Royal Ace Casino - Player's withdrawals have been voided.

My account was verified and I made a deposit to confirm account validation.

I played in the daily tournament three days in a row and won. Played the first winning balance down, lost. Yesterday 4/21/23 I played and won. I played the 1x rollover and had 74.00 leftover.

Then today I played the daily tournament and won again. However I used my tournament winnings from yesterday to add on to todays tournament to make sure I was in the top 10. (Top 10 players win 100.00 each)

I then played the 1x rollover to satisfy the requirement for withdraw. I withdrew 178.00 and left 30 dollars on account. I signed back in and hour later and my funds were reverted back into my account. No messages no push notifications about why it was reverted. So I made another request for withdraw and sure enough 30-40 minutes later it was reverted back into my account. I chatted with a rep asking what the problem was and she told me it was on the block chain and should be in my wallet. It wasn't. So I let her know I would wait a little while and if it reverts back again I would contact them.

I then played for a short while with my remining balance and with a 47.00 balance left it disappeared from my account and a message popped up telling me I don't have anymore balance. I checked my transaction menu and it read "manager withdraw/coindraw approved" on 3 withdraws for 47.00, 142.00,16 I directly got in touch with a rep and she next told me I forfeited my winnings because I used tournament winnings to add on to todays tournament and that is forbade. so they sent back my deposit amount for 16.00 and zeroed out my balance. I don't even get the winnings from yesterday.

This is unbelievable. Why don't they have a warning message that reads "can't use tournament winnings for add-ons on any other tournaments?" Or block the use of tournament winnings when trying to add-on to another to tournament. I think we both know why.

Here in lies the rub.... I played my tournament winnings in the regular casino in order to satisfy their 1x rollover needed to withdraw. So that money was free and clear. They want me to withdraw the funds I have on account. Then make another deposit on the site in order to have funds to use as add-on to the next tournament I play????? Why would they have that rule?? That makes absolutely no sense. it was my money, 1x rollover completed. It might as well have been a deposit but they use this rule to keep money honestly won. Then return my deposit amount so they don't look like thieves. Well I consider this a crime. I won the 2 tournaments fair and square. Fulfilled their 1x rollover and made a withdraw.

If I had not completed the 1x rollover I could at least understand it was a rule and I didn't read it so its on me. But I did complete what they asked of me and now they want me to withdraw said funds then make another withdraw??? Only thing that would do it cost me about 10 to 15 dollars in fees from my bitcoin wallet and the fees they collect on the site.

I hope this message reaches the proper channels. I've been playing online for years and I was skeptical at best about this site but I thought Id give it a try, it was only 15 dollars and the other sites I use don't have tournaments like this. Only blackjack tournaments and I am not a blackjack player.

I thank you in advance for anything you can do for me and reading my novel of a message.

Martin A****** T*****

Dear manthony2177,

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. Is the following promotional offer the one that you redeemed?

Was it a free roll tournament or you paid in order to participate?

If there's any relevant communication, please forward it to petronela.k@casino.guru.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

It was a free tournament however I did not have to And put any code I just had to push the play for free button.

Thank you very much, manthony2177, for the forwarded communication:

As the casino stated in their reply, you breached the tournament rules when you used your winnings from a free tournament for add-ons in another tournament. They also refer to the casino's general bonus terms and conditions. Unfortunately, there is nothing about casino tournaments. Therefore, impossible for a player to know what the rules are.

Could you please advise if you ever received any winnings from a free tournament?

Yes I won 3 days in a row, I played down the 1st winnings 4/21 in the regular casino (100.00). I Lost.

The next day 4/22 I won again (100.00), then played in the regular casino to fulfill the 1x rollover required in order to withdraw.

I then decided to keep the winnings on account because I wanted to use the funds to gamble more and should I need an add-on to solidify a top 10 spot I'd used said funds for that purpose.

So 4/23 I played again and finished at 8th place but there was about an hour and a half left of time in the tournament and I didn't want to slip down past 10th so I used my cleared funds to add on 3 times and ended up in 3rd or 4th place, I can't remember which, never the less it was a win. The top 10 players get 100.00.

