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Royal Ace – Runaround/delaying of payment

Ruling

Found for the Player - Despite repeated efforts to contact Royal Ace Casino we have received no response to this complaint what-so-ever.

Read our Royal Ace Casino Review.

Player's Complaint

After meeting the playthrough requirements I requested a Bitcoin payout on 5/24/2019. I contacted chat to see what documentation was needed. I sent everything asked of me that day on that day. I waited 10 business days which including a holiday turned out to be 15 days. The casino then replied asking me to send a selfie of myself holding my license and the current day's local newspaper. I sent it that day. The next day I inquired about the status of my withdrawal. The casino responded by asking me for another selfie, this time with a local newspaper, a driver's license, and a passport. I understand now why the casinos that The Pogg doesn't recommend are not recommended. Sadly however, I've tried two other casinos, so this is only the first of two complaints. I will definitely only use the ones The Pogg recommends from here out.

Read the casino review

5 Responses

ThePOGG
Jun 09, 2019

Hi notwiththescam - welcome back!

Unfortunately since the point of your last complaint our line of communication with this group of operators has completely collapsed. While I will try to contact Royal Aces on your behalf I have very little expectation of receiving any response.

Thanks,

ThePOGG

notwiththescam
Jun 09, 2019

I understand. They have stopped communicating with me altogether as well. I do however, sincerely appreciate your efforts.

notwiththescam
Jun 11, 2019

They have denied my winnings due to what they're considering "incomplete documents" because I do not have a passport. Yet they have drivers license, current utility bill, credit card numbers, credit card authorization form, Bitcoin address, and selfie holding my license, which is all entirely too much information. So, they've placed my withdrawal back into my account balance. If I leave it there, then I have no pending withdrawal. If I request a withdrawal again, they have another seven to ten business days to come up with new denial methods. I'm unsure of what to do. Except for give up, I'm not doing that. Any suggestions from your end?

notwiththescam
Jun 13, 2019

I've opted to re-withdraw my payout seeing how I haven't heard anything from anyone about the complaint. I immediately received an email stating that all of my documents had been received. I'm supposing that by the time I hear back from you at The Pogg that I'll be right back where I started when I originally filed the complaint. I perceive that you all there have a lot that you deal with, as I have not found any other place where I can submit a complaint to against an online casino that doesn't honor good business ethics. Not only that but you deal with disputes spanning multiple countries. I thoroughly understand.

ThePOGG
Jul 09, 2019

Hi notwiththescam,

Unfortunately after repeated efforts to discuss this issue with the operator we have received no response what-so-ever. That this juncture I have no reasonable expectations of this changing.

Sorry we could not be of more help!

ThePOGG

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Agreement

notwiththescam 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

June 7, 2019