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Royal Ace Casino - Still no payout after almost 2 months

RESOLVED
drews0n United States
Posted on December 30, 2017.

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.

Posted on January 2, 2018.

Hi Drewson--

I'm very sorry, but I've been off on holiday for a few days. I'll be back in the office tomorrow and I'll be looking into your issue.

I'll be back as soon as possible with answers.

All the best,

Tawni

drews0n United States
Posted on January 3, 2018.

Appreciate the response Tawni. Please get back to me asap.

drews0n United States
Posted on January 4, 2018.

Still haven't heard back from you.

Posted on January 8, 2018.

Hi Drewson--

I'm very sorry for not getting back to you sooner--I've been a bit overwhelmed with catching up on things. :-/

I've looked at your account and I do see everything is in order for your withdrawal. Unfortunately, we're having some issues with our Bitcoin processor currently, which is delaying payments. If you'd be happy with a wire or check, I can have this issued for you immediately. Please let me know if either of these options would work for you.

Tawni

drews0n United States
Posted on January 10, 2018.

Thanks Tawni. I will opt for a wire transfer. Please let me know how to proceed asap

Posted on January 13, 2018.

Hi Andrew--

Before I had a chance to see your reply, our Payments Manager was able to issue your payment to your Bitcoin wallet: 1/12 Paid $2000 (0.14159292) Bitcoin for transaction #29771963. ;-)

Again, apologies for all the difficulties with this.

I wish you all the very best,

Tawni

drews0n United States
Posted on January 14, 2018.

Thanks Tawni! Payout was received. Appreciate your assistance and I hope future payouts will be much more swift.

To Askgamblers, Complaint is RESOLVED!

AskGamblers
Posted on January 14, 2018.

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.

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