Royal Ace Casino - Player's subsequent withdrawal requests denied.

Hi! I was playing with this casino last year and won the jackpot on a game. The jackpot was around $5500. I had to submit multiple withdrawals due to the amount. I submitted one through Coindraw for $1900. The rest I submitted through Bitcoin since I would have reached the maximum withdrawal limit for Coindraw for the month. The Coindraw withdrawal for $1900 was approved and sent to my account 1 week later. I was nervous that the total amount wouldn't get approved, but onxe that first one was approved, I thought I was guaranteed the rest of the money. I had to wait another week for the Bitcoin withdrawals and then they were denied. I chatted with customer service and they said that my account mixed funds from a coupon and due to this, they have me the first withdrawal as a courtesy but then denied the other withdrawals. I don't think that is fair because they didn't look at the withdrawals at the same time, or I wouldn't have had to wait another week for the Bitcoin withdrawals to be denied, they would have denied those at the same time they reviewed the Coindraw withdrawal and they didn't. I was a regular customer at this casino and put in a good amount of money to have a jackpot win taken away from me. I was so sure I was getting the rest of the money that I already made a few purchases with just waiting for the payout.

Dear jessicacantello319,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Royal Ace Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please provide a more detailed timeline of your withdrawal requests and deposits made to the casino?
• Have you accepted any bonuses in the casino while your payouts were pending?
• If you saved any correspondence with the casino regarding the issue please forward it to my email at tomas@casino.guru

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,

Tomas

Dear jessicacantello319,

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.