Made a deposit of SEK 1500 after that when I was going to enter a game I couldn't play with real money it just says contact support it's been 2 days now and I don't get an answer from there neither the chat nor the email can't withdraw either because the account is not verified sent in the documents too but no reply there either

Gjorde en ina?ttning p? 1500kr efter de n?r jag skulle g? in p? ett spel kunde jag ej spela med riktiga pengar st?r bara kontakta support har g?tt 2dagar nu o inget svar f?r jag d?rfir?n varken chatten eller epost kan ej heller ta ut f?r kontot ?r ej verifierat skickat in dokumenten ocks? men inge svar d?r heller

Dear munkki777,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you played any of your deposited funds, or they’re still untouched inside your account? Was it your first deposit in this specific casino, please?

If there’s any relevant communication, please forward it to [email protected].

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi, they were my first deposit and the money is still in the account untouched because I can't play with them and no I haven't had any contact with them yet

Hej jo de var min f?rsta ins?ttning o pengar finns kvar p? kontot he?t or?rda f?r kan ej spela med dem och nej har ej f?tt n?n kontakt med dem ?nnu

Thank you for sharing all the required details, munkki777. Your complaint will be forwarded to my colleague Stefan ([email protected]) who will be dedicated to assisting you. We understand how frustrating this situation can be and we will do our best to ensure that your problem is resolved to your satisfaction as soon as possible. We wish you the best of luck.

Tack ????

Dear munkki777,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Royale500 Casino representative to join this conversation and participate in resolving this complaint.

Dear Royale500 Casino,

Could you please state why the player's unable to play?

Thank you in advance for providing the information.

Kind regards,

Stefan

Hello and thank you again, yes when I log in to the site I see my balance of SEK 1500 but when I enter a game a box appears "can't play with real money please contact support and wrote on the chat but didn't get a reply I wrote to e-mail no answer there either then I try withdrawing because they said it was pay n play casino then they came up with a box to have to send to verify sent in both address and id but no answer there either

Hej o tack igen ja n?r jag loggar in p? sidan ser jag mitt saldo p? 1500kr men n?r jag g?r in p? ett spel s? dyker det upp en ruta "kan ej spela med riktiga pengar v?nligen kontakta support och skrev p? chatten men fick ej svar sen skrev jag p? epost inget svar d?r heller d? testa jag ta ut f?r de stod ju att det va pay n play casino s? kom de upp en ruta att m?ste skicka f?r att verifiera skickade in b?de adress och id men inget svar d?r heller s?

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.

Dear munkki777,

Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

The casino can reopen this complaint anytime and you will be notified about it by email.

In the meantime, I recommend that you contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It is a good licensing authority and has better options and tools to help players. Please let me know if you need any further help with submitting a complaint to MGA ([email protected]).

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

Kindest regards,

Stefan