Declined Payment < personal information >
I played with Royal Ace Casino on February 28, 2024. I won $2000 and requested a withdrawal via check. No coupon codes were used during this session. I waited the approval time period of 7 business days as listed in the terms and conditions. I contacted customer service on March 11th to inquire about the status of the withdrawal and was informed that the request was being submitted for expedited approval and to check back in 24 -48 hours for the update. I logged into my account on March 12th and was notified that the withdrawal request had been denied due to missing verification information. I immediately contacted customer support to confirm what information was missing, given that I had just received a payout in October 2023 and information submitted for the 2/28/24 information remained the same. I was informed that you must update your information yearly if you have not requested a withdrawal. I reiterated it had not been a year since my last withdrawal. The representative then stated that you must reverify your information every 3 months. I complied by reverifying the information required to request a withdrawal. I was then asked to submit proof of address to move forward with approval. I sent the proof of address via the documents email link that was provided by the rep in chat. Upon submission and returning to chat the representative had discontinued the chat session. I immediately contacted customer support again and was connected to a different rep who informed me I had to go through all the verification steps again including resubmitted proof of address via a link provided in the chat in which I complied. The rep then informed that payout via check was not an option. When asked why I, given that that was the method in which I received previous withdrawals. The rep responded that they did not offer checks as a form of payout and I would need to provide info for a wire transfer. I asked what if my bank did not accept wire transfers and was told I would need to get another bank. I proceeded to inform the rep that the chat conversations had been recorded for the purpose of initiating a complaint. I was then told I was eligible to receive payout via a check but needed to resubmit verification once again and wait 48 hours to submit a new withdrawal request. Inquired why I needed to submit a new withdrawal and why was the initial request not being honored after all verification information was submitted as requested to complete approval. I was told that I needed to resubmit the withdrawal request and wait for the 7 business day approval time frame.
I am requesting that the initial withdrawal request submitted on 2/28/24 be honoured and that the withdrawal request be honored without further approval or delay.
Screenshot
