Royal Ace Casino - Výběr hráče je zpožděn.

I won on 11/11/21 submitted everything it was all approved by 12/3/21 still no payout then they told me to cancel my request and redo it cause my biccion address changed so I did that now it’s 1/4/22 still no payout when I contact them they say they will escalate it. And nothing.

Hello Lmehmertz,

Thank you very much for submitting a complaint and I'm really sorry to hear about your issue with Royal Ace Casino. Allow me to ask you a few question before we would move forward.

When exactly did you request your first withdrawal and when did you cancel it? Is the casino still responding you? If yes, when was the last time they respond to you? Did you use any bonus to accumulate your winnings?

Also please if you have any additional screenshots or proof forward them to to nikolas.b@casino.guru.

Regards,

Nick

The first response was made 11/11/21 then on 12-3-21 they told me I had to cancel it and redo it so I did and yes they are still responding to me they keep telling me they will escalate it and to reach back on five days and I do reach back five days later and get the same run around. It’s nearly two months now.

Thank you Lmehmertz for all the information. I will now forward your complaint to my colleague Viliam who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Lmehmertz,

I looked at your complaint and will do my best to help you. I would like to invite Royal Ace Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

I reached out again today and they took all info down again and said they would pass it along to the payout team and to check back In 48 hours. I’ve been doing this for two months now. And no money

Hey all,

I've reviewed the situation and it appears everything is place to make this happen for you Lmehmertz, I have requested this be prioritized directly with the requisite department and we should see some movement shortly.

Best wishes,

Nick and Royal Ace

Dear Nick,

keep us informed, please.

So today I got a payment from Royal Ace Casino after nearly 3 months but it was for half the amount that I had won. I won 550 and I got 249. No explanation as to why. I am very disappointed with this whole transaction. I have learned it’s better to just go to a real casino then these online ones that are dishonest in many ways.

Greetings all,

When the winning deposit was made you opted to use a deposit coupon giving you an additional $249 to play and win with Lmehmertz. These optional bonuses increase your enjoyment and chances of winning but are non-cashable funds, if you lose them they are gone and the casino says nothing of it. It's a bonus. But if you win on them they are removed on review and approval of the requested withdrawal.

Sorry you're feeling disappointed Lmehmertz but glad I could assist in getting you paid.

Best wishes,

Nick and Royal Ace

Dear Lmehmertz,

I've corrected the disputed amount from $550 to $249 that was the maximum cash out from the bonus. We consider this case as resolved.

Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru