Royal Ace Casino - Why so long to get paid for winnings?

RESOLVED
posted on March 21, 2013.

My wife and I decided to try our luck and play with Royal Ace on-line casino. We have played many online casinos in the past and present and have never faced anything like this before. Most of our past payout from other casino’s have been returned back to us very soon , and we have never had any past concern with other playing establishments. We decided to try Royal Ace casino because of the heavy advertising they presented on the internet and we never dreamed we would have an experience like this one. We started playing this casino about five days prior to getting our first bank withdraws. (We also played on one other sites, since we had a hit or miss time, of making deposits, when it came to approving our playing funds??). On March 15, 2013 I was playing and hit a large win and continued to play until I got to about $1000.00 or so , after hitting some minor losses( This is what I expected). When I applied to check out and withdraw my winnings, I called this casino's customer service number and was informed that it would be a faster process for me if I were to send in all of our documents (Drivers License, Photo copies of out credit cards, an application for withdraw, and a utility Bill with our current address on it) This to was what I expected. What I didn’t expect was the amount of time it would take this casino, to pay out its customer’s winnings. I was told that it would take up to and no more than 10 days and in most cases not that long (not 10 Business days) to get approved for my winnings. I was then told that I would get a withdraw Conformation number and have the deposit sent to me express mail. ). When I heard that it would take up to 20 more days or even more to get paid my winnings, I knew at this point that something was terribly wrong! Around March 18th, 2013 the charges to my credit/Debit cards stated to come in, as well as extra charges for INTERNATIONAL POS FEE(s ). I was told that that I would receive my winnings, minus my initial Bonus money when I collected my winnings. After think about this amount of time I decided to call later that day back to the customer service department. I called to Royal Ace casino and inquired to the possibility of having my winnings directly wired to my bank account for faster processing. I was told that wiring my money would be faster way of receiving my winnings (after processing) if I decided to pay an extra $50 fee. I told the customer service agent that I agreed to the fee of $50, as long as I would receive faster processing. I sent in the requested wire and bank information back to Royal Ace. After a day of thinking about this process, I started to become very concerned. After all they had my monie(s) and personal information, and I had nothing!!! I had experienced that once I started to question and inquire about my winnings, I would call the customer service line, and after waiting in the call line, when it came to my turn, I would all of a sudden be dropped from the call. This experience of being dropped from the call happened several times to me. I also have experienced that I would also get dropped from the on-line chat conversation once I logged into the on-line service. ???? (Why didn’t I do my research on this casino) With me being dropped from my phone calls, being dropped from several live chat conversations, and the casino having all my money and banking and wiring information and not hearing a positive step from them, I was wondering what kind of Casino was I dealing with?? Royal Ace seems to hold all the cards (pardon the pun) and I hold nothing. I would not want to game with this group of Casino(s) in the future, if this is what I am to expect. Too many Red Flags!! Why is it taking so long to collect my winnings, It didn’t take them 20 or a lot more days to collect my money or my banking information.

Frankly the trust issue keeps getting in the way with this casino.

Today(Aug 21, 2013), I tried to call again and check on my payout status, and my phone call was dropped 5 times. It wasn’t until I used another phone-line until I was able to talk with a person about my account. I asked to speak with a supervisor, and after a considerable wait, The supervisor stated that it would be not until the end of the month until I would even know if I was approv­ed?­///­//?­??S­eri­ous­ly??? With all the money that this casino makes from all its player, Why is a Grand so hard to pay out???, Why is it taking so long to get my money wired to my account? If it is not approved until the end of the month, then I will have to wait another period of time to have the processed funds returned to my account. Ask yourself, as a player would Royal Ace wait for that long of time before they would get paid, after you played on their site? I really don’t know how they stay in business? At this point I don’t know it I will play with this casino again. I'm going back to several other casino’s where the payout is quick. I should have done my research first. As it stands as of now, I will not be playing again with Royal Ace or any other casino(s) who process through this method, until they change the way they pay out the winnings the same way that they collect their deposits. I have played several other casinos and I have never had this kind of problems with them.

posted on March 27, 2013.

Dear Player

We will look into this matter and will get back to you shortly

AceRevenue Teaml

posted on March 27, 2013.

I will be waiting for your real reply. Seems like another delay or ploy(a tactic intended to embarrass or frustrate an opponent) for stalling. It look you until the last min. to reply.

posted on March 31, 2013.

I contacted Royal Ace via the live chat and I was told that they approved my withdraw on 3-22-13 I am now waiting for a formal responce from Royal Ace Casino after they failed to respond after the 27th of March (3 day period) If and when I receive a check, I will close case or I will contact casino comission authourities.

posted on April 2, 2013.

Dear Player:

Your payment was approved on 3/22/2013 4:27:34 PM . You should be receiving it shortly

AceRevenue Team

posted on April 2, 2013.

I will be waiting. I was told that it would arrive soon (like this next week), once it is paid(?) I will close case.

posted on April 6, 2013.

Dear Player:

Payment was processed on 4/4/2013 at 5:45:45 PM and you should be receiving it shortly

AceRevenue Team

posted on April 6, 2013.

I will be waiting for my winnings. Could you provide a tracking number so I can track the package? Thank you.

posted on April 10, 2013.

Dear Player

Casino is waiting to retrieve the information from the third party processor. As soon as it is available they will be contacting you with the Fedex tracking number

Thanks

AcerEvenue Team

posted on April 10, 2013.

Thank you I will be waiting . How long will it take to get the information from the third party?

posted on April 10, 2013.

Dear Royal Ace, Didn't you tell me that the payment was processes already? How long now. Payment was approved, processed and what am I waiting for now?

posted on April 14, 2013.

Dear player

We are not at the office today. We will be responding accordingly tomorrow morning

Thanks

AceRevenue Team

posted on April 14, 2013.

SO I have to wait another 3 days for you to respond......?

posted on April 16, 2013.

Dear Player

Royal Ace informed us that you should receive your tracking information by Friday the latest. Once available you will be contacted accordingly.

AceRevenue Team

posted on April 16, 2013.

Thank You "ASK Gamblers". Looking forward to receiving this and ending this chapter.

posted on April 18, 2013.

Dear Player:

Please let us know once payment has been received.

Thanks

AceRevenue

posted on April 18, 2013.



will let you know when it is received. Thank you

posted on April 19, 2013.

Received my check today. Thank you very much!

posted on April 19, 2013.

Dear Player:

We are glad to hear you received your payment. We are requesting AskGamblers to please close this issue as solved.

Thanks

AceREvenue Team

AskGamblers
posted on April 19, 2013.

 Complaint solved!