This is what I call professional and responsible Customer Support.
Keep up the good work!
cwqueenbee submitted a complaint.
I can't seem to get paid from Royal Ace Casino
On March 9, I submitted a withdraw request for $2500. It was approved on March 16 minus a $200 bonus. That was fine, but it took me 3 weeks to receive the funds after approval. On March 10, I submitted a withdraw request for $1500. It was not approved until March 27. 17 days it took for approval even though it states 7-10 days. Here it is April 19, and I still have not received the money. I keep calling and emailing them, but they keep playing games with me. They don't know when the processor will release the funds. It has been 6 weeks since my original request. On March 29, I made 2 more requests for $2500 each. They had to be made separately as the limit is $2500. On April 9, I got approval for one of the requests, minus the $200 bonus. The other request is still sitting in pending, 21 days later.
They have no idea where my other $2300 is either.
I believe I have been more than patient. I have played at other casinos and not had any problem. But 6 weeks waiting on my money is ridiculous. As I told them, they don't wait for their money as my card gets charged right away. Can you please help me resolve this? I do not see a way to attach the screen shot, but I do have it to submit. Thank you
I will check into this and will get back to you soon.
Dear Ace Team,
I have been told that you will "check into it" for over a month now. At this point you owe me $6300. Could you please just resolve this issue? Thank you
This is the first issue we've receive from you.
We will checking your account tomorrow morning
I'm sorry. I thought the countless phone calls and emails to the payout department and customer service were enough to count as hearing from me. If you can move this along, I will be so grateful.
A check for $1500 was processed on 4/19/2012 at 2:03:39 PM
A second check for $2300 was processed on 4/20/2012 at 7:56:04 PM
You should be receiving both checks shortly.
I appreciate your response. Since it is April 24, and I haven't received any of those checks, could you possibly give me tracking information? Also I need to know why my other withdraw request for $2500 has been sitting in pending since March 29. That is 26 days it has been sitting in pending. Quite a bit over your 10 day promise. Thank you
I received 2 checks today. One for $2300.00 and one for $1500.00. I will deposit them today and hope they are good checks. I want to thank you for your help in this matter, as it was not getting resolved on my own. I still need to find out why my other $2500 withdraw request is still sitting in pending, one month after I requested it. They tell me every week that it should be processed by week end. So far, it is still in pending. Could you once again help me so that we can close this complaint? Thank you.
Please let us know once checks have been cashed-out.
I have put the checks in the bank. Just waiting on them to clear. Now can you please tell me why you keep refusing to answer the question on my pending withdraw? $2500 has been pending since March 29. I was told by customer service that it would be approved by the end of last week, and again by the end of this week. IT HAS BEEN 30 DAYS!!!!! I should already have my money by now and you haven't even approved it yet.
First of all we would like to clarify AceRevenue is the Affiliate Program that promotes Royal Ace. We are not responsible of cash-outs approval. We contact the casino in case of a complaint regarding any payment delay or issue with the casino.
We have been informed that a cash out has been approved on 5/2/2012 at 5:04:08 PM there is still another cash-out that should be approved within 4-7 business days after last approval.
Dear AceRevenue Team,
While I appreciate your response, this casino continues to play games with me. On March 29, I made 2 withdraw requests for $2500 each. The first one has been paid, but the second one sat in pending for 35 days. Despite countless phone calls, emails, and promises that it would be approved, it just sat there in pending. Now i find out that on May 2, they split my request in half and only approved $1250, while leaving the remaining $1250 to sit in pending to start the whole approval process over again. There was absolutely no reason to do this, as 2500 is the amount they let you withdraw. After 35 days, I should have my money, not have them play games and make me wait longer. And the fact that they say it will be approved in 4-7 days is a total lie, as they told me that they have to pay out the first request before they can approve any more. I will probably have to wait another month before I get the funds, which means that my money will sit in pending for at least another month. A horrible way to do business
We will ask the casino why amount to be approved was split in 2.
They have not responded. Please, I would like a legitimate answer.
Some processors have limits on the amount of money the casino can send. In order to avoid a delay and since the processor used previously has a 1 time transaction per month, then casino split the transaction in 2 using a second Third Party processor.
Please accept our apologies for the inconvenience
I don't get that response at all. It was sitting in pending approval since march 29. if the processor only approves one per month, they should have approved it in April. Now in May they split it in two and made me start the process all over again. At this point, I have $1250 approved on May 2, but have not received the money, and $1250 STILL sitting in pending where it has basically sat since March 29. Am I ever going to get my money or at the very least, a response that makes sense?
Casino will approve the last payment today
They have approved it, but the first one is still sitting in escalations. It has now been 7 weeks since I originally requested the money. Any idea when they will send it?
A check for $1250 will be processed today. There will be only one left payment of $1250 to be sent out shortly.
A check for $1250 was sent out according to Royal Ace on 5/21/2012 at 2:31:19 PM.
You should be receiving it anytime soon
Is there perhaps a tracking number? I have asked them but no response.
Since payment is processed by a third party processor casino is to waiting to receive that information from them. Once available we will be sending it to you.
Well here it is, May 27 and they are still "processing" the check. I understand, 2 months is not enough time to process! This is beyond ridiculous!
As mentioned before, money was sent already by the processor although casino still has not received tracking number from the processor.
It has now been 2 months and one day since my original request of $2500.00. I am still waiting on the final $1250.00. Over 2 months to get the money they owe me. One excuse after another. TOTALLY RIDICULOUS!
As per Royal Ace Casino last 2 checks were sent already:
5/21/2012 2:31:19 PM - This one you should be receiving this week
5/31/2012 5:24:35 PM - This one has been sent out today
Well, here it is, June 3 and I am still waiting for my money.. It has now been 66 days since my original request. Any way that you look at it, it comes up ridiculous!
Casino informed us that there was a mistake and first payment of $1250 was payed since 5/21 via Wire Transfer to the information you've given to the Casino and you should have it by now on your bank account. The second payment of $1250 was sent on 5/31 and you should be receiving it by Friday.
Please check into this and confirm if first payment if $1250 has been received yet
We will request Finance Department to check into this and verify with the processor
FINALLY!!! After almost 3 months, I finally received my money. This was too ridiculous! I thank everyone who helped me.
Enjoy your winnings! Case solved..finally ;)
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