Royal Ace Casino - Need Help Getting $700 Withdrawal

posted on July 29, 2016.

I was a VIP at Royal Ace until I started withdrawing money. I hit a streak of luck at the end of 2015/beginning of 2016 and requested numerous (approximately 12) withdrawals. On average, these withdrawals were around $1000. The first 6 withdrawals went like clockwork; it took about 2-3 weeks from the time I requested the withdrawals until the money was in my pocket. After that, each withdrawal required me to make more phone calls, talk to more people, listen to more excuses, and of course wait longer to get my money. The time it took from my withdrawal request until the money was in my pocket stretched from 2-3 weeks to more than 2 months for the final withdrawal.
So, with so much frustration, I didn't play Royal Ace for a few months. About two months ago, I decided to give Royal Ace another try. After several deposits totaling a few hundred dollars, I finally had a few good games and requested a withdrawal of $700. About a month later, I receive an email from the VIP desk telling me that they could no longer simply credit my withdrawal back to my credit card. The only way I could get my withdrawal was by wire transfer or wait another month for a check to be mailed to my address. I told them I would just wait for the check in the mail. I called back a month later asking for status. When I called the VIP phone number that I had always used, I was told that I was no longer a VIP and all of my questions had to be directed to the regular customer service number (888-288-2944). I have now called this number several times. Each time, after waiting 5 minutes I am asked to leave a voice mail. I have left a voicemail, but no one has returned my calls. Can AskGamblers help me to get my $700 withdrawal from Royal Ace? Thank you.

posted on August 2, 2016.

Dear @Bamaguy,

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

posted on August 3, 2016.

I have not heard from Royal Ace regarding my compliant.

posted on August 4, 2016.

Hi Bamaguy--

I'm terribly sorry for the delays and frustrations you've experienced with this.

I've taken a look at your account and I see what's happened here: You requested payment via Pay2Card and unfortunately, this is no longer a payment option. Your payment was uploaded at the same time Pay2Card was exiting and for whatever reason, Finance missed moving your payment to another option (or even contacting you for that matter). Further, it appears that no one ever caught this and I'm absolutely embarrassed that this occurred.

I've gone ahead and asked Finance to get this sorted out for you IMMEDIATELY. I'm hoping your tracking will be in by tomorrow--if not tomorrow, it should be in by Monday. Generally, players receive payment the day after the tracking comes in (sometimes the same day). As soon as I receive your tracking, I'll post an update here with that information.

Again, apologies for the delays.

All the best,


posted on August 5, 2016.

Hi Bamaguy--

I'm very happy to say your tracking came in late this afternoon. :-)

I see that your payment is set to be delivered tomorrow (Friday) by noon, your time.

Again, I'd like to apologize for what happened with this.

I wish you all the best,


posted on August 8, 2016.

I received my withdrawal. Thanks for your help getting this matter resolved.

posted on August 8, 2016.

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.