I've dealt with Royal Ace before in 2016, and that was a very swift process. They sent me the check within a reasonable amount of time after my withdrawal was requested.
Fast forward to November 6 2017, I began playing their casino and re-submitted my documents. Was missing a utility bill which I sent in twice for good measure. Finally on December 20, my documents were supposedly approved. Each time throughout the document approval process, I was always informed from the numerous agents I've spoken to that the documents support team will e-mail me or contact me, none ever did. I had to check by reaching out to a rep myself every single time. There were some good agents, but also some bad. There were a couple reps that were able to provide more substantive answers, but ultimately gave me the same runaround. My withdrawal is still pending.
The worst part of it all is they keep pushing the problems to the "documents support team" which is never available. They provide hours of Central European time, but chat is never online when I login during there supposed open hours.
The straw that broke the camels back was this seriously unhelpful rep named "Joe" who would just provide answers like "Well, you need to talk to document support" , and "well, document support will answer those questions" even though I already informed him that I've spoken to document support already .
Also this time around, they have the option to withdraw via bitcoin which I thought would make the entire process a lot smoother and quicker. Turns out it has delayed the process as I've sent in 3 emails now with the instructions to email the casino you play at, and the username you play with to paymen[email protected]casinosupportcenter.com along with your bitcoin address. I did so 3 times and there is still no bitcoin address associated with my account.
It's really getting ridiculous and for all the times I swiped my credit card in good faith, this has seriously been an unnecessary headache. I've refrained from submitting a complaint but it seems to be the only means to get a response.