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Royal Ace - Delay payment/verification trouble


Found for the Player - Despite our repeated efforts to contact Royal Ace Casino to discuss this issue we have received no response whatsoever from the operator.

Read our Royal Ace Casino Review.

Player's Complaint

I got 30 free spins. I won and played required 900+ in order to generate withdrawalable funds. Asked to verify with hooyu. Did and it did not accept my proof of address. Even though my address on my driver's license is current that is not good enough. I am not able to proceed with this stupid hooyu sight. CSR via chat was rude and provided no other solution than to send my personal private info thru email to royal ace. I already send my personal private info to those website I refuse to send it electronically somewhere else. I did as they asked and now what. Why they need address verification anyways since my address on drivers license is current. The website won't let me add another document for proof. So that's not my fault. It wants another forum of ID like passport or identification card. I do not have either because I have a driver's license from the state of California which is valid. Most people do not have multiple. I do not travel outside of USA so no need for passport. I would like to get my 375.00.please help me.

Read the casino review

2 Responses

User icon
January 27, 2020

Hi iamshe - welcome to!

Unfortunately you have chosen to play with an operator that is both negatively listed with this service and who has historically been non-cooperative with complaints submitted to us. While we will try to contact the operator on your behalf the chances of a successful mediation are low.

Proof of address ordinarily has to be a bill from a utility company or bank statement that has been posted to your address. This demonstrates that you are actually receiving mail at that address. I need to be clear that we will support you claim only so long as you cooperate with KYC requests. If you fail to do so we will discontinue our involvement in your claim.


User icon
February 25, 2020

Hi iamshe,

Sadly despite repeated efforts to contact this operator to discuss your issue we have received no relevant response. At this juncture we have no reasonable expectation of this changing.

Sorry we could not be of further help.


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iamshe 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

January 27, 2020

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