Royal Ace Casino - Player's winnings were confiscated.

I redeemed a free spins offer for Cash Glam slots game, played through the playthrough balance, and completed all requirements to successfully verify my account and withdraw my winnings. After 8 days of hearing nothing of my withdrawal request, I finally received an email from Royal Ace customer service stating my withdrawal request was being denied because I had redeemed multiple free chip offers, and their policy only allows for one free bonus offer between deposits. I have only redeemed one free play offer, and I created the account on the 22nd of August, 2024. Attached are screen shots of my transaction history and my email correspondence with their customer service.

Thank you,

Cynthia [removed by Casino.Guru admin]

Dear cynthiamdalton,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Royal Ace Casino.

Let me refer to the relevant rule the casino used to confiscate your winnings: https://www.royalacecasino.com/terms/

Rules

No Deposit Bonuses (Free Chips, Free Spins):

Players cannot redeem multiple free bonuses consecutively. If you have redeemed one No Deposit Bonus and are subsequently offered another one, a real-money deposit needs to have been made in the interim for you to be eligible to withdrawal the second No Deposit Bonus.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly you haven't activated and played any bonus or promotion of the casino before the 16th of August?
• Have you confronted the casino support regarding this? With what result?

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

Best regards,

Tomas

I tried reaching out after I submitted this, but I guess I needed to wait for you guys to review my complaint. Yes, I reached out to Royal Ace support staff regarding the winnings being taken- They told me I had, in fact, redeemed 25 free spins for a different game in mid- July... I tried that that wasn't true, but I ended up messaging the 24/7 support and I actually created this account in JULY, and not a couple of weeks ago, in August, like I originally thought. I realized it was my forgetfulness that was the issue, and the casino didn't do anything unfair towards me.

In other words: This case can be closed now 🥴😁 Thank you, Casino Guru staff, for your time!

Thanks for the explanation, cynthiamdalton.

We'll reject the complaint based on this new information. Please do not hesitate to contact us if you run into issues with any online casino in the future.