Royal Ace Casino - Player’s winnings were confiscated and the withdrawal request was canceled.

After winning $100 by reaching my play though, I decided to keep playing, I won over $900 and requested a withdrawal, RoyalAce prompted me to make a deposit via crypto currency if i wanted to use their coin draw withdrawal method. I made the deposit and once cleared I was able to successfully request a withdrawal for $900. I was only given my deposit of $11. Even though it was approved by a manager they then cancelled my request and kept the money. After months of trying to contact them and patiently waiting I have not received a response.

Dear mitch22,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. I have checked the Terms and Conditions of Royal Ace Casino and this is what I found:

13. Additional Terms Applicable to ALL Bonuses

An approved "Manager Withdrawal" represents a portion of your balance that was removed because it was not eligible for withdrawal. This amount could be Bonus funds (which are non-cashable) or because you have exceeded the Maximum Withdrawal Amount on your last bonus, with excess funds removed.

Could you please specify if you accumulated your winnings of $100 with or without an active bonus? If you played with a bonus, could you kindly send me the link or screenshot? Was it a deposit bonus or a free no-deposit bonus?

Have you passed the full KYC verification?

When was the last time you communicated with customer support regarding your withdrawal?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

yes I did win the $100 with a bonus chip. You can see the transactions on this photo. THE chip was 250ACES. I also completed their Verification process where I entered my identification information. The last time I reached out was July 10th then before that, February 17

Have you used any free chips before? Please bear in mind that according to the Terms and Conditions, it is forbidden to redeem multiple free chips without making a deposit in between.

Dear mitch22,

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.