This is what I call professional and responsible Customer Support.
Keep up the good work!
Chele7722 submitted a complaint.
Two months still no payment from Royal Ace Casino
Same online contact response for the last two months.
info: Please wait for a site operator to respond.
info: Thank you for using our LiveChat Service. This is 'Amanda'. Please verify your Email and Phone Number so that we can assist you.
chele7722: email@example.com 9133062131
Amanda: Thanks! How may I help you?
chele7722: Checking to see if there is info on my 200$ withdrawal from 2 months ago.
Amanda: Please hold while I check your account, thank you for your patience!
Amanda: I'm truly sorry, i know it's taking a long time to reach you but we still do not have pick up information for you.. we are waiting for the processor to send the money and get back to us
Amanda: with the information for you to pick it up
chele7722: I was told that I would have the info no later than today. I have been getting a cut and paste response for the last two months
info: Your chat transcript will be sent to firstname.lastname@example.org at the end of your chat.
chele7722: is the processor even real?
Amanda: We cannot ever promise you a date, we can give you a date to check back to see if we have the info but it doesn't mean that we definitely will have it on that date
Amanda: Of course the processor is real.
Amanda: We will send you an email just as soon as we have the info
chele7722: How can this take two months to pay out? every week it's the same answer. Has anyone ever been paid?
chele7722: Let me guess, I will check back on Tuesday, then Friday, is that about all you can tell me?
Amanda: Yes of course people get paid. It can take awhile to pay out if there are processor delays. They have a certain limit of how much money they can pay at one
Amanda: at one time sorry
Amanda: I am telling you we will definitely send you an email once we have the information,
Amanda: I do understand your frustration but again, I can't promise you any dates
chele7722: Okay, have a good weekend.
We will look into this matter
When this deposit was first awarded to me by royal ace, they told me they were experiencing longer than normal payout delays, yet it would take no more than two weeks to pay out. Apparently they sent it to the processor to be paid two months ago, and the processor is supposed to send me an e-mail for pick-up. However, each week I get the same response. I really liked this casino, yet it is beginning to feel like a sham. Either they are broke, never intended to pay, or it is run poorly.
By checking your Royal Ace Casino we've noticed your payment was sent on 6/28/2012 11:37:28 AM via Money Gram. Somehow processor never provided the casino your pick-up information and money was returned.
Royal Ace will solve this payment issue ASAP
Why are you just finding out about this? I have called and e-mailed twice a week on this, but apparently nothing was looked into. Same answer every time. This is very bad business, and more time waiting on an outcome.
Since there was an error; casino resent on 8/8/2012 1:26:31 PM your payment. This time is a cashier check. You should be receiving it by next week
I will let you know once I receive it. Thank you.
Pick-up information should be available within the next 24 hours.
Your Fedex tracking number is available. Please contact any CS agent and request it from them. For security reasons we are unable to post it here.
If you need any further assistance please contact us back
I received an e-mail informing me the check should arrive tomorrow. I will let you know. Thank you.
Please confirm once check has been received.
We've been informed that Fedex delivered the package with your payment on Aug 16th.
Please confirm you've received it
Received the check via FedEx. Thank you for resolving this withdrawal.
After confirming player received his payment we kindly request this issue to be closed as solved
Please close this complaint, this has been paid. Thank you.
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