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Royal Ace Casino - 37 days and still no payout

RESOLVED
Complaint Info
Disputed casino Royal Ace Casino
Reason Delayed payment
Amount $ 686
Posted on November 19, 2021

I have currently been back and forth with Royal Ace via live chat as well as email. Live chat serves no purpose as it seems they just copy and paste the same generic responses. Email, not much different.

I have two pending withdrawals, one initiated on 10/10 and the other 10/16. I have yet to get any kind of information. Their response is "I'm submitting a ticket to escalate the issue" to a department that apparently has no direct line of communication email or otherwise.

Essentially, what I believe is they paid me out one time a year ago, from a small deposit I won a nice chunk of change, it took roughly two weeks as a new user to get my payout. So about a year later I figured I'd try it out again. Well I ended up winning in total roughly 800 off of a 20 USD deposit. I believe they are hoping I eventually just disappear and say forget it.

Slotslv, I receive my payout usually within a few hours. Longest I've waited (mind you my first payout with them) was roughly 12 hours. So this 37 days, is really just a joke.

Posted on November 23, 2021

Hi Cole--

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

I'm pleased to tell you that your payment was issued to your wallet, earlier today: 11/22 Paid $686 (0.01187434) + no Service Fees Bitcoin for transactions #82479416 ($186.00), #82479418 ($500.00).

Regarding the shortfall from your requested amount, this is because you received a bonus. All bonuses are non-withdrawable and as such, removed from your total withdrawal amount.

I wish you all the best,

Tawni

Posted on November 24, 2021

I did receive the payout, not the correct amount but I suppose it's better than not receiving a thing at all.
My total payout should have totalled up to $800.00

Posted on November 24, 2021

Here is the list of withdrawals

Posted on November 24, 2021

Sorry for spamming the thread I don't see an option to edit;
However, you can see where it was denied then rerequested by a manager. Also, the bonuses should be left on as a sign of good gesture, no? It took me 40 days to receive my money.

AskGamblers
Posted on November 24, 2021

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

Dear @ColeGoforth,

Kindly be informed that all bonuses are non-withdrawable and therefore, were removed from your total withdrawal amount. Please note that Royal Ace Casino management acted in accordance with their Terms and Conditions.

We thank both parties for their assistance during the complaint process.

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