The player's unable to withdraw his balance as his balance is claimed to be bonus money. The complaint was resolved as the player received his money.
Royale500 Casino - The player's unable to withdraw his balance.
Amount: 30,000 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
2 years ago
Public
Public
2 years ago
Translation
When trying to withdraw, I get the error message that I have a bonus account and need to deposit real money to be able to make a withdrawal. Even though I never had an active bonus. I have been promised by support on 3 different occasions that they will solve the problem so I can make withdrawals, but even though it has been over 1 month, they have not solved the problem. All documents have been verified.
The support takes several days to respond to each contact.
Automatic translation:
Public
Public
2 years ago
Hello Syner1980,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Royale5000 Casino.
Could you please advise since when are you registered in the casino? Is your account fully verified? Did you ever receive a withdrawal from this casino? Can you please forward your deposit/bonus/bet history to nikolas.b@casino.guru?
Regards,
Nick
Public
Public
2 years ago
Dear Syner1980,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.
