The player from Virginia had been waiting for a withdrawal for less than two weeks. Unfortunately, her payout hadn't been received yet. The Complaints Team had advised her to wait at least 14 days after requesting the withdrawal before submitting a complaint, considering the usual processing time. The team had also extended the timer for her response twice. However, due to the lack of response from the player to further inquiries about her withdrawal status and KYC verification, the complaint had been rejected.
Royal Ace Casino - Player’s winnings haven’t been received yet.
Amount: $1,601
Royal Ace Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.7
Royal Ace Casino has a Safety Index of 6.7, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
I won awhile back and my 800 I had waited off for 3 weeks vanished. This time I won 2000 cashed out at 1601. I was getting the run around and got an idea. I ended up talking with Kirsten Gomez vip host and let her know I was screen sharing with a gaming commission employee I made friends with so he could document their withdrawal process since my 800 disappeared. She has been super cool and helpful but still no money. I don’t want my money to disappear again especially cause I used my money no bonus.
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1 year ago
Dear Kellkell29,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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1 year ago
Dear Kellkell29,
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.
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1 year ago
Thank you for your reply, Kellkell29. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?
What is the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.
