Zdravo Tomas, puno ti hvala što si otvorio ovaj slučaj. Cenim što postoji forum za ovo. Prijavio sam se za Roial Ace 13. marta 2024. Koristio sam druga Inclave kazina poslednjih nekoliko godina, ali nikada nisam osvojio ništa (ili ako jesam, uvek sam sve odmah izgubio). Od 13. do sada sam deponovao ukupno $424.00 na moj račun Roial Ace. Prvih nekoliko puta sam koristio dve različite Visa kartice, a zatim sam na svojoj poslednjoj koristio svoj Coinbase nalog za deponovanje putem Bitcoin-a (jer je to bio njihov kriterijum da bi se povukli sa Bitcoin-om, morali ste da poslednji depozit bude Bitcoin). Prvi put kada sam pokušao da povučem (1000 dolara), bilo je to 20. marta i pokušao sam da povučem preko njihove standardne bitkoin opcije. Proverio sam sve dokumente (lične karte, selfi i viza kartice) do tog trenutka koje su tražili. Dao sam im nekoliko dana da razmotre povlačenje, ali nisam ništa čuo od njih. Tako sam ušao 24. marta i ćaskao sa nekim po imenu „Klaudia Martens" i ona mi je rekla da Bitcoin transakcija ne može da se obradi i da će to morati da bude putem žice. Međutim, rekao sam joj neposredno pre tog komentara da ne mogu da izvršim bankovni transfer jer je moja banka kreditna unija (a većina kreditnih unija ne prihvata međunarodne prenose). Nikada nisam dobio razlog zašto nisu mogli da prihvate moje povlačenje bitkoina. Zato sam odlučio da pokušam sledeće povlačenje (2000$) 25. marta preko njihovog sistema Coindrav koji je morao da ispuni više kriterijuma da bi ga iskoristio. Ušao sam u ćaskanje i razgovarao sa nekim po imenu „Džuli Karlson" i pitao sam da li im treba još nešto od mene za ovo povlačenje. Rekla je „Da, nedostaje nam dokaz vaše adrese, pošaljite račun za komunalije sa svojom adresom i ne sme biti stariji od 3 meseca. Ovo je bio prvi put da su tražili dokaz adrese, pa mi je bilo čudno, ali sam ipak poslao neophodan dokument. Dobio sam referentni broj iz centra za dokumente da su dobili informacije. Zato sam se vratio u ćaskanje i dao im referentni broj kako bi mogli da ubrzaju proces. Osoba sa kojom sam razgovarao tada je rekla da su potvrdili u centru za dokumente da imaju sve što im je potrebno i da za sat vremena provere da li je zahtev za povlačenje prošao. Pa ja jesam. Zatim sam razgovarao sa tipom po imenu Stiven, koji je rekao da ne ispunjavam uslove za opciju Coindrav jer nisam „običan deponent bitkoina". Nigde u njihovim uslovima i odredbama ILI kriterijumima pre nego što sam zatražio povlačenje nije pisalo da ljudi moraju da budu „Redovni deponenti bitkoina" da bi koristili ovu opciju. Vratio sam se i ponovo pročitao njihove uslove i odredbe više puta i ništa nije navedeno u njima. Tip je tada rekao da će povlačenje morati da se izvrši bankovnim transferom i da je odluka o bitkoin/koindrav konačna. Zatražio sam da zatim razgovaram sa „finansijskim odeljenjem" i/ili menadžerom. On je rekao da sve treba da se uradi putem četovanja i odluka resora finansija je konačna. Tada sam mu rekao da je ovo prevara i da ću to eskalirati. Njegov odgovor je bio „mogu li vam danas još nešto pomoći?".
Da odgovorim na pitanje o bonusima – Da, uvek sam koristio bonuse za meč sa bilo kojim od mojih depozita, znajući da ću prvo morati da ispunim ograničenja za igranje (što sam uradio poslednjih nekoliko puta kada sam osvojio). Bilo kakvo proigravanje je obično super teško ispuniti, ali ja sam ga pokušao i to je jednom zapravo išlo u moju korist.
Poslaću sve snimke ekrana komunikacije koje sam imao sa njima na vašu e-poštu.
Hvala još jednom,
Megan
Hi Tomas, thank you so much for opening this case. I appreciate that there is a forum for this. I signed up for Royal Ace on March 13th, 2024. I have used other Inclave Casinos for the past couple of years but have never won anything (or if I did, I always lost it all right away). From the 13th until now I deposited a total of $424.00 into my Royal Ace account. I used two different Visa cards the first few times and then on my last one I used my Coinbase account to deposit via Bitcoin (because that was their criteria in order to withdraw with Bitcoin, you had to have the last deposit be Bitcoin). The first time that I tried withdrawing (the $1000), it was on March 20th and tried withdrawing via their standard bitcoin option. I verified all documents (ID, selfie, and visa cards) up until that point that they requested. I gave them a few days to look into the withdrawal but never heard anything from them. So I went in on the 24th of March and chatted with someone named "Claudia Martens" and she told me that the Bitcoin transaction could not be processed and it would need to be via wire. However, I told her right before that comment that I couldn’t do a wire transfer due to my bank being a credit union (and most credit unions don’t accept international wires). I never got a reason as to why they couldn’t accept my bitcoin withdrawal. SO I decided to try the next withdrawal ($2000) on March 25th via their Coindraw system which had more criteria to meet in order to use it. I went in the chat and spoke to someone named "Julie Carlson" and asked if they needed anything further from me for this withdrawal. She said "Yes, we are missing proof of your address, please send a utility bill with your address and it must not be more than 3 months old." This was the first time they asked for proof of address, so I found it odd, but still sent over the necessary document. I got a reference number from the documents center saying they received the info. So I went back in the chat and gave them the reference number so they could expedite the process. The person I chatted with that time said that they did confirm with document center that they have everything they need and to check back in an hour to see if withdrawal request went through. So I did. I then spoke to a guy named Steven, who said I was not eligible for the Coindraw option because I am not a "regular bitcoin depositor". No where in their terms & conditions OR the criteria before I requested the withdrawal said that people need to be "Regular bitcoin depositors" to use this option. I went back through and re-read their terms and conditions multiple times and nothing is stated in it. The guy then said the withdrawal would have to be made via wire transfer and the bitcoin/Coindraw decision is final. I requested to then speak to the "finance department" and/or a manager. He said that everything needed to be done via chat and the finance department’s decision was final. I then told him them that this is a scam and I would be escalating this. His reply was "can I help you with anything else today?".
To answer the question about bonuses- Yes, I have always used match bonuses with any of my deposits, knowing that I would need to meet the playthrough limitations first (which I did the last couple times I won). Any playthrough is usually super difficult to meet, but I gave it a go and it actually worked in my favor for once.
I will send any communication screenshots I had with them to your email.
Thank you again,
Megan
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