The player from South Africa encountered an issue with a withdrawal request of $110. Instead, she received only $15, with her transaction history showing that $95 had been withdrawn by a manager. The player was unsure why the manager would withdraw her winnings. Upon review, it was clarified that the casino's terms and conditions stated players from South Africa were not eligible for free welcome chips for withdrawal purposes. Therefore, the winnings were voided. Although it seems as though this issue has been clarified the player became responsive so we closed the complaint as the player stopped responding.
Royal Ace Casino - Player's winnings were partially paid.
Amount: $110
Royal Ace Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
5 months ago
Public
Public
7 months ago
I have played through free bonus and and won $100 after wagering, I was asked to deposit $10 via Litecoin in order to withdraw and I did so. Then I made a withdrawal request of $110 but I only received $15 and when I check transaction history it states manager withdrawal of $95 and $15 withdrawal was made to me. I don't understand as to why would the manager withdraw my winnings?
my email address is Roro******@gmail.com
Name: R**** M***. 
Public
Public
7 months ago
Hello roro2010mahlaba,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Royal Ace Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? How many bonuses did you claim before you deposited? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Sensitive attachment
Sensitive attachment
7 months ago
I've claimed only one bonus I played through the required amount and won.
The they asked for 10 dollars before withdrawal request and I deposited on 09 April 2024.
I made a withdrawal request of 09 April 2024 and verification was done on the same day 09/04/2024.
There same date I received $15 instead of $110.
Public
Public
6 months ago
Hello roro2010mahlaba,
Is there any communication between you and the casino regarding this issue which you can forward to nikolas.b@casino.guru?
Public
Public
6 months ago
Thank you roro2010mahlaba for all the information provided so far. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Public
Public
6 months ago
Hello roro2010mahlaba,
I'm Michal, and I have taken over your complaint. I have reviewed this case and I want to ask you again if you are sure you have claimed only one bonus?
Usually the "Manager Withdrawal" is done when the player is not eligible for the bonus wins.
Royal Ace Casino has this stated in its terms and conditions.
Rules
No Deposit Bonuses (Free Chips, Free Spins)
4. 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.
17. In the event that a Player redeems a no-deposit promotional offer that he/she is not entitled to, any winnings generated from that promotion will be voided.
18. The Player is entitled to only one free chip in between deposits; any winnings resulting from multiple free chips will be void. For example, should a Player redeem two free chips in a row, he/she will not be able to withdraw any winnings generated by playing on said chip.
I will contact the casino to shed more light on this matter.
We would like to invite Royal Ace Casino to join the conversation.
Dear Royal Ace Casino,
Can you please provide more information on why the player's winnings were removed?
Public
Public
6 months ago
Hi,
Those winnings were from my first claimed bonus. It was the first time I registered and won.
Public
Public
6 months ago
Greetings all,
As stated in the terms and conditions of the casino players from South Africa are not entitled to free welcome chips, they can be redeemed and played but for entertainment purposes only and unfortunately are not valid for withdrawal.
Best wishes,
Nick and Royal Ace
Public
Public
6 months ago
Dear roro2010mahlaba,
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.
Public
Public
6 months ago
Thank you for your response and clarification, Nick / Royal Ace team.
Dear roro2010mahlaba,
I hope the clarification from Nick is clear. I'm sorry but as the free bonuses are for entertainment purposes only for the players in South Africa, the winnings from these bonuses cannot be withdrawn.
Although I can imagine this response is not what you have hoped for, sadly, we can't do anything with it. Is there anything else I can assist you with, or can I consider your complaint to be addressed/resolved?
Public
Public
5 months ago
Dear roro2010mahlaba,
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.
Public
Public
5 months ago
Dear roro2010mahlaba,
Although it seems as though this issue has been clarified, as we haven't had a further response from you to confirm this, or if you need any further assistance, we are, unfortunately, forced to reject this complaint. I would like to thank the casino team for their cooperation.
Don’t hesitate to contact us if you run into any issues with this or any other casino in the future, and we will try our best to help.
Best regards,
Michal
Casino Guru
