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

I won eighteen hundred on a bonus with a hundred dollar max. I completed the wager, they denied the excess and approved the one hundred with the stipulation that I make a 10 dollar deposit. I made a 17 dollar deposit and was told three days. This is day three and all they did was refund my 17 and then somebody cashed out the remaining 1700.00 to a different account but it wasn't mine. I never saw the hundred or the 1700. All I did was get my deposit returned to me but it shows on my transactions that the 1700 was released too. Now I cannot even access the live chat and no one will answer my emails.

Hello madetorun2022,

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? Is this your first ever withdrawal request? When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

Yes sir, it has been verified for some time I believe, long enough that I can't remember. I think that it is my first withdraw. I found a bonus and have not played there in a long time. They refunded my required deposit, the 17 and it shows that the approved the 1700, and I guess the other hundred just mysteriously disappeared. Somebody got that money but it sure wasn't me.

Hello madetorun2022,

Please forward your deposit, betting and bonus history to nikolas.b@casino.guru for further review.

Dear madetorun2022,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

The complaint was reopened as the player forwarded the requested information through e-mail.

Dear madetorun2022,

Based on the forwarded screenshot, your crypto withdrawal got canceled and a new withdrawal was requested - what payment method was used there?

Greetings all,

I have reviewed the situation and unfortunately I have to report that the request for withdrawal was denied for valid reason. The rules of the chips played do not allow multiple consecutive free chips without a cash deposit to separate them, being as the win was on the second free chip without cash deposit and play the request was denied and the account confirmation deposit refunded.

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

Best wishes,

Nick and Royal Ace

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.