Royal Fortune Casino - Player’s winnings are delayed due to excessive verification.

I have £600 in winnings. I have been asked for huge amount of documentation for verification, way more than any other casino. I feel I have fallen into the same trap as many of the other reviewers on your site. Sent passport pic, drivers license, bank card photo, photo with ID and computer in background???? I have now been asked like your other reviewers for a tax return. I have not sent this as from what I have read on your site, Trust pilot etc the demand for documentation will continue. If the pattern stated by others is correct it will then be a stamped tax return. I strongly feel I have more than provided enough to meet KYC criteria. Is this really a legitimate casino?

Dear Red5andband,

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 take KYC lightly and it might take a few working days to complete this thorough process, but this really seems to be a bit excessive.

• Has the casino requested any other documents recently, apart from those you listed in your first message?
• Could you please clarify if you are currently waiting for any documents to be reviewed?

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

the Tax return was the last document. I don’t have one to hand and have never been asked for one anywhere else. I am employed and so do not complete a tax return. I have offered other documents with evidence of my tax status and payments but haven’t received a reply. From a personal data point of view I am doubting the legitimacy of the demands.

Thank you very much for your reply, Red5andband. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Red5andband,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kristina
Casino.Guru