The player from Alabama had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hadn’t been received at that time. The Complaints Team had advised the player to wait at least 14 days after requesting their withdrawal before submitting a complaint. After two weeks, the player confirmed that he had received his payout of $50, which was the maximum payout for the no deposit bonus he had used. The issue had been resolved successfully and the complaint had been marked as 'resolved' by the Complaints Team.
Royal Ace Casino - Player’s winnings haven’t been received yet.
Amount: $177
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
Resolved
Our verdict
Case closed
RESOLVED
Case summary
12 months ago
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1 year ago
Dear kanevickers,
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 kanevickers,
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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12 months ago
I finally, after 2 weeks, received my payout! Granted, it was only $50 (which was an error on my part, $50 was the max payout for that no b deposit bonus) but I was just happy the withdraw went through successfully after all the time spent sending and resending verification information. I ended up communicating with probably half a dozen CS employees - half were very friendly, patient and informative while the other half simply copy/pasted generic responses or simply never responded and left the chat. But thank you for your time and understanding dealing with this newbie on the slots.
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12 months ago
Dear kanevickers,
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,
Kristina
Casino.Guru