So then I played in the regular casino to complete the 1x rollover required for the tournament win money to be free and clear to with draw. I must have gambled 400.00 or 500.00 dollars. I finished my play with 218 dollars.

Then decided to withdraw 188 so I'd leave 30 on account to play with or use as add-on for tournament play.

They reverted the money back on my account. Then tried to withdraw once again and the money was reverted. Then I contacted a rep, who told me to withdraw again. So I did and told her I would wait to see what happened. So I decided to stay on the site snd play a little and right in the middle of a game I was playing my remaining balance disappeared and then subsequently I was told what you already know.

I sent the transcript so it tells the tale of whoh.

If you need anymore details please don't hesitate to email or call me if you prefer.

Thank you Casino Guru

Thank you very much, manthony2177, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej (andrej.p@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thank you good sir.

Dear manthony2177,

I’m sorry to hear about your negative experience. I’ll contact the representatives of Royal Ace Casino and try my best to resolve the issue.

I would like to invite Royal Ace Casino to join this conversation.

Dear casino team,

Could you please clarify the situation and specify which part of the Terms and Conditions was the decision based on in this case? Is the fact that manthony2177 used his winnings from previous tournaments to fund his participation in further tournaments (and/or that he did not place a deposit in between the tournaments) the only reason for non-payment?

Any relevant evidence can be forwarded to andrej.p@casino.guru.

Greetings all,

I've just reviewed the situation and appears that it's all worked out on it's own without my assistance. All is now well manthony2177, yes?

Best wishes,

Nick and Royal Ace

Actually I think i should be working for Casino Guru. I not only had a legitimate gripe but I had proof of their mistake this time.

Yes all is worked out. I played in another tournament and they tried to blow one past me and I asked questtions and requested the proof that I used back to back free chips. Well I know I couldn't have because Royal Ace doesn't give out free chips like other casinos do. Anyway they sent me the 100 for that tournament win but not the one I made a grievence about on Casino Guru. However thank you for anything you did do. I'm glad it is not going to be problem in the future. I am reading all the Terms and Conditions on the sites. I am going to open an "online gambling consultant" firm so I can help people like me before making the mistake of juste depositing and playing blindly.

Thanks again, appreciate you.

Thank you all for the updates. We’re glad to hear the good news.

Dear manthony2177,

Could you please clarify the situation? Do I understand correctly that one of your free roll tournament wins was returned to you, but another win was not? Were you informed about the reason behind this decision?

Yes you understood correctly, my tournament wins that I made an official grievance to Casino Guru were not paid. But I went back on a few days later. Won again and they tried their little tricks. Claiming back to back free chips. Then that morphed into I have another accounts opened. Blah blah blah.

So I just kept asking questions until they had no choice but to pay me the tournament winnings for that day. Never did I bring up the previous tournament winnings confiscated and why? Figured you guys were on it so why muddy the waters.

Martin

Thank you, manthony2177, for the clarification.

Dear Nick,

Could you please review the situation regarding manthony2177’s previous winnings from free roll tournaments?

Greetings all,

According to our records all eligible funds have been paid out via Bitcoin and confirmed delivered in Blockchain Explorer.

Supporting evidence has been forwarded to the casino.guru team for review.

Best wishes,

Nick and Royal Ace

Thank you, Nick for the information.

Dear manthony2177,

According to the information and evidence provided by the casino team, in addition to the $100 your won from one of the free roll tournaments that was paid to you, you have also received $100 you won from a free chip, which based on the explanation provided by the casino you weren’t eligible for due to a violation of the T&C. It was approved as a gesture of goodwill. Could you please confirm?

The casino team claims that all of the winnings you were eligible for have already been paid to you, however, regarding your winnings from free roll tournaments, it’s still not clear to me why only the one $100 win has been paid. We’ve requested further clarification from the casino team.

