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Royal Ace Casino - Took my deposit, my $15,000 winnings, and closed my account with no reason given

Complaint Info
Disputed casino Royal Ace Casino
Reason Account closure
Amount $ 15000
JM5423 Wisconsin Message
Posted on October 6, 2018

I signed up for casino on 10/3/2018. I deposited $250 with a bonus of 300% for a total of $1,000 with a 10X play through. I played a variety of different slot games and won over $17,000 that day. I then requested $15,000 in withdrawals and continued to play with the rest. When I went to log in the next morning, I received a message that said my account was restricted. I then sent an email to support asking why I could not log in, they said "I am sorry your access has been revoked and this decision is non-reversible". I then asked why and the reply was that they were "sorry" but no reason. I then asked for a reason so I could do a review and the response was "the decision is, unfortunately, non-reversible". I have never been given a reason for them taking my deposit, withholding my winnings, and closing my account.

Posted on October 10, 2018

Hi Jake--

I've checked into your account and I see that the reason for your withdrawal being denied and your account being closed is because the deposit you made was uncollected--after you made the deposit, the bank refused the transaction.

Unfortunately, there is nothing I can do to reverse this.


Posted on October 13, 2018

Dear @JM5423,

Please make sure to confirm whether your bank refused deposit or not. Please keep in mind that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Rejected upon player's inactivity and it will be closed accordingly.

Thank you for your cooperation.

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