96Ace casino delayed and later denied my withdrawal (bonus 20% requirement - turn/win over met) saying that they needed the vendor to approve my KYC before I can withdraw therefore I submitted all the required identity card, selfie etc) that very moment and they said expected wait time is 24 hours for vendor response.

Attached

Dear samuelang,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that the casino confiscated your winnings due to an IP match with another player?

If there is any other relevant communication between you and the casino, please forward it to [email protected], or alternatively, post it here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Dear samuelang,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Dear Kristina,

First of all I would like to thank you so much for offering help. For players, it’s already tough to win in online casino, what’s even frustrating is in the event of Lady Luck smiling on players which rarely happens, the winnings were denied. my winnings were denied due to 2 points they claimed below:

• Same IP address for with other member
• Bets placed on opposite sides or draw not counted all winnings invalid

For the first point, it’s ridiculously untrue. I only have one account with 96Ace, and I have a few iPhones I use, (but only 1 account) to play not only on their platforms but also maxim88, 9club2, eclbet etc.

2nd point, for the game I got most winning was from evolution gaming lighting baccarat where I bet on player pair and banker pair (won $4k) and banker (won $7k plus). How can it be that baccarat game we can’t bet on player and banker pair and one side player or banker ? It wasn’t like a bet on player and banker, also even if they claimed that the pair is considered as opposite sides, shouldn’t they at least 1) give a warning as players aren’t aware of such unreasonable rules, 2) at least pay me of my main Banker bet which I won $7k plus ?

96 Ace is the only casino which I played and have experienced such unfair treatment, after this event they even shut down my account. I hope to contact evolution gaming to ban them from using their platform as evolution gaming has many games which exception high payout like logging baccarat, roulette, blackjack etc. I can’t imagine if players win high in any of those games, 96Ace will come out with excuses to deny payment to future players.

please help me to seek justification in my case. Thank you very much.

regards,

samuel

Thank you for your reply, samuelang. Could you please advise if the player pair and banker pair were both side bets, or did you bet during the regular game on the player pair and banker pair at the same time?

Would you be so kind as to forward me your game history? My email address is [email protected].

Dear Kristina,

I’ve just emailed you the required informations as well as some addition details. Thank you very much

samuelang, I am sorry, but you have not sent me any of the information I asked for. All requested information is essential if we wish to proceed with the case. Thank you in advance.

Dear Kristina, 

Once again thank you for helping me in this seemingly hopeless situation .. I’ve attached the report (as per below??) on the gaming details which provide the answer of my betting details:

banker:$115

banker Pair:$7

player Pair:$7

Tie: $8

Total payout:$11,508.25.

May 23rd Monday, the day that I won and attempt to withdraw. I first contacted their Live support/chat when I saw that my withdrawal was unsuccessful.

The officer said my withdrawal needed to go through check by their vendor and that I needed to complete ‘KYC’ process - submitting Identity document and taking selfie with it. Without delay, I did what was told and uploaded the docs to their system. 

Despite that, still have to wait for around 1 day for their vendor (I don’t know what that is?) to check and revert back.

Meantime, they will have one of their staff to WhatsApp me to update me on the withdrawal progress.

The screenshot taken below was the conversation I had with 96Ace representative who WhatsApp me shortly after I ended the chat with their Live support.

In addition, I would also like to highlight a few important points during the course of playing at 96Ace.

• In just 1-2 weeks after I joined 96Ace I’ve made approximately 13 times DEPOSIT as a less than a month new member.

• My winnings from the game they faulted me was total $$11508, my last credit balance was $14,800 (minus $300 my own deposit) $14,500. At the very least I deserve to have the difference paid to me ($14,500- $11508.)

• I’ve withdrawn twice (I think) however I’m sure of one withdrawal made because it was $4k plus.

• I was not informed that I needed to complete a ‘KYC’ process.

I’ve been a member with ECLBET, 9club, God55 for more than 2 years and less than a year with maxim88.

Never have I encountered such delay with outstanding requirement not mentioned in the first place. Therefore I felt uneasy, thinking if they’ll find fault by making up something denying me of my winnings and indeed in less than 24 hours, my fear was actualised when I received the WhatsApp saying they will not pay me plus shut down my account. Really unethical and unfair of them. 

Please let me know if there’s anything in else you need in this matter. Really Appreciate your kind attention and offer to help ??

Best,

samuel

Could you please forward me your game history from the moment you started playing this game?

Unfortunately I can’t access the info as they’ve shut down my account the very day they denied my winnings and withdrawal

Thank you very much samuelang for your cooperation. I will now transfer your complaint to my colleague Matej ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello samuelang,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Please explain to us what happened and why samuelang's winnings were confiscated.

Thank you Mr Matej for your help.

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Dear samuelang.

Unfortunately, the casino is non-responsive. The casino should hold the Philippines license - (PAGCOR).

I would like to suggest you complain directly to the regulator's body.

Do you know how? I can assist you. Just let me know if you need help.

Dear matej,

really appreciate your help in this matter. Please guide me on how to file a complaint or any other stuff that may help me and (potential future players) against this unscrupulous casino.

thank you

Hello samuelang.

Please visit this link:

https://www.pagcor.ph/contact-us.php

and fill your complaint there.

For "Please choose the appropriate topic: *" chose Security/Complaint

Please let me know when you submit the complaint to the casino's regulator.

Dear matej,

I had been busy recently but I want to submit the complaint to the authorities. In the next free days I shall do it and update you.

thank you very much

Dear samuelang,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.