Royal Fortune Casino - Player's withdrawal is delayed due to verification issues.

I submitted all documentation for verification and it was verified almost instantly. For some reason their website fails to accept my utility bill and it won’t upload. I emailed the kyc team on 31.3.2025 with pdf version of bill and they aren’t verifying me or replying to my emails. Live chat have been saying I should have been verified within 24 hours max but no responses. Concerning when my other documents were verified straight away. Due to these delays I have £650 I can’t withdraw.

Dear Belladog,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you are facing with the verification process at the casino, especially since your other documents were approved so quickly. I understand how frustrating this must be, especially with £650 currently unavailable for withdrawal.

To better understand your case and assist you effectively, could you please provide some additional details?

1. Did the casino specify any reason why your utility bill was not accepted?
2. Have they asked you to submit the document in a different format (e.g., JPEG, PNG, or a lower file size)?
3. Has the live chat team provided any updates about why the verification is delayed despite their 24-hour timeframe?
4. Have you received any automated responses or ticket confirmations from the KYC team?
5. Could you forward the communication you’ve had with the casino regarding this issue to petronela.k@casino.guru?

Your cooperation in providing these details will help us investigate and work towards a resolution.

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,

Petronela

Hi Petronela,

Thanks for looking into my complaint. I’ve emailed you back.

I’ve sent them everything. Now they’re asking for a tax return. I don’t do tax returns as I’m paye. They are just delaying everything rather than paying out.

Ive sent bill. Passport. Bank statement. Selfie with passport while logged into my account at a computer.

To anyone reading this ROYAL FORTUNE IS A MASSIVE SCAM AND WONT PAY OUT!!!!!!!

Thank you very much, Belladog, for providing all the necessary information. I will now transfer your complaint to my colleague, Branislav (branislav.b@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Submitted everything now they want an apostilled document. They do literally not pay out. I’ve played hundreds of different sites and never needed all this.

Scam scam scammers that will waste your time, take days to reply to a single email and ask for ridiculous verification and even when you submit everything they ignore you.

ROYAL FORTUNE IS A SCAM THAT DOES NOT PAY OUT

Can you please ask this site what more they want from me and ask for everything at once. I send a document which they take a minimum of 3 days to review, then ask for another and another each time 3 or 4 days wait in between abd at minimum 2 days for a response by email.

I’ve been trying to get verified for nearly a month now. How can you rate this casino above average?

I’ve read numerous complaints all the same as mine.

I don’t want to spend my money getting a document apostilled to then wait another week asking for more. This is something I have to pay for now so if they want more than one thing apostilled I want to get them all done same time so I’m not paying numerous times.

I have now submitted the following for id -

passport

phone bill

selfie with passport logged in to my account

bank statement

I’ve told them numerous times I don’t pay utility bills and only have the above, but they are demanding a apostilled utility bill. How is what I’ve submitted not enough? They are making it impossible and won’t pay out!

Hello, Belladog,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now, I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Royal Fortune Casino Team,

Could you please explain the player's situation in more detail? Why does a casino without a valid license (provided that our data is correct) need so many documents to verify a player's identity?

Can you state the list of all the documents he should provide to complete the KYC and the reason why the casino requires such documents?

If the problem is that the user does not pay utility bills, there are other ways to verify his address - why is a bank statement not enough for this purpose?

Thank you. Looking forward to hearing from you.

Thank you branislav, I’ve also submitted a payslip too!

Hi,

Who says we dont have valid license??? we have provided both license to you team.

we need ID, utility bill, photos of card and in some cased apostilled proof of address

hi Branislav,

I’ve emailed you some more information,

Thanks

Greetings all,

Thank you for your emails, Belladog.

Dear Royal Fortune Casino Team,

I found such information in our system, and I was able to find only the information about the Costa Rica license on the casino's website, which is unverifiable.

Can you please provide me with the information on who from casino.guru you were in contact with regarding the casino's valid license(s)?

In what cases does the casino need apostilled proof of address?

Do I understand correctly that the casino first gave him the option to prove it with the phone bill, and then, after he provided it, the casino asked him for the apostilled utility bill?

If he does not pay utility bills, as he mentioned several times, can you provide us with an alternative way to verify his address? Why is his bank statement not enough to confirm his address?

Thank you. Looking forward to hearing from you.

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.

What a disgusting scam site

Greetings all,

I am extending the timer until the end of this week, Friday evening, contacting the casino outside the thread, waiting for their response and further details.

Please note that if no one from the casino replies to the thread or outside the thread until the current timer expires, the complaint will be closed as unresolved.

Thank you for your patience and understanding.

Hello,

I have tried to contact the casino repeatedly, also outside the thread, but had no success. I am afraid there is not much that can be achieved without cooperation from their side.

Since the casino operates without a valid license and does not refer to any ADR service (at least according to the available information), there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. In addition, I saw some cases in which they contacted us some time after the cases were first closed as "unresolved", and they also replied here, so it is very likely the casino will contact us in the near future.

If the casino decides to react, we will reopen the complaint, and you will be notified by email.

I am sorry we could not be of more help on this occasion.

Best regards,

Branislav, Casino.Guru