Formal Complaint Regarding Delayed Winnings Release

I have tried over and over to get my 28000 winnings for over a year and a half.

The staff will not give me the correct email addresses and has denied documentation over and over again.

I am posting support team conversations regarding attempted theft and their reasons why I don’t get paid.

I have a primary bank like they requested.

Royal Ace is trying to steal my money

I have been waiting almost four months since April for 4 withdrawals of 2500. They kept getting denied I asked can you just send my crypto those got denied I just want to be paid. I deposited a lot and really need the winnings. I came back promising Fst payouts and it's the same as before slow slow and use every excuse not to pay you.

I’m a level 5 VIP player at Royal Ace Casino. I play a lot and spend a lot to reach this level. One of the perks is supposed to be fast payouts. I have two withdrawals approved, however none have been paid. The first was approved May 18 2026 for $450.05 and the second was approved on June 1st 2026 for $1940. I would appreciate some assistance.

Please,

I need help getting my withdrawals ($2500, $1700, $1095, $2500, $550) from Royal Ace Casino.

My bank account is not being approved because it had a negative balance on the November statement. I have since made a deposit and brought the account to a positive balance. However, the statement won't be available until December 21st. But RA casino will not issue the withdrawals until I can provide the November bank statement (even though it won't be available until December 21st).

I asked RA if I could provide a letter from the bank verifying my positive balance, and RA said that was not acceptable.

RA has also refused to issue the withdrawals via Bitcoin.

Request ID: #11050268

Date: 10/25/2025 6:59:58 AM

Method: Bitcoin

Amount: $ -1,648.50

Cancel Withdrawal

I requested the above withdrawal on 10/25/25. About a week later, I chatted to see was any additional things were needed, did the verification, and was told that's all that was needed. No response.

A few days later was too; I couldn't get a bitcoin withdrawal, needed to do a bank wire ?? Sent in all required bank information, same account from the credit card I used at the Casino. Then I was told they don't use that bank. If I were to open up a new bank, then I would be told the account is too new!!

I asked they could do a one-time exception with a bitcoin withdrawal, and I'll never play on their Casino again .

I just simply want to get what I won; it's just confusing because I never had a problem with them accepting my method of payment to play .

I submitted a withdrawal for $1,100 and sent all required documents, which included a bank statement.

They are telling me they can’t send to this account because they think it is a Joint account.

Under my name is POD, and my husband’s name. This is just a beneficiary designation and does not mean it is joint. My husband is not on this account and has no access to it. I do not have any other single account that can be used, and they are saying there is no other way for them to send the withdrawal.

Surely someone there knows that POD does not mean joint!!

I have fully verified myself to the Royale Ace email and through chat logs.

I have sent all my required documents as said by the emailing team.

I won validly according to the terms and requirements as said by the chat operators in the live chat.

I placed my $112 withdrawal on September 12th.

Emails and operators have said that my winnings would be paid out in 7-10 business days.

It is already past the 7-10 business day as stated by the chat operator that I reached out with yesterday.

The chat operator said they put out a "urgent" withdrawal request as they sided with me and agreed, Mr. < first name removed > who is a chat agent said.

Why is there such thing as an "urgent" withdrawal request?

And now that they did that, it emailed me saying another 7-10 business days.

I have reached out to the help email team, no replies.

July 7, 2025

Dear Sir or Madam,

I wish to file a complaint against Royal Ace Casino regarding a $2500 withdrawal I requested on January 27, 2025.

Indeed, for months now, the casino services have been constantly demanding new documents from me and always finding a new excuse that supposedly prevents them from making the payment.

Here are the facts:

Following a win of $5000, I made a withdrawal request for an amount of $2500 on January 27, 2025.

All the documents have been submitted and the verification of my identity has also been validated.

However, with each follow-up from me via email, their services find a new excuse that prevents them from making the transfer.

Until the day when they deliberately withdrew my withdrawal request by re-crediting the $2500 to my balance.

I therefore had to resubmit the application on June 11, 2025.

And the payment has still not been made.

I also tried to contact Live Chat, which didn't provide me with any solution either.

I request that Royal Ace Casino promptly transfer the legitimate amount of $2500 to my Crédit Agricole account, for which all banking details have been provided to them.

I think I have been more than patient given that the problem has been ongoing for over five months and after more than fifty exchange emails, you will agree.

Awaiting your response, please accept, Madam, Sir, my most sincere regards.

Best regards.