Royal Ace Casino - O jogador ainda não recebeu os seus prémios.

I won awhile back and my 800 I had waited off for 3 weeks vanished. This time I won 2000 cashed out at 1601. I was getting the run around and got an idea. I ended up talking with Kirsten Gomez vip host and let her know I was screen sharing with a gaming commission employee I made friends with so he could document their withdrawal process since my 800 disappeared. She has been super cool and helpful but still no money. I don’t want my money to disappear again especially cause I used my money no bonus.

Dear Kellkell29,

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

Dear Kellkell29,

Have you received your withdrawal from the casino yet?

Dear Kellkell29,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

No I haven’t received it yet

Are you with casinomeister as well?

Thank you for your reply, Kellkell29. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

What is the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Dear Kellkell29,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.