Royale500 Casino - O jogador ainda não recebeu os seus prémios.

I have been trying to get in touch with support via email and chat (by the way, there is an incorrect email address on the page) since the morning of 9/30 without receiving the slightest response that my attempts have even been received!

So I have not received my money even though it is ready and it is impossible to "reverse" the money as it is actually possible to do before it has been paid out! My only chance and lifeline now is that the money is stuck over the weekend and that tomorrow Monday I will receive this money in my bank account! It is also not possible to see which account they use to pay me to, nor did I have the opportunity to choose! What you assume is that the same applies when you paid in money from , but that is not something I have been confirmed. Nor have I received a requirement to send in "paper" for identification, but I use BankID to log in and trustly for payment to the casino account! Help, am I being scammed?

Jag har försökt få kontakt med support via email och chat ( förresten så står det en felaktig mail adress på sidan) sedan morgonen 30/9 utan att jag fått minsta lilla gensvar på att mina försök ens har mottagits ! 

Jag har alltså inte fått mina pengar trots att det står färdigt och det är omöjligt att "omvända" pengarna som det faktiskt går att göra innan dom utbetalats ! Min enda chans och livlina nu är att pengarna fastnat under helgen och att imorgon måndag kommer jag få dessa pengar på mitt bankkonto! Det är inte heller möjligt att se vilket konto som dom använder för att betala mej till ej heller haft möjlighet att välja ! Det man antar är att det gäller samma då som man betalade in pengar från , men det är inget jag fått bekräftat.. Inte heller har jag fått ett krav om att skicka in "papper " för identifikation men jag använder ju BankID för att logga in och trustly för inbetalning till casinokontot! Hjälp är jag lurad ?

Dear Bellytte,

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

Okay, but it's a lot of days and if it says on the website that it will take a few hours and if everything is as it should be (which it is from "my side" and it says completed on their side.. Is it still 14 days before you can get help to complain or expect your money?

Okej men det är ju väldigt många dagar och om det på hemsidan står att det ska ta några timmar och om allt är som ska vara ( vilket det är från "mitt håll"och det står genomfört på deras sida.. Är det fortfarande 14 dagar innan man kan få hjälp att klaga eller förvänta sig sina pengar?

Dear Bellytte,

Have you received your withdrawal from the casino yet?

Dear Bellytte,

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, we’re forced to close 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.

Bellytte reopened the complaint to inform us she received her winnings, therefore we marked this complaint as resolved.