Royal Ace— player complaints: 12 in English

I got 30 free spins. I won and played required 900+ in order to generate withdrawalable funds. Asked to verify with hooyu. Did and it did not accept my proof of address. Even though my address on my driver's license is current that is not good enough. I am not able to proceed with this stupid hooyu sight. CSR via chat was rude and provided no other solution than to send my personal private info thru email to royal ace. I already send my personal private info to those website I refuse to send it electronically somewhere else. I did as they asked and now what. Why they need address verification anyways since my address on drivers license is current. The website won't let me add another document for proof. So that's not my fault. It wants another forum of ID like passport or identification card. I do not have either because I have a driver's license from the state of California which is valid. Most people do not have multiple. I do not travel outside of USA so no need for passport. I would like to get my 375.00.please help me.

I won $450. at Royal Ace the beginning of April 2019. I sent in all required documentation and was told two separate times that the documents had been verified completely and that money would be deposited within 3-5 days. Now they are stating they need me to renew my drivers license because it expires in July. I truly feel they are giving me the run around.

After meeting the playthrough requirements I requested a Bitcoin payout on 5/24/2019. I contacted chat to see what documentation was needed. I sent everything asked of me that day on that day. I waited 10 business days which including a holiday turned out to be 15 days. The casino then replied asking me to send a selfie of myself holding my license and the current day's local newspaper. I sent it that day. The next day I inquired about the status of my withdrawal. The casino responded by asking me for another selfie, this time with a local newspaper, a driver's license, and a passport. I understand now why the casinos that The Pogg doesn't recommend are not recommended. Sadly however, I've tried two other casinos, so this is only the first of two complaints. I will definitely only use the ones The Pogg recommends from here out.

I have been asked for the same form over and over again. I have now sent the form and the other documents to documents department over ten times. Each time the send a form email, but they still ask for the same submitted items. Customer service never answers the phone and the live chat just keeps asking for the same forms. All I want is for them to acknowledge that they now have everything. They had all this information two years ago, one year ago and now 10 times this year. I feel that they do this in case you win big they can deny the win saying you never submitted the items. Please help straighten this out. [EDIT]

Hello ThePogg, i make a claim because i had a really bad experience with this Casino, the agents of the Casino are delaying the process of withdrawal over and over again while i've already submited all the required documents, bank details and scans to prove my ID, they're asking my details time after time and now they are not calling me back nor answering my emails. The withdrawal request was made 9-feb 2019 and been re-confirmed 28-feb and they still not transfering the funds to my account. I would really like to keep playing on this casino but this delay is not acceptable. Thank you very much. Best regards

I signed up for Royal Ace on 10/3 and deposited $250 and claimed a 300% bonus with a 10X play through. I played various slot games on the site and won over $17,000. When I saw that I had reached my play through amount I continued to play a little more before I cashed out. I requested $15,000 in withdrawals and the money was taken from my balance. I then played more slots with my remaining funds and then logged out. When I went to log in the next day I received a message that said my account was restricted. I sent their support team an email and asking why and they said that my account had been restricted and the decision was not reversible. I then asked for a reason why so I could review them online and they responded with "The decision is, unfortunately, non-reversible". However, they never have given me a reason. To my knowledge I have not broken any rules and they are not only withholding my winnings, they are not returning my deposit.

I won and have attempted to cash out $98,000 from Royal Ace Casino for over a month now. I've submitted all documents requested, and have been verified. I've gone back and forward with customer service daily about beginning to receive my withdrawls. The casino denied my last attempt at withdrawing because they have now decided that I'm no bitcoin eligible. After the last declined withdrawal, i woke up the next day to see my account had been restricted and now cannot even log into my account, that has almost 100 thousand dollars sitting in it. These is are all facts and the absolute truth.

I was new to online gambling and sent in all documentation required to do a withdraw. I asked several questions during chat sessions only be given incorrect information. Not one single agent told me the correct information and I was disconnected several times. I tried to call Royal Ace and never was able to speak with a single person. I had to leave a message and never received a call back. I did a first withdraw as a wire withdraw to my bank account and received the confirmation email. I won another lump sum of money the next day and asked an agent information about withdrawing to a bitcoin account. The agent informed me to go to coinbase,create an account and send an email to Royal Ace with my bitcoin address so Royal Ace had it on file in case I wanted to use it. At this point I'm very new to bitcoin and I'm trying to educate myself on how to use it. Long story short they took my first withdraw that was supposed to be wired to my bank account (WHICH TOOK 3 WEEKS) and put it in my bitcoin account. So once again my money is locked up for another 7 business days. If they would have did the wire like instructed then I would have had access to all my funds that day. When I contacted them they just argued with me for hours saying that I requested it to be changed to a bitcoin deposit because I sent a bitcoin address in (like I was instructed by their agent) an email. They were rude, basically called me a liar, and would offer zero compensation for my inconvenience. As a matter of fact the supervisor actually told me IT WAS MY ERROR ANY MY PROBLEM AND THEY WOULD DO NOTHING FOR ME. They were all so unbelievably rude and unknowledgeable, and I felt like their customers meant nothing to them. It was most certainly one of the worst customer experiences of my life. I did everything I was supposed to do and everything they told me to do only to get treated like I was just another client that they didn't want to deal with. I will NEVER deposit at Royal Ace again and I most certainly don't recommend anyone doing so.

I was playing on a free spin code I won a jackpot of 347 it then took my balance down to 100. When I asked if I could cash out I'm being told I can't because I've played back to back free spins with out a deposit. March18 2018 300pm . it took the code I beat the game now I believe I should be paid. Please help. [EDIT]

Hello I'm request on 12/15/2016 That was approved on 12/29/2016 $ 1.800 I'm contacted the casino send email but nothing happens I'm still waiting over over 3 months for my check

Hello, I won $7000.00 on Jan 11, 2017. I had authorization forms on file from 5.5 months ago, but they said they needed new ones so I sent them. Now they are saying that because my bank does not accept wire transfers this is presenting a problem because they are only allowed so many checks to be sent out. I was told to open a Bitcoin account, but I do not feel comfortable putting all of my banking info online to a company I know nothing about. I cannot open an account at another bank as I have credit problems. Can you help me with this problem? Thank you so very much, [EDIT]

Hello. I won $7500.00 on June 20th at Royal Ace Casino. $2400.00 was approved on July 1st and the balance was approved within the next 2 weeks. I have yet to see any of this money. I have been in contact with my V.I.P. rep, first with [EDIT] and now with [EDIT] as well as [EDIT] from the Escalations department. I have been told they are behind, but they can set me up with a bank wire. They keep asking me for the information to do a wire--which I gave them, but my bank does not do that type of wire. I then gave them my daughters banking info and they cannot do it that way either as my name is not on the account. Ok, I get this even tho she has the same last name as I do. I received an email last week from my V.I.P. rep and at the end of the email was the "suggestion" to open an account at another bank that does this type of wire. Due to financial reasons I am not able at this point to open an account at another bank and I have informed them of this situation. I have repeatedly asked them to please send me a check but they continue to send me emails asking for new banking info. Altho they have been somewhat responsive, I feel that I have waited long enough for one check and I am just getting the run around now. Can you please help me with this? Thank you very much. [EDIT]