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Royal Ace Casino - Still no payments after 40+ days

RESOLVED
Complaint Info
Disputed casino Royal Ace Casino
Reason Delayed payment
Amount $ 6120
Posted on June 24, 2020

Dear Ask Gamblers,

Your support team said that I can resubmit this unresolved complaint. Thanks!

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The following payouts were approved on May 12 and was requested as a wire transfer to my Wells Fargo checking account...

$2140, $2480, $1500 (Royal Aces) + < information referring to issue with another casino removed>

First, when I sent the required info for wires, the casino said that I could not use my Wells Fargo account for a wire transfer due to issues with the bank rejecting them. The casino said "No Bank of America, Wells Fargo or Chase". So I opened an account with Bank of the West (which cost me $50). When I provided the new account details, they said I could not use Bank of the West either for the same reason. I tried to open a Citibank account but due to COVID-19, I had to make an appointment and I really did not want to open a 3rd checking account. I contacted the VIP team and asked if I could use bitcoin. They said yes, but I have to deposit 3 times using the same wallet.

Transferring money from my bank to my Coinbase wallet took 8 days, when I finally got the money in my bitcoin account I deposited the required number of times which set me back $90 ($30 x 3 deposits = $90). I emailed royala­­ce­@­v­ip­­hel­­pm­a­n­ag­­er.com and [email protected]­­as­i­n­os­­upp­­or­t­c­en­­ter.com my bitcoin wallet info on May 30, June 1, June 2, and June 9...and did not get any response until June 10th after I contacted the VIP team and asked what is going on.

The VIP representative then told me that the finance team sent my first payout of $2140 on June 2 as a wire to my WELLS FARGO ACCOUNT. Which is the first bank I gave them which they said would not work. I am completely dumbounded as to why I had been running in circles for a month just to have the finance department do exactly what they said they would not do. At any rate, I decided to let this go and just wait the 10 days for my wire. The VIP person assured me that the rest of the payments would go to my bitcoin.

Fast forward to today, June 20. After several follow ups. I have none of my payments.

Turns out that all but the last payment was sent to Wells Fargo, the bank that they warned me might not accept the international wire.

I literally have been sent in circles for no reason, I provided a good alternative payment method - which was ignored - and i have nothing.

Posted on June 24, 2020

Just to provide an update, I received the $1500 Bitcoin payment from Silver Oak.

I also sent my bank statements from May and June to the Royal Aces team as per requested and the email I got back said

"At this moment I know for sure that we have a delay from the wires that we have send on 6/2/2020. Let's give it a time till the end of the week. It should hit your account any time soon."

Obviously, it is delayed. The wires should have a corresponding tracking or confirmation number and a solid ETA once its in the system. I have been told for weeks that the wires have been "sent". If they were sent, then the dates should be clear. Each time the casino tells me to wait one more week. I would like to know where EXACTLY are my payouts.

Posted on June 28, 2020

Hi Tiffani--

I apologize for the delays you've been experiencing.

I've reviewed your account and I do see that there are three wires which have been sent to processing. As it does appear to be quite a delay, I've sent a query to our processor. I would expect I'll have a reply, sometime tomorrow. Once I have an answer, I'll come back with an update.

All the best,

Tawni

Posted on June 28, 2020

If the wires have not been sent to my bank, I would prefer to just have them redirected to my bitcoin wallet

Posted on July 1, 2020

I have received the first two wires, still waiting on the last one

Posted on July 5, 2020

Hi Tiffani--

Thanks for confirming you've received the first two wires. ;-)

I do expect you'll find the final wire in your account in the next few days.

All the best,

Tawni

AskGamblers
Posted on July 6, 2020

Dear @buffy415,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified that, in case you fail to respond within the given timeframe, we will consider your case resolved and it will be closed accordingly.

Please keep in mind 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.

Thanks in advance for your cooperation.

AskGamblers
Posted on July 8, 2020

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

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