Royal Ace Casino - Withdrawal check delayed

posted on July 19, 2016.

On Wednesday, June 8, 2016, I made a $600.00 withdrawal request from my Royal Ace account. It was acknowledged as having been received via email by [email protected] On Wednesday, June 15, 2016, Robyn from Royal Ace emailed me and asked me to confirm my exact name as it appears on my driver's license, a valid phone number and physical address where the check will be delivered. I replied to the email answering all three questions to which Robyn responded by saying it will take 7-10 business days from approval date to be sent to Royal Ace's processors. Robyn further stated in the same email that once the processors receive the money then they will issue me the check and get back to me with my check's tracking number. On June 20 and again on July 5, I followed up via email and asked if Royal Ace had a tracking number for my check. On July 5, I received a reply from [email protected] and informed me that my case had been sent to the escalations department to speed up the payment process and instructed me to email Ally ([email protected]). I promptly emailed Ally on July 5 and again on July 10 to which there was no reply. On July 13, I live chatted with Roger from Royal Ace, and he informed me that he did not know why my payment was being delayed, to contact Ally, and that he did not know nor could he give me a time frame as to when my check would be mailed out. As of July 19, 2016, well over a month since my $600 check request, I still have not received it.

posted on July 22, 2016.

Hi mtpoker--

I'm terribly sorry for the delays and frustration you've experienced with this.

I've taken a look at your account and I do see that your payment is on its way. I would expect to see tracking on it early next week--generally once we receive tracking, payment is delivered the same or following day.

As soon as I have your tracking, I'll report back here with an update.

Have a great weekend,


posted on July 23, 2016.

This reply from RoyalAce is now even more confusing considering that the day after I posted the original complaint to this bulleting board, Ally from RoyalAce's payment processor emailed me and asked me for my banking info so that the $600 could be wired into my account as receiving a check would take much longer. I promptly provided Ally with the requested information only to never receive a reply from her. Then, I receive this public reply from Tawni at RoyalAce stating that my payment is being processed, presumably for a check as a tracking number is referenced in such post. Please advise: Will the $600 payment be wired or a check issued? And if so, when as I still have not received any funds, wire or otherwise?

posted on July 27, 2016.

Hi mtpoker--

I'm so sorry--I just saw realized I didn't have you on my list earlier today, so I've not yet looked into this. I promise that first thing in the morning I'll have a look to see exactly what's happened with this payment and I'll confirm whether it's been sent as a wire or as a check.


posted on July 28, 2016.

I still have not received a reply from Ally nor did I get an update from Tawni like she promised yesterday herein on this forum. More importantly, I have not yet received the $600 either via check or wire.

posted on July 31, 2016.

Hi mtpoker--

I'm very sorry, but I only received your tracking, late yesterday (Friday) and by that time, your payment had already been delivered to you (good news!).

The reason you ended up with a wire is this: Ally had been waiting on your wire details, but did not want to hold things up any longer. This essentially was a timing issue. Rather than wait any longer for your wire info, Ally went ahead and issued a check. Shortly after doing so, your wire details arrived and it was too late at that point to cancel the check payment. I hope my explanation makes a bit of sense.

If you need anything further, please don't hesitate to contact me here, either by posting or PM.

All the best,


posted on July 31, 2016.

Waiting for check to clear.

posted on August 2, 2016.

Check posted. Final comment: It should not take approximately two months after a withdrawal request and public forum complaint such as this one to receive funds from Royal Ace or any other company for that matter.

posted on August 2, 2016.

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.