Royale500 Casino - Withdrawal of player's winnings has been delayed.

I have sent this casino an official certificate of residence that I ordered from the population registration center, it is not valid, the account statement and the bank logo with the address and account number are also not valid, the taxation certificate from the tax office is also not valid, they would like an electricity or water bill that is in my husband's name, so they are also not valid. To the electronic bank statement I don't get the address. How is it possible that these documents don't prove my address? I haven't received any answer from the customer service even though I asked 3 times, in Finnish and also in English. €40 is waiting for withdrawal

Dear Raijaanita,

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

I would like to clarify that this particular kyc does not work at the casino in question, i.e. I cannot withdraw my money. I want to know why they do not accept official proof of residence. Passport and driver's license are accepted

Dear Raijaanita,

Have you received your withdrawal from the casino yet?

I haven't received a proof of residence because they don't have any valid residence. And they don't answer emails. Now I ordered a paper statement from my bank for a fee where I can see the address. It doesn't show up in the electronic one. I'll take a photo of it when it comes to me in the mail and try to prove my address again.

Hello again, now I would really like an answer from the casino. The addressed account statement I ordered from which I took a photo was not valid. The photo is of course not in color because it came in black and white, all the edges are visible and the information is clearly visible. They ask to contact me by email but do not answer questions.

Thank you for your reply, Raijaanita. Did the casino explain to you why your documents were not valid? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hi, they don't answer any questions. There is only an automatic message that says to send a new version, contact the support team, i.e. the one that doesn't answer. The same documents have been in other casinos. I'll send them to your email.

Thank you very much Raijaanita for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi Raijaanita,

I've just reviewed your case and am very sorry that you came across such an issue. In order to help you resolve the problem, I will contact the casino.

I'd like to invite Royale500 Casino to join this conversation and participate in the investigation. Can you please provide us with any reasons of why the player's documents cannot be accepted?

Kind regards,

Tomas

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Would it be possible to contact that casino by phone Tomas? It seems that they don't answer this, just like they don't answer my emails either. My English is bad so I don't want to call them myself

Dear Raijaanita,

I've already contacted the casino's representatives via Skype, but it seems like they're offline.

I'm afraid there is not much that can be done without their cooperation.

The timer is still on though, so hopefully, we will see them reply.

Best regards,

Tomas

Dear Raijaanita,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at tomas.k@casino.guru.

I am sorry I could not be of more help on this occasion.

Best regards,

Tomas