Royal Ace Casino - Will not communicate or send checks

RESOLVED
Beverly Lewis United States
posted on June 24, 2016.

Beverly Lewis Royal Ace casino ID; cuddlebug

Royal Ace was fun, and I won quite a bit. BUT..as most people know getting your winnings is next to impossible. Below is a list of APPROVED withdrawals. I have been told, you WILL get your winnings, we are just "behind" as we have had lots of payouts.
Another answer: your account is with the processors now. Another answer: It hasn't been sent to processors yet.
The list goes on.....
They do not answer the phone # given, and the chat rep. told me the only way to reach the payout dept. is thru email or chat.
I am exhausted and have tried to be patient.

05/20/2016 08:24 PM Check Withdrawal Approved! -$2,500.00
05/18/2016 05:26 PM Check Withdrawal Approved! -$850.00
05/13/2016 06:13 PM Check Withdrawal Approved! -$1,000.00
05/11/2016 07:25 PM Check Withdrawal Approved! -$1,200.00
05/04/2016 12:35 PM Check Withdrawal Approved! -$2,348.00
05/04/2016 12:35 PM Manager Withdrawal Approved! -$102.08

As you can see 05/04/2016 till now is absurd.

Could you help. Beverly [email protected]

posted on June 29, 2016.

Hi Beverly--

I'm so sorry for the delays you've experienced with this.

I've had a look at your account and I do see that payments have now been sent off. I would expect to see the tracking on this before the end of the week--generally, payment is delivered the same or next day that tracking comes through.

I'll update as soon as I receive your tracking.

All the best,

Tawni

posted on June 30, 2016.

Hi Beverly--

I'm happy to say I've received tracking! :-)

You'll be receiving two packages, which will be delivered to you tomorrow (Friday)by 10:30 AM. These two packages will cover three withdrawals ($1000, $1200 and $2348).

Another payment will go off tomorrow, so I would expect you'll receive that at the end of the week.

I'll continue to monitor this until you've received the total of your payments.

I hope you have a wonderful holiday weekend!

Tawni

Beverly Lewis United States
posted on June 30, 2016.

Hi Tawni, Wow. I am so happy about this. Thank you so much.
Beverly Lewis

Beverly Lewis United States
posted on July 1, 2016.

Hello Tawni, Glad to let you know that Two (2) checks arrived promptly this morning (07/01/2016). I still have one to go, but was so pleased. Can't say it enough.. Please leave this case open until my last check arrives and they are all cleared.
Beverly Lewis

Beverly Lewis United States
posted on July 1, 2016.

My bank would not deposit my checks. They are being sent thru Fed. Reserve for conversion. She said it may take up to 60 days for complete, plus $15.00 per check to process. Here we go again.
Beverly

Beverly Lewis United States
posted on July 3, 2016.

How can I get a credit on my credit card, instead of a check. It looks as if I will have problems getting a check cashed or deposited in my area.

posted on July 5, 2016.

Hi Beverly--

Unfortunately, we are unable to credit winnings to credit cards. I'm going to ask one of our Escalations Managers to contact you direct to see what we can do for you with this. I'll stay in close contact with her so I am able to update this, accordingly.

All the best,

Tawni

Beverly Lewis United States
posted on July 7, 2016.

Hello Tawni, I am still awaiting my remaining checks. (1) $2500.00, and (2) $850.00. There is a small one for $102.08 also. Could you check on the status please. I have 38 hrs. left to resolve it.
Thanks, Beverly lewis

Beverly Lewis United States
posted on July 8, 2016.

Hello Tawni, I received a check yesterday in the amount of $850.00. Still awaiting the one for $2500.00 and one for $102.08. Thanks

Beverly Lewis United States
posted on July 9, 2016.

Hello Tawni, I would request you send my remaining checks so this issue will be finalized soon. ($2500.00) and ($102.08) Thanks, Beverly Lewis

posted on July 9, 2016.

Hi Beverly--

As it's the weekend, I'm not in the office now, but I'll look into the balance of your payment, Monday. ;-)

Have a great weekend,

Tawni

Beverly Lewis United States
posted on July 9, 2016.

Thank you Tawni and you have a good weekend also. Beverly lewis

Beverly Lewis United States
posted on July 12, 2016.

Hello, Tawni. Monday has come and gone and no word from you. Please respond to my email.
thank you. Beverly Lewis

posted on July 12, 2016.

Hi Beverly--

I'm so sorry, but I came to work late today. The good news is your tracking is in and I do see a payment is set to be delivered to you tomorrow (Tuesday), no later than 10:30 AM. ;-)

I'll continue to monitor and update you until you've received your withdrawals in their entirety.

Tawni

Beverly Lewis United States
posted on July 12, 2016.

Thank you Tawni. I will be watching out for the payment and further communication from you.
Beverly Lewis

Beverly Lewis United States
posted on July 12, 2016.

Hi Tawni, A check arrived today right after 10:00 a.m. for $2500.01.
Much appreciated. Will await the last remaining check and then it will be resolved for good. You handled this very professionally and I thank you.

Beverly Lewis United States
posted on July 13, 2016.

Hi Tawni, Please finalize my complaint and I will be so HAPPY! Beverly Lewis.

posted on July 15, 2016.

Hi Beverly--

I've had another look at your account and from what I'm seeing, everything's been paid.

The $102.08 is a manager's withdrawal (different from a player's withdrawal). This essentially is the removal of bonus monies, as all of our bonuses are non-cashable. The bonus you used which this related to was BOPPER200.

I hope this clears things up for you and I hope you're still happy with me. ;-)

I wish you all the best,

Tawni

Beverly Lewis United States
posted on July 15, 2016.

I want to thank you for all of your help. I will consider everything resolved.

Have a wonderful summer. Beverly Lewis

AskGamblers
posted on July 15, 2016.

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.