Royal Ace Casino - プレイヤーの賞金は部分的に支払われました。

I have played through free bonus and and won $100 after wagering, I was asked to deposit $10 via Litecoin in order to withdraw and I did so. Then I made a withdrawal request of $110 but I only received $15 and when I check transaction history it states manager withdrawal of $95 and $15 withdrawal was made to me. I don't understand as to why would the manager withdraw my winnings?

my email address is Roro******@gmail.com

Name: R**** M***.

Hello roro2010mahlaba,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Royal Ace Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? How many bonuses did you claim before you deposited? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

I've claimed only one bonus I played through the required amount and won.

The they asked for 10 dollars before withdrawal request and I deposited on 09 April 2024.

I made a withdrawal request of 09 April 2024 and verification was done on the same day 09/04/2024.

There same date I received $15 instead of $110.

Hello roro2010mahlaba,

Is there any communication between you and the casino regarding this issue which you can forward to nikolas.b@casino.guru?

No, I'm unable to get through to them

Thank you roro2010mahlaba for all the information provided so far. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Good morning,

Thank you. I'll wait.

Hello roro2010mahlaba,

I'm Michal, and I have taken over your complaint. I have reviewed this case and I want to ask you again if you are sure you have claimed only one bonus?

Usually the "Manager Withdrawal" is done when the player is not eligible for the bonus wins.

Royal Ace Casino has this stated in its terms and conditions.

Rules

No Deposit Bonuses (Free Chips, Free Spins)

4. Players cannot redeem multiple free bonuses consecutively. If you have redeemed one No Deposit Bonus and are subsequently offered another one, a real-money deposit needs to have been made in the interim for you to be eligible to withdrawal the second No Deposit Bonus.

17. In the event that a Player redeems a no-deposit promotional offer that he/she is not entitled to, any winnings generated from that promotion will be voided.

18. The Player is entitled to only one free chip in between deposits; any winnings resulting from multiple free chips will be void. For example, should a Player redeem two free chips in a row, he/she will not be able to withdraw any winnings generated by playing on said chip.

I will contact the casino to shed more light on this matter.

We would like to invite Royal Ace Casino to join the conversation.

Dear Royal Ace Casino,

Can you please provide more information on why the player's winnings were removed?