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Royal Ace Casino - Takes forever to payout

RESOLVED
Complaint Info
Disputed casino Royal Ace Casino
Reason Delayed payment
Amount $ 360
Jknight5665 South Carolina
Posted on October 20, 2020

This casino takes forever to payout. I'm in the USA, used bonus spins, played through requirements and won $360, it's been over a week and haven't made it through first process. Talked with live chat twice, first time it was 3 days and I'd hear something,4 days later talked with them again, time started over and it changed to within 7 days.im on day 7 not including weekend and still no email. I should've read the reviews on this casino beforehand,because everyone says the samething,and I'm using bitcoin. I will not use them again.

Posted on October 24, 2020

Hi Jamey--

I apologize for the frustration you've been experiencing with this.

I've reviewed your account and I see that we do not have your ID and a current utility bill on file for you. In order to issue payment, we do need to receive this.

I've attached my email address (privately)--please send these two documents to me at your earliest convenience. As soon as I receive this, I'll arrange for your withdrawal to be paid without delays.

All the best,

Tawni

Jknight5665 South Carolina
Posted on October 25, 2020

I have emailed Tawni all the required documents she requested to her private email and she is passing it along to finance department. I have already done this 3x to the support team,so the situation is still unresolved as of now (week 3).

Posted on October 29, 2020

Hi Jamey--

Your withdrawal was paid to your wallet, Tuesday: Paid 10/27 $100 (0.00779725) Bitcoin for transaction #68335321.

As you can see the payment is less than what you requested. The reason for this is that your withdrawal comes from free spins, which allows only for a max cashout of $100. I've attached the terms of the bonus.

I wish you all the very best,

Tawni

AskGamblers
Posted on October 29, 2020

Dear @Jknight5665,

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.

Jknight5665 South Carolina
Posted on October 29, 2020

The payout has been paid! Thank you to ASKGAMBLERS for everything.

AskGamblers
Posted on October 29, 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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