Very frustrated with customer support for over two weeks

I’m a level 5 VIP player at Royal Ace Casino. I play a lot and spend a lot to reach this level. One of the perks is supposed to be fast payouts. I have two withdrawals approved, however none have been paid. The first was approved May 18 2026 for $450.05 and the second was approved on June 1st 2026 for $1940. I would appreciate some assistance.

Please,

I need help getting my withdrawals ($2500, $1700, $1095, $2500, $550) from Royal Ace Casino.

My bank account is not being approved because it had a negative balance on the November statement. I have since made a deposit and brought the account to a positive balance. However, the statement won't be available until December 21st. But RA casino will not issue the withdrawals until I can provide the November bank statement (even though it won't be available until December 21st).

I asked RA if I could provide a letter from the bank verifying my positive balance, and RA said that was not acceptable.

RA has also refused to issue the withdrawals via Bitcoin.

Request ID: #11050268

Date: 10/25/2025 6:59:58 AM

Method: Bitcoin

Amount: $ -1,648.50

Cancel Withdrawal

I requested the above withdrawal on 10/25/25. About a week later, I chatted to see was any additional things were needed, did the verification, and was told that's all that was needed. No response.

A few days later was too; I couldn't get a bitcoin withdrawal, needed to do a bank wire ?? Sent in all required bank information, same account from the credit card I used at the Casino. Then I was told they don't use that bank. If I were to open up a new bank, then I would be told the account is too new!!

I asked they could do a one-time exception with a bitcoin withdrawal, and I'll never play on their Casino again .

I just simply want to get what I won; it's just confusing because I never had a problem with them accepting my method of payment to play .

I submitted a withdrawal for $1,100 and sent all required documents, which included a bank statement.

They are telling me they can’t send to this account because they think it is a Joint account.

Under my name is POD, and my husband’s name. This is just a beneficiary designation and does not mean it is joint. My husband is not on this account and has no access to it. I do not have any other single account that can be used, and they are saying there is no other way for them to send the withdrawal.

Surely someone there knows that POD does not mean joint!!

I have fully verified myself to the Royale Ace email and through chat logs.

I have sent all my required documents as said by the emailing team.

I won validly according to the terms and requirements as said by the chat operators in the live chat.

I placed my $112 withdrawal on September 12th.

Emails and operators have said that my winnings would be paid out in 7-10 business days.

It is already past the 7-10 business day as stated by the chat operator that I reached out with yesterday.

The chat operator said they put out a "urgent" withdrawal request as they sided with me and agreed, Mr. < first name removed > who is a chat agent said.

Why is there such thing as an "urgent" withdrawal request?

And now that they did that, it emailed me saying another 7-10 business days.

I have reached out to the help email team, no replies.

July 7, 2025

Dear Sir or Madam,

I wish to file a complaint against Royal Ace Casino regarding a $2500 withdrawal I requested on January 27, 2025.

Indeed, for months now, the casino services have been constantly demanding new documents from me and always finding a new excuse that supposedly prevents them from making the payment.

Here are the facts:

Following a win of $5000, I made a withdrawal request for an amount of $2500 on January 27, 2025.

All the documents have been submitted and the verification of my identity has also been validated.

However, with each follow-up from me via email, their services find a new excuse that prevents them from making the transfer.

Until the day when they deliberately withdrew my withdrawal request by re-crediting the $2500 to my balance.

I therefore had to resubmit the application on June 11, 2025.

And the payment has still not been made.

I also tried to contact Live Chat, which didn't provide me with any solution either.

I request that Royal Ace Casino promptly transfer the legitimate amount of $2500 to my Crédit Agricole account, for which all banking details have been provided to them.

I think I have been more than patient given that the problem has been ongoing for over five months and after more than fifty exchange emails, you will agree.

Awaiting your response, please accept, Madam, Sir, my most sincere regards.

Best regards.

To: AskGamblers.com Complaint Service

From: ewiuff <email address removed>

Date: May 23, 2025

Subject: Formal Complaint Against Royal Ace Casino - Unpaid Winnings and Lack of Communication

This is a formal complaint regarding Royal Ace Casino's failure to process a legitimate $100 withdrawal and their subsequent unresponsiveness to my attempts at communication. I am filing this complaint through AskGamblers.com in the hope of reaching a resolution.

