Royal Ace Casino - Гравець не може отримати доступ до казино після запиту на зняття коштів.

Hello!

maybe you can help: i found a list of rtg casinos and played no deposit bonus.

Is it forbidden to play more than 1 RTG casino?

3 casinos i was lucky and won, wagered and verified my account. So was Royal ACE. I thought everything was OK, i was verified and i even deposited 10$ for verification.

Right after i started a withdrawal of 100$ i cannot access the casino anymore. I get a strange "Ups, something bad happened" error message. No Email, no information.

Greets, Gertraud

Hello wingert,

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 since when is this issue ongoing? Was ever any of your RTG casino account blocked or self-excluded? When was the last time you spoke to the casino and what was it about?

Some casino groups does not allow to claim bonuses in multiple platforms but it should not prevent you from registering in any of them.

Looking forward to your answer.

Regards,

Nick

Thank you for your response.

I am unable to access Royal ACE and 2 other Casinos of RTG group since approximately 48hours.

I was not blocked or self-excluded and i never asked for a block.

My Accounts of RTG Casinos are connected via "inclave" login. I created my Royal ACE Account approximately 4 weeks ago. 3 Days ago i asked via Royal ACE Chat if my verification is still ongoing because i wanted to cash out my winning.

Few hours later i just see the "ups, something bad happened" error message when i try to access Royal ACE.

Other casinos of RTG group where i didnt start verification or cashout are still accessable with my inclave account. So i can only assume this "ups, something bad" error message is a ban/block?

I have one more Casino of RTG Group where i deposited ~40$ and i didnt cash out there. So i am also afraid about loosing additional money/accessibility for another RTG Casino.

But at first i would like to talk to Royal ACE

Hello wingert,

Did you try to access the website with a different browser or device? I've tried to access the website and it works correctly so there might be some connection issues on your side.

yes, i tried with 2 devices. mobile phone and laptop. both different internet connection i think.

i can try to find someone for a 3rd device, but i dont think it helps.

as stated i can access EVERY other RTG casino, only the ones where i won and tried to cash out are blocked

can you help in this case? should i try to contact the RTG casino via email again?

Hello wingert,

Please definitely do not use someone else's device to access the casino as it may cause multiple issues in the future. Would it be possible to forward a screenshot of what you see when you try to access the website before we would try to get in touch with the casino?

thank you, see screenshot above.

the point is, i also deposited money and i would like to have my money back. Also my winnings.

would be great if you can help

Thank you wingert for all the information provided so far. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you wingert for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Royal Ace Casino for their help in resolving this complaint. We would like to know why is the player unable to access the site and if we can do anything to help resolve this issue.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

is there anything i can do now?

Dear wingert, the casino affiliate in charge of the complaints is currently indisposed and has asked us for some extra time so we will extend the timer for another week. I ask for your patience during this time and I hope we will be able to resolve this issue.

Thank you!

Greetings all,

I have reviewed the situation and it appears that the account has been deactivated by our security team. I have requested further information for the requisite department and will update here when I have a better idea of the situation.

Best wishes,

Nick and Royal Ace

Greetings all,

I am still waiting on reply from the requisite department, I will update here when I have further details.

Best wishes,

Nick and Royal Ace

please solve this as soon as possible. i am waiting for a solution more then 5 weeks

Greetings all,

I am still waiting on further information however the reason for account suspension is your account has been connected to multiple other casino accounts all used for the purposes of redeeming and playing free chips wingert. This activity is prohibited by the terms and conditions of the casino. Once I receive the necessary documentation from our security department it will be forwarded to the casino.guru team for review.

Best wishes,

Nick and Royal Ace

this is the reason, are you kidding me?

i didn't even receive a single $ - i PAID /made a DEPOSIT because your casino forced me. In order to obtain winnings.

I played as a new customer in a few RTG Casino like so many others. And used promo like so many others.

If this is the RTG Groups method "ban people who win at a free chip promo" this is 100% fraudulent behaviour on RTG's side.

It is NOT my Fault i was lucky with a free chip bonus. I want my MONEY back.

and why do you suspend my account AFTER i made a deposit??

fraudulent behaviour on RTG's side.

any news? it's already 2 or 3 months ago i won and deposited

if i register at a few RTG Casinos and i win at 2 of them - with all the complicated wagering - which is even unlikely to happen - why do you ban after deposit and take the money?

Dear wingert, I'm still awaiting further details from Nick about the situation. It is common in the industry that accounts are only reviewed after a withdrawal is requested. That is why your account has been blocked after your deposit. I will let you know about any further developments. Thank you for your patience!

it's been 3 weeks. like 3 month in total after ban. 3 Months for Royal ACE to resolve a customer support request?

I understand that it's common to review accounts after withdrawal request.

But, once again - in my opinion it is unacceptable to let the customer PAY first, and then block him. Not even give the money back from deposit! (like 10 or 20$)

I appreciate your/the help of Casino Guru's Staff, but also here: i doubt the meaningfulness of keeping this request alive for 2 months with no outcome.

sorry, but do you still even expect any answer?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Greetings all,

I have provided the requested documentation to Peter via private message.

Best wishes,

Nick and Royal Ace

Dear wingert, as mentioned by Nick I was provided with evidence of multiple accounts and therefore I believe the steps taken by the casino management are justified. Due to this reason, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.