The player from Finland was attempting to withdraw 370,00 from Royale500 Casino, but the site was asking for document upload, while simultaneously not providing a way to do it. The player reported that he had already submitted the necessary documents and they were then shown as confirmed. After some delay in communication, the player was able to proceed with the withdrawal. We kept the complaint open until the player confirmed that the funds had successfully arrived in his account. The issue had been resolved successfully.
Royale500 Casino - Player struggles with document upload for withdrawal.
Amount: €370
Royale500 Casino
Safety Index:Above averageSafety Index
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7.1
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
10 months ago
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10 months ago
Translation
Hi,
I have been trying to withdraw funds amounting to 370,00 from Royale500 Casino. However, during the withdrawal process, it states that I should provide some documents.
In the "Upload Documents" section, however, there isn't an option for uploading documents. It only shows that my proof of identity has been accepted. To address this issue, I started making inquiries on what to do when I don't get responses from the casino operators. I had a similar previous issue with the Luckymeslots Casino, which has a similar interface to this one. But there, I never got a response and ended up playing off my funds and consequently closing the site.
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10 months ago
Translation
So apparently I had already delivered the certificates at the time, but they hadn't fully accepted them.
The chat was finally answered and I was able to forward the withdrawal.
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10 months ago
Dear Liero91,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that your documents still haven't been verified? Could you please advise when exactly you provided the documents?
Have you accumulated your winnings with or without an active bonus?
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
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10 months ago
Translation
The documents are now shown as confirmed, because I was able to do the repatriation the other day. I don't remember when I had submitted the documents, but apparently I had. No new request came from them. The money hasn't moved on yet. I'll wait to see how long it will take, since their answers took quite a long time.
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10 months ago
Thank you very much for your prompt reply, Liero91. Let's give it a few more days. I will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.
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10 months ago
Translation
Hello, the money arrived in the account 👍
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10 months ago
Dear Liero91,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not 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,
Kristina
Casino.Guru