On May 2nd, I initiated a withdrawal request for $100. These funds were derived from a free sign-on bonus I accepted upon joining Royal Ace Casino. The terms and conditions of this bonus explicitly stated that the maximum winnings permissible from this offer were $100. I have diligently met all wagering requirements associated with this bonus and have also successfully completed all identity verification procedures as requested by the casino.

Despite fulfilling all obligations on my part, my withdrawal request remains unpaid. Furthermore, my attempts to contact Royal Ace Casino for clarification and assistance have been met with a complete lack of response and misleading information.

Specifically, I wish to highlight the following issues:

* Lack of Live Chat: The Royal Ace Casino website clearly advertises the availability of a live chat feature for customer support. However, I have found this to be non-existent, leaving me without a real-time channel to address my concerns.

* Unanswered Emails: I have sent multiple emails to Royal Ace Casino regarding the status of my withdrawal. With the exception of a single response confirming a change to my phone number on the account, all other inquiries regarding my unpaid funds have been ignored.

* Invalid Contact Number: The 800 number provided for customer support is not a valid, operational number, further hindering my ability to seek assistance.

This lack of communication and failure to process a legitimate withdrawal is deeply concerning and unprofessional. I have adhered to all of Royal Ace Casino's stated rules and regulations and believe I am entitled to the $100 in winnings.

I kindly request that AskGamblers.com investigate this matter and mediate with Royal Ace Casino on my behalf to ensure the prompt payment of my $100 withdrawal. I look forward to your assistance in resolving this issue.

Sincerely,

pwzt0i947h

<email address removed>

I have been playing at Royal Ace Casino and, needless to say that I have lost quite a bit of money there.

They have me on some type of vip tier, which apparently doesn’t facilitate me being paid, should I win, which I did, about 3 months ago. Not one penny of those winnings has reached my bank account.

After they requested paperwork and identification, which I forwarded countless times, only for them to reply that they either never received them or claimed that they were in the wrong format. That forced me to seek the help of my bank, which made it clear to me that I was being taken for a fool and made fun of by those casino support services.

\Well, when I informed Royal Ace that my bank would get involved, they finally admitted that they had all my paperwork and that my first transaction was approved. My total winnings were around $32,000, which I played down to around $22,000. Since they have a limit of $2,500/week,

I had a total of 9 transactions.

When they finally claimed that they were working on one transaction, which was around February 17th, there was no progress.

I contacted them several times, and their reply was that they were working on my payout, using phrases like” yay, your payment is on the way”, fully aware that it was a lie.

I think that all these times when they withdrew money from my account, acting as a casino that it was all a scam. And now, they have all my confidential information and documents.

I truly am so scared. I am 69 years old and I cannot handle this stress.

I love playing at casinos, and now I am scared of being scammed. After reading all the reviews about Royal Ace, I truly think that they have no intention of paying me.

Please help.

My player’s name is Ketsantia on their website.

On 01/08/25 I asked for a withdrawal.

After going back and forth about whether the bank statement issued by my bank was acceptable or not, I received an email stating my withdrawal had been approved and sent to the processor on 01/20/25. I was told that the casino's terms and conditions state wire transfers take 7-10 days.

I waited and waited but the money didn't arrive. I reached out to the casino again. This time I was told the withdrawal was approved and sent to the processor on 2/5/2025. I was mad but said ok I'll wait.

I've been waiting ever since.

Today is 02/21/25, I reached out to the casino again today and received an email message stating the processor has not confirmed the payment (duh I know that I haven't received it) and informing me it can take 30 days.

This is complete garbage. I have complied with every rule and provided every document requested. I've been told the "check is coming" and nothing. I feel like I'm being scammed.

They have no problem taking my deposits from my account immediately but when you win fair and square they come up with a list of bogus excuses to try to justify not paying out.

Do not gamble at this casino if you want your winnings paid out in accordance with their terms and conditions.

I just want my $1480.