Royal Ace Casino - La cuenta del jugador ha sido bloqueada.

My account was blocked, and I verified my account to be able to withdraw my winnings of $300. I made a transfer of $30, and it no longer allowed me to keep playing when they blocked my account. I've tried to get in touch, but there’s no way to do so except by email, and they've only responded saying that they will get back to me in 72 hours, which they haven’t done. I believe this is a scam.

Me bloquearon mi cuenta, verifique mi cuenta para poder retirar mis ganancias de 300dlls, ise una transferencia de 30dlls y ya no me dejo ni seguir jugando cuando me bloquearon. E intentado comunicar pero noo hay como más x correo pero no responden más que en 72 horas de cominicaran y noo lo han echo. Creo que es una estafa.

Dear gabriela664,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise when your account was created?
• Did you accumulate your winnings with or without an active bonus?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it 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,

Kristina

It was 05/20/2024 when I opened the account, I had a bonus when I collected the amount of 299 dollars and deposited 30 dollars

Fue el 20/05/2024 cuando ise la cuenta, tenía un bono cundo junte la cantidad de 299 dls y deposite 30 dlls

Thank you very much for your reply, gabriela664. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Please note that I requested communication between you and the casino.

Dear gabriela664,

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.

I asked you three times to provide me with the communication between you and the casino and you failed to provide it. I apologize, but without your cooperation, we are unable to proceed with this complaint.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.