Royal Ace Casino - Player’s VIP status has been changed.

Because I have won some at this group of casinos, now my acct has been stripped of account status, benefits such as use of bonus codes, although I’m still getting emails daily from each of them, any cashback or benefit and I asked 2 people in chat, one person just went away altogether and wouldn’t answer, the other person said at first it was a computer automated feature they were looking at getting fixed in the near future but then stated later in the chat that I was basically beating the casino so they took away my privileges. How is this fair? I didn’t do anything wrong. Don’t they run the risk of losing money just like I do when they enter this business? I’m getting punished for having a few winnings, all of which have not been paid out!! I think this is wrong. If we have to follow their T&C then they should have to do the same!

I want my winnings from the other casinos and not another dime from me will they get but this is wrong! I have the chat screen messages too.

Dear Ehop1009,

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 situation properly.

Could you please specify how long exactly have you been playing in these casinos? Have you passed the KYC verification? Do I understand correctly that you have not withdrawn anything from any of these casinos yet?

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

Veronika

Would this not be discrimination against me for no reason? I was playing by their rules and now becaus I have some some and the house is losing they want to take their toys and go home basically? What happened to fair play? They entered into this knowing full well a player could win, it’s a risk they take. I think you’re wrong in this decision. You can at least use the fact they are still sending me offers but then refusing to let me use them. I honestly don’t care about the status, that’s very small to me, the treatment of how they act as if I’ve done something wrong is a MAJOR RED FLAG. and. Should be with you also. I do have pending withdrawals with sister casinos still. I neeeded those paid! I’ve been wait for the this payout since may 23. I can’t even get anyone on chat.

I'm sorry but as I stated in the previous complaints, we are unable to compel casinos to do anything about the status of their players. I'm not saying the casino's policy is fair but a loyalty program is something we cannot influence in any way.

However, you've mentioned you are not allowed to use the chat facility. Can you log into your accounts at all? What is the status of the withdrawal requests? Have they been processed or do you still see them as pending?

Please do not hesitate to submit reopen requests for complaints in the casinos where you wait for your withdrawals to be approved and paid out. However, I would like to remind you that the complaints regarding only your VIP status cannot be solved by our team.

Thank you for your understanding.

Thank you I will see what you can find you

Do I understand correctly that you're waiting for a withdrawal of $256 from Royal Ace Casino?

Yes!!

Thank you very much, Ehop1009, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem resolved to your satisfaction in the near future.

Hello there,

Thank you Ehop1009 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Royal Ace Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Greetings all,

I have reviewed the situation and I'll see what can be done to assist with payout. It may be good to confirm Bitcoin address in this situation as it has not been updated in some time.

Best wishes,

Nick and Royal Ace

Same question, here?

Greetings Ehop1009,

Thanks for that, I've updated your account to reflect the change. Hopefully we see some movement shortly.

Best wishes,

Nick and Royal Ace

How do you not know?

Greetings Ehop1009,

As an industry professional of many years I don't make promises unless it is something I am personally responsible for accomplishing entirely on my own, I work in conjunction with many various departments to resolve your issues whatever they may be. Generally I am quite effective in expediting the necessary outcome but the only guarantee I provide is that I will do my best.

That said, I can confirm that the approved payment has gone out and marked complete in Blockchain Explorer, the following and final withdrawal request has also been approved at it's maximum cashout value. It should go out for payment on it's own in the coming business days, if it does not I will assist if necessary.

Best wishes,

Nick and Royal Ace

Dear Nick, Thank you very much for the update. We will keep this complaint open until Ehop1009 confirms their withdrawal has been successful. Please keep me informed about any further developments.

I did receive one, waiting on the other.

Dear Ehop1009,

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.

Still have not received this money. Can’t get anyone on chat. Got an email on jun 19, and 20th that said my acct was being reviewed and and in 5 to 7 days I should see see receiving the money, it’s June 29 and I don’t have it yet!

Greetings all,

Payment was sent to the Bitcoin address confirmed above on the 15th and 20th of June.

Best wishes,

Nick and Royal Ace

No, this was sent to me on the 15th and 20th. Nothing else since.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Greetings all,

Apologies, I am abroad on holiday at the moment but will be logging in remotely for office hours quite soon. Thanks for your patience.

Best wishes,

Nick and Royal Ace

Nothing still has been received. Chat can give no answers and nothing was deposited even closely on those days on Bitcoin and no emails from the casino since. I want all my money back if my winnings are not going to be paid out.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

That’s it? My winnings they just get to keep?

Got another message from the casino my acct is still being reviewed before the payout is sent. This was sent last week so they have not sent any payment.

Greetings all,

Thanks again for the patience, I had the opportunity to once gain review the situation at hand and can confirm one again the total remaining outstanding payable balance ($200) had been sent to (delivered, and the funds withdrawn from) the Bitcoin address provided above in two payments of $100 on the 15th and 20th of June. The transaction record is available to all concerned parties on Blockchain Explorer.

Best wishes,

Nick and Royal Ace

No it wasn’t

Dear Ehop1009, I was in contact with Nick and received confirmation that the transaction went through, I have also checked the Blockchain Explorer and the funds have arrived at the Bitcoin address you provided on the given dates as you can see here: (the attachment will be set as private so only involved parties can see it)

If you could provide evidence that you have not received the funds please provide them either to this thread or to my email (peter.c@casino.guru). Thank you in advance!

I don’t have any deposits on or around that day.

Can you provide a screenshot of the transaction history of your wallet to the thread or my email (peter.c@casino.guru) so we can see that you have not received the funds?

Thank you in advance!

You can close the account. It went to my other Bitcoin wallet!

Dear Ehop1009,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter