Silver Oak, Royal Ace, Planet 7, Slot Madness, Le Bon Casino, Captain Jack Casino Support and Complaints Thread

Hello Bonos23,

The casino rep got back to us, stating you provided the wrong casino credentials. Can you please double-check and send us the correct username or associated email address for your casino account? Thanks.

Made withdrawal via Litecoin around 16 hrs ago, n said approved n sent shortly. About 4 or 5 hrs after payout request said sending I deposited $30 via my Litecoin wallet thinking would them identify me n my Litecoin address, it was confirmed on block chain im 2 minutes, i took couple hrs before showing in my account, very aggravating that i don't even see the payout on blockchain or anything yet as said sent around 16 hrs ago. Somebody please pls help me out, I'd b so very grateful, thx 😊

Hello Berent13,

First of all, welcome to LCB! Glad to have you here. 

Can you please send us your casino username/id via private message so we can reach out to the casino representative and inquire about your case?

Thanks!

Hello Berent13,

Thanks for sharing your casino credentials with us.

We have reached out to the casino about your case.

Keep you posted.

The name and email I gave are correct. User name Bo**** email RubyC****@icloud.com are what I log in with. I just tried and was successful.

Hello Bonos23,

We will forward your credentials to casino rep.

Keep you posted.

Slots garden approved my withdrawal 03/06/2024 and I have not received within their stated guidelines.

Hello Veg,

First of all, welcome to LCB! Glad to have you here. 

Can you please send us your casino username/id via private message so we can reach out to the casino representative and inquire about your case?

Thanks!

Hello Bonos23,

We will reach out to the casino rep again.

Keep you posted.

Hello Bonos23,

We have reached out to the casino again.

Ok thanks. They never answered me not even to offer up some nonsense excuse for their actions.

Hello Bonos23,

The casino rep got back to us, stating that it had come to their attention that your recent winnings stemmed from a series of consecutive free chips. Winnings from consecutive free chips are not eligible for withdrawal as per their terms and conditions.

In light of this, we regret to inform you that your withdrawal request cannot be processed. However, they have taken the liberty to refund your initial account confirmation deposit via Bitcoin, which should already be reflected in your account.

We will close this complaint and mark it Resolved.

Hello Veg,

We will close this complaint due to the inactivitty of the submitter.

No mention of bonus money here not to mention player class says depositor.

Hello Bonos23,

Now you are a depositor, but once you weren't. :) Did you receive initial account confirmation deposit via Bitcoin?

Thanks for the reply.

Hello Veg,

Thanks for sharing your casino credentials with us.

We will reach out to a casino representative to inquire about your case and reopen the complaint.

Keep you posted.

I did not they gave me a free chip I guess for my troubles but guess what I won again on my chip my only free chip and yep withdrawal denied again same reason. Now their just being ridicolous my last transaction before my chip they gave me was a deposit. Now that deposit doesn't count I need to deposit 30$ and then wager a new amount. Are they serious? Wow. This time I did everything correct.! They didn't steal my balance as of yet this time! I won't be playing it back tho.

Something you stated here I'm confused about my winnings was from one chip I've never had any withdrawal from this casino for anything this was my first time actually winning. I have used other freebies from email promos but never won anything. So I'm confused when they told you from multiple chips?

Hello Bonos23,

We will reach out to the casino rep again to find out more.

Keep you posted.

Update my deposit finally showed up. That's all tho. Their still not responding to my emails about the new withdrawal and I have supplied them with every screen shot and convo between me and the customer reps.

Thanks a lot.

Hello Bonos23,

We are glad to hear that!

Enjoy your winnings 

Can we kindly ask you to share with us the information about the winning amount via private message? (How much money have you managed to withdraw?) We collect this data solely to create yearly complaint-related statistics. Thank you!

We will close this complaint and mark it Resolved.

We will notify the rep about your new withdrawal request.

I meant my verification deposit not any money from the casino just my money back.

I won money at Silver Oak Casino.II tried to redeem however there is no chat no email returns and they have no way to redeem. What should I do

Hello Bonos23,

Okay, thank you for the reply.

Hello Cheflastyle,

First of all, welcome to LCB! Glad to have you here. 

Can you please send us your casino username/id via private message so we can reach out to the casino representative and inquire about your case?

Thanks.

Hello Cheflastyle,

Can you please send us your casino username/id via private message?

Hello Cheflastyle,

We will close this complaint due to the inactivity of the submitter. 

I've been waiting my money is still in my acct so I attempted a withdrawal again using my coin wallet and of course T&C are diffrent from one page to the next! They didn't take it because they can't this time it's rightfully mine.  Going to wait as long as it takes because now it's the principle of it. I followed the rules so should they.!

