This is what I call professional and responsible Customer Support.
Keep up the good work!
mtuttle328 submitted a complaint.
Slow payout with Royal Ace Casino
I played a match bonus, depositing $60 and getting $60. I played through the required amount, and then some, and put in for one withdrawal in the amount of $750 on 12/5, and a second withdrawal in the amount of $250 on 12/6. So, I had also been greeted by "Carla," who was very pleasant--but could give me no info on my money. She did, finally, tell me via email, as did my account, that the two withdrawals were indeed approved on 12/9/11.
The website states 7 to 10 business days for payment; and now they are saying 10 to 20 business days for payment! And even that is, again, from this "Carla," not from the official payout department.
Please help me get my withdrawals!!! Thank you so much...Happy Holidays.
PS--I have sent you via email @ support a copy of the screen shot of my account with all of my transactions.
Your payment should be processed next week around Tuesday.
Okay, I shall wait until Tuesday and I would appreciate it if they would, in fact, send me
the Fed Ex confirmation number once it goes out.
Thank you again, and happy Holidays to all!
Marjorie A Tuttle
As soon as we receive payment information we will be informing you accordingly.
I shall hope to hear from you soon with either the check, or the
tracking number. Good day.
Royal Ace mailed out your latest payment request as previously informed, however, please be advised that with this particular payment solution processing company Casino will not have tracking details available.
Please let me know if by the end of the week you have not received the check.
I shall keep an eye out for the payment, and hope it comes by the end of the week as promised. Thanks, Happy Holidays!
Still no payment has arrived; Can you find out from Royal Ace from what country they are sending the payment out of? I know that it takes significantly shorter to clear customs from, say, Canada than it does from Europe most of the time...So even if it is "overnight," it simply means that ONCE it clears customs they get it to me the next business day. I would appreciate this information, and again, Merry Christmas and a Happy New Year!
Still NO payment received, and I have not heard from Royal Ace as to where the check was sent from; no contact with me whatsoever--I would appreciate it if you could please find out where they sent this check from, for customs reasons.
Again, thank you and Happy New Year.
Royal Ace informed me that processor sent them an update:
Ship date Dec 23, 2011
Estimated delivery Dec 30, 2011
Munds Park, AZ
Still waiting for the check to get here from Fed Ex...Royal Ace has provided a tracking-
ing number with an ETA of today...so we shall see if it arrives.
Please contact Royal Ace CS agents, they have your Fedex tracking number.
Ace Revenue Team
This is your payment Tracking number:
Fedex Tracking: 9612804086545860013703
Finally the check has arrived...
Thank you for all you have done to mediate, and I am sure this would have taken
even longer without you!
Happy New Year!
We are very glad to hear it from you. This case is solved successfully!
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