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

Royal Ace Casino is cheating me out of $400.00. I have been using credit card deposits with no problem. I had to set up a bitcoin account at the Casinos direction because my credit Union bank does not have access to international deposits. I have been doing this for awhile no problem now they are telling me they are not doing this any more unless I deposit with bitcoin they took my money ok. I have been speaking to them several times and was told they would expedite it. Know today they decided. They can’t pay me because I used a credit card and not bitcoin. So the $400 I won can not be put in my bitcoin account. What a bunch of cheats.

Dear brieyes70849,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you made successful withdrawals via bitcoin in the past? Also, do I understand correctly that you have not made any bitcoin deposits so far?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

You are correct on both it was a live chat and I as you can see my withdrawal is still showing pending since 3/9/23 and here it is 3/26/23 and they have not processed it yet. I have used my credit card and debit card. It was under their direction I open a bitcoin account so I could have a way of withdrawing my winnings. I have never used bitcoin to deposit with them. Also checked my bitcoin account and Royal Ace deposited six times into my bitcoin account

Thank you for your reply, brieyes70849. Could you please clarify whether the casino confiscated your winnings or just refused to process the pending withdrawal?

When did you make the last successful withdrawal via bitcoin, please?

Additionally, I have not received the communication between you and the casino. Would you be so kind as to forward it to me, if possible? Thank you.

The last 2 deposits in bitcoin were

11/19

10/16

from Royal Ace casino

I’m very sorry but you haven’t answered all of my previous questions. Please check my last reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

Dear brieyes70849,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.