Complaint #142
Royal Ace Casino
Delayed Withdrawal Request, Ridiculous Payout Time
8 years ago
I originally submitted my $2,500.00 withdrawal request on 9/7/17. Approximately six hours later I noticed the funds were placed back into my account and I did not receive any communication for the denied request. Subsequently, I called Customer Service to find out why my request was cancelled and the rep asked if I had used any new credit cards for making deposits. I stated that I had not used any new credit cards since sending in my verification documents, I have only used Bitcoin. After placing me on a brief hold, the rep came back to me and apologized for the rejected request stating that it was a mistake on their part. I was asked to resubmit the withdrawal request and was told that it would be escalated up to management to have the payment expedited.
I have called multiple times and have been told by various reps that my request is "near the top of the list" for approval, but seemingly nothing is being done. The request is still pending approval and I can no longer reach a support rep via phone. Multiple reps have assured me that my account is in good standing and that there is no reason for my request to be denied.
This is an absolutely ridiculous amount of time for the request to be approved. Once the request is finally approved, I'm told that I will have to wait an additional 7-10 days for the funds to be paid out. Players should not have to jump through all of these hoops and continue checking up on any progress for weeks on end. I see why this casino has a terrible reputation, and unless this situation is rectified, I will not be giving any more of my hard-earned money.
I have called multiple times and have been told by various reps that my request is "near the top of the list" for approval, but seemingly nothing is being done. The request is still pending approval and I can no longer reach a support rep via phone. Multiple reps have assured me that my account is in good standing and that there is no reason for my request to be denied.
This is an absolutely ridiculous amount of time for the request to be approved. Once the request is finally approved, I'm told that I will have to wait an additional 7-10 days for the funds to be paid out. Players should not have to jump through all of these hoops and continue checking up on any progress for weeks on end. I see why this casino has a terrible reputation, and unless this situation is rectified, I will not be giving any more of my hard-earned money.
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