Royal Ace Casino - Player’s struggling to withdraw No Deposit bonus winnings.

I was playing on free spins and won 4000$they send me an email stating that I have won and I must verify winnings when I press on verify it immediately says bad request than I emailed the Casino and told them about me being unable to claim they send me a email 30minutes later saying they cant connect my acc to the email address I use it seems when I opened my acc I was using another acc of which I informed them that this has always been my email address I used hence they send me a message to this email where did they get my email address if I registered with another email address since this last email I have not received any other email from them

Dear Tiena,

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 it correctly that you used to have a different account in this casino? Have you redeemed any free bonuses previously? Which exact bonus you have activated and played?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. 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

No I have never used a different email to this one I have played on the free spins that they have advertised and this is my first win ever this is the email they used to send my winning email to

I’m very sorry, Tiena, but your case is still unclear to me. Could you please specify if you have deposited any funds into your account or your winnings have been accumulated solely from Free Spins?

I have checked general terms and conditions, and this is what I found https://www.royalacecasino.com/terms/:

"Unless otherwise stated, the maximum withdrawal amount from any No Deposit Bonus is 1 time the face value of the bonus, with a minimum of $100. All free chips valued below $50 will come with a cash-out limit of no more than, nor less than, $100."

How much is your active balance currently, please? 

I did not make a deposit I solely bet on free spins and I am now unable to access my acc it says username and password incorrect

I was given 100 free spins and that's when I won the 4000$

Thank you very much, Tiena, 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.

However, I would like to warn you, that from what you have described, I believe that you will be entitled to maximum cash out $100 only, if any. 

Hello Tiena,

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

Hey all,

I am unable to locate a user account with the email or username provided Tiena. Could you please double check, without valid login credentials I can't look into this for you.

Best,

Nick and Royal Ace

Dear Tiena,

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 forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.