On Wednesday, June 8, 2016, I made a $600.00 withdrawal request from my Royal Ace account. It was acknowledged as having been received via email by help@royalacemail.com. On Wednesday, June 15, 2016, Robyn from Royal Ace emailed me and asked me to confirm my exact name as it appears on my driver's license, a valid phone number and physical address where the check will be delivered. I replied to the email answering all three questions to which Robyn responded by saying it will take 7-10 business days from approval date to be sent to Royal Ace's processors. Robyn further stated in the same email that once the processors receive the money then they will issue me the check and get back to me with my check's tracking number. On June 20 and again on July 5, I followed up via email and asked if Royal Ace had a tracking number for my check. On July 5, I received a reply from payouts@royalacemail.com and informed me that my case had been sent to the escalations department to speed up the payment process and instructed me to email Ally (ally@casinosupportcenter.com). I promptly emailed Ally on July 5 and again on July 10 to which there was no reply. On July 13, I live chatted with Roger from Royal Ace, and he informed me that he did not know why my payment was being delayed, to contact Ally, and that he did not know nor could he give me a time frame as to when my check would be mailed out. As of July 19, 2016, well over a month since my $600 check request, I still have not received it.
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