Casino Complaint Royal Ace is Horrible

JuIcE4421

Dormant account
Joined
Apr 2, 2016
Location
United States
I had a withdraw approved on March 8th in the amount of $2500. The check is supposed to be for $2250 after taking out bonuses they say. On top of not getting any answers out of anyone at first to getting multiple different explanations and excuses since then, the payment still hasn't been sent. Now, I was just told that they want me to send in my bank statements so they can verify that my deposits into the casino actually cleared my bank account. Why? Makes no sense. This is ridiculous. What should I do?
 

Jasminebed

Game old gal
Joined
Mar 13, 2008
Location
Ontario
You should send what is requested.

It's probably a stalling technique, but if you don't comply you don't stand a chance of getting it at all.

You can blank out other transactions and your balance.
 

JuIcE4421

Dormant account
Joined
Apr 2, 2016
Location
United States
ok

i have search through my banks statements and cannot find where the deposit they are claiming i won from went thru. They sent me a statement showing my deposit of $250 was made on the 30th of January. I cannot see in my bank statements where the deposit was taken out of my account. It is too old and now I cant even remember what card was used. WHAT DO I DO?
 

JuIcE4421

Dormant account
Joined
Apr 2, 2016
Location
United States
Royal Ace Casino

Does anyone know a manager of payouts at Royal Ace that I can contact and call to get an issue resolved. I have been owed $2500 over 6 weeks now and they are refusing to pay due to multiple different excuses. Thanks in advance.....
 

Harry_BKK

Dormant account
Joined
Dec 18, 2014
Location
Balcony
Royal Ace is part of "The Virtual and Ace Revenue" casino group. A "gazillion" complaints with slow/no payment issues clutter the whole internet, unfortunately. :eek:

However, they promised to do better in the future and have a rep here on CM. You can contact here via PM and she might be able to help: https://www.casinomeister.com/forums/members/34733/

Good luck, hope it works out :)
 
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Harry_BKK

Dormant account
Joined
Dec 18, 2014
Location
Balcony
One more thing. ;)

Sorry i don't want to sound patronizing but please do some research next time before handing over your hard earned cash to a casino. There are some decent and CM accredited US-facing casinos available, e.g. the ClubWorld group with 8.3 score at CM, that is pretty good and their rep Karolyna very active on this forum. :)
 

sueyh

Senior Member
Joined
Apr 12, 2014
Location
New Zealand
i have search through my banks statements and cannot find where the deposit they are claiming i won from went thru. They sent me a statement showing my deposit of $250 was made on the 30th of January. I cannot see in my bank statements where the deposit was taken out of my account. It is too old and now I cant even remember what card was used. WHAT DO I DO?[/QUOTE=JuIcE4421;752311]

Why don't you ask the casino CS what kind of name appears on the bank/credit card statement for your deposit. The name of the casino is Royal Ace, but it might show as different name on the bank statement.

After you get the name, it will not be that hard to find that name on your bank statement because you know the deposit date. You said it's 30th January, so it would be around that time. Maybe on that day, but normally around within 2-3 days from the deposit, but very rare occasion it could take up to 2 weeks until it shows on the statement.

If your bank statement is too old-I'm not quite sure what you mean by that since the statement should be just 2 months old, but anyway, you can ask the bank to send you another statement for around that time,-also many people can check their transaction history online nowadays.

One more thing, the casino CS might be able to help you with what kind of card you used for the deposit, the CS can give you the information about what type(for example Visa, Master etc) of the card you used, and possibly the last four digit on the card-and on the most of the casinos you can check your transaction history without going through CS, it shows what type of card and last four digit normally, and of course the date of the deposit and the amount.
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
@ JuIcE4421 : As Harry mentioned, cross-posting (or double-posting in your particular case) is not cool. Please (re)read the Posting Rules for details. Also, please read the "Complaints Section Important Info" at the top of this page. As the others have mentioned this casino group has a perfectly good casino rep who can almost certainly help you with your problem.