Sure I can confirm the 100.00 I received, i basically had to put the screws to them to give me my winnings from a tournament. They first claimed I used back to back free chips. That's a hard sell, considering they don't give out free chips very often if at all. Then they claimed I had not made a deposit confirming my account and I had made deposits in the past. Just no withdraws so they were just confused as to why I was get paid instead of paying them more.

Now the initial 200 dollars I had won in tournament play they confiscated even after I completed their 1x "cash out rollover" which doesn't exsist. I have won tournaments on other similar sites and they do make me withdraw right away but don't ask me to do an additional hoop, that frankly I think Royal Ace just made up on the fly so to chance me just losing it back to the casino and then no worries about any withdraw.

So yes I did collect on a tournament win they tried to confiscate but I fought and won. But I never received the 200.00 I initially made a grievance about with casino Guru. You have the transcript and dates of when that all took place.

They claim since I used tournament money to use as an add on an on another tournament that I violated the rule and so confiscated my winnings from both tournaments. Even after I not only won but completed thier "1x cash out rollover" As far as I was concerned, that was free and clear money almost like it was deposit money because I had completed their gauntlet of hoops to jump through.

So this fella that sold you that line about all funds that were supposed to be paid were paid is making it that way. I won and won fair and square and fine take the money I used to win in the casino after the tournament win but give me my 200 from the 2 tournament wins.

Greetings all.

In all honestly I can say I'm not certain what is at issue here, there have been two withdrawal requests both of which are confirmed paid in Blockchain Explorer.

I have submitted the complete transaction history and proof of payment for the account in question to the casino.guru team for review, perhaps they can shed further light on the situation.

Best wishes,

Nick and Royal Ace

Dear manthony2177,

According to the provided logs, there have been two payments processed to your Bitcoin wallet, totaling $190 (from two $100 withdrawal requests, after fees were deducted). Could you please let us know if you received these payments?

As additional time is needed to review this situation, I’m extending the timer by seven days. In the meantime, further details will be discussed with the casino representative in a private conversation.

Thank you for your understanding.

Yes sir, those were received. I can provide dates and times if you like?

Dear manthony2177,

Feel free to. According to the logs provided by the casino team, the first payment of $95 was issued on Apr 27, 2023, and the second one on May 5, 2023. I'm assuming you received the payments around these dates. Is that correct?

We've requested further information from the casino as based on the available information, it's not possible to exactly determine the amount we believe you're eligible for.

In the meantime, since you've indicated that the amount you're disputing is $218, could you please advise, if I do understand correctly that one of the $95 payments ($100 minus a $5 fee) represented a reimbursement of the amount that was initially deducted from your gaming account balance on Apr 22, 2023? Apparently, at first, $142 was deducted, leaving you with $76.49 in your account, then a withdrawal of $16 (refund of the deposit you made the day before) was processed, following which the entire remaining amount was deducted as well. Is that correct?

Yes they refunded my verification deposit and then deducted the rest of my winnings for my "breach of the T&C" about not using tournament winnings for add-ons in tournament play.

Keep in mind I followed all rules after the tournament winnings were deposited in my account. Which was a 1x rollover and didn't go above the per-bet limit. So that money was free and clear as far as I understood. But apparently after the rollover is complete I have a mandatory withdraw. Which takes days sometimes weeks to receive in my crypto wallet.

Another point is the add-on I paid for in the subsequent tournament wasn't even needed. I stayed in the same standings as before. So when I was done playing the second tourments winnings rollover I had 218. Then ended up only getting 16.00. Which again was my verification deposit.

Thank you Andrej

Greetings all,

It appears we have a scheduled meeting between myself and the casino.guru team on Friday to discuss this and other related cases. Thanks so much once again for everyone's continued patience in the matter.

Best wishes,

Nick and Royal Ace

Dear manthony2177,

Please be informed that the mentioned meeting took place yesterday. Certain aspects of the matter still need to be discussed further with the representatives of the casino.

For that reason, I’m extending the timer by seven days.

Thank you for your understanding.

