Royal Ace Casino - Player’s winnings were confiscated.

Royal Ace gave me a $30 weekly insurance cash back. I did not know they even did that or that the money was in there. I redeemed code christmas100 and got $100 free chip. I won after the playthrough, I was at 450.00 so I requested a withdrawal. I did all of the verification steps, everything was approved. Today I wrote to the casino in a chat and they told me I "mixed funds" because I had more than $5 in my account because of the $30 weekly insurance cash back that they automatically put into my account. I did not request it.

Hello Amanda,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. I checked the casino’s T&Cs 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."

Have you ever made any raw deposits without activating bonuses?

If there is any other communication between you and the casino, please forward it to kristina.s@casino.guru (or you can post it here). 

Thank you in advance for your reply.

Best regards,

Kristina

these are 2 more screen shots of chats where they had said everything was approved for my withdrawal. I did not mix the funds. They gave me the $30 weekly insurance cash back, I did not request it. I have only made one deposit and I used a no rules deposit code. That was before all of this.

Thank you very much Amanda for your reply. I will now transfer your complaint to my colleague Martin (martin.d@casino.guru) 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 Amanda!

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

As there is no response to this date, we would like to ask Royal Ace Casino to reply to this complaint. The timer will be extended by another 10 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have a negative influence on the casino's rating on our website.

Greetings all,

Unfortunately Amanda according to our terms and conditions only one no deposit bonus is allowed between deposits and you did indeed redeem a second no deposit bonus on top of an existing bonus balance. It is very important that you make sure that your balance is as close to $0 as possible before depositing anything additional into your account (below $5 maximum), I can see that you attempted to deposit the same bonus coupon once again on top of your existing balance once you had requested the withdrawal so perhaps this rule was unclear to you however the fact remains that "stacking bonuses" makes the balance ineligible for withdrawal.

In this particular situation I'm afraid there is little I can do to assist. Supporting documentation has been submitted to the casino.guru team for review.

Best wishes,

Nick and Royal Ace

I did not ask for the weekly insurance of $30 it was just in my account without my knowledge. So yes I did redeem a bonus, not knowing I already had the $30 in the account.

Dear Amanda,

Unfortunately, it seems that you used multiple bonuses at the same time in this casino, we have also received a supporting evidence regarding this situation, which was provided by Nick from Royal Ace Casino.

As it was explained by Nick in his last reply, stacking the bonuses is not allowed and although it may not be most convenient system in terms of user experience, however we respect the casino's decision in this case.

I am very sorry to tell you, that we are not able to help you further in this case. Is there anything else that we can help you?

Hello Amanda!

We have not heard from you for a while. We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will close it.

Looking forward to hearing from you.

Because the previously mentioned reasons we are rejecting this complaint as 'unjustified'.