Royal Ace Casino - Гравець намагається подати запит на зняття коштів.

I have been wanting to make a withdrawal for a month and they always cancel it, my account has already been approved but they still deny me the withdrawal, I send an email and have to wait 72 hours and then another 72 hours and that's how they take it, but they never solve anything for me.

Tengo un mes queriendo hacer un retiro y siempre lo cancelan, mi cuenta ya fie aprobada pero aun asi me niegan el retiro, mande un mail y que espere 72 horas y después otras 72 horas y asi se la llevan, pero nunca me solucionan nada .

Dear Rishii,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

Please allow me to ask you a few questions, so I can better understand the situation. 

Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only? When was the last time you requested a withdrawal from the casino? When did you last speak with the casino support and what was it about?

Looking forward to hearing from you.

Best regards,

Tomas

Good morning, because on one occasion they told me that I could not make withdrawals because I needed a proof of address that was in my name, and that once this requirement was completed I could withdraw my earnings, and I sent it to them in pdf and image format , but not even like that, because every time someone attended me they repeated the same thing to me, the funny thing is that when I made the deposit it was not complicated at all, on the contrary it was very simple, I do not understand if it appears as approved in my casino documentation or validated

Buenos días, pues en una ocasión me dijeron que que no podía hacer retiros porque me faltaba un comprobante de domicilio que estuviera a mi nombre, y que ya una vez completado este requisito podría retirar mis ganancias, y se lo mandé en formato pdf e imagen, pero ni así, por que cada vez que alguien me atendía me repetía lo mismo, lo curioso es que cuando hice el depósito no fue nada complicado, al contrario fue de lo más sencillo, no entiendo sí en mi documentación del casino aparece como aprobado o validado

Did the casino offer any explanation on why your documents are not accepted?

Could you please forward the communication(emails, chat transcripts) between you and the casino to my email at tomas@casino.guru?

Royal ace casino, if you received and approved the documentation, in the casino status I appear as "APPROVED" but it doesn't even allow me to make the withdrawal

Royal ace casino, si recibió y aprobó la documentación, en el estatus del casino aparezco como "APROBADO" pero ni así me permite realizar el retiro

And no, they don't tell me why I can't withdraw

Y no, no me dicen porque no puedo retirar

Thank you very much, Rishii, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi Rishii,

I've just reviewed your case and am sorry to hear about your struggles with the withdrawal process. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Royal Ace Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Could you please explain why the documents provided by the player as proof of address were rejected?

I'm looking forward to hearing from you.

Kind regards,

Natalia

Greetings all,

I had a look and there are a couple necessary bits of information missing from your player account Rishii. Please go to live chat customer service and tell them you would like to complete KYC, they will ask you for a couple details to confirm your account, also necessary is proof of address, usually in the form of a recent utility bill. Once you have those things in order let me know here and I'll see what I can do to push the withdrawal through for you.

Best wishes,

Nick and Royal Ace

Good morning yes thank you, a couple of hours ago I sent them again and they were already approved, but I had already sent those same requirements 5 times days before, by the way I have a requested withdrawal under review, but an hour after I request the casino MANAGER I request a withdrawal from my account of 500 usd and you already received it, how is that possible?

Buenos días si gracias, hace un par de horas que los mandé nuevamente y ya los aprobaron, pero esos mismos requisitos ya se los había mandado algunas 5 veces días antes, por cierto tengo un retiro solicitado en revisión, pero una hora después de que lo solicite el MANAGER de casino solicito un retiro de mi cuenta de 500 usd y ya los recibió, cómo es eso posible?

Dear Royal Ace Casino, thank you very much for the quick reply and for checking the player's account.

Dear Rishii, could you please specify if your account was finally verified?

Do I understand correctly that you requested a new withdrawal of 500 USD and it was already approved by the casino? Could you please advise what is the current status of your initial withdrawal request of 2,500 USDC?

Regards,

Natalia

still under review

Sigue en revisión

Three days have already passed after I requested the withdrawal and I contact the casino again and they tell me that the withdrawal is not approved because I lack the account approval, but they have already approved and validated me like 5 times and another once for a change they ask me for my documentation, it was a very bad decision to play at ROYAL ACE CASINO

Tres días ya an pasado después de que solicite el retiro y me pongo en contacto nuevamente con el casino y me dicen que el retiro no se aprueba porque me falta la aprobación de cuenta, pero si ya me an aprobado y validado como 5 veces y otra vez para variar me piden mi documentación, fue una muy mala decisión el jugar en ROYAL ACE CASINO

In response to Natalia's comment, no Natalia, I did not withdraw 500 USD, it was the same Royal Ace Casino staff who withdrew it, my withdrawal is still in the approval process although I requested it before they withdrew the 500 USD from my account, it is stressful every time the casino staff attend to my request since it is starting from scratch with each SUPER STAR SPECIALIST what a bad experience

En respuesta al comentario de Natalia, no Natalia yo no retire 500 USD fue el mismo personal de Royal Ace Casino quien los retiro, mi retiro aun sigue proceso de aprobación aunque lo halla solicitado antes que ellos sacaran los 500 USD de mi cuenta, es estresante cada vez que el personal del casino atienden mi solicitud ya que es empezar desde cero con cada ESPECIALISTA SUPER ESTRELLA que mala experiencia

Dear Rishii, have you uploaded your proof of address to complete the KYC? You already mentioned that you did when my colleague Tomas was taking care of the complaint, but since the casino representative said, that it's missing, could you please upload it again?

Regarding this 500 USD, what do you mean by "casino stuff withdrew it"?

I'm looking forward to hearing from you.

Best wishes,

Natalia

Dear Rishii,

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.

Greetings all,

Just confirming that the maximum cashable amount of $100 for the free chip in play at the time of the win as well as the $13 account confirmation deposit were paid out on the 26th of May. Blockchain Explorer shows the transfer as complete.

Best wishes,

Nick and Royal Ace

Dear Royal Ace Casino, thank you for the reply.

Unfortunately, the player has not responded to our messages and questions. It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.

Best regards,

Natalia