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Resolved - The player has confirmed that they've managed to resolve their issue with Royal Ace Casino without our intervention.

Read our Royal Ace Casino Review.

Player's Complaint

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]

Read the casino review

3 Responses

Mar 28, 2019

Hi mamamialv - welcome to ThePOGG.com!

Unfortunately you've chosen to play with a group that is both negatively listed with this service and routinely non-responsive to complaints posted here. While I will try to discuss this issue with the operator for you, the chances of a successful mediation are low.

I also need you to clarify - you state that there's no money being contested? You would only be asked for an authorisation form at the point of withdrawal. Do you have a withdrawal pending?



Apr 05, 2019

Hi mamamialv,

I'm following-up on the above?



Apr 08, 2019

This player has confirmed that this issue has been resolved.



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mamamialv consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Royal Ace

March 28, 2019