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

Dear Lisa,

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 forward the actual email 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

Dear Lisa,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

I just sent a response.

Hello Lisa,

I’m sure you understand that I don’t work for Royal Ace Casino, but as one of the Casino.Guru independent employees and professionals I’m trying to help you to receive your winnings. I can't verify your account.

If I understood correctly, you've received an email from the casino in which you were invited to send a Government issued photo ID and proof of address for verification, is that correct? Are you able to reply to that email? If yes, please attach your personal documents there.

Please keep me informed.

I have tried several times. The emails don’t go through. My mail tries to send over and over. I think I’m blocked. I appreciate your help so much. I’m going to try one more time. If it doesn’t go through I will let you know.

This is the email I used. It’s the email they sent the verification to on March 31, 2021. Thank you for your help

Lisa

I have had this email for years.

Could you please advise from what email address you've received it?

What was the email address of the sender?

I believe the original email with the request for verification of email,username, payout amount and coupon code came from help@royalace.com. I have responded to and forwarded so many times it’s hard for me to tell. I’m not great at computer stuff

Oops. I’m sorry, I think I misunderstood your question. Yes the picture of the email is the one I received.

oop.. one of the email addresses is help@royalacecasino.com

Thank you very much, Lisa, for your replies. One last thing please, could you advise which email address you have used when registering your casino account with Royal Ace and how long ago your account has been created?

Thank you very much, Lisa, for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you so much for your help.

Lisa

Hello Lisa.

I am sorry to hear about your troubles.

In this situation, I would like to invite the casino representative into the case.

Casino representative: Please explain to us what happened.

I forgot to mention that it seems my emails are blocked or for some reason they don’t go through to Royal Ace.

Greetings all,

Sorry to be the bearer of bad tidings here Lisa but as you can see from the address in the screenshot this message was communicated in no way through any form of internal casino contact channel. I have also confirmed via our internal records the casino has made no recent attempts to contact you.

The username you have submitted to casino.guru does not exist in Royal Ace however your email address reveals quite a bit in Royal Ace as well as many other related brands within our system. As you are most likely aware you are a banned player on multiple infractions with no active accounts in our casino system and ineligible to play or win in any of the brands we support. As such there was no opportunity for you to play and win $4000 I'm afraid.

Unfortunately that is about as much information as I have for you.

Best wishes,

Nick and Royal Ace

The email came from Royal Ace where I have played and spent a considerable amount of money as well as at other casinos. You need to look at your records. As far as your other comments about me being banned I have no idea why. I’ve won several thousands of dollars at online casinos but never cashed them in. I always spun away my winnings. That’s something else you can research. As far as the email goes it came from your casino. I will generate proof of the email and where it originated from as well as compiling cell phone records of my playing at your casino. I am also going to provide records of my deposits to your company.

I have my old phones so I will be able to pull up email confirmations of deposits I made. You are in error especially about the screenshot of my email and stating you have no record of my playing there. That was the reason you said I couldn’t have my winnings as you thought I didn’t play.

I will be gathering proof in the next couple of days.

I would also appreciate if someone would tell me why I am banned. I’ve not collected a lot winnings over the years. I can’t think of a reason I would be banned. I will also provide record of several times I have won substantial amounts of money but not collected. This is the first time I am actually making an effort on.

I’m sending one of several messages to Petronela. I have an email from Royal Ace stating congratulations on my withdrawal request. The email was sent August 31, 2018. My username that you also said you didn’t find in your records, is also on the email from Royal Ace. You don’t seem to be very honest. I will have a lot more information.

Hey Lisa,

The global ban has to do with the hundreds of accounts you have created within our system in various brands over the years and related free chip abuse. It may be possible you deposited and had a win on an account I can't locate, that is the job of our security team. However even the most rudimentary search on my part uncovered a couple hundred accounts in various casinos using at least 3 different email addresses.

I can confirm a couple things here as I said: 1. The communication did not originate from the casino to the provided email address. 2. There is no related win nor any valid account (all banned) attached to the provided email address. 3. You are indeed a banned player, any play or subsequent win from any account related to you as an individual would be void according to our terms and conditions.

I'm in no way perfect certainly, we have highly skilled staff with far more comprehensive tools than I to do the heavy lifting on player confirmation. I also have my flaws as we all do, but if there was a valid win I would do what I can to get you paid.

That said, all these things considered Lisa even if you were to make me eat a select few of my words the fact remains, you aren't eligible to play, win, or to withdraw from us in any related casino brand. It's just the rules.

Best wishes,

Nick and Royal Ace

Then all of those casinos shouldn’t have accepted my deposits. As far as different accounts the casinos tell me if I already have an account and to go to login. I played a lot of free bonuses especially when I first started. I don’t know how I could have abused them if I didn’t collect my winnings.

Oh... I don’t have any aliases

I am researching my deposits made to your casino. If you weren’t going to let me have winnings you shouldn’t have accepted my deposits. It seems you should refund my deposits

Hello Nick.

Please send me the relevant evidence to matej@casino.guru

Lisa, the casino sent me evidence from which it is clear that you in the past created 7 accounts under your name, address (the old one - Hartford City, IN) and the same email and took multiple free bonuses across all accounts. The same pattern you did in their sister site last year.

The casino provided me with enough evidence, and I believe they had the right to ban you.

Ok. I don’t recall all of that but even if it were true I never cashed out so I didn’t understand why it would matter anyway. The fact remains that they did accept deposits from me and although Nick said not, they do have record of my username which was welcome52,

anywhere in their system. That isn’t true. I already sent documents to Casino Guru to verify that. Royal Ace rep also stated that they have made no attempts to contact me. I have well over100 emails from them with deposit confirmations, withdrawal and congratulations. They have lied to Casino Guru and to me. The final email from Royal Ace is requesting verification of $4,000 in winnings as all I need to do is verify my address.

Regardless of their accusations of my being banned. They shouldn’t have accepted my deposits. At the very least it’s false advertising, lying and not dispersing promised for winnings.

I can send all of the email and correspondence to welcome52 if you like. I will contact casino regulations and my attorney as it’s pretty clear they have no intentions of giving me my winnings. They lied(I’m being repetitive) to Casino Guru in previous posts here in this forum. Royal Ace isn’t perfect but I believe they are unfair.

I will simply go through the proper channels and let my attorney handle my disputes.

Lisa

Hello Lisa.

If you want to handle the case with the assistance of your attorney, it is up to you.

From our point, you committed fraud when you created multiple accounts and tried to abuse the casino bonus system. Only in this casino, you have 7 accounts (welcome52 is one of them). 100+ accounts in this casino group.

You caused to the casino financial loss, and they had full right to ban you from their system and confiscate your winnings.

From our end, this case is unjustified, and we are rejecting your complaint.

Understood.

Based on the conversation above, we are rejecting this complaint.