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Royal Ace – Deposit and Winnings Taken And Account Closed On First Day

Ruling

Found for the Casino - A technical error resulted in the player being allowed to play with their deposit without the funds ever being removed from their bank.

Read our Royal Ace Casino Review.

Player's Complaint

I signed up for Royal Ace on 10/3 and deposited $250 and claimed a 300% bonus with a 10X play through. I played various slot games on the site and won over $17,000. When I saw that I had reached my play through amount I continued to play a little more before I cashed out. I requested $15,000 in withdrawals and the money was taken from my balance. I then played more slots with my remaining funds and then logged out. When I went to log in the next day I received a message that said my account was restricted. I sent their support team an email and asking why and they said that my account had been restricted and the decision was not reversible. I then asked for a reason why so I could review them online and they responded with "The decision is, unfortunately, non-reversible". However, they never have given me a reason. To my knowledge I have not broken any rules and they are not only withholding my winnings, they are not returning my deposit.

Read the casino review

4 Responses

ThePOGG
Oct 08, 2018

Hi Jake5435 - welcome to ThePOGG.com!

I'll contact the operator and see what we can find out for you. However you need to be aware that this operator is part of a group that consistently take a long time to both respond to complaints and pay so this is unlikely to be a quick process.

Thanks,

ThePOGG

ThePOGG
Nov 27, 2018

Hi Jake5435,

I've spoken to Royal Ace regarding this issue. They inform me that while your deposit was added to your account, the company that manage payment processing for this operator were never actually able to withdraw the deposit from your bank account. As such all play with these funds would be considered void.

If you can provide a bank statement showing that this deposit was removed from your account (and not returned in the intervening time) I'll contest this with the operator. Please forward this document to complaints@thepogg.com.

Thanks,

ThePOGG

ThePOGG
Dec 06, 2018

Hi Jake5435,

I'm following-up on the above?

Thanks,

ThePOGG

ThePOGG
Dec 14, 2018

Hi Jake5435,

If we haven't heard from you by Friday the 21st of December I'll assume the deposit was not removed from your account and close this complaint.

Thanks,

ThePOGG

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