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Royal Ace Casino - Still No Payment After Almost 3 Months

RESOLVED
lwarren777 United States Message
Posted on May 18, 2017.

I requested a withdrawal of $2300 on 2/21/17. They deducted the bonus and approved $1980 on 2/23/17. I also requested 3 withdrawals of $2400 each on 2/28/17. They split those into 5 payments of $2080, $1250, $1250, $1250 and $1050 which were approved between 3/4 and 4/3. I assume they split them so they can charge me more fees. Why do they say their max is $2500 if the are constantly splitting them. But even after splitting them, I have received nothing. They owe me a total of $8860. I have been having problems with their sister casinos of Captain Jack, Silver Oak and Slot Madness that last few months also. They never used to be so slow.

Posted on May 22, 2017.

Hi LWarren--

I'm genuinely sorry for the delays you've been experiencing. We're struggling to get through a pretty severe backlog with our processors.

I've reviewed this account and I do see a payment was sent off to be processed on the 19th ($1980)--I would expect you'll see the funds reflected in your account late this week.

Because you have withdrawals with several casinos, I'm going to have to speak with our Payments Manager to see how we'll be sorting these payments out for you. Please give me a day or two to come back and give you a realistic timeline of payments for this casino and the others involved.

All the best,

Tawni

lwarren777 United States Message
Posted on May 22, 2017.

Thank you for looking into this. Let me know if I can do something to speed up payment, like provide a different account.

Posted on May 26, 2017.

Hi LWarren--

First, I'm going to apologize straight away, as I'll be pretty much copy/pasting for all four complaints.

I'm not certain how a payment was already sent off, as we do not have current docs for you (the only docs we have are from May of last year). We only need one set of docs (provided all credit cards are accounted for). I've sent you a message via AskGamblers (they'll contact you with this) containing my email address--if you send the documents directly to me, I'll be able to get everything moving much quicker. AskGamblers is pretty quick about things, so I'm sure they'll send this info off to you within the next few hours.

If you need an authorization form, you can pick one up here: https:­//w­ww.c­ap­tai­nja­ckc­asi­no.c­om­/cj­c-a­cco­unt­-ve­rif­ica­tio­n.html

If you are able to accept Bitcoin payments, this will help increase the frequency of payments. As it stands currently, we can only send one payment per week, per player via wires and/or checks. With Bitcoin, we can get a couple payments a week off to you. If this is something you're open to, I'll simply need to receive your crypto address and I can get things rolling with this.

I'll be waiting on your docs and I'll be staying on top of all of your issues until each dime is paid. ;-)

Have a great weekend,

Tawni

Posted on May 26, 2017.

Hi LWarren--

I need to make one quick clarification to what I'd written above. When I stated we can get a couple payments each week off to you with Bitcoin, what I meant to say is that by using Bitcoin combined with your preferred payment method (wire), we can get a couple payments off: One payment via Bitcoin and one payment via wire. Hope that makes sense. ;-)

Tawni

lwarren777 United States Message
Posted on May 26, 2017.

I will get you a new set of documents, although nothing much has changed. I will look into Bitcoin.

lwarren777 United States Message
Posted on May 26, 2017.

I have sent a new set of documents. If this is really what caused the delay in payment, I wish I had been told that 3 months ago.

Posted on May 30, 2017.

Hi LWarren--

Thank you for sending the docs--everything is in order now. ;-)

We've sent a wire off for your Captain Jack account ($2080) on the 27th. As I've previously explained, we are currently only able to send one wire per player each week, regardless of how many casinos in our network have payments pending. I will continue to update this and your other complaints on a frequent, regular basis and I will do everything possible to ensure all payments move forward weekly as they should be.

All the best,

Tawni

lwarren777 United States Message
Posted on May 30, 2017.

I received a payment for $1945 on 5/26/17.

lwarren777 United States Message
Posted on May 30, 2017.

If you can only send one payment per week (which I still don't understand), can you at least send the amounts I originally requested instead of the split up amounts? I have still not heard an explanation of why you take 3 requests for $2400 each and split it into 5 when you say the max withdrawal amount is $2500.

AskGamblers
Posted on June 2, 2017.

AskGamblers Complaints Team have just extended the response time frame with another 96 hours hoping that Royal Ace Casino management will soon jump in with an update on this complaint.

Posted on June 6, 2017.

Hi Linda--

I'm sorry, but I'm not in the office until tomorrow--as soon as I'm in, I'll check on this and come back with answers.

Tawni

lwarren777 United States Message
Posted on June 9, 2017.

Please keep my complaint open. I have not heard back from Tawni and have still not received most of my money. I am still owed over $6500 from Royal Ace. Plus Tawni said I would be getting a wire every week and I have not yet gotten one this week.

Posted on June 13, 2017.

Hi Linda--

As I've stated previously, we can only issue one wire per week, per player--this is not one wire per player, per casino.

I've checked your accounts and I do see a payment was sent off to be processed on the 10th for Slots Madness. I will be checking in on your accounts in the next few days to see which casino/withdrawal will be paid next and I will be sure to keep you updated.

Tawni

lwarren777 United States Message
Posted on June 13, 2017.

I understand that you say you can only send one payment per week. And I understand that is for all casinos. (I still feel this is an internal restriction that you are placing on yourself for your own benefit, so I don't see that it is at all a valid restriction.) But I didn't receive ANY payment last week and I haven't yet received the one you say was processed on 6/10. The last payment I got was on 6/2. So your promise to send a payment every week is not even holding water.

