On 23th November 2016 I won $2160 by playing roulette. I have not used a bonus. On the same day I requested a withdrawal of $2160 to my Neteller account (which I have used for depositing). Then they requested several documents for verification which I have all provided. They have also informed me that they can not process my withdrawal to my Neteller account but only to my bank account, so I have provided them with my bank account details. I waited several weeks, but I have not received the withdrawal on my bank account, so I sent them an email asking about my withdrawal. Then I received this response:
"Dear Customer,
This is Gilson with Royal Ace Casino. As I can see from your account your docs have been verified on 1/27/17 and your withdrawal has been escalate to be process as soon as possible,when it will be paid out,you will receive a confirmation email
Sincerely,
Gilson
Royal Ace Casino"
So I waited several more weeks but I have still not received the withdrawal on my bank account. So I asked again via email, but this time I didn't got any response. Within the following weeks and months I sent a couple more emails and I never got any response. Then I went into the live chat and asked about my withdrawal. The live chat agent informed me that I need to send my bank account details again to a certain email address.
So I sent an email with my bank account details again and also in this email I urged them to process my withdrawal as soon as possible. This time I got this response:
"Dear Mathias,
I can confirm your WIRE information has been reconfirmed.
If you have any further inquiries please contact out LiveChat support agents who are available 24/7 via our website.
Many thanks!
Ollie"
To this day I have not received my withdrawal of $2160 even though I have waited over 5 months!
↧