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

I tested the waters with the casino to see if was worth it or not to deposit money. I am not happy I wasn’t even told that my "winnings" were invalid until I contacted chat support. It’s ridiculous that the casino allows you to even use no deposit bonus codes back to back if it is not allowed. I get that it’s in the terms and conditions, however it’s buried in there and not easy to find. Seems like a scam and a scapegoat to not pay people. I looked up reviews of the casino found that I’m not the only person who’s had this issue and there are many awful reviews!!! Also the customer service on the chat support just brushed me away and ended the chat after telling me to look at the terms and conditions. What a waste of time, I feel bad for the people who actually deposited money and and never got their payout. 

Dear Lacey,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked general terms and conditions, and this is what I found https://www.royalacecasino.com/terms/:

"The Player is entitled to only one free chip in between deposits; any winnings resulting from multiple free chips will be void. For example, should a Player redeem two free chips in a row, he/she will not be able to withdraw any winnings generated by playing on said chip."

I understand not all the players read the Terms and Conditions but that’s exactly what I would strongly recommend before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Best regards,

Petronela

Dear Lacey,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Unfortunately, we’re rejecting 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.