1 published complaint: 1 unresolved (1 operator declined to engage).
Ace has a short record with us. SweepsGuard holds 1 published complaint against it, and that one closed 1 with a $1,000 redemption still outstanding. Player reports outside our complaint files have generally described redemptions arriving, so treat the published record as narrow rather than as a pattern.
It replies, and it replies fast. Both of our emails on the published case drew an answer within hours, which puts Ace ahead of most operators on speed. Neither answered what was asked. Ace's position is that it will only discuss an account with the account holder writing from the registered address, and it held that line even for questions written to avoid account detail entirely.
Ace restricts accounts when it sees a payment dispute against a deposit. In our published case the disputes were real but had been misfiled by the player's own bank against a different platform, and the bank issued a cancellation letter confirming it. If this happens to you, ask your bank in writing which disputes it has on file, for what amounts and on what dates, and get the cancellation in writing before you send anything.
Write to Ace from the email address your account is registered under, because they will not discuss it with anyone else. Keep your redemption request, the restriction notice and anything your bank gives you. If it stalls, file with SweepsGuard and we will put it to them directly.
Ace holds a grade A on SweepsGuard, and the grade rests on a licensed operator background, a working mail-in entry route and a support desk that answers. The published complaint record is the counterweight and it is short. Verify your account early, keep records of deposits, and if you have ever raised a card dispute involving any gambling site, expect to be asked about it.