Hi EdenHazard,
I' m sorry about your balance getting removed in CoinRoyale. As Ash and others have mentioned, according to our TOS, the funds in the dormant accounts are subject to removal, especially if the account is more than 5 years old. In addition, the email asking for the funds doesn't match the email of the accounts, which we definitely can't do it. We have emails coming in almost every week 'claiming' he/she owned the 'accounts' and asked us to send funds out to the address he/she provided. It's a textbook tactics by scammers and our team are very aware of it.
That being said, I'm giving you the benefit of the doubt for now as you're longstanding member here and a long time customer with us (I also remember talking to you back in the days). I'll PM you and work with you personally on further verification for your account.
Wow! That's a fantastic move! Loved this gesture and courtesy even after your company has no obligation to refund the money after a long 5 years as per the terms & conditions. That's the power of this beautiful community and straight forward communication.
Please do let us know the outcome of this matter! It's highly unlikely that casino support team would entertain a query for a 5 years old fund and where the registered email address is not being used for communication.