Royal Ace Casino - The player's withdrawal is delayed.

withdrew $500 in bitcoin on 1/20/23 and still hasn’t been paidout.

my vip status has been removed I no longer have the perks of a vip because Ive won several times. They should let let players know that if they win they will be removed from the vip status.

Hello Al92102,

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 is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi my account is verified I’m a very avid player until I was removed from the vip status because of my winnings in the month of December 2022 I was paid over $7000 I won the $500 on 01/20/23with a bonus. They never gave me such a hard time like now I’m now even allowed to use coindraw to withdraw bitcoin faster I need to use the old traditional way of bitcoin withdraw. Which is supposed to be 10 days.

I spoke to them today after waiting one hour on chat since I’m no longer vip I also lost the fast service.They told me my account was already sent over to whomever speeds up the process.Thanks for your help!

Thank you Al92102 for all the information provided. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Al92102,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Royal Ace Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Royal Ace Casino,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

Greetings all,

I had a look and I'll see what I can do to get things moving for you Al92102, if anything else is required on our end I'll let you know.

Best wishes,

Nick and Royal Ace

Greetings all,

Just confirming that payment went out yesterday shortly after my comment and has been confirmed delivered today in Blockchain Explorer.

Best wishes,

Nick and Royal Ace

Dear Al92102,

Could you please confirm if you have received the payment?

I am looking forward to your response.

Kind regards,

Stefan

Dear Al92102,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.