Royale500 Casino - Hráčův vklad nebyl nikdy připsán na jeho kasino účet.

Made a qualifying deposit of €10 last night with a 100% match bonus offer. And so far neither the 10 € real credit nor the 10 € bonus credit can be credited to my player account. Several contact attempts via email to the support address or live chat were unsuccessful. No feedback no nothing

Really the last

Habe mit nem 100% match Bonus Angebot die qualifizierende Einzahlung von 10 € getätigt letzte Nacht. Und bis jetzt weder 10 € reales Guthaben noch die 10 € Bonus Guthaben auf meinem Spieler Konto verbuchen können. Mehrere Kontakt versuche per email an die Support Adresse noch live Chat verblieben ohne Erfolg. Keibe Rückmeldung kein gar nix

Echt das letzte

Dear Graugruenl,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

Could you please advise if you have contacted your payment provider/bank already? If there’s any relevant communication, please forward it along with the payment receipt to petronela.k@casino.guru.

As I mentioned earlier, if a deposit hasn’t been credited to your account, the casino has its hands tied as only the sender can track the transaction, not a receiver.

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

Best regards,

Petronela 

Yes, the money was successfully transferred from my bank account!!!!!

Ja das Geld wurde erfolgreich von meinem Bank Account transferiert!!!!!

Furthermore, I still got zero reaction from the casino support itself. Neither by email nor via live chat!!!! What an absolute cheek. I contacted the live chat every day and have written 40 emails since then.

Des Weiteren hab ich vom casino Support selber Immernoch Null Reaktion darauf bekommen. Weder per email noch via live Chat!!!! Was ne absolute Frechheit ist. Ich habe jeden Tag den live Chat kontaktiert und seither 40 emails geschrieben .

Could you please forward your payment receipt? Thank you very much.

I really don't want to send a bank statement here. Have you ever contacted the casino regarding my request? Or already be able to communicate with them? Only when they have had contact with them and they claim that I have not paid anything in. Only then do I agree to send the required extract

Möchte eigentlich ungern einen Bank auszug hier versenden. Haben sie das casino denn überhaupt mal kontaktiert bezüglich meines Anliegens? Oder bereits mit denen kommunizieren können ?erst dann wenn sie Kontakt mit denen hatten und die behaupten das ich nix eingezahlt hätte erst dann erkläre ich mich bereit den benötigten Auszug dazu zu senden

Dear Graugruenl,

I haven't contacted the casino yet. As I mentioned earlier, if the money got lost during the transaction it will take some time till it's credited to your casino account or returned to the bank. Moreover, I do not need the entire bank statement, only a screenshot of the specific transaction is required for now.

However, the only recommendation, for now, would be to wait. Given that it's less than a week now since the unsuccessful transaction (28/01/2022), I will set the timer for additional 21 days and if there's no development by then, we will intervene. Thank you very much in advance for your patience.

Hello Graugruenl,

Have there been any developments since our last conversation?

Dear Graugruenl,

Were your deposited funds credited to your casino account already? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.