Royal Ace Casino - Player’s winnings haven’t been received yet.

After waiting for a week and a half going through the loops in the hoops, I just finally got an email back from these fraudulent people saying all of a sudden they’re not able to pay me because I entered in too many free spins that they offer?? That was not mentioned in the small print or anything along the lines of redeeming. I played over the required threshold. And yes, I did cuss them out because I really counted on that money. I did everything that they asked me to send $11 to prove that it’s really me and I’m a human.

They need to pay me my money. I’m a single mother of three kids and I earned that money. This is ridiculous. I cannot believe this. I just wanna cry. It just makes sense how their live chat don’t work. They don’t have a customer service number. They’re just a fraudulent site. People earned their key and they want to sit there and add new stipulations to not pay somebody.

Dear mamasita421,

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

Dear mamasita421,

Have you received your withdrawal from the casino yet?

Dear mamasita421,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.