This is what I call professional and responsible Customer Support.
Keep up the good work!
Royal Ace Casino wont payout winniings
I played for a long time at this casino and put in hundred of dollors, i receiced a 250.00 bonas and played it down until my monies and the bonus monie was used up then at last I hit a jackpot for 4500.00 on slots which ni played all most all the time. I payed with that jackpot and increase it to 6500.00 and then asked to cash out 2500.00. They said that non of the 6500.00 was cashable because I played roulette for a short time and that i cant have any of my winnings. I not only lost all of my monies but the jackpot as well. This is crazy and unbeliveable. Can you help?
We will check this inquiry and will gte back to you accordingly
they have not resolved the issues of payment to me for the winnings
On 5/21/2011 12:14:12 PM your account was credited with $250 Cash-back Bonus. As per Casino Rules available on our site following rules apply:
I. *Minimum 30 times wagering of Cash-back bonus (excluding Roulette, Craps, Baccarat, Pai Gow Poker & Sic Bo, with each $1 wagered on Blackjack and Video Poker counting as $0.50 wagered)."
Unfortunately it seems you've played Roulette with this bonus which entitled the casino to void all winnings. According to the game history report; winnings were generated when playing Roulette and Video Poker.
Although and due to the fact you are a good player; Casino Manager allowed to cash-out $500 which is 2X the amount received. A pending withdrawal of $500 is waiting for approval since 5/28/2011 at 5:45:01 PM .
Your $500 cash-out has been approved on 6/3/2011 at 6:31:32 PM. We will be sending you payment information once it has been sent out.
After approval withdrawals take 4- 7 business days to be processed.
We will reopen this case and wait 4 more days that player confirms that funds has received.
As the submitter has not update us about this case after few reminders, we will consider this case as resolved.
Leave your comment about this complaint
- Table Games
- Video Poker
- Specialty Games
- Microgaming Games
- NetEnt Games
- Playtech Games
- RTG Casino Games