Royal Ace Casino - Player’s struggling to withdraw her winnings.

I have a similar issue with raging bull casino and have started a formal complaint here as well. I have no acceptable options for a withdrawal with these casinos. They won't make a bank wire transfer as my only bank is a credit union even tho they have a swift number and I have confirmed they will accept international wire transfers. They told me a check is not viable and because I didn't make the deposit in bitcoin they won't make the payout to my bitcoin wallet. They are suggesting I open another bank account with a diff bank that accepts international wire transfers however they refuse to give me a list of acceptable banks and I question if this will even work as im afraid they will pull something on me Luke requesting 3 months of bank statements abd i woukd not have gotten my winnings with this new account so it woukd seem that I am getting ripped off. I'm not happy as I have 4750 sitting in limbo with raging bull for the exact same problem. I appreciate your assistance. Thank you.

Dear Jennifer,

Thank you very much for submitting another complaint. I’m sorry to hear that you’re experiencing the same problem with different casino.

Please understand, that a variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers and bank restrictions, all have a major influence. If a payment method was available for deposits it doesn’t necessary means that it will be offered for withdrawals too.

We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please confirm that your account has been fully verified? Have you been offered any alternative method to place a minimum deposit and withdraw your funds?

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

Yes fully verified and when i asked about other options my response was no there are absolutely no other ways accept for me to go and open another bank account in which they continue to refuse to even tell me tbe names of those banks they will accept. And even then I'd assume they woukd request bank statements that I wouldn't have or a deposit made from said new account in which my original winnings wouks not have been made anyway. I read previously resolved complaints where they were able to use bitcoin even if the winnings weren't made by bitcoin. I'm just getting excuse after excuse with no real meaning behind ir in attempt to not pay me. My brother in law is a lawyer and if this doesn't get resolved I intend to take this further. I just want what is fairly mine and I have evidence to prove it. Thank you.

Thank you very much, Jennifer, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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.

was wondering if you maybe had a list of banks that will actually let me open an account and accept an international wire transfer the next daY and what my guarantee woukd be that they won't make me have 3 months bank statements plus the fact that my original deposit will have nothing to do with this new account and I've seen past resolutions from thud casino depositing into bitcoin acts even if they didn't make the initial deposit into the casino with bitcoin. Why cant they do that?? Their website says if none of the options they list will work for a deposit to let them know and they will offer other suggestions. So again i ask is opening up some bank account going to resolve this innings? Abd If so wherenl do u recommend I open said account

Hello Jennifer,

I looked at your complaint and will do my best to help you. I would like to invite Royal Ace Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

Greetings all,

As I replied to the other situation in question I can see you are directly in contact with the payouts team Jennifer, they have offered to vet the available banks for you. Give them a list of your local options as they requested and they will look into whether those banks are viable for you or not.

In general just follow their instructions, communicate, and once we have a payout method for you on file I should be able to move things along for you if necessary.

Best wishes,

Nick and Royal Ace

Dear Jennifer,

please follow Nick's instructions and let me know about your progress.

That is the problem. I don't really habe other banking options other than the one credit union I have. If I knew what banks woukd work I woukd find a branch and do this. This is a ridiculous solution when i know damn well u can use bitcoin for both payouts

I just opened up a US bank checking act. Will this suffice

Hey Jennifer,

As I had mentioned previously our Payouts Department was more than willing to review the banking options available to you in order to avoid any issues moving forward but in this case we are in luck, I checked into it and there should be no issues with using US Bank as a withdrawal method.

Please complete the necessary information in the format submitted by the payouts department and we can hopefully get things moving for you.

Best wishes,

Nick and Royal Ace

I received a reply in my email requesting that I have a transaction history before u will do a payout. As I stated I opened this account for the sole purpose of receiving my withdrawals. Hiw much of a transaction history are u going to now require of me...I was afraid of this ...another stall tactic.

Hey Jennifer,

We've already made it through the tough part here, thanks so much for your cooperation in the matter. I have already pushed through your first approval with our sister brand and will be following that out the door for you as quickly as possible. Just be patient, bear with the process, and we'll get some nice green cash in your pocket.

Best wishes,

Nick and Royal Ace

Dear Jennifer,

let me know when you'll receive your money.

So far nothing I will keep you posted. Thank you.

Again nothing has been received so far through today

As of this morning still nothing.

Where is the problem, Nick?

Still nothing today. This is absolutely ridiculous making me chase this money fir this long. The hoops I was forced to jump thru just to be ABLE to qualify to receive the winnings and now I've gotta chase it around and remind ur own staff what your policies are??? What is THAT really about, seriously??!!

Hey Jennifer,

Payment for your withdrawal on Royal Ace was released to our 3rd party yesterday (March 11th), as with your previous withdrawals it is generally between 3 and 10 business days on delivery to your bank account once paid out by the casino.

Best wishes,

Nick and Royal Ace

Dear Jennifer,

let me know when you'll receive your winnings, please.

Why did they take additional money decreasing it to 904 plus 12.50 as it originally was reduced to 919 from 1000? I have not yet received the money I will let this thread know when this happens. Thank you ver much for your help.

I still have not yet received anything

Still nothing today

Jennifer,

there is no need to let me know that you have not received anything. Nick mentioned that it was released on 11.3.2021 and it could take up to 10 business days to reach your account. Please, let me know IF you'll receive your money.

Excuseeeeeeee me

I have received my payout. U can close this out as resolved, thank you

Dear Jennifer,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru