Complaint #610 Royal Ace Casino

Regarding a $2500 withdrawal I requested on January 27, 2025

By Kevcol2907

1 year ago

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.

Disputed Casino Royal Ace Casino

Reason Delayed payment

Amount $2500

Discussion

AskGamblers

• Support Team

10 months ago

Dear @Kevcol2907,

Please let us know if there are any updates regarding your ongoing complaint.

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Should you fail to update your complaint within the specified timeframes, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body instead.

Thanks in advance for your cooperation.

Royal Ace Casino

• Representative

10 months ago

Hi Kevin--

Thanks for letting me know.

Tawni

Kevcol2907

10 months ago

Hello Tawni,

I'm currently taking the necessary steps, and it won't happen in 5 minutes.

Thank you for your patience.

Kevin

AskGamblers

• Support Team

10 months ago

Dear @Kevcol2907,

Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

Thanks in advance for your cooperation.

Royal Ace Casino Complaint Stats

Resolved 345 / 361

Avg. Amount $3,209

Avg. Complaint Duration 16 days

Avg. Response Time 3 days

Royal Ace Casino Complaints

See all complaints for this casino

Declined winning

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

11h left

$28,000

Been waiting three months

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.

Resolved

$2,500

Slow payouts

Dear AskGamblers Complaints Team,

I am requesting your assistance regarding a delayed withdrawal at Royal Ace Casino.

I submitted a withdrawal request for $2,357.00 on May 23, 2026. As of today, the withdrawal has not even been approved, despite the amount having been pending for nearly a month.

I have contacted Royal Ace Casino multiple times regarding the status of my withdrawal. Unfortunately, I continue to receive delays without any clear explanation as to why my request has not been processed.

I believe I have waited a reasonable amount of time for this withdrawal to be reviewed and approved. I am therefore asking AskGamblers to intervene and assist in obtaining a resolution from Royal Ace Casino.

Withdrawal Details:

* Casino: Royal Ace Casino
* Amount: $2,357.00
* Requested: May 23, 2026
* Status: Pending Approval

I can provide screenshots and any additional documentation needed to support my complaint.

Thank you for your assistance. I look forward to your help in resolving this matter.

Resolved

$2,357

Delayed payment of level 5 VIP

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.

Resolved

$2,390

Very delayed payout

My withdrawal request was approved on 12/26 and told it would be sent to processors within 7-10 business days. We are now on 1/26 and I have yet to receive payment. I have contacted customer service multiple times with the chats to prove of all my contacts. I just received an email on 1/22 stating my withdrawal was just sent to processors which I feel restarted my waiting process even though I have chats showing my withdrawal was sent to processors at the beginning of January. I need assistance with obtaining my winnings. U went through the long process of submitting documentation which included my birth certificate, marriage certificate and two months of banks statements back at the end of November 2025. Two months and no payout of $825. Please assist. Thank you

Resolved

$825

Delayed withdrawal requests

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.

Rejected

$8,345

Bank dispute

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 .

Resolved

$1,649

Checking account marked restricted for withdrawal

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!!

Resolved

$1,100

Royale Ace Delayed Payment and no help response

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.

Resolved

$112

Unpaid winnings and lack of communication

To: AskGamblers.com Complaint Service

From: ewiuff <email address removed>

Date: May 23, 2025

Subject: Formal Complaint Against Royal Ace Casino - Unpaid Winnings and Lack of Communication

This is a formal complaint regarding Royal Ace Casino's failure to process a legitimate $100 withdrawal and their subsequent unresponsiveness to my attempts at communication. I am filing this complaint through AskGamblers.com in the hope of reaching a resolution.

On May 2nd, I initiated a withdrawal request for $100. These funds were derived from a free sign-on bonus I accepted upon joining Royal Ace Casino. The terms and conditions of this bonus explicitly stated that the maximum winnings permissible from this offer were $100. I have diligently met all wagering requirements associated with this bonus and have also successfully completed all identity verification procedures as requested by the casino.

Despite fulfilling all obligations on my part, my withdrawal request remains unpaid. Furthermore, my attempts to contact Royal Ace Casino for clarification and assistance have been met with a complete lack of response and misleading information.

Specifically, I wish to highlight the following issues:

* Lack of Live Chat: The Royal Ace Casino website clearly advertises the availability of a live chat feature for customer support. However, I have found this to be non-existent, leaving me without a real-time channel to address my concerns.

* Unanswered Emails: I have sent multiple emails to Royal Ace Casino regarding the status of my withdrawal. With the exception of a single response confirming a change to my phone number on the account, all other inquiries regarding my unpaid funds have been ignored.

* Invalid Contact Number: The 800 number provided for customer support is not a valid, operational number, further hindering my ability to seek assistance.

This lack of communication and failure to process a legitimate withdrawal is deeply concerning and unprofessional. I have adhered to all of Royal Ace Casino's stated rules and regulations and believe I am entitled to the $100 in winnings.

I kindly request that AskGamblers.com investigate this matter and mediate with Royal Ace Casino on my behalf to ensure the prompt payment of my $100 withdrawal. I look forward to your assistance in resolving this issue.

Sincerely,

pwzt0i947h

Resolved

$100