Royal Ace Casino - Delayed payment and getting run around about getting paid

RESOLVED
Corey Head United States
posted on April 24, 2016.

I had a very good weekend at Royal Ace Casino winning around 12000. I requested a withdrawal, I sent my paperwork the next day. On 3-17 All my withdrawals were cancelled and I was on chat and told my paperwork had not been sent in. I sent it to two different emails before I received conformation of receiving it. On 3-24, 2200 was approved after taking the bonus amount out. On 3-30, 1500 was approved and 1000 was reset. I called and talked to a customer service rep that said this was normal, I then ask her when I would receive the 2200. She said I should would receive my tracking info on 4-4. On 4-9 I still had not received my tracking info and I went to chat where I was told I would have to email escalation, which I did. I received an email from finance that said my case would be escalated.On 4-19 after not receiving any more info I emailed finance again and on 4-20 I received an email saying they were still waiting on the processor. I've had 8950 approved and I'm still waiting on 2700 to be approved. Any help would be appreciated, because I really like this casino but this seems to be a recurring theme about slow or delayed payments.

AskGamblers
posted on April 29, 2016.

Dear Corey,

Please let us know if there's some update on your issue.

Corey Head United States
posted on May 2, 2016.

I've received 3700, but have had no contact with Royal Ace Casino. I would prefer to leave this open until receive the rest of my withdrawals.

posted on May 2, 2016.

Hi fb_101­536­478­938­51588,

I certainly understand your frustration and I sincerely apologize for what you've experienced.

It's the weekend and I'm currently working from home and unfortunately, I don't have access to your account at the moment. I will make this a priority to look into, first thing tomorrow morning and I will report back with what I find.

All the best,

Tawni

AskGamblers
posted on May 5, 2016.

Dear all,

Please let us know if there's some update regarding this case.

posted on May 9, 2016.

Hi fb--

I can see that we're waiting on tracking on your most recent payment (hopefully I'll have that in, tomorrow). Another payment will be sent out tomorrow or Tuesday at the latest with the tracking most likely coming in before the end of the week.

I'll be back as soon as I have more information.

All the best,

Tawni

AskGamblers
posted on May 12, 2016.

Dear all,

Please let us know if there's some update regarding this case.

posted on May 13, 2016.

Hi fb and AG--

I do see that fb's latest payment was delivered this afternoon (Thursday). The last payment has already been sent off, so I'm hoping to see the tracking of this by mid-week, next week.

Of course I'll report back as soon as the tracking comes my way. ;-)

Take care,

Tawni

AskGamblers
posted on May 16, 2016.

Dear Corey,

Did you received your payment, can we close this complaint? Please be advised that in case you fail to respond within the given time frame we will consider this case as resolved.

posted on May 17, 2016.

Hi AskGamblers--

I'm still waiting on his last bit of tracking--I hope to have it tomorrow or Wednesday. ;-)

Thanks,

Tawni

posted on May 18, 2016.

Hi fb--

Not sure how this happened, but I received the tracking AFTER the payment was delivered to you, earlier today (so confused!).

Just very happy to know you've received the payment. :-)

All the best,

Tawni

AskGamblers
posted on May 21, 2016.

Dear Corey,

Did you received your payment, can we close this complaint? Please be advised that in case you fail to respond within the given time frame we will consider this case as resolved.