Royal Ace Casino - Giving me the run around with payments

RESOLVED
mina77 United States
posted on December 11, 2015.

why aren't casinos held liable when they state in their terms and condit­ion­s..........that payouts are received after 7 business day........after my withdrawl was approved on nov 24 they still have not sent my withdrawl to the processor.....with their excuse there are soo many withdrawls.........i won 1800.00 less bonus and i have another 1800.00 i won god only knows when i will see that one..........can you guys please help me out...............t­hanks so much

mina77 United States
posted on December 17, 2015.

i am still waiting for my withdrawl

mina77 United States
posted on December 18, 2015.

how long before royalace has to reply???????????????

posted on December 21, 2015.

Hi mina77,

Apologies for the slow reply, but things are quite hectic due to the holidays.

I’ve looked into this for you and I can see that the payment for transaction #15307717 was paid for the amount of $1440 (plus the $40 service fee), via check and was sent on 12/14.

Your next withdrawal was approved in the amount of $1,510, also on 12/14.

All the best,

Tawni

mina77 United States
posted on December 21, 2015.

hi tawni, first off you guys are great at the 3 day approval for withdr­awl­s..........this money was won nov 20th.............its getting the money to the processor which seems to be the casinos problem. i would believe the argument thats its the holida­ys............but thats not true my last withdrawl took just as long. i know my next withdrawl was approved on 12/14..............is it going to take another 18 business days [almost a month] for me to receive my money???? note i just received the payment of 1440.00 yesterday.

mina77 United States
posted on December 24, 2015.

this is what they do stall or just ignore...............p­layers stay away

mina77 United States
posted on December 24, 2015.

i won another 1600.00 this is the 3rd business day still not approved will keep all gamblers posted

AskGamblers
posted on December 30, 2015.

This case has been reopened upon casino’s request and we would like to give it one more chance for a successful resolution.

mina77 United States
posted on January 1, 2016.

still waiting for my withdrawl that was approved 12/14

mina77 United States
posted on January 4, 2016.

the casino requested to reopen this case..........that was dec 30th. still no reply from them this is the 4th day??????

posted on January 6, 2016.

Hi mina77,

Yes, we requested this case be re-opened, as clearly we are doing everything necessary to make certain this is resolved. As to the fact that I did not respond quickly, I do hope you realize that we were in the midst of the holidays. Yes, I even get to take a bit of time off to enjoy with my family, as do most of our employees. So for that, apologies for the delay in response time.

As for your withdrawals, I know you’ve already been contacted by one of our Escalations Managers who explained that your payment in the amount of $1,510 was sent off on Jan. 2nd. Your last approval will head to processing within the next 7 business days.

I’ll continue to follow this on my end to ensure all goes smoothly.

Tawni

mina77 United States
posted on January 6, 2016.

thanks tawni for the update..........so it is my understanding that the 1510 is at the processor right now and the other withdrawl will be sent to the processor no later then 7 business days from today......when will i receive the tracking number for the 1510.00?????

mina77 United States
posted on January 8, 2016.

just received my 1510. thanks hoping the last withdrawl will be approved shortly let me know if you hear anything

posted on January 11, 2016.

Hi mina77,

Rest assured, I'll be staying on top of this. Thanks for posting. :-)

Tawni

mina77 United States
posted on January 12, 2016.

hi tawni, is my withdrawl going to the processor on friday?????? it seems thats the date the withdrawls get uploaded.......could you find out thanks

posted on January 13, 2016.

Hi mina77,

Glad to hear you received the payment. I'll check on this last withdrawal and get back to you shortly.

Tawni

posted on January 14, 2016.

Hi mina77,

As promised, I've followed up on this for you and I have good news. :-)

The final payment has already been approved and we're just waiting on tracking. I would expect to see the tracking early next week.

All the best,

Tawni

AskGamblers
posted on January 16, 2016.

We are waiting for a casino to provide a tracking number to the player.

posted on January 20, 2016.

Hi mina77,

More good news, the tracking information is available and was emailed to you on 1/14/16. Please let me know if you require any further assistance.

All the best,

Tawni

mina77 United States
posted on January 21, 2016.

all is good thanks tawni

AskGamblers
posted on January 25, 2016.

Based on the player's last post we consider this case as resolved and officially closed.