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Royal Ace Casino - Continued delaying of withdrawal

51 hours left for marcsumnerhunt to respond.
marcsumnerhunt Virginia
posted on November 9, 2018.

I won a good amount on Royal Ace Casino over two months ago. For the first two weeks Royal Ace casino kept asking for more and more verification. I would send them pictures of my I.D., address verification, bank card confirmation, bank account verification etc.. I understand the importance of verifying that I am actually the person I say I am but it definitely gave me the vibe that they were stalling. After two weeks of sending verification forms and information they confirmed my identity. Then for they asked for me to send in my bank account. For another two weeks I would check in everyday to make sure they received my banking information. Finally after two weeks I was told that my banking information was in fact confirmed and that I would receive my money in 7-10 days. So, after 10 days and still no money I again contacted them and they told me that they hadn't received my banking account information. I was asked to send it in yet again. This time after threatening to report them I was put in contact with a manager. I was on a chat with this manager for about two hours. He was very polite and seemed to really want to help. Once again I was told that my bank account information was now confirmed and I would receive my money but he didn't know how long it would take. Seriously, after two months of dealing with the staling, misleading confirmations and disingenuous support staff I am really frustrated. Can you all help me with this please? I am suppose to receive a $2255 withdrawal via wire transfer.

marcsumnerhunt Virginia
posted on November 13, 2018.

Still no response from Royal Ace Casino. I have continued to check in with them everyday and all they can tell me is that my withdrawal has been approved. It has been months of this back and forth with them. Incredibly dishonest business!

posted on November 17, 2018.

Hi Marc--

I apologize for not getting to this complaint sooner...

I've checked on your account and i do see your payment has already been issued: 11/13 Paid $1025 + $20 Service Fee for transaction #40909198. Further, I've received confirmation that this was sent by the processor, 11/15. With this, I would expect you'll find the funds in your account, Monday or Tuesday at the latest (if not already).

Regarding the shortfall, there was a removal of $1210 to cover charge backs which were issued against the casino.

At this point, there are no further payments to be issued.

All the best,

Tawni

AskGamblers
posted on November 17, 2018.

Dear @marcsumnerhunt,

Please make sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if you got the payment. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

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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