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By ngai
11 years ago
Message on forum

I deposited a total of 2500 at the casino. I was playing with a bonus. And my balance was at 8500. My account was closed and I cannot loggin.

Customer service said I will be refunded my deposit of 2500 but I have never received it back.

They won't let me continue to play... I could continue to play with my 8500 and finish the wagering requirements

Disputed Casino Royal Ace Casino
Amount $2500

Discussion

User name

Update:

$2500 was sent to "NGAI" via Moneybookers about two days ago.

Thank you,

Royal Ace Team

User name loyalty-level-2

no update received yet

User name

Hello and thank you for your message. We are looking into the details of this posting to see why this has happened. We will report back as soon as the details have been sorted out.

Royal Ace

Royal Ace Casino Complaint Stats

Resolved 342 / 358
Avg. Amount $3,216
Avg. Complaint Duration 16 days
Avg. Response Time 3 days

Royal Ace Casino Complaints

See all complaints for this casino
Unpaid winnings and lack of communication

To: AskGamblers.com Complaint Service

From: ewiuff <email address removed>

Date: May 23, 2025

Subject: Formal Complaint Against Royal Ace Casino - Unpaid Winnings and Lack of Communication

This is a formal complaint regarding Royal Ace Casino's failure to process a legitimate $100 withdrawal and their subsequent unresponsiveness to my attempts at communication. I am filing this complaint through AskGamblers.com in the hope of reaching a resolution.

On May 2nd, I initiated a withdrawal request for $100. These funds were derived from a free sign-on bonus I accepted upon joining Royal Ace Casino. The terms and conditions of this bonus explicitly stated that the maximum winnings permissible from this offer were $100. I have diligently met all wagering requirements associated with this bonus and have also successfully completed all identity verification procedures as requested by the casino.

Despite fulfilling all obligations on my part, my withdrawal request remains unpaid. Furthermore, my attempts to contact Royal Ace Casino for clarification and assistance have been met with a complete lack of response and misleading information.

Specifically, I wish to highlight the following issues:

* Lack of Live Chat: The Royal Ace Casino website clearly advertises the availability of a live chat feature for customer support. However, I have found this to be non-existent, leaving me without a real-time channel to address my concerns.

* Unanswered Emails: I have sent multiple emails to Royal Ace Casino regarding the status of my withdrawal. With the exception of a single response confirming a change to my phone number on the account, all other inquiries regarding my unpaid funds have been ignored.

* Invalid Contact Number: The 800 number provided for customer support is not a valid, operational number, further hindering my ability to seek assistance.

This lack of communication and failure to process a legitimate withdrawal is deeply concerning and unprofessional. I have adhered to all of Royal Ace Casino's stated rules and regulations and believe I am entitled to the $100 in winnings.

I kindly request that AskGamblers.com investigate this matter and mediate with Royal Ace Casino on my behalf to ensure the prompt payment of my $100 withdrawal. I look forward to your assistance in resolving this issue.

Sincerely,

pwzt0i947h

<email address removed>

Status solved Resolved
$100
Been given the runaround for nearly 2 months and still no payout

I have been playing at Royal Ace Casino and, needless to say that I have lost quite a bit of money there.

They have me on some type of vip tier, which apparently doesn’t facilitate me being paid, should I win, which I did, about 3 months ago. Not one penny of those winnings has reached my bank account.

After they requested paperwork and identification, which I forwarded countless times, only for them to reply that they either never received them or claimed that they were in the wrong format. That forced me to seek the help of my bank, which made it clear to me that I was being taken for a fool and made fun of by those casino support services.

\Well, when I informed Royal Ace that my bank would get involved, they finally admitted that they had all my paperwork and that my first transaction was approved. My total winnings were around $32,000, which I played down to around $22,000. Since they have a limit of $2,500/week,

I had a total of 9 transactions.

When they finally claimed that they were working on one transaction, which was around February 17th, there was no progress.

I contacted them several times, and their reply was that they were working on my payout, using phrases like” yay, your payment is on the way”, fully aware that it was a lie.

I think that all these times when they withdrew money from my account, acting as a casino that it was all a scam. And now, they have all my confidential information and documents.

I truly am so scared. I am 69 years old and I cannot handle this stress.

I love playing at casinos, and now I am scared of being scammed. After reading all the reviews about Royal Ace, I truly think that they have no intention of paying me.

Please help.

My player’s name is Ketsantia on their website.

Status solved Resolved
$22,000