Ag Awards

Royal Ace Casino Payout

Complaint Info
Disputed casino Royal Ace Casino
Reason Declined payment
Posted on May 16, 2014

I recently one 600.00 on 9/27/11 and submitted my withdrawal the next day I received an email stating it was decline because I did not submit all request information. So I contacted them and they said I needed to send in all credit cards used, then I explained to them that one of credit cards expired and another one was replaced, in fact both of expired and replaced with new ones. They told me they would get back with me in 24 hours, then the next day of course when I called they send my information to the fraud department and said I still did not send in the correct credit cards, now remember you can't play unless you have vaid credit cards, in order for them to get paid, I then spoke to account manager and he told me everything was fine but it would be about 14 days before I receive my winnings, well this weekend I played and won 2600.00, of course my request was denied for withdrawals because I did not have enough information, but remember when I spoke to the account manager everything was ok, now I have to wait until monday and send back in all my documents, and of course they will come up with an excuse as to why my request was rejected. I only played with 50 dollars, and they were trying to say that I won with there bonus money, but I won with my own money, thank God for emails and transactions history on my greendot prepaid credit card.

Posted on October 4, 2011


I will check into this with the payouts and customer service departments to see what did happen.


The Royal Ace team

Posted on October 7, 2011

I have contacted RoyalAce everyday since I won the $2500.00 last saturday. Since my complaint I have received one denial then within 3 hours on the same day, I received a congratulations on 10/4/11. When I contacted the casino on 10/4/11 this same day, I was told I needed to send in my documentation because they have not receive the information, so I refaxed the information, and wroted a note on one of the authorization forms. When I contacted the casino on yesterday, one of the customer service reps stated that she could not tell wheter my documents had been received and suggested that I take pictures of the documents than email them to the casino. Once I got home, I contacted the casino earllier today and a gentleman answer the phone and was very nice and helpful he assured me that he wanted to resolve this situation soon and get me my payout. He recommended that I make copies of two of the credit cards that I used and anyone that I did not use to write a note that I was not using them and he would handle this matter soon. So far I have not received a denial or a message in my email over to let me know if I have been denied or approve. I faxed all of the documents and kept a copy of the fax confirmation for proof that I faxed the documents requested..

Posted on October 8, 2011

Hello "calexander".

We took a look into the notes and see that you have a message asking for the documents for the credit card ending in 7121. I do not know if you discussed this with the gentleman you referred to in your last post, so I am just drawing your attention to this.

Thanks again,

The Royal Ace team

Posted on October 8, 2011

I have explained to Royal Ace Casino several times that the credit card they are asking for has expired 9/11 and it was replaced with a new credit card, that has a diffrent number, I have explained this several times on the authorization pages and sent in the new card that has replaced it. I called the bank and they said they cannot provide me with a copy of the credit card for my protection. I have explained this several times to the casino, and even faxed a copy of the new card that has replaced the card they are asking for. I do not understand why they are being difficult when they know the credit card expired on 9/11, clearly the credit card was mine or I would not have been able to use it.

Posted on October 11, 2011

Hello calexander,

Please understand that I am trying to assist you here. Please check your inbox as we are very close to resolving this issue and I have sent you the necessary details.

Best regards,

The Royal Ace team

Posted on October 12, 2011

Yes, Royal Ace Casino, I have checked my inbox and there is nothing there but a balance of $2500.39. My withdrawal was placed back in my balance for the third of fourth time. I have explained to Royal Ace Casino on sunday night, that the credit card ending in 7121 was a pre-paid credit card for US use only, that I used the weekend of labor day. I do not have the card becuase it was prepaid visa, that I purchase to gamble with, but when I learn I could not use this card, I through it away because it was no use for me. If Royal Ace would check there records they will see it was a prepaid visa card for US only. Lastly the card that I won with, I have faxed this information in several times, and they did not ask for this nor did they ask for my bank card, that I thought they were referring to, but learned on sunday when I found the expired bank card, that they did not even request the updated bank card. 

Posted on October 13, 2011

Hello calexander,

What I had meant when I asked you to "check your inbox" was your actual email, not your casino lobby. Since then you and I have spoken and it looks like we have sorted the final credit card issue. A confirmation of the deposit should follow shortly.

Thanks again,

The Royal Ace team

Posted on October 14, 2011

I did hear a reply from Royal Ace Casino, in fact I received an email and spoke to two VIP's they did apologize and assure me I would receive my winnings, they were very nice. The mix up was with the credit card I used, I throw it away after I used all my funds because it was a prepaid gift card, and I did not think I would need it again. I will make sure next time I use a prepaid card I keep a copy of it, just in case I win again. Once I receive my check I will write a reply, but I want to receive it first.

Posted on October 17, 2011

Hello again,

I have spoken directly with "calexander" (as they mentioned in their last post) and worked on sorting this payment. It should not be long now before the payment is on its way to them.

Thanks again,

The Royal Ace team

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