Royale500 Casino - Player’s struggling to complete account verification.

I have never known a ‘live chat’ like it. 2 days and no response. I want to withdraw but I have been asked to verify my account which is absolutely fine. Sent my docs off 2 days ago and I have been asking if there is anything else they need etc. I understand paperwork can take time but no reply on live chat after 2 days is disgusting, and the email address you provide isn’t correct. I have been speaking to your live chat on your sister sites like slot stars etc, response off bot straight away, I can’t help but think I am getting scammed ?

Dear stejp14,

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.

I agree that casino support should be more proactive when you try to find more information. Nonetheless, I would recommend that you wait for a few more days so that the casino has enough time to review your documents. I will keep this complaint open, so please keep us updated.

Thank you in advance for your reply.

Best regards,

Kristina

I appreciate the response, it’s not the documents I am complaining about, I fully understand that you have to verify my account etc but it says if you have any issues get in touch and knowone replies and the email address is invalid. I have received a response saying I need to upload documents and I already have. I have uploaded 3 sets of documents, bank statement, bank card and driving license. I asked them where my documents were upto in verifying stage and the reply was I need to upload documents, I have uploaded these twice now and it’s takes like 2 days to hear a response in between every question I have to ask.

i Have spent the money now anyway, am guessing that’s why they take so long to sort things out and reply in the hope you spend your winnings inbetween. There is no way of placing your winnings in a pending state whilst the documents are looked into either which is just terrible. I will not be using your site again nor would I recommend it to anyone.

Sadly, since you have played/lost your winnings, I’m afraid, there is not much we can do for you. The player is the only one responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings. We would really like to help, but it is impossible this time.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.