Royal Ace Casino - O levantamento dos prémios dos jogadores está atrasado.

I deposited 40 won 1200 they took like two months to verify my identity and approve my withdraw well I used a free spin bonus in that 2 months and they said that voided my winnings

Dear Mlrobinson0078,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

It's not delayed they said all my winnings are void cause I mixed funds they say I'm not getting none of my winnings and yes I'm fully verified

Dear Mlrobinson0078,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Mlrobinson0078,

Would it be possible to forward your full deposit, bonus and betting history along with the communication between you and the casino related to this case to nikolas.b@casino.guru for further review?

Awaiting your response.

Regards,

Nick

Yes I can do that

How do I get my chat transcripts from them the live chat button ain't working

Everything about this casino is faulty they said my id was approved 3 times and made me res verify Everytime still

Thank you Mlrobinson0078 for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, Mlrobinson0078,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. In the meantime

Now, I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Royal Ace Casino team,

Could you please explain the player's situation in more detail? Why has the user's withdrawal been denied and winnings confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru). To be honest, it looks like there are some missing details in the screenshots shared by the complainant above.

Thank you.

Greetings all,

I had a chance to review the situation, unfortunately we are looking at a case of "mixing funds" here. There are two $100 max cashout bonuses stacked on top of each other. Only one free bonus is allowed between cash deposit/play sessions and two on top of each other is a definite no-no I'm afraid. The requested withdrawal was denied for this reason. Sorry to disappoint but hopefully this clarifies things.

Supporting documentation has been forwarded to the casino.guru team for review.

Best wishes,

Nick and Royal Ace

But but I had already won the money by the time I used the bonus codes I just hadn't cashed out cuz they hadn't verified my identity

And if that were the case why didn't I get the $100 from each bonus code I used

Dear Nick and Royal Ace,

Thank you for your response and additional details and supporting evidence.

Can you please look at our external communication and provide the requested?

Thank you.

Hello all,

Just an update - I am extending the timer for Nick and Royal Ace, waiting for additional details via an external communicator.

Thank you for your patience and understanding.

Dear Mlrobinson0078,

Unfortunately, after gathering all the necessary information and details from Nick, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - using more than 1 no-deposit bonus (Reward Club bonus and 'BACKTOROYALACE' code/bonus) in a row without making a deposit between them, which also caused 'mixing funds', as Nick mentioned earlier. If we were not talking about no-deposit bonuses, the situation would have been a bit different, but in the case of consecutive no-deposit bonuses and winnings accumulated from them, we accept casinos' rules prohibiting that. It basically makes sense. Otherwise, players could play only with no-deposit bonuses and withdraw their winnings as they would want, which, understandably, would not be alright for casinos providing such bonuses. In addition, your disputed winnings relate to a tournament you attended, where you used the already 'mixed funds' to buy-in, which were invalid. Therefore, the winnings from the tournament are also considered invalid.

You can find the exact rules in the casino's Terms and Conditions you accepted upon registration, on the casino's official website. The casino acted in accordance with its Terms and Conditions.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, Nick and Royal Ace, for providing information and for your cooperation!

Best regards,

Branislav, Casino.Guru