Royal Ace Casino - Player’s struggling to withdraw her winnings for more than four months.

I finished wangering with the winnings of $116.19 on May

And when i contact live support agencies nobody answered me even my emails.

And during August i tried again to send an email they told me to send KYC documents which i sent.

And they told me that they'll revert back to me,even today nobody came back to me and I've sending emails but they kept on turning blind eyes on them.

They don't even reply my emails

Dear Bernard ,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal 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. None of the serious and licensed casinos takes KYC lightly. I would suggest contacting the casino and find out which documents are needed and provide them in best possible quality, correct format and as soon as possible. If all the data is accurate, there should be no reason for the casino to delay your withdrawal.

Could you please advise if you have you deposited any funds into your account, or the winnings were accumulated from a free bonus?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear Bernard,

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.

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.