about the result.

Greetings Tomas,

I have sent you a copy of the account history for review, as you will see in this case the win was generated on the 2nd consecutive free chip after "bonus balance conversion" i.e. player completion of playthrough requirements on the bonus in play.

Best wishes,

Nick and Royal Ace

Thanks to Nick and Royal Ace for the provided evidence.

I can confirm the account history shows, the balance of the first bonus (a 30$ chip) wasn't withdrawable and the balance was reached after the second bonus (25 free spins) was wagered and winnings achieved.

Kloudn9ne,

let us know if you need any assistance with the ongoing verification. We'll keep the complaint open until you confirm your account is verified, or in case you require further assistance.

Dear Kloudn9ne,

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.

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.