Dear all,

Due to delays on our end and due to the nature of the matter (mainly that this involves multiple cases that need individual assessment), we will need additional time to review and assess all relevant facts before we proceed. I’m therefore extending the timer by additional seven days.

Thank you all for your patience and understanding.

Is there anything you need from me? I'm pretty sure I gave you everything, short of blood and urine lol.

I'll be standing by waiting for that email.

Thank you for the update.

Dear manthony2177,

Thank you for your patience. Could you please confirm that to this day there were no payouts issued to you other than the recent two $95 withdrawals? According to the logs provided by the casino representative, it appears that there might have been a misunderstanding regarding the refund of your initial two wins from the tournaments.

To further clarify the circumstances and to help us better understand the mechanics behind the tournaments, we would like to schedule another meeting with the casino team. We’re currently waiting for the casino representative’s response.

Due to possible delays related to upcoming events and certain proceedings directly related to this issue, I’m setting the timer for 14 days.

I truly hope we will be able to come back with an update in a reasonable time frame.

Hello all,

I would like to confirm that the discussion regarding this matter as a whole is still ongoing. We’re currently waiting for the casino representative to answer a few specific questions regarding the mechanics of the tournaments in question and/or a confirmation on the suggested meeting.

I’m setting the timer for seven days.

Dear manthony2177,

Please be informed that another meeting with the casino representative to further discuss the details of this matter has been scheduled. It will take place on Tuesday/Wednesday next week.

For that reason, I’m extending the timer once again.

I'm hoping next week we get back with a final statement.

Thank you all for your patience.

Dear Nick and Royal Ace Casino team,

Do I understand correctly that the only problem in this case was that manthony2177 redeemed add-ons from winnings that came from another free roll tournament where he used add-ons as well (bought with deposited funds)? The winnings were rolled over though, therefore withdrawable, correct? That's two tournament wins, totaling $200, but only the initial deposit ($16) was returned to him at first, due to the above-mentioned reason, correct? Then, with zero balance, he bought in another tournament and won another $100, without using add-ons, though, all conditions were met, correct? Then, with the same balance ($100) - not rolled over(?) he bought in another tournament, had no luck there, but won $300.47 from subsequent play. That was deducted and $100 was returned to his account and paid to him as a reimbursement for the first two tournament wins (max cashout), correct? Zero balance at this point. Later, another $100 was added to manthony2177's account and paid out to him, correct? Then, for some time manthony2177 kept making deposits, played some, and on 5/17, another tournament win, played down - correct?

Could you please clarify for which wins from the tournaments manthony2177 received the $200 (minus the deducted fees)?

I counted three tournament wins, which manthony2177 seemingly, according to the provided logs, played through and technically, could have withdrawn at certain points in time. Would he have withdrawn these winnings and redeposited them before participating in another free roll tournament after completing playthrough of each win, would this change anything about the situation?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi manthony2177,

I wanted to inform you that since Andrej, your assigned resolver, is currently on vacation, I have decided to extend the timeline by an additional 7 days. Given that Andrej possesses the most comprehensive understanding of your situation and maintains direct communication with the casino, I believe this extension is warranted. Your patience is greatly appreciated, and I assure you that Andrej will reach out to you as soon as he's back from vacation.

Thank you for your understanding and continued patience.

Greetings all,

I had some health related issues and was unavailable for a bit there, I am back to work however this will need to be reviewed with colleagues as well as upper management. I will get back with you here once I have a concrete response to the situation.

Best wishes,

Nick and Royal Ace

Thank you, Nick, for the update. We’re glad to hear things got better.

We’ll await a statement from your side.

I’m setting the timer for seven days.

Hey all,

Just letting you know this is being discussed internally with the necessary parties and I will inform everyone here once a decision has been reached, thanks again for your patience and understanding.

Best,

Nick and Royal Ace

Dear manthony2177,

We were informed by the casino representative that the issue as a whole and the suggested compromise are still being discussed internally within the casino team.

We expect progress to be made in this regard by the end of the week, as promised by Nick. Considering the length of time this topic has been open, we truly that will be the case.

