Complaint #97 Royal Ace Casino

Will not answer emails or phone messages or send my payout

By Barbara S.

9 years ago

Message on forum

As another player stated, they have every excuse in the book. They happily take your money, but do not like sending payouts. After sending them my documents over 8, yes 8 times, they just can't seem to get them......really?
After almost 6 weeks they finally sent 1/2 of my payout. Now they won't send the other half. Again they say they don't have my documents, again won't answer their phone line. One day I spent 18 hours trying their line. It's always the same, you get music for 2 minutes, then a recorded message saying they are busy and they will return my call. It's been now over two months and man many messages left, no return call.
I have emailed them to three different departments over 24 times. Not one return email. There is something seriously wrong with this company.
I have semi luck with their live chat, they will answer after about 35 minutes, and then say they can not help you, because the financial department has to help me. Well, that financial department, they have some strange hours. So I asked them to connect me to them at an hour that they were suppose to be there. And again, another accuse, their computer system is being updated or some crap like that. After 11 hours of that, I lived chatted again. Oh dear, excuse again, their manager Mario Lopez, yes his name is Mario Lopez, is on holiday.
Apparently they only have one manager that likes to go on holiday. Can't wait for excuse number 67 as to why they won't pay my winnings number 2.
It has been since October 9th, and I still have not seen my second half of my payout.
It is December 21st. Now they are saying that I can't get my second payout, because they don't have my documents, again, (?) and that the first check wasn't deposited.
This is a nightmare that won't end.
I warn everyone out there, DO NOT USE THIS CASINO. You will never see your payouts.

Disputed Casino Royal Ace Casino

Reason Delayed payment

Amount $2500

Discussion

Tigerlilly

• United States • 2 reviews

9 years ago

Still no payout. I found out that Royal Ace Casino will not pay me, will not return my calls, or email me. They are saying that they won't do anything for me. Where I am at now, is one of their stalling excuses. You see this is what they do, they tell you over and over that they don't get your emails, with your documents in it. This stalling method work for about a month and a half. After almost 2 months they finally send a check for half. Then, after that they stalled another 6 weeks saying they don't have my documents, AGAIN.
Then they stall by saying they sent a wire. Then they say they can't TRACE the wire because they have 90+ processors and too many customers. This is no lie. It has been since October 9th, and it is January 26th. So NOW, they are putting it back in my lap. They won't send me my money they have of mine, unless, now get this one, I supply them with 2 months of bank statements. I kid you not. Now, my guess is that they can stall for 6 more weeks saying they haven't gotten my email of my bank statements.
This is their usual practice, stalling, and blaming everything on their customers.
PLEASE READERS BEWARE OF THIS CROOKED CASINO. Do not give them your money, because if you win, they will give you every excuse in the book not to pay you.
In a nutshell, ROYAL ACE CASINO,
Will delay your payout as long as humanly possible, they will ask you for your personal banking information, and then claim for weeks they didn't get your email. They will tell you on their Live Chat they their VIP person will call you, and you will wait for days and they will never call you.
PLEASE BE VERY CAUTIOUS of ROYAL ACE, don't be a victim like me, stealing my money. They will NEVER pay you your total winnings. I have lived through this nightmare, and I would hate for anyone else to go through the hell I have been through.

Tigerlilly

• United States • 2 reviews

9 years ago

I am so upset about this, that it is affecting my health. What can a person do if they have not gotten their wire payout into their account? Is this a case where if the casino says they sent it, and that is just tough if I haven't gotten it. They won't do anymore for me. So they just got out of paying me, simply by saying we sent it. They don't even care if I ever got it. So I am left with no payout, just because they "say so".
Royal Ace Casino doesn't care if you get your payout. They just won't do anymore for me. They said they sent a wire, and that's the end of it.
Readers of Ask Gamblers, do you think this is fair? That they dropped all responsibility of making sure I get paid? We as customers should have some rights. Should I contact the government, congressman? I just don't know where to turn now, I am out 2500.00. And Royal Ace will not pay me because they said the sent it.

Tigerlilly

• United States • 2 reviews

9 years ago

It is not my responsibility to trace a wire that I do NOT know that you even sent. Tell me, will you, what exactly would you like me to say to my bank? Huh? I don't even know the name of the company you sent it from, I do not know the country you send it from....etc.
Should I call my bank right now and ask them if they have received a wire from an overseas CASINO? Is that what you want me to do? You need to trace this your wire to me. You have all the information, not I. You will NOT put this mistake by your CASINO on me. You will not tell me to trace this your fake wire. Stop blaming your customers and treat them right by giving them what they are due. If your so called wire did not reach by bank, the person who sent that wire is to trace it. I will tell you all I can, and that is I DID NOT GET THE WIRE. So send me a check if you have to, make this right, and stop putting this into my lap.

Tigerlilly

• United States • 2 reviews

9 years ago

Tawni, is this the Royal Ace excuse of the week? Just send me my payout. Why do I have to go through hoops? You have all my information. Just do it, get me my payout. Don't let the readers here think that you have sent me a private message, and that you want MORE information from me. I have given you every bit of information you need to send me my money. Stop the excuses and do your work to locate it, don't put this on me.

Royal Ace Casino Complaint Stats

Resolved 342 / 358

Avg. Amount $3,216

Avg. Complaint Duration 16 days

Avg. Response Time 3 days

Royal Ace Casino Complaints

See all complaints for this casino

Slow payouts

Dear AskGamblers Complaints Team,

I am requesting your assistance regarding a delayed withdrawal at Royal Ace Casino.

I submitted a withdrawal request for $2,357.00 on May 23, 2026. As of today, the withdrawal has not even been approved, despite the amount having been pending for nearly a month.

I have contacted Royal Ace Casino multiple times regarding the status of my withdrawal. Unfortunately, I continue to receive delays without any clear explanation as to why my request has not been processed.

I believe I have waited a reasonable amount of time for this withdrawal to be reviewed and approved. I am therefore asking AskGamblers to intervene and assist in obtaining a resolution from Royal Ace Casino.

Withdrawal Details:

* Casino: Royal Ace Casino
* Amount: $2,357.00
* Requested: May 23, 2026
* Status: Pending Approval

I can provide screenshots and any additional documentation needed to support my complaint.

Thank you for your assistance. I look forward to your help in resolving this matter.

61h left

$2,357

Delayed payment of level 5 VIP

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.

90h left

$2,390

Very delayed payout

My withdrawal request was approved on 12/26 and told it would be sent to processors within 7-10 business days. We are now on 1/26 and I have yet to receive payment. I have contacted customer service multiple times with the chats to prove of all my contacts. I just received an email on 1/22 stating my withdrawal was just sent to processors which I feel restarted my waiting process even though I have chats showing my withdrawal was sent to processors at the beginning of January. I need assistance with obtaining my winnings. U went through the long process of submitting documentation which included my birth certificate, marriage certificate and two months of banks statements back at the end of November 2025. Two months and no payout of $825. Please assist. Thank you

Resolved

$825

Delayed withdrawal requests

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.

Rejected

$8,345

Bank dispute

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 .

Resolved

$1,649

Checking account marked restricted for withdrawal

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!!

Resolved

$1,100

Royale Ace Delayed Payment and no help response

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.

Resolved

$112

Regarding a $2500 withdrawal I requested on January 27, 2025

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.

Rejected

$2,500

Unpaid winnings and lack of communication

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

Resolved

$100

Been given the runaround for nearly 2 months and still no payout

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.

Resolved

$22,000