Royal Ace Casino - プレイヤーの撤退は1ヶ月遅れています。

I requested a withdrawal of $100.22. I was confirmed the approval of the withdrawl on November 16th, 2020. I have not received my withdrawl and the casino live chat support have said the withdrawal is pending and do not have any updates on the withdrawal.

Dear Cduncan369,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please specify which payment method you have opted for? Have you withdrawn any winnings successfully in the past from this casino?

In the meantime, I would suggest checking our review for Royal Ace Casino: https://casino.guru/Royal-Ace-Casino-review-1:

„The whole casino group targets mainly United States and Canada. Because of this, all of the casinos in this group casinos share two specific traits – lower withdrawal limits per week and long waiting payout times. You should expect the first withdrawal to take a long time (in some cases even one or two months)."

„That being said, we advise all players considering playing with this group of casinos that they should be prepared for longer-than-usual waiting times. If you have the option, we recommend using Bitcoin or Neteller payments, which are more reliable and somewhat faster."

Nevertheless, I believe we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I opted for my withdrawal to be released via bitcoin. I emailed the bitcoin address to and was verified and approved Nov. 16th. This is my first withdrawal from royal ace casino.

Dear Cduncan369,

Could you please confirm that you have accumulated your winnings from a No Deposit/Free bonus? Have you redeemed any free promotional offer in the past? Looking forward to hearing from you.

Yes, I did accumulate my winnings from a free spin no deposit bonus. It was my first time on the website, and my first promo/bonus. I was required to make a deposit for the withdrawal to be approved, and I did make a $30 deposit just a couple days later, using bitcoin.

Thank you very much, Cduncan369, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Cduncan369,

I’m sorry to hear about your trouble with long withdrawal processing. I will do my best to resolve your case as soon as possible.

I would like to invite Royal Ace Casino into this conversation.

Dear Royal Ace Casino,

Can you please indicate the current status of the player’s withdrawal request?

We would like to ask Royal Ace Casino to reply to this complaint. We are extending the timer by 10 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Thank you for your assistance with this matter. What would be the best thing for me to do if it does go unresolved?

Hey all,

Hope you had excellent holidays. Apologies for the lag on my end here, I was out for a while there and it's a crazy catch up game right now. Don't think you're alone Cduncan369, if there's something that can be done I'll make sure it gets done for you on this end. I've submitted the withdrawal request to the requisite department for review. Hopefully we have some movement shortly. Keep your eye on your email from time to time, one of my team will be in touch if there's anything further we need from you.

Best wishes,

Nick and Royal Ace

Thank you, Nick and Royal Ace Casino, for your reply. We will wait for further updates.

Hey all,

Got payment out January 12th via Bitcoin, in theory it should have arrived by now.

Let us know Cduncan369.

Best,

Nick and Royal Ace

Dear Cduncan369,

Have you received the payment? We are extending the timer by 7 days. Please note that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Unfortunately, even though we assume that this issue has been resolved, we are forced to reject this case because the player stopped responding to our messages and questions.

The player can reopen this complaint anytime.