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

I won a jackpot of $720 on Royal Ace casino on Aug 20. They sent me an email on Aug 30 that it would take 7-10 business days to process my withdrawal. I still have not received payment.

Hello Mporosky,

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?
• Did you win the jackpot while you had an active bonus or was it just real money?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

That is the first thing I asked to see if they needed more documents to verify me but the person I spoke with said I was verified. I sent in my bank statement and proof of address via a utility bill. That was I believe Aug 20. It was real money. I spoke with Alexia tonight to see if she had any updates and she said she would expedite my account so the proper people would respond in 24-48 hours.

Thank you Mporosky for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you Mporosky for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Royal Ace Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Ok that would be great

I'm just wondering how much longer to get a resolution? My rent is due tomorrow.

Greetings all,

I had a look and the payment was sent to our 3rd party payment providers for disbursal as a bank wire transfer on the 30th of August. I will reach out to the finance department and see if they have any further information for us, generally speaking it is 10 business days on delivery once we have sent the funds to the 3rd party however this is an unusual time period. Hopefully he payouts team has some further info.

Best wishes,

Nick and Royal Ace

Greetings all,

The payouts department has spoken with the 3rd party payment provider and they have assured us that the payment is forthcoming. At the moment I don't have any further information, unfortunately the 3rd party payment system is less than ideal (both for incoming credit card deposits and withdrawals) but it's a necessary element with banking transactions, especially for US based players. With any luck the transaction should be going through shortly.

Best wishes,

Nick and Royal Ace

Thank you very much for the update Nick.

Dear Mporosky, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

My withdrawal has been successful for Royal ace casino

Dear Mporosky,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Peter