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

Used a ndb free spins. Went through the playthrough and reached the withdrawl limit of $100 . Ever since I put my request in I no longer have the option to contact support on the site. I've emailed and had no response. It's been over a week. I've verified my identity and done everything I was asked. My account states withdraw denied adren states manager withdrawl.

Dear david81674,

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. Could you please advise if you redeemed any free bonuses from this specific casino in the past? Was your account successfully verified previously? If there’s any relevant communication, please forward it to my email address petronela.k@casino.guru.

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,

Petronela

I sent you an email

Screenshot and additional comments from the player:

"Good morning Petronela,

 I did submit KYC docs and was verified. I've attached a screenshot of my transactions."

Thank you, david81674, for your email. Do I understand correctly that this was second free bonus in a row that you redeemed?

This was my first time visiting the casino. If you look at the time stamps it will show. I received emails after I requested my withdrawl stating I had more free spins. When I tried to redeem them I was denied. If I'm not eligible it would save time if they didn't waste the time sending me an email.

Thank you very much, david81674, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) 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.  

Hello david81674,

I will assist you with the complaint from now on. I familiarized myself with the situation and I will do my best to help you.

Royal Ace Casino,

Could you explain why david81674's withdrawal request was denied and what the 'manager withdrawal' means?

Greetings all,

I reviewed the situation and it seems the withdrawal request was denied, per the terms and conditions of the casino and the bonuses themselves only one free chip is valid between cash deposits. This withdrawal was after the 2nd free chip in a row rendering the resulting win uncashable.

Just in the way of explanation, a "Manager Withdrawal" is a verification of real cash being removed from the closed secured system. This can only be done at a managerial level, thus the "Manager Withdrawal."

I hope this clarifies things a bit.

Best wishes,

Nick and Royal Ace

Can you provide documentation? Looking at my records it shows that was all processed simultaneously. And only one was redeemed. I'm starting to think you provide the codes to new gamblers so they will use them and then you can deny their winnings. Hypothetically if I redeemed a free spin bonus and won or loss not sure yet if that matters. The next day I open my email to find another free spin code to use . Being a new player I assume it was sent intentionally to me. The code came directly from the casino not found on some other site. It wasn't something I went looking for. It was delivered to me from the casino. Why would any individual not think that it would be a good thing to use. The cashier accepts it and nothing is mentioned untilyo the funds are attempted to be withdrawn. Not at any other phase. A person would think that every person who was aware of the attempted withdrawal and definitely the one handling the deposit would know your rules and advise the player. Nobody ever reads the terms and conditions and if you want to fall back onto them why doesn't your employees or computer system follow the terms and conditions? Instead you entice the players to forfeit their winnings. If I am wrong please explain why your system is set up this way and why your employees aren't following your own guidelines?

Hello david81674,

I would strongly recommend reading all the T&Cs carefully 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. No deposit bonuses have rules that are often even more strict, so pay close attention to the rules when redeeming any free bonus. Since no deposit bonuses don't involve risking your own funds, we accept such rules as fair.

The casino provided us with evidence showing you redeemed 2 no-deposit bonuses in a row. First on the 6th of October and later redeemed another coupon on the 13th of October. Unless I overlooked anything, I'll be forced to close the complaint as unjustified.

Can someone please explain to me why the time and effort is put into sending out emails for invalid promotions? Explain why they are allowed to be redeemed if they are are not valid? It's entrapment and should be criminal. Everyone knows why they do it and you saying my claim is unjustified makese reconsider your motives. This shouldn't be acceptable practice. This shouldn't be allowed to continue. The casino is not following their own terms. They givee a code to use which is valid up until the point they have to pay out money. It is either a valid code or it isn't. We are taught to go with the most recent information. It's supposed to be the most accurate. It supersedes previous encounters. I'm driving down the road andthe speed limit is 55 I drive that and then I hit a section of highway that says 65 am I suppose to stay driving 55 or go with the sign that says 65? We go with the information most recently provided to us and drive 65. How can a casino be trustworthy by handing out valid codes that are only invalid when you try to withdrawl? Everybody was aware of it on the casino side but had to get a manager to withdrawl my winnings. Why? If you feel that that is justified your interest aren't consumer driven.

Hello david81674,

Thanks for the comment, in the ideal world you shouldn't be allowed to make such a mistake that breaks the rules, but since it's a case of two consecutive bonuses claimed and we received evidence this was the case, we will now reject your complaint as unjustified.

Please note that since this rule affects winnings entirely of funds that were a gift from the casino for you to try their games and taking into consideration your own funds weren't used to generate any winnings, we have no basis to argue in your favor, since you broke the casino's rules. The bonus codes worked, and you were able to redeem them and play for free thanks to them, but unfortunately, you can't receive the winnings from the second one due to the casino's rule:

Players cannot redeem multiple free bonuses consecutively. If you have redeemed one No Deposit Bonus and are subsequently offered another one, a real-money deposit needs to have been made in the interim for you to be eligible to withdrawal the second No Deposit Bonus.

Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.