I’m setting the timer for seven days.

Greetings all,

We have discussed this at length internally and the casino feels they have acted correctly and within the parameters of the set terms and conditions. However, for the sake of diplomacy I have been authorized to offer a one time payment of $120 for an agreement of full resolution on the part of the player, otherwise we will unfortunately need to allow this complaint to go unresolved.

Best wishes,

Nick and Royal Ace

Thank you Nick for the update. We’re glad that a conclusion regarding this matter has been reached on the casino team’s side. But before considering the offered compromise, we’d like to clarify a few details. Could you please react to the questions I posted here earlier?

Do I understand correctly that the only problem in this case was that manthony2177 redeemed add-ons from winnings that came from another free roll tournament where he used add-ons as well (bought with deposited funds)? The winnings were played through though, therefore withdrawable, correct? That's two tournament wins, totaling $200, but only the initial deposit ($16) was returned to him at first, due to the above-mentioned reason, correct? Then, with zero balance, he bought in another tournament and won another $100, without using add-ons, though, all conditions were met, correct? Then, with the same balance ($100) - no playthrough(?) he bought in another tournament, had no luck there, but won $300.47 from subsequent play. That was deducted and $100 was returned to his account and paid to him as a reimbursement for the first two tournament wins (max cashout), correct? Zero balance at this point. Later, another $100 was added to manthony2177's account and paid out to him, correct? Then, for some time manthony2177 kept making deposits, played some, and on 5/17, another tournament win, but he played it down?

Could you please clarify which wins from the tournaments did manthony2177 receive the $200 (minus the deducted fees) for?

I counted three tournament wins, which manthony2177 seemingly, according to the provided logs, played through and technically, could have withdrawn at certain points in time. Would he have withdrawn these winnings and redeposited them before participating in another free roll tournament after completing playthrough of each win, would this change anything about the situation?

I'm setting the timer for seven days.

In the meantime, manthony2177, please feel free to comment.

Greetings all,

I will be honest here, I was taking the easy way out as this has been on the table for far too long in my opinion and frankly the contested sum is not enough to warrant such extensive scrutiny. But as you posed a valid question Andrej I took the time to review the account top to bottom with the manager of the approvals department.

The amount on 5/17 in question was played down to zero by the player and is thus not contested presumably.

It appears to be the amount requested on 4/26 ($300) that is at issue here. In this case there was a 1x maximum cashout on the $100 slot tournament win so the balance beyond this was removed on approval ($200), the rest was paid out as well as the account confirmation deposit. I do not see any further (potential) issues in this account nor does the head of approvals.

Perhaps manthony2177 can confirm that this is the contested sum.

The amount of $188 mentioned above was paid out also at the maximum cashout of $100.

Best wishes,

Nick and Royal Ace

Thank you, Nick, for addressing the inquiries.

Dear all,

Please allow additional time for us to re-review the case as well as the relevant logs, and take into account the additional information.

I will come back with an answer next week.

Thank you for your understanding.

Thank you all for your patience. I’ve thoroughly reviewed all relevant communication and evidence regarding this case. Apparently, a detail that was previously partially missed on our part is that the maximum cashout that applies to all winnings from free roll tournaments is not applied after the 1x playthrough requirement is met, but is applied upon approval of a withdrawal request of the balance left after meeting the playthrough. At the time you bought in the second tournament you won from on April 21, 2023, and used winnings from the previous tournament to buy add-ons, the conditions of the first tournament you won from still applied, which means that the first payout of $100 you received after raising the matter with the casino’s customer support was a full reimbursement for that win. The same logic was used when the second payout

With that being said, manthony2177, could you please let us know if you were aware of the maxcashout condition at the time?

Thank you in advance for your reply. I’m setting the timer for seven days.

Dear manthony2177,

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.

Dear all,

Unfortunately, we’re forced to reject this case because manthony2177 has stopped responding to our messages and questions. Without his cooperation, we’re not able to proceed with the investigation or suggest possible solutions.

The player can reopen this complaint anytime.