Complaint #344
Royal Ace Casino
Verification and Payment delays
6 years ago
I requested a withdrawal for $2,000 on 7/5/20. Received an email that my request has been received by Royal Ace. I’ve completed the identity confirmation by their 3rd party HooYu prior. I sent a follow up email on 7/9/20 asking for an update. I received an email on 7/10/20 telling me that in order to proceed with the withdrawal that i need to provide additional documents that I wasn’t aware of and was not informed to do so. It’s not even stated in the terms and conditions.
So I sent everything on 7/10/20 that they asked for and I asked if there’s anything else that they need from me but did not get anything, the only thing i received was an email stating that they have received what I sent and payout team member will be in contact within 3 business days. I've Sent follow up emails on 7/13/20, 7/14/20 and 7/15/20 and everytime i get a reply they're telling me that i am missing a document and could not finish up the process and this "missing document" is a credit card authorization form for a card number ending that i do not have. I keep telling them that i do not have a card ending in that number and they still keep on insisting that i am missing that document. I did get an email on 7/15/20 telling me to send them the same documents that I sent out on 7/10/20. So I re sent the documents on 7/15/20 and 2x on 7/16/20 but did not received any confirmations that they’ve received it. I’ve been also been doing the live chat service asking for an update and every person that I talked to since 7/13/20 was telling me that they’ve escalated my issue and will be prioritized. Come to find out that it wasn’t escalated until 7/16/20 afternoon. I tried following up again using live chat then the team member that i was chatting told me that the documents they’re requesting now needs to be sent to the finance team instead of the documents team. In the evening of 7/16/20 i used live chat again and this lady really helped me out. She was the only one that gave me the information that i needed to know and after chatting with her for almost 1 hr she then told me that all my documents are good to go and told me that the Finance/Payout team is now looking into my banking details for review which really got me upset. All my banking details has been sent out on 7/10/20 recieved an email that a payout team member will reach out to me within 3 business days if there's any issues. I recieved an email at midnight from the payout team telling me that they don't use process payment to my bank because its restricted to them... unbelievable. I asked what financial institution that its not restricted to them and other options but did not get an answer. Now this is the kicker... I logged into my RAC account this morning and i saw that the $2,000 that i'm trying to withdraw is back to my account. I requested the same amount to be withdrawn via check.
A little help will be greatly appreciated.
So I sent everything on 7/10/20 that they asked for and I asked if there’s anything else that they need from me but did not get anything, the only thing i received was an email stating that they have received what I sent and payout team member will be in contact within 3 business days. I've Sent follow up emails on 7/13/20, 7/14/20 and 7/15/20 and everytime i get a reply they're telling me that i am missing a document and could not finish up the process and this "missing document" is a credit card authorization form for a card number ending that i do not have. I keep telling them that i do not have a card ending in that number and they still keep on insisting that i am missing that document. I did get an email on 7/15/20 telling me to send them the same documents that I sent out on 7/10/20. So I re sent the documents on 7/15/20 and 2x on 7/16/20 but did not received any confirmations that they’ve received it. I’ve been also been doing the live chat service asking for an update and every person that I talked to since 7/13/20 was telling me that they’ve escalated my issue and will be prioritized. Come to find out that it wasn’t escalated until 7/16/20 afternoon. I tried following up again using live chat then the team member that i was chatting told me that the documents they’re requesting now needs to be sent to the finance team instead of the documents team. In the evening of 7/16/20 i used live chat again and this lady really helped me out. She was the only one that gave me the information that i needed to know and after chatting with her for almost 1 hr she then told me that all my documents are good to go and told me that the Finance/Payout team is now looking into my banking details for review which really got me upset. All my banking details has been sent out on 7/10/20 recieved an email that a payout team member will reach out to me within 3 business days if there's any issues. I recieved an email at midnight from the payout team telling me that they don't use process payment to my bank because its restricted to them... unbelievable. I asked what financial institution that its not restricted to them and other options but did not get an answer. Now this is the kicker... I logged into my RAC account this morning and i saw that the $2,000 that i'm trying to withdraw is back to my account. I requested the same amount to be withdrawn via check.
A little help will be greatly appreciated.
Royal Ace Casino Complaint Stats
Resolved
345 / 362
Avg. Amount
$3,273
Avg. Complaint Duration
16 days
Avg. Response Time
3 days
Royal Ace Casino Complaint Summary
Most user complaints about this operator fall under the Payment category.
So far, 336 out of 352 complaints in this category have been resolved.
This operator's average complaint duration is 16 days, while the average duration across all operators is 8 days.
Screenshot
