Royal Ace Casino - Player’s winnings have been confiscated.

These are a bunch of scammers they make you win on bonuses and wagering when you are about to withdraw they ask u to deposit 10 dollars which ends up being 30 dollars they promise that you can withdraw it together with you're winnings after u deposit they withdraw all you're monies for themselves transaction history says withdrawn by manager total scammers

Hello fanandala,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Royal Ace Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? What kind of bonus did you use exactly? Since when is the issue ongoing? When was the last time you spoke to the casino and what was it about - did you receive any explanation from them?

Looking forward to your answer.

Regards,

Nick

Yes I was fully verified been with them since 2023 as a freeplayer I deposited first tike this year 2024 that's when they took my funds,my issue happened 2 days ago I deposited $30 and same day my funds were withdrawn by the so called manager.

Today 12 Feb 2024 they just credited my account with my $30 as a bonus and $10 real balance instead of my $30 what's worse is that they removed my verification and want me to resend my bank card as verifying method this time instead of what I was asked for last time where they wanted identity card and $30 as verification method.

Multiple bonuses winnings were at $400

Find attached screenshots of transactions

Now they saying I just take back my money $30 forfeiting the $400 but I must be reverified using my documents and bank card eventhough i was fully verified yersterday,can I trust my personal bank details with such dodgy characters ??? Should I resubmit my documents n risk being scammed again somehow



Hello fanandala,

Did the casino explain the reason of voiding your balance? Did you forward them any documents for verification since?

It is entirely up to you whether you want to send them any documents but without it, you probably won't be able to withdraw and they might even close your account if you refuse to verify.

Please let us know regarding your next step.

The funds are all gone now as it stands Mt account is 0.00 so I'm not confirming with scammers who stole my money

Hello fanandala,

Can you please answer to my previously asked question? Did you refuse to verify your account? Was the balance lost by you or voided by the casino?

Dear fanandala,

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.

My account was fully verified they deleted my verified status and now they say I never deposited

Thank you fanandala for all the information provided. I will now forwarded your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, fanandala,

I am sorry to hear about your problem. I will contact the casino and try my best to resolve the issue as soon as possible. However, before I do it, I would like to ask you a very important question.

Has your deposit of $30 been already refunded/credited to your payment method?

Please, check the transaction history of the payment method you used for the deposit and let me know.

Used my card, transaction history is on pictures I posted here.

It does not matter now, fanandala.

Can you check your payment method transaction history (not the casino account transaction history but your bank account transaction history) and confirm if your $30 deposit has been already credited back to the used payment method or not?

It's not credited back

Alright, let's ask the casino representative for the details.

Dear Royal Ace Casino,

Based on the transaction history above, can you please confirm we are talking about winnings from more than 1 no-deposit bonus used without making a deposit(s) between them?

If so, will the user's deposit be refunded or was it used for playing at the casino/lost?

If the deposit should be refunded, what is the estimated time frame for processing the refund?

Winnings including my deposit of $30 were taken,this issue is about you reimbursing my $30.

$400 winnings you can keep if that's how you're scheme works

Dear fanandala,

From your transaction history, it is clear that you played with 2 or more no-deposit bonuses, which is forbidden in this type of casino, and we accept such rules if we are talking about free money given by the casino. So, if the disputed winnings were accumulated in such a way, the winnings are invalid. Therefore, I asked you about your deposit of $30, which should have been returned to your balance or refunded back to your payment method.

So now we would like to find out where those $30 are, or what happened with them.

That's my question also why are they not in my royal casino account and why they not returned same way I deposited???I'm also wondering

Greetings all,

I attempted to review the situation however the credentials provided (in this case email address) is not connected to an account within Royal Ace. Could you please provide your registered email address or username fanandala? I'll be happy to look into it and assist if possible.

Best wishes,

Nick and Royal Ace

Dear Nick and Royal Ace,

Is that enough for you to review the situation?

Do I understand correctly the user has (at least) 2 accounts in Royal Ace Casino?

I think that the disputed one should be the email without a dot, and the disputed amount represents a deposit. If so, what happened with that deposit?

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,

Thank you, I was now able to find the account and review it. The withdrawal was indeed denied for multiple consecutive free chips, the cash deposit was then re-deposited as cash into the casino and played to zero by the player.

Supporting documentation has been forwarded to the casino.guru team for review.

Best wishes,

Nick and Royal Ace

That's a lie your manager took it $30 stop lying check in the attached transaction history of my royal ace casino account attached amounts kept being chifted until they disappeared

Dear fanandala,

But in your screenshot(s), I can see that there was one deposit of $30, and then, less than 2 days later, there was again a Promo Credit Deposit +$30, which seems to be your restored last deposit. What happened with those funds credited to your account as the Promo Credit Deposit of $30, please? Did you spend them playing or where did they disappear? Did you ask the casino support for an explanation after those funds were credited to your balance, or did you start solving it after losing those funds?