Thank you for your cooperation.
 

JuIcE4421

Dormant account
Joined
Apr 2, 2016
Location
United States
Reply

The lady was being a smart ass telling me that she could tell me what the name on the bank statement was or anything more than the date and it was a visa. She wouldn't help me at all. It's like they allow you to deposit and if you lose they run it thru your bank but until you lose or if you win they don't run it and call it no good. Cause the winnings to be fraudulent. Ridiculous!!!
 

Harry_BKK

Dormant account
Joined
Dec 18, 2014
Location
Balcony
The lady was being a smart ass telling me that she could tell me what the name on the bank statement was or anything more than the date and it was a visa. She wouldn't help me at all. It's like they allow you to deposit and if you lose they run it thru your bank but until you lose or if you win they don't run it and call it no good. Cause the winnings to be fraudulent. Ridiculous!!!

Was that the answer from Tawni, the CM rep?

If yes, you still have the possibility to PAB, this is a free mediation service offered by CM and you have 1 shot with an unaccredited casino. You can read here about it: https://www.casinomeister.com/forums/help/pab-rules/
 

Mousey

Ueber Meister Mouse
Joined
Sep 12, 2004
Location
Up$hitCreek
The lady was being a smart ass telling me that she could tell me what the name on the bank statement was or anything more than the date and it was a visa. She wouldn't help me at all. It's like they allow you to deposit and if you lose they run it thru your bank but until you lose or if you win they don't run it and call it no good. Cause the winnings to be fraudulent. Ridiculous!!!


Being a USA facing casino there is no telling what processor name shows up. Most USA facing casinos use many processors and a processor that was active last month may be long gone this month and those processors sometimes use different 'names'. Unfortunately, attempts to fly under the UIGEA/banking regulations radar makes things complicated for both the player and the casino. If you deposited an even $300, it may even show up on your statement as more than that due to fees and whatnot. Also, sometimes the money will show up in the casino but not come out of your bank/cc account and vice versa.

I am not defending the casino (which I think everyone should avoid like the plague) but Tawni is usually pretty darn good about helping players out. Go back and look thru your Visa statements for January/February.

Good luck.
 

TawniVirtualAce

I-Gaming Industry Representative
Joined
Dec 12, 2013
Location
Worldwide
Hi JuIcE4421,

I'm so sorry about the difficulties you're experiencing and I'd like to see what I can do to help this situation get resolved. Can you please send me a PM with your casino username, so I can start digging into this?

Was that the answer from Tawni, the CM rep?

Nope, it wasn't me. I do my best to not be a smart ass. At least most of the time. :p
 

TawniVirtualAce

I-Gaming Industry Representative
Joined
Dec 12, 2013
Location
Worldwide
Hi JuIcE4421,

I’ve looked into this issue and you’ll be happy to know we have approved this withdrawal and the payment will be sent off tomorrow. I would expect to see tracking early next week with the payment arriving to you, mid-week, next week.

If you have any further questions, please don’t hesitate to contact me.

Tawni
 

Harry_BKK

Dormant account
Joined
Dec 18, 2014
Location
Balcony
Hi JuIcE4421,

I’ve looked into this issue and you’ll be happy to know we have approved this withdrawal and the payment will be sent off tomorrow. I would expect to see tracking early next week with the payment arriving to you, mid-week, next week.

If you have any further questions, please don’t hesitate to contact me.

Tawni

Good work Tawni :thumbsup:

But blimey.....withdrawal on 8th March, processed 13th April = 36 days to pay a "poxy" $2,250 :eek: :eek: It might be much for a player but it should be less than peanuts for a casino.

With that kind of payment delays you are not doing you any favors in the long term, players educate themselves (e.g. reading threads on CM :D ) and will decide to stay away from your group when they see that they have to wait over a month for a modest win to be paid.
 
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