AskGamblers
Posted on June 17, 2017.

Dear Royal Ace Casino,

Please let us know if there's some update regarding this case.

Posted on June 21, 2017.

Hi Linda--

You certainly should have received the payment sent on the 10th by now--if you would kindly confirm this, I would appreciate it.

As to your assertion that we are holding up payments 'for our own benefit,' this is patently untrue and it makes no sense from a business perspective. It's an unfortunate truth that when players are delayed in receiving payments, it's far more likely we've lost them going forward. Do you genuinely believe this is what we would want? No--this could not be further from the case. The fact of the matter is that we have a shortage of processors and until we are able to locate more processing, we have a backlog. US processing is a tricky thing. It's just not as easy as people assume it to be.

In any event, we've sent off another payment on the Silver Oak account ($1250) on the 20th. I would expect this to reach your bank account no later than this time next week.

I'll keep you updated on the next payment/account within the next few days.

Tawni

lwarren777 United States Message
Posted on June 22, 2017.

I have written to the email address I have for you directly multiple times trying to identify the payments I have received.

I did receive $2045 on 6/20 that I thought was the Slot Madness payment. But you said that the Slot Madness payment was for $2400 which would possibly be the later ones that had previously been split into $1200. I did get $2365 on 6/2 but that is before the 10th when you said it was sent.

I had received two payments on 6/2. One was $2045 which I think would be the one from Captain Jack mentioned in this thread.

I also received a $1215 payment on 6/15. I figured that was a Silver Oak Payment

Then I received a $1215 payment yesterday (6/21) that I thought was Royal Ace since it is older then the remaining Silver Oak. Would the Silver Oak payment mentioned in your last post have gotten there that fast. I had tried to keep amounts different on withdrawals, but you guys split a lot of them into $1250 so it is difficult.

I also received a $2415 payment yesterday (6/21) that I think is Captain Jack.

If you could confirm which payment is which I would appreciate it since I do want to credit the correct casino.

Posted on June 26, 2017.

Hi Linda--

I'm sorry, but for two reasons, I'm unable to respond to most emails--first, once an issue is in the public eye, I need to keep responses public. Second, as I have to respond publicly, I simply don't have the time to do double-duty.

Ok, so to answer your question relating to which casino to credit payments towards...

05/27 Paid $2080 + no fees Wire for transaction #22415372 - Captain Jack
06/10 Paid $2400 + no fees Wire for transaction #24076406 / 24124041 - Slots Madness
06/17 Paid $2080 + no fees Wire for transaction #22777568 - Royal Ace
6/20 Paid $1250 + no Service Fee Wire transaction #74292982 - Silver Oak

Also, I've arranged for your next payment to go off--this one is for Captain Jack, in the amount of $2130. I would expect you to see this reflected in your account before the end of this week. ;-)

I hope this helps you sort out the payments...

I'll be back in a few days with more updates.

Tawni

lwarren777 United States Message
Posted on June 27, 2017.

Thanks. I will see how that lines up with what I have gotten.

Posted on June 30, 2017.

Hi Linda--

I've checked your accounts and from what I can tell, another payment will be sent off early next week. Unfortunately, I'm not yet certain which account will be paid next or what amount.

I should have more information, Monday and of course, I'll be back to give you an update.

Enjoy your weekend,

Tawni

lwarren777 United States Message
Posted on July 1, 2017.

Please do not close this complaint. I am still owed $3550 from Royal Ace.

AskGamblers
Posted on July 5, 2017.

AskGamblers Complaints Team have just extended the response time frame with another 96 hours hoping that Royal Ace Casino management will soon jump in with an update on this complaint.

Posted on July 9, 2017.

Hi Linda--

I'm not in the office for a few hours yet, but o did not want your issue to expire. As soon as I'm in, I'll come back with an update.

Tawni

lwarren777 United States Message
Posted on July 12, 2017.

Please do not close this complaint. I am still owed $3550 from Royal Ace.

Posted on July 15, 2017.

Hi Linda--

I've just checked your account and have sorted out your next withdrawal: $1250 for transaction #23031472. I would expect this to reach your account before the end of this coming week.

I'll be back in a few days with another update...

Have a great weekend,

Tawni

lwarren777 United States Message
Posted on July 18, 2017.

Please do not close this complaint. I am still owed $3550 from Royal Ace.

Posted on July 21, 2017.

Hi Linda--

I've just checked on this account and I see another payment was sent off to our processor on the 19th ($2500 for transactions #23031473 ($1250) & #23273214 ($1250)). I would expect you'll see this in your account by mid-week, this coming week.

Just one more payment to go and I'll make certain this goes off as quickly as possible. I'll be back in a few days with another update.

Have a great weekend!

Tawni

Posted on July 25, 2017.

Hi Linda--

I've checked your account and I see that your final payment for Royal Ace was sent off to our processor on the 21st: Paid $1050 for transaction #23335282

I would expect the funds to reach your account, any day now--certainly before the end of this week. ;-)

All the best,

Tawni

lwarren777 United States Message
Posted on July 28, 2017.

I received the final payment this morning. You can close this complaint.

Posted on August 1, 2017.

Thanks for confirming, Linda--much appreciated. ;-)

All the best,

Tawni

AskGamblers
Posted on August 1, 2017.

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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