Royale500 Casino - Hráč se snaží dokončit ověření účtu.

I have an account with royale500 I have had the account for about 6 months I went to withdraw my 500 pound I won on roulette today now it says I need to pass the verification process I thought u had passed I Have been emailing them all day trying to get through there online chat no response there customer service is disgusting I have sent them my identifications again drivers licence bank card and bank statement with my address on it can u plz get in contact with them plz my email address linked to the account k***78@ gmail.com user name br***42 thank u casino guru

Dear brogster31,

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.

Could you please advise when exactly you sent the last document? Have you provided all the required documents as soon as possible and in the correct format?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

Dear brogster31,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.