Royal Ace Casino - Player’s withdrawal has been delayed.

Dear just4today12302,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you have been trying to withdraw your winnings since November? Have you made any successful withdrawals before?

Have you accumulated your winnings with or without an active bonus?

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,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi Kristina,

Yes, I won with a no deposit bonus, however, I did make the required $10 crypto deposit afterwards in order to get the withdrawal approved.

No I have never successfully made a withdrawal from this casino but my account is fully verified. I attached a screenshot of my transactions there so u can see all my interactions with this casino.

Thanks for the prompt response!!! I could really use this money for Christmas.

Thank you very much for your reply, just4today12302. Have you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

They will not reply to any of my emails and the live chat option is no longer available for me...

Thank you very much, just4today12302, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Have you heard back from the casino at all?

Hello just4today12302,

My name is Michal and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear Royal Ace Casino,

Could you possibly provide additional information regarding the delayed payment and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Greetings all,

I had the opportunity to review the situation and we have a couple issues here, the first being that only one free chip is valid between cash deposits. In this case the winning balance is the the product of the 2nd consecutive free chip with no history of cash deposit. The second would be only one account is allowed per player or household, in this situation there at least two other linked accounts both of which have redeemed and played free chips as well.

I hope this clarifies things.

Best wishes,

Nick and Royal Ace

So why did it say my redemption was approved? Why did you have me deposit $10 for verification purposes? Doesn't that qualify as a real money deposit?

Dear just4today12302,

Did you make the verification deposit after the first or the second free chip?

Dear Nick and Royal Ace Casino,

Could you please provide me with the evidence of linked accounts?

Greetings all,

Free chips must all be separated by a cash deposit/play session unfortunately. There was no deposit until after the win on the free chip.

Requested documentation has been provided to Michal privately.

Best wishes,

Nick and Royal Ace

Dear just4today12302,

Could you comment on this situation? Did you make the verification deposit after the win on the free chip?

Dear just4today12302,

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.