Royal Ace Casino - Povlačenje igrača je odloženo i neobrađeno.

They keep not processing my payment saying that my ID needed to be sent. I’ve sent it over three times clearest day and they continue to say the same thing over and over they are not sending me emails to tell me it’s being processed as they did in the past I have cashed out with them before, but now their processes acting suspicious. They didn’t send me $100 win. I won off a bonus game and claimed they sent it and now I’m waiting for my big win and it’s just sitting there their policy says 7 to 10 business days and they’re not following it and they’re not communicating.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Sandyhoward,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Have you made any successful withdrawals from your account previously?
• Do I understand correctly that the delay in processing has been caused by incomplete verification?
• Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Greetings all,

I had look and it appears this payment should be going out today via Bitcoin, let us know when that comes in Sandyhoward!

Best wishes,

Nick and Royal Ace

Dear Sandyhoward,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kristina
Casino.Guru