Complaint #75
Royal Ace Casino
Promises,Lies and More Lies over a $3088 win
9 years ago
On Aug 3rd 2016 , I'm sitting at Home bothering no one . I Don't have any plans or intentions of playing at Any Casino today. I get a Phone Call From Royal Ace Casino (TOM) He States he's calling to Verify My Account . Well I tell him Sure he can ,but I probably won't be making anymore deposits there ( as I had zero luck with 3 previous deposits , after being referred to Royal Ace by Planet 7 ) I tell him that each of those previous deposits I couldn't even win small amounts to keep me going long enough to have some fun atleast . But I don't mind verifying my account , and I do. He even asks me how often I check my email account and if it's best to Call or Email me . I stated I check my Email once a Day sometimes once every 2 days, I can be reached by Phone or Email. Phone if it's urgent , Email if it's not . ( I'm already Documented & Verified at Planet 7 for withdrawals ).
Now the lies start, Tom States he has a Great Special Bonus for me if I only Deposit $50 . Says it's No Rules/ No Max Cashout. I said No Thank you as I didn't want to go thru any Play thru or Other stuff and I had No luck at their Casino . Tom says I tell you what Sabrina , for you if you don't Win with the Bonus give me a Call straight back and I will give you your $50 Back to play again , it's like playing your Deposit twice Sabrina. I give in and say Yes Tom I will make a Deposit , Tom says great I will cross my fingers that you win. I say I hope I win or atleast get to play awhile , as that has not been my previous experience with Royal Ace.
I make the $50 Deposit and See that sure enough there's $150 in my Account to play with . I played Several different Slot Games at mostly $2 a spin, some $1 to $1.25 a spin. Don't win anything off $150 and it's gone in about 30 min.
Soo I Call Tom Back , He answers Straight Away. He states Hey Sabrina I just spoke with you. I say Yep Tom it went just that Fast!! I said Tom I told you this is why I don't deposit here anymore "I can't win anything".!! Tom States Don't worry Sabrina , I've already put your Deposit back into your Account just like I told you I would . I tell him Thank You and he says maybe you will win on that . I laugh , He laughs when I said I doubt it . We say Goodbyes & hang up.
I log back into Royal Ace there's my $50. I Play the slot PayDirt and around the 3rd 4th spin or Soo I get the Feature Bonus . I Win $3,000 WOW!!! I'm in Shock!! I log out Excited to Call Tom to tell him my Faith has been restored in Royal Ace!! ( I wasn't ready to Cashout at this point) .
Well 1st Call No one Answers.
2nd Call it rings , then Voice mail & I leave message for Tom to Call me. ( I get a weird feeling)
3rd Call a Man by Name of Adrian answers, I ask for Tom. He says Tom just went on a 15min Break. I'm Excited Soo I Tell Adrian Everything!!! I mean Everything word for word starting with Tom calling me out of the Blue to verify my acct . Adrian listens then the Bottom falls out!!
Adrian tells me ( as I'm sure he's looking at my account) that He's Sorry but Tom should have told me that I Must Wager 30 times before Cashout. I said What???? Tom Never said 1 Word about wagering 30 times!! Never. Adrian goes on to state at this Point the most I could Cashout would be about $1,500. I thought for a Second and said You know what Adrian , That's ok I don't mind wagering 30 times my deposit that Tom put back into my Account and withdrawal $1500 or Soo . Adrian says he's Sorry , but he always hears Tom tell Everyone they must wager 30 times. I state well he did Not Tell me That , Simply because I would have Never did a deposit in the beginning of this whole Bonus Special thing. I tell Adrian it's OK , That Tom was Nice enough to give my deposit back and Now I have Won Soo I'm Happy I can withdraw atleast $1500 or Soo. I want to play some more anyway. He's says maybe you will win some more , I said maybe . He apologized again , we hung up.
