The player from the United Kingdom is experiencing difficulties withdrawing his winnings due to ongoing verification. Player’s complaint has been resolved successfully.
Royale500 Casino - Player’s struggling to complete account verification.
Amount: £600
Royale500 Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
7.1
Royale500 Casino has a Safety Index of 7.1, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
Public
Public
1 year ago
i have tried to contact on live chat but there is no one responding for days also emailed multiple times and had 0 responses they are blocking me from withdrawing on there site saying I need documents I have sent the required documents over multiple times and had 0 response
not good At all want to resolve this immediately
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Public
1 year ago
Dear davidsmart97,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Have you been informed what specifically seems to be a problem in verifying your account?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Public
Public
1 year ago
I’ve sent my documents In passport and prove of addresss but not getting a reply via email
I’ve contacted there support email and no response for over 2 weeks
there is 0 contact from them
I have taking a break for a week on there site and have a £600 real money balance in there and want it out!
I go to withdraw and it just says verify your documents which I then sent to them multiple times with 0 response
Public
Public
1 year ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, davidsmart97, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
