Royal Ace Casino - El retiro del jugador se retrasa debido al bloqueo de la cuenta.

I had received confirmation that my withdrawal had been processed and. I would receive them shortly. Since then I was told that somehow altered a document in which I have not I have all originals and have tons more proof of address. I’ve asked to see the said document and in return I’ve been blocked from all sites. I’d really like to get this resolved as there is something that isn’t correct and people are jumping to conclusions without me being able to defend myself.. I’ve spent too much money in these sites to have a mistake like this block me. I would like to get this resolved asap. And reading the fine print if they keep my winnings and revoke my access I’m entitled to my deposits back.

Dear thejennarae,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Royal Ace Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please share the communication containing the accusations against you?
• Could you please forward the document you submitted to the casino that was later flagged as altered?
• Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I’m not sure as to what document I’ve only sent in my proof of address they would never tell me which document it was but this is the one I believe it was

Thanks for your reply.

Could you please share the communication between you and the casino containing the accusations against you so we may review it?

Please forward the information to my email at tomas@casino.guru

Dear thejennarae,

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.

That’s what I have from the casino. They won’t respond to anything else from me

I’ve replied. I’m not sure how to get the other info you are asking for??

The accusation was posted on ask gamblers in which I got blocked from because of the false accusation.

Thank you very much, thejennarae, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear thejennarae,

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

Now, I would like to invite Royal Ace Casino representative to join this conversation.

Dear Royal Ace Casino, could you please provide more information about this case?

Looking forward to your reply.

Greetings all,

I reviewed the situation and I will require more information from peripheral departments in order comment effectively here.

Best wishes,

Nick and Royal Ace

Please let me know what the issues are son can resolve them because I believe there aren’t any thank you for your time. I did everything by the rules of your casino..

Dear Royal Ace Casino,

thank you for your message. Kindly inform us when you have collected the necessary information.

Greetings all,

I am still waiting for the necessary documentation, apologies for the delay. I will comment here when I have further information.

Best wishes,

Royal Ace

Thank you for keeping me posted

Any updates on this

Greetings all,

Unfortunately after reviewing and fully auditing the situation we have found that the initial judgement on the part of the casino was correct and valid. There will be nothing further I can assist with.

Supporting documentation has been forwarded to the casino.guru team for review.

Best wishes,

Nick and Royal Ace

I’d like to know what the issues were I still believe there isn’t one

Dear thejennarae,

thank you for your patience.

Following a review of the submitted information, evidence supports the casino's decision regarding the closure of your account. Regrettably, due to this substantiated basis, we must uphold the casino's action and therefore reject your complaint.

We regret that we were unable to provide a more favorable outcome. Please do not hesitate to contact us with any future issues you may encounter with this or any other casino. We will endeavor to assist you to the best of our ability.

All the best,

Katarina