I log back in and start to play . I win $234 , $100, $29, and Soo on . My play gets Cut off as I'm playing on My Phone . It's Tom From Royal Ace... I'm excited to tell him about my WIN Finally at their Casino and I was just playing when his call cut me off the game. Tom States that he is Sorry ,but Adrian Told me Wrong about Being able to do a Cashout . I said What ?? Yep ,Now Tom is Saying that the Most I can Withdrawal is $100 . Now I'm really Shocked and feel sick to my stomach!!! Tom says what he gave me was " insurance" and the most you can cash out is a $100. I said NO Tom , You Never Ever Told me None of this when YOU Called ME today !!! I would have Never Made A Deposit IF this had even been Mentioned and you know this ... I said ,Now I did accept the fact that you didn't tell me about the 30 times wagering and I was even Nice about that , But Now the Story Changes Again. I told Tom I feel Very Scammed and Taken Advantage of , Especially When I was Sitting at Home minding my Own business Not Bothering a Soul. I Did Not Call Royal Ace and Ask for a Bonus , Special or Promotion. Tom Called Me!! Tom Offered Me this Great Deposit Deal stating No Rules /No Max Cashout , Then Stating IF I didn't win , That HE would Give My Deposit Back . He Never Said There Was Strings Attached, Never. He Presented to Me as a Special Bonus only for just Me over the Phone.. This Most Definitely falls under the Terms and Conditions as " Unless Specifically Stated as otherwise ". But Now Tom is trying to State different Things.
I Have Not Played another Cent on My Account at Royal Ace . I Have logged in to Check / Make Sure My Balance has Not Changed almost Daily . I Have Done Some research , quite a bit since then. Tom and Adrian Told me 2 Completly different Things and they both know what each one said to me . As they were in the Same room together. Soo there's No junk about Tom didn't know Adrian said this , Or Adrian didn't know Tom said That...
Now I would like to resolve this in a peaceful adult manner..I did agree to Deposit $50 when presented / Told about this Special By Tom at Royal Ace ... I did agree to wager 30 times when Adrian Stated Tom Told me Wrong .
(I can understand 1 Mistake by a Business) ... Do I Cashout the $1500 or Soo ?? Or do I Play / Wager the money 30 times my deposit , then Cashout possibly more than $1,500 ?? I'm trying to be reasonable , because i feel I'm actually entitled to my entire winnings of $3,088... But I am Not a Greedy person , Nor Dishonest .
Please Note this is Only My 1st Step in trying to resolve this .. It is my Sincere Hope this can come to a End on this forum..If this can't be resolved on AskGamblers to Benefit Both Parties , I have the ability and Means to take it further , to obtain a Justified Resolution.
* My Phone is programmed to record all incoming Calls that originate internationally Or domestically It can be disabled , on August 3rd 2016 it was not .
Sincerely ,
Sabrina
Now the lies start, Tom States he has a Great Special Bonus for me if I only Deposit $50 . Says it's No Rules/ No Max Cashout. I said No Thank you as I didn't want to go thru any Play thru or Other stuff and I had No luck at their Casino . Tom says I tell you what Sabrina , for you if you don't Win with the Bonus give me a Call straight back and I will give you your $50 Back to play again , it's like playing your Deposit twice Sabrina. I give in and say Yes Tom I will make a Deposit , Tom says great I will cross my fingers that you win. I say I hope I win or atleast get to play awhile , as that has not been my previous experience with Royal Ace.
I make the $50 Deposit and See that sure enough there's $150 in my Account to play with . I played Several different Slot Games at mostly $2 a spin, some $1 to $1.25 a spin. Don't win anything off $150 and it's gone in about 30 min.
Soo I Call Tom Back , He answers Straight Away. He states Hey Sabrina I just spoke with you. I say Yep Tom it went just that Fast!! I said Tom I told you this is why I don't deposit here anymore "I can't win anything".!! Tom States Don't worry Sabrina , I've already put your Deposit back into your Account just like I told you I would . I tell him Thank You and he says maybe you will win on that . I laugh , He laughs when I said I doubt it . We say Goodbyes & hang up.
I log back into Royal Ace there's my $50. I Play the slot PayDirt and around the 3rd 4th spin or Soo I get the Feature Bonus . I Win $3,000 WOW!!! I'm in Shock!! I log out Excited to Call Tom to tell him my Faith has been restored in Royal Ace!! ( I wasn't ready to Cashout at this point) .
Well 1st Call No one Answers.
