Complaint #344
Royal Ace Casino
Verification and Payment delays
5 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.
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