The player from Hungary is having difficulties withdrawing winnings due to a casino policy that requires deposits between free bonuses. The player believes this to be the casino's fault and insists on being paid. The player confirmed he accepted multiple no deposit bonuses in a row, which unfortunately breaches the casino's bonus rules. Since we find these kind of rules acceptable we rejected the complaint as unjustified.
Royal Ace Casino - Player struggles with casino's withdrawal policy.
Amount: $79
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
Unjustified complaint
REJECTED
Case summary
5 months ago
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6 months ago
Casino doesn't want to pay my winnings saying deposits must be made between free bonuses.
It's withdrawable balance, their mistake so it should be paid.
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6 months ago
Dear adamfricz,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Royal Ace Casino.
I checked the rules of the website and I found this: https://www.royalacecasino.com/terms/
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please share a screenshot of your transaction history, showing your last deposit and bonus from which your winnings originate?
Thank you very much in advance for your reply.
Best regards,
Tomas
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5 months ago
Do I understand correctly you activated only one no-deposit bonus in the casino altogether?
Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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5 months ago
Thanks for the confirmation, adamfricz.
Casinos might design their bonuses to appear very lucrative, unfortunately, limitations on the winnings might apply. We accept the situation when limitations on the winnings are applied when accepting multiple no-deposit bonuses in a row, as in this situation.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
