Withholding withdrawal and approval
On November 15th, I submitted two withdrawals, one for $2,500 the other for $2,000. I then promptly, provided and had approved all requested documentation for withdrawal. after about one week of not being paid or receiving an update of any kind I decided to contact the casino support team. they assured me everything was okay and that I would receive my withdrawal soon. a few days later, still without a payment cor contact, I contacted support again. I asked why my payment had not been received nor approved. I informed them that I had no emails or notifications regarding either of my payments. after becoming frustrated with the support team basically saying "sorry" and that there was nothing they could or would do, I asked for their payment teams, corporate office, support management, or legal offices phone number or email, support became agitated stating that they were within the "7-10 day" approval range and refused to provide any requested information or explanation after at least three requests.
I also informed support that their site stated that the max approval time was 3 days and I still didn't show approval for either withdrawal after 9 days, three times the stated amount of time. Support disagreed and asked for a screenshot of the 3-day approval rule which I sent, showing that I was correct (page 3 of attached documents). A few minutes later support sent me the Terms and Conditions (which I did agree to) which stated the approval limit was 7-10 days. I commented that this was correct but what was shown on the website regarding 3 days was very misleading at best and extremely unethical business practice.
The next day on November, 25th 2021 I looked at my RoyalAces transactions record and found that one of my withdrawals had been approved. Strangely, the date for this approval was dated the 15th but wasn't really done until the 24th (page 2 of the attached document). There was also $130.00 subtracted from my winning which I found odd as the terms and conditions state that “up to $40.00” could be taken as a processing fee (see attached document labeled: “Terms | Royal Ace”).
I also noticed that my $2,000 withdrawal still hadn’t been approved nor denied which was in clear breach of the casino stated and provided terms and conditions.
Today is November 28th, 2021, and I have yet to be paid any of the $4,500 withdrawn and yet to have my $2,000.00 withdrawal even approved. Neither have I received any kind of communications from the casino nor its agents, not even a simple email (with exception of when I have contacted support). This is in violation and breach of RoyalAces terms and conditions and is an unethical and deceptive practice. They have yet to remedy this issue after I have contacted support on at least 3 occasions. They have failed;ed to offer any kind of constructive solution and have failed to even provide further contact information so that I may assist in fixing the situation, which was requested several times. I've basically received a de facto “I'm sorry, but too bad” answer from the casino.
As far as demands I would like my withdrawals to be approved and placed into my Bitcoin account immediately and without delay. I would also demand that they would also provide these payments with interest and $100.00 reparation for every day after stated 3-day maximum that the casino left my requested withdrawal unapproved (or Denied) and another$100 for every day after I brought this problem to their attention. I have had to put a lot of unnecessary time and effort into a problem that should've been immediately fixed. They receive my payments immediately, there's no reason for them to hold my money any longer so that they may play the money markets and increase their profits at their customer's expense.
https://www.dropbox.com/scl/fi/ye3aovyb40rrr5ymw1gzq/Terms-Royal-Ace-Casino.odt?dl=0&rlkey=ftows5wmtdi65ffkagx9byhjs
https://www.dropbox.com/s/zol3fpzyeejgolw/Adobe%20Scan%20Nov%2028%2C%202021%281%29.pdf?dl=0
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