Royal Ace Casino - Player’s withdrawal is delayed.

Hi! So I was having fun trying out the different gaming sites and Royal Ace was one of them.

Verification process was a breeze, no issues. I made a couple of small bitcoin deposits, not wanting to get too deep without knowing how they operate.

I won enough to cash out a very small sum; $62.00 to my bitcoin wallet.

The withdrawal request was approved very very quickly on January 10th, 2024.

I'm still waiting today on February 7th, 2024.

There is no communication or even an attempt at communicating aside from the general email response everyone receives when they reach out to support via email. Today I waited in the chat for....a long time without anyone attempting to help or answer my questions. It's only $62 but I won it fair and square. Shoot, at the very least someone could give me a status update.

Definitely not impressed with Royal Ace Casino.

Dear jerninjasgirl,

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

I checked the screenshot you submitted and from my point of view, the manager withdrawal refers to the balance being void.

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

• What games did you play to accumulate your current balance in the casino?
• Did you achieve your balance of $62 with the help of a bonus?  
• When was the last time you were in contact with casino support and what did you discuss?

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'm sure I played one, if not all the games in the image above.

I do not recall using a bonus but that does not mean I didn't. I take medication that affects my memory. I figured I would see somewhere that a bonus was used and I did not notice that. In fact I recall specifically not wanting to use a bonus to avoid a max cash out. Again, I may be mistaken.

Support has not answered me at all except for the general reply they send to everyone after reaching out; simply saying they'd received my email and would be in touch. No assistance in chat or anything further via email.

My apologies, I am unfamiliar with what it means for a manager withdrawal to be void.

Perhaps I'll just stick with the Atlantis here in Reno 😁

Thank you kindly for your response and guidance!

Thank you very much, jerninjasgirl, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Hello there,

Thank you jerninjasgirl 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!

I appreciate your assistance!

Greetings all,

Regarding your requested withdrawal of $62 jerninjasgirl, per the terms and conditions of the casino and the free chips themselves only one free chip is valid between cash deposit/play sessions. In this particular situation the requested withdrawal ($50) was the product of the 3rd consecutive free chip without cash deposit and was thus denied, your account confirmation deposit of $1`2 was refunded at the time of denial.

Hopefully this clarifies things, supporting documentation has been forwarded to the casino.guru team for review.

Best wishes,

Nick and Royal Ace

Dear jerninjasgirl, as mentioned by Nick, you cannot redeem multiple no-deposit bonuses without a deposit in between. As your verification deposit was refunded I consider this matter resolved and will subsequently reject your complaint. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.