Royal Ace Casino - Player’s winnings were confiscated.

Ganhei cerca de $710 através do bonus dado pelo casino mas antes de fazer o meu pedido levantamento fiz um depósito de 30€ para que o meu processo de levantamento fosse efectuado da mesma forma, e depois fiz então o pedido de levantamento dos $710, que foi aprovado no dia 18 Agosto, hoje fui ao chat e perguntei qual era o andamento do processo e foi me dito que o pedido de levantamento foi recusado porque ouve cruzamento de fundos, e foi me propôsto o reembolso dos 30€ e um bonus adicional.... Eu não aceitei como é óbvio e gostaria que vocês me pudessem ajudar porque isto é ilegal o que este casino me está a fazer

Hello nunoafnogueira,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. I checked the casino’s T&Cs (https://www.royalacecasino.com/terms/) and I found this:

"Redeeming Multiple Promotions: You may not mix or combine promotions or bonuses. If multiple bonuses are mixed, your casino winnings may be removed at the time of withdrawal. Please be sure to use only one bonus at a time. Unless otherwise indicated by the Casino, you cannot redeem additional coupons if you have a withdrawal pending or if you have an existing balance."

Would you be so kind and confirm you always played with only one active bonus at a time? Could you specify which bonus have you activated? You can post the bonus link here when replying.

Additionally, if there is any other relevant communication between you and the casino that hasn’t been included in the attachments, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

Thank you in advance for your reply.

Best regards,

Kristina

Eu não misturei qualquer tipo de promoções visto que o saldo do primeiro bónus ja tinha passado a saldo de dinheiro real logo ja não é considerado dinheiro de bonus, e so depois de ter passado a saldo de dinheiro real é que eu fiz o deposito de 30€ e nesse momento nao utilizei qualquer tipo de promoção foi apenas um depósito normal. Obrigado pela vossa atenção para este assunto.

Thank you very much nunoafnogueira for your reply. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello nunoafnogueira,

From now on, I will take care of your complaint. I would like to invite representatives of Royal Ace Casino into this complaint in order to help us resolve the issue.

Greetings all,

I have reviewed the case and we have two issues here. The first would be, you did indeed make a cash deposit on top of bonus cash. It is critical to make sure your playable balance is as close to $0 as possible before making any type of deposit or the deposit itself will take on the rules of whatever is already in the account.

The second and perhaps more important issue here is the deposit in question was refused for payment by your bank Nuno and we were unable to collect on it.

In normal circumstances I would offer to re-deposit the cash with a nice deposit coupon and give you the opportunity to get a valid win without the mixing funds issue, however since the deposit was refused on your end there is little that I can do to assist in this situation.

Best wishes,

Nick and Royal Ace

É mentira, eu tenho a prova em como posteriormente o meu banco cobrou os 30€ e vocês receberam os 30 €, eu posso postar aqui os dados da transacção que estão nos meus movimentos bancários. Obrigado

Mas também tenho a dizer lhe que se então se a transação bancária não tivesse sido feita como você diz, como seria possível haver mistura de promoções ou bónus??????

Hello nunoafnogueira!

We have received a supporting evidence to complement what is Nick from Royal Ace referring to and from what we were able to see, there have been a multiple rewards points bonuses claimed by you and a cash deposit in the end, which was credited to your account, however it was never received into the casino's account. Therefore your balance was of no monetary value and we understand that it could not be withdrawn.

I understand your frustration, however in this particular case we are not able to support your case in any way.

Is there anything else we can do for you?

Because of the reasons mentioned above, we are rejecting this complaint with a classification 'unjustified'.