Hello Bonos23,

We've contacted the casino rep again and asked for an update on your case. As soon as we hear back we'll update you on this thread. 

Greetings all,

I would love to help Bonos23 however in order to cash in on a free chip it either needs to be the first free chip you have ever redeemed or have a cash deposit/play session to separate your free chips, in this case you have had multiple consecutive free chips and no deposit history other than the account confirmation deposit which was refunded to you, per the terms and conditions of the casino the funds are not valid for withdrawal I'm afraid.

Best wishes,

Nick and Captain Jack

My last transaction before the chip was a deposit! I may have used multiple free spin promos from my emails but I never cashed out on one not any! Only after months of trying did I finally win and when I provided a verification deposit as requested this casino still denied my withdrawal! I haven't read where it states in the T&C that a verification deposit don't count it does other casinos! So u denied my first withdrawal for having freebies and now your claiming the same thing for my second bonus! That can't be! There was a deposit made all my money taken from the casino and then I was given a free chip and your still trying to say I can't withdrawal my winnings on a totally new withdrawal! That makes no sense. I never cashed out on a freebie and your saying I can't ever redeem my money even though all rules were followed? 

Greetings all,

You did indeed make a deposit Bonos23, the account confirmation deposit for a previous withdrawal request which was denied. These funds were refunded to you on the denial of your previous withdrawal request, in order to qualify for addtional freebies you need to make a cash deposit and play it. Only then will you be eligible to withdraw from another free chip.

Supporting documentation has been forwarded to the LCB team for review.

Best wishes,

Nick and Captain Jack 

Hello Bonos23,

The casino representative provided us with proof that you made only one deposit, which was refunded to your account. Therefore, we consider your case resolved.

Why would I make a new deposit at this casino if they won't even honor the last request for a deposit? They asked for that deposit to redeem my winnings and then denied the withdrawal. Weather it was refunded, doubled or lost it was still a deposit they chose to refund it when they asked for it. Their words exactly see screenshot. I never asked for my money back! However the I am bigger than 100$ so they can keep it. I would never make a deposit to a casino that refuses to honor their written words. They exploited a loop hole by returning my deposit to me they don't have to pay. I've used other email promos at other casinos made my deposit and was promptly paid my money. Therefore I will just keep giving those casinos my money and Captain Jacks can continue to exploit loop holes with other players until people get fed up with the BS! Funny thing the withdrawal hasn't been denied yet this time and they haven't taken any winnings from my account neither. It still says pending. I never denied only making one deposit the point being it was made before I played with the chip that was sent to email after. I only made a deposit per casino request I was never planning on playing there again! It took 4 months to win anything this casino RTP is horrible I closed my acct. Thanks.

I am able for my withdrawal and slots garden only has coindraw for me to withdraw from and I don't know anything about Bitcoin and I have emailed them numerous times I have to have 10$ in Bitcoin for verification help please 

Hi Gossip25,

Sorry to hear about your problem. Please private message us your casino username so we can notify the casino rep. Keep you posted. 

I'm having same issues with Royal Ace not paying me out $390.00US completed all playthrough requests only withdrawal method is Bitcoin which coincidentally doesn't work when trying to withdraw ,they refuse to reply to emails and also live chat instead of being next person I. Line you end up the 5th person In line and they never get back to you ,i want my bloody money ass holes

Hello Middszy,

Sorry to hear about your experience. Please private message us your casino username so we can notify the casino rep. Keep you posted. 

Hi Gossip25,

We still haven't received your casino username/id, please send it via private message if you would like us to contact the casino rep and try to help you.

Hi Gossip25 & Middszy,

We will close your complaints due to the inactivity of the submitter. We'll reopen them once you get back to us. 

WHO DO I CONTACT ABOUT ROYAL ACE CASINO CHEATING RIGHT NOW!!!!

I used this coupon: 

Be one of the first to play with 25 FREE SPINS by claiming code ROYALMIGHTY25 below with NO DEPOSIT NEEDED - the game exists for two weeks only so don't miss out!

I play through this credit which required me to play through $1250 on a $17 credit from this coupon claim code. This is the first time I EVER used Royal ACE Casino. I 100% played through all of my requirements and can now withdraw. I clicked on withdraw and it says "You need to deposit a minumum of $10 in LTC to withdraw". If you click on deposit it says the lowest deposit amount for LTC is $30. I opened a live chat to ask how this is fair and the user in the chat named Keith told me "I see you used multiple coupons and you cannot withdraw now" I said what are you talking about this is my first time ever using this casino and then Keith says: "You need to deposit first before you can withdraw". So I paste the exact message from the email:

Be one of the first to play with 25 FREE SPINS by claiming code ROYALMIGHTY25 below with NO DEPOSIT NEEDED - the game exists for two weeks only so don't miss out!
Rules: Free Spins are valid for the specified game only, come with a $100 maximum cashout, and can be redeemed one (1) time per player. You must play all of the Spins before moving on to another game. Spins come with a 40x wagering requirement. No multiple accounts or chip redemptions in a row. Unless specifically stated otherwise, standard terms apply.

