Royal Ace Casino - The player struggles to withdraw his balance.

So I've been waiting over 4 weeks now for a redemption, just to have it not be fulfilled. I reached out to support and they said it's due not being verified with them. Although multiple times have I sent emails to the 2 emails that support said I needed to send them to, and I've been waiting for over 2 weeks for any kind of response from them. I've reached out to support again just got them to say "sorry but you need to wait for the email response for your verification" BUT I'VE BEEN WAITING FOR SO LONG THIS IS RIDICULOUS.

Hello LinkBeta5,

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 since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

They've told me that I need to send in my address verification, as well as the BTC address. Which i did well over 2 weeks ago with no response. I talked to the casino less than a week ago through the support chat online, asking about it and they said that I needed to wait until they replied to my email about it before making a withdrawal request again.

Although I meant to say this a while back, I could've sworn quite a while ago that I all ready completed their verification stuff back in April of this year. I could be wrong on that, but still I've been trying to withdrawal for a while now just to be constantly pushed off for so long with no answers.

Thanks

Update: the disputed amount is actually 429$.

Thanks

Thank you LinkBeta5 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 LinkBeta5,

I am so disappointed to hear your withdrawal hasn't reached you yet. I don't want you to worry at all. 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 can he expect payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

Greetings all,

If you could please confirm your Bitcoin address LinkBeta5 I'll see what I can do to assist on your behalf. If you just post it here I'm certain Stefan will be kind enough to lock the requisite comment from prying eyes.

Best wishes,

Nick and Royal Ace

Dear LinkBeta5,

Could you please post your bitcoin address here? I will hide your address from the public.

Thank you very much in advance.

Kind regards,

Stefan

Also, should I be attempting to make another request for withdrawal? Or just leave it for y'all to fix?

I began the withdrawal process for $396.50 to the BTC address that I've provided.

Greetings,

Thanks for the confirmation LinkBeta5, I'll see what I can do to get things moving for you.

Best wishes,

Nick and Royal Ace

Uhhhh, what happened here? I definitely have not received any payment although this happened.

It's basically saying my withdrawal request to BTC was denied, but than a manager withdrawal request was approved? Although I've NEVER received any of it???

Greetings all,

Unfortunately when I had the withdrawal request reviewed for approval they brought to light the fact that it is technically the 5th free chip in a row with no subsequent deposits in the middle. The terms and conditions of the casino as well as the bonuses themselves state that only one free chip is allowed between deposits.

They were forced to deny the requested withdrawal.

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

Best wishes,

Nick and Royal Ace

Dear LinkBeta5,

I have reviewed the evidence from the casino, and I am afraid the casino representative is right. I will have to mark this complaint as "rejected".

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.

Kind regards,

Stefan