The player from Sweden has been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hasn’t been received yet. The complaint was rejected because the player didn't respond to our messages and questions. The player later reopened the complaint and informed us she received her winnings.
Royale500 Casino - Player’s winnings haven’t been received yet.
Amount: 4,400 kr
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
2 years ago
Translation
I have been trying to get in touch with support via email and chat (by the way, there is an incorrect email address on the page) since the morning of 9/30 without receiving the slightest response that my attempts have even been received!
So I have not received my money even though it is ready and it is impossible to "reverse" the money as it is actually possible to do before it has been paid out! My only chance and lifeline now is that the money is stuck over the weekend and that tomorrow Monday I will receive this money in my bank account! It is also not possible to see which account they use to pay me to, nor did I have the opportunity to choose! What you assume is that the same applies when you paid in money from , but that is not something I have been confirmed. Nor have I received a requirement to send in "paper" for identification, but I use BankID to log in and trustly for payment to the casino account! Help, am I being scammed?
Automatic translation:
Public
Public
2 years ago
Dear Bellytte,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
Public
Public
2 years ago
Translation
Okay, but it's a lot of days and if it says on the website that it will take a few hours and if everything is as it should be (which it is from "my side" and it says completed on their side.. Is it still 14 days before you can get help to complain or expect your money?
Edited
Automatic translation:
Public
Public
2 years ago
Dear Bellytte,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
