What's new

  • What's new
  • Notifications
Search
Search for over 1000 casinos, slots, bonuses

Recent Searches

Clear

Notifications
failed to load.

Reload

You don't
have any
notifications.

Reload
View all

Notifications
failed to load.

Reload

You don't
have any
notifications.

Reload
View all

Royal Ace Casino - Ignoring my emails and zero communication

RESOLVED
Complaint Info
Disputed casino Royal Ace Casino
Reason Verification issues
kosedv Malta
Posted on May 8, 2021

I used the free spins coupon I received by email from the casino and won 100eur meeting all wagering requirements. During wagering, I sent an additional email and asked them for some extra information about the bonus. But I only received an automatic reply and never received any actual reply. After completing my wager, I tried to withdraw but the cashout page showed me that I am unable to do so due to certain reasons - but no clear information why. I decided to fill in all verification documents in advance and sent them according to casino information. Again I received an automatic reply but never any actual reply from them. I would like to claim my winnings as I sent them all the required information. But my problem is that they completely ignore my emails. If you could help that would be great. I attached all emails and other info screenshots to show the situation is real.

AskGamblers
Posted on May 8, 2021

Dear @kosedv,

The AskGamblers Complaint Team is kindly asking you to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

kosedv Malta
Posted on May 8, 2021

Hello, sorry for my mistake. It's 100USD, not EUR.

Posted on May 11, 2021

Hi Konstantin--

Just as with your previous complaint with Captain Jack, because you reside in Malta, you are not eligible to cash out on a free Welcome chip.

I've attached the restrictions for your country--you can also find this by checking our terms and conditions on our website.

All the best,

Tawni

kosedv Malta
Posted on May 12, 2021

Hi Tawni, why was I sent this offer in the first place then? I received a personal invite via email from Royal Ace. You know that I reside in Malta. It's registered in my profile. And you, knowingly, send me offers that can not be redeemed by me in the end? Is this normal for you? Or you guys do such things intentionally, to waste people's time? And please mind that even up till now I still haven't received a single reply from any of your casinos via email regarding my verification documents submitted.

AskGamblers
Posted on May 12, 2021

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Royal Ace Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Sign up for +100 No Deposit Spins!

This offer is not applicable to residents of Great Britain.

By subscribing you are certifying that you have reviewed and accepted our updated Privacy and Cookie Policy