2nd Call it rings , then Voice mail & I leave message for Tom to Call me. ( I get a weird feeling)
3rd Call a Man by Name of Adrian answers, I ask for Tom. He says Tom just went on a 15min Break. I'm Excited Soo I Tell Adrian Everything!!! I mean Everything word for word starting with Tom calling me out of the Blue to verify my acct . Adrian listens then the Bottom falls out!!
Adrian tells me ( as I'm sure he's looking at my account) that He's Sorry but Tom should have told me that I Must Wager 30 times before Cashout. I said What???? Tom Never said 1 Word about wagering 30 times!! Never. Adrian goes on to state at this Point the most I could Cashout would be about $1,500. I thought for a Second and said You know what Adrian , That's ok I don't mind wagering 30 times my deposit that Tom put back into my Account and withdrawal $1500 or Soo . Adrian says he's Sorry , but he always hears Tom tell Everyone they must wager 30 times. I state well he did Not Tell me That , Simply because I would have Never did a deposit in the beginning of this whole Bonus Special thing. I tell Adrian it's OK , That Tom was Nice enough to give my deposit back and Now I have Won Soo I'm Happy I can withdraw atleast $1500 or Soo. I want to play some more anyway. He's says maybe you will win some more , I said maybe . He apologized again , we hung up.
I log back in and start to play . I win $234 , $100, $29, and Soo on . My play gets Cut off as I'm playing on My Phone . It's Tom From Royal Ace... I'm excited to tell him about my WIN Finally at their Casino and I was just playing when his call cut me off the game. Tom States that he is Sorry ,but Adrian Told me Wrong about Being able to do a Cashout . I said What ?? Yep ,Now Tom is Saying that the Most I can Withdrawal is $100 . Now I'm really Shocked and feel sick to my stomach!!! Tom says what he gave me was " insurance" and the most you can cash out is a $100. I said NO Tom , You Never Ever Told me None of this when YOU Called ME today !!! I would have Never Made A Deposit IF this had even been Mentioned and you know this ... I said ,Now I did accept the fact that you didn't tell me about the 30 times wagering and I was even Nice about that , But Now the Story Changes Again. I told Tom I feel Very Scammed and Taken Advantage of , Especially When I was Sitting at Home minding my Own business Not Bothering a Soul. I Did Not Call Royal Ace and Ask for a Bonus , Special or Promotion. Tom Called Me!! Tom Offered Me this Great Deposit Deal stating No Rules /No Max Cashout , Then Stating IF I didn't win , That HE would Give My Deposit Back . He Never Said There Was Strings Attached, Never. He Presented to Me as a Special Bonus only for just Me over the Phone.. This Most Definitely falls under the Terms and Conditions as " Unless Specifically Stated as otherwise ". But Now Tom is trying to State different Things.
I Have Not Played another Cent on My Account at Royal Ace . I Have logged in to Check / Make Sure My Balance has Not Changed almost Daily . I Have Done Some research , quite a bit since then. Tom and Adrian Told me 2 Completly different Things and they both know what each one said to me . As they were in the Same room together. Soo there's No junk about Tom didn't know Adrian said this , Or Adrian didn't know Tom said That...
Now I would like to resolve this in a peaceful adult manner..I did agree to Deposit $50 when presented / Told about this Special By Tom at Royal Ace ... I did agree to wager 30 times when Adrian Stated Tom Told me Wrong .
(I can understand 1 Mistake by a Business) ... Do I Cashout the $1500 or Soo ?? Or do I Play / Wager the money 30 times my deposit , then Cashout possibly more than $1,500 ?? I'm trying to be reasonable , because i feel I'm actually entitled to my entire winnings of $3,088... But I am Not a Greedy person , Nor Dishonest .
Please Note this is Only My 1st Step in trying to resolve this .. It is my Sincere Hope this can come to a End on this forum..If this can't be resolved on AskGamblers to Benefit Both Parties , I have the ability and Means to take it further , to obtain a Justified Resolution.
* My Phone is programmed to record all incoming Calls that originate internationally Or domestically It can be disabled , on August 3rd 2016 it was not .
Sincerely ,
Sabrina
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