Please note that I also asked the casino representative for further details outside of the thread, and if it is supported by sufficient evidence that those funds were lost by playing, I am not sure how can we help you further in resolving your issue. However, I am also currently waiting for more details from Nick outside of the thread. So I will let you know once I know more.

Don't know what happened to them amounts kept changing the repeating amount kept changing names until it was written as promo wen I asked why don't they return it back into my card /account they just ignored me

Alright, so as I mentioned, I will wait for additional details from Nick outside the thread.

I am setting up the timer for Nick and Royal Ace.

Greetings all,

I have provided additional information privately which should clarify the situation. Let me know if anything else is required Branislav.

Best wishes,

Nick and Royal Ace

Dear fanandala,

So, your deposit was credited back to your casino account because it was mistakenly removed earlier with the invalid winnings. It is shown as a "Promo Credit Deposit", but in one of the screenshots you provided above, I can see that the balance was withdrawable or visible in your cashier as a "real balance", so it was very likely possible to withdraw it without further gaming activity.

But, there is also another problem. It looks like even your deposit was unsuccessful and the casino was not able to collect it. It did not reach the casino's payment method. Therefore, also your deposit was considered invalid.

Can you please provide us with a detailed bank statement of the successful payment - the deposit in question? It would be great if it could be an original .pdf file with all the necessary details (your personal details, payment method details - card number - last few numbers, details of the receiver, date and time of the transaction...).

Additionally, can you also contact your bank or payment method provider, ask about this specific transaction (deposit made to the casino), and provide us with the complete communication where it is confirmed that the Master Card deposit was successful?

You can post screenshots here, with your next response, or feel free to send me all the requested details to "branislav.b@casino.guru".

Looking forward to hearing from you.

The promo monies wasnt withdrawable period i tried it required a bigger sum in order to withdraw back into the card,

its been weeks 😪 😢 😞 lets just accept that its not all that glitter thsts gold sometimes its only the house that wins.

Im glad my case was given attention it will give others the confidence to come speak up against any bogus casino

Dear fanandala,

Yes, bonus money was not withdrawable, but the returned amount of your real money deposit that was previously (mistakenly) voided should have been withdrawable. However, as was explained, the problem is that the casino has not received your deposit so far.

Do I understand correctly that you cannot provide me with the documents/details requested in my previous post?

If you could provide it, we can ask Nick for a deep investigation again.

Deposit bonus wasn't withdrawable it required me deposit $20 ontop before withdrawing...im dumbfounded how can i get positive response thst i deposited and then todzy im told that i didnt Deposit???like really ????so if my transaction history on website isn't enough proof then i excuse myself dont want get scammed by u lot further its fine im done

Dear fanandala,

The situation was explained.

Yes, the bonus was not withdrawable. However, you are talking about the moment when the bonus funds/winnings were available in your balance, and you were requested to make a deposit. At this point, the casino did not know about the consecutive no-deposit bonuses you used to accumulate the winnings.

After you made a real money deposit (made a withdrawal), the casino reviewed your transaction history and gaming history and found out about consecutive no-deposit bonuses without making deposits between them (a breach of the bonus rules). Therefore, they confiscated your winnings. They should have left your initial deposit in your balance, but they mistakenly confiscated your deposit too. Later, they discovered the mistake, and they manually added your real money balance deposit to your account - this one should have been withdrawable. However, the casino's 3rd party payment provider/processor informed the casino that your real money deposit did not reach the casino's payment method (I will explain), which means it was unsuccessful for some reason, and there was no real money deposit made to the casino.

Now - the unsuccessful deposit...

No, transaction history from your casino account is not enough. When you make a deposit, the money is basically in your casino balance in a few seconds/minutes. However, your bank releases the funds later, and it is subject to other processes until it reaches the casino's bank account. At this stage, your bank does not have to release those funds for different reasons (not enough money in your bank account, technical issues, restrictions due to gambling/recipient's bank account...). If it happens, the casino does not receive the deposited funds, and you play with invalid/non-existent money at the casino. It means that it is visible in your casino account balance, but the casino did not receive your deposit.

This is what allegedly happened there, and it is why even your real money deposit was later removed from your account. So now there is only one way how you can prove that your deposit was made successfully, left your bank account, and/or has not been credited back to your payment method. Unless you provide us with the requested, there is nothing to solve anymore, and there is no reason to investigate it further.

So, once again - "Do I understand correctly that you cannot provide me with the documents/details requested in my previous post?"

Please see my post added on April 8th, 2024, above, and provide me with the requested if possible. Otherwise, I am afraid I will be forced to close/reject the complaint.

Feel free to send the requested documents and details to my email (branislav.b@casino.guru).

Thank you for understanding. Looking forward to hearing from you.

Close the case wont bedupped by you lot again Never

As you wish.

Based on the above, non-cooperation, and as per your request, I am closing the complaint.

Once you decide to change your approach and would like to investigate the unsuccessful deposit, you know what to do. You can request reopening the case or contact me via email with the necessary documents/details.

Thank you very much, Nick and Royal Ace Casino, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru