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Royal Ace Casino - 3 months and still waiting for my payment

43 hours left for Royal Ace Casino to respond.
Drev1234 Illinois
posted on October 30, 2018.

So this is my first time dealing with this casino and recently found out there is a lot of problems with getting paid what is owed to you.....I made a $200 withdrawal request back in July it got accepted pretty quickly. It was approved on 7/30 and has been sitting in "processing" since. Granted it took about a week or two after the withdraw was approved to get my account verified but it's still going on 3 months I've been waiting for it to be sent to me. Everytime i talk to customer support there seems to get some new issue or the same issue that has already been fixed and having to do again and their "solution" is to escalate the issue which apparently doesn't do anything being as it has been escalated numerous of times and nothing has changed......about 3 weeks ago I did receive a $100 check from cool-cat casino and I was able to deposit it and it got cleared. I guess cool-cat casino is a sister casino if Royal Ace so the told me that the check they sent me had to be cleared first before they could process the $200 but it is now been over 2 weeks since I've done that and even emailed the financial department that it is done. and I was told that it was gonna be sent the following week (which should have been last week) but when I talked to them this past Friday they claimed financial department didn't know that the cool-cat check was in my account already, so I had to go through that mess again. And as of today all customer support could tell me was that they would let the financial department know about my withdrawal.....sorry for the long complaint but as you might get able to tell this is begging to be very irritating process and pretty ridiculous

posted on November 3, 2018.

Hi Drevlin--

I apologize for the difficulties you've been having with this.

I've checked on your account and unfortunately, what has already been explained to you is accurate. Our processor's have become quite tough when it comes to consecutive check payments. As a result, we cannot issue a consecutive check until the previous check has been confirmed as cleared. I understand that on your side that your bank may have released the funds to your account, however, this does not mean that the check has completed the clearing process.

I will be following your account closely and the moment I see confirmation of clearance from our processor, I'll make sure your next check is sent off without delay.

I'll keep you updated here, every few days.

All the best,

Tawni

Drev1234 Illinois
posted on November 3, 2018.

We'll see they never told me it wasn't cleared on their end they had me verify with my bank 3 different times that it cleared....but I talked to them today 11/02 and they said my check was sent as of 10/31 is that true?

AskGamblers
posted on November 6, 2018.

Dear Royal Ace Casino,

Please let us know if there's some update regarding this case.

AskGamblers
posted on November 11, 2018.

This complaint has been reopened as per Royal Ace Casino request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

Royal Ace Casino complaints

  • 140 of 147 resolved
  • 2 days avg response
  • 2 weeks avg complaint life
  • 2,693 USD avg amount

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