Keith who works at Royal Ace has ZERO idea what is going on and replies back to me saying "You should play through your entire balance to $5 and then deposit to be able to withdraw". This is the kind of horrible support this company has. I then check my message center and it says the ONLY coupon I ever used was the one I am talking about here but somehow this idiot from their live chat thinks he can lie to me and tell me to play through my legit redeemable balance just so they don't have to pay me. This is completely horrible! The customer service is a joke and will lie to you.

I then click on withdraw after Keith closed the chat on me telling me sorry sucks to be you. I click withdraw and then it pops up an LTC address telling me to pay $10 to the LTC address on my screen. I then did this. I paid $10 in LTC and after I seen the confirmation on the blockchain; I clicked verify me over 10 times and the website just tells me "pending". Then I go to click on live chat again and this website purposely puts you in a live chat status where it says "We will be with you shortly" and nothing happens. You could sit here and stare at this live chat box for hours and nothing will happen. I then close the live chat and click on "withdraw" and my reason for chatting and all of a sudden my LTC deposit says it's verified. REAL FUNNY HOW THAT WORKS.

Now I clicked on withdraw and then add my BTC withdraw address and it says:

 

Security Check Completed!

Congratulations!
Your winnings are on the way to you!

Now all of a sudden my account says I have $10.25 in LTC sitting in my account on this BS casino website after it literally said "You can withdraw your deposit of LTC after you deposit it right away". So they just took my LTC deposit, told me to forfeit my earnings, and told me I used multiple coupons when I never did. This entire story should show you how incredibly stupid this website is and the team behind it. 

Now my account says:

Pending Withdrawals

You have 1 withdrawal in process.

I 100% do not trust this website and ANY of these websites that use INCLAVE. It is a complete joke dealing with this website. I want my withdraw credited to my account. I will update this thread but it appears others have come here and complained and somehow they were paid after complaining. So here I am.

Hi getpaid,

Sorry to hear about your problem.

Players are advised to use an extreme caution upon deciding to play here. Royal Ace and sister casinos are known for extremely slow payments and poor customer support. They tend to pay the players, however payments are usually issued after a month+ , which is unacceptable business practice.

Please private message us your casino username so we can notify the casino rep.

Keep you posted. 

Now they have a manager who just took the entire $100 from my balance and then sent me back the $10 in LTC. 

WHO CAN I CONTACT ABOUT THIS WEBSITE

LOOK AT THIS SHADY TRANSACTION HISTORY. THEY LITERALLY TOOK MY WITHDRAW REQUEST - REVERSED IT THEN ADDING A PROMO CREDIT TO MY ACCOUNT AND THEN REMOVED THE ENTIRE $100 I WAS OWED!!!!!!!!!

Hi getpaid,

We still need your casino username, please private message us your casino username so we can notify the casino rep.

Thank you.

Hi getpaid,

Thanks for sending us your casino username.

We have just contacted the casino representative and will immediately advise you once we receive any feedback.

Hi getpaid,

We sent a reminder to the casino rep regarding your complaint.  As soon as we hear from them, we'll update you on this thread.

Greetings all,

I had a chance to review the situation and the win in question was on the second consecutive free chip in a row without a cash deposit to separate them. The rules of the free chip as well as the casino state that only one free chip is valid between cash deposit/play sessions so the withdrawal request was unfortunately denied and the account confirmation deposit refunded. Hopefully this clarifies things getpaid. I wish I had better news.

Supporting documentation has been forwarded to the LCB team for review.

Best wishes,

Nick and Royal Ace

I won $1400 on royal ace casino. I went through the verification process and had already had my debit card on file. After everything was approved for funding. I waited and waited and got nothing from royal ace casinos and tried emailing there customer service support team multiple times and got nothing in return but by golly when they want to send you something there's no problem. Kinda weird. To say the least I wasnt happy after I stayed home from work that day because I was winning and was super excited to end up with nothing. Pretty shitty to say the least.

Hi Bslusher29,

Sorry to hear you had issues with your withdrawal at Royal Ace Casino.

If you wish to contact them regarding your pay out, please send us your casino username via private message.