Royal Fortune Casino - Pelaajan kotiuttaminen viivästyy merkittävästi.

I submitted my withdrawal on 29th March and have had endless requests for documentation, at additional cost, with slow replies and endless delays from the operators side. I have had requested two seperate documents with apostille, which i have provided to them. The second, and most recent has been rejected due to the apostille stamp not being on the first page and the second page being highlighted in white. Besides the fact I have never been asked to provide a document with apostille before, and then doing so, it seems to me that the casino has absolutely no intention in allowing me access to my monies and will continue to delay, defer and find insignificant reasons to reject my documentation.

My account is and has been fully verified prior to this incident and I have provided both proof of address in utility bill apostille and then a tax return again apostille that has now been rejected on a non issue.

I have seen the other complaints on this site have yielded no successful outcome for the customer and then looking at Trustpilot reviews for this casino, can see lots of similar cases highlighting these highly irregular and questionable practices that seem centred on delaying and not paying customers.

This is a significant amount of money, that is rightfully mine, so before commencing seeking legal representation, i wanted to give this method a chance before further escalation.

I have not used my account since this event began and will not be doing so until this issue has been resolved. The email replies are cut and pasted, and do not answer any questions posed to them and the replies are only after being further cahsed for a response, which again indicates to me a clear intention of not wanting to grant me an outcome where i access my funds.

It is also worth noting, that the previous withdrawal was granted and approved on the 10th March for £1000, why with a fully verified account, only three weeks later would you request all these additional documents, that require additional cost and independent authentication, if not to avoid allowing withdrawals and access to balances?

I am have been patient, provided all documentation but have lost complete trust in getting the outcome i need without further third party and possible legal assistance at this juncture. Particularly in light of the concerning Trustpilot reviews that highlight these exact issues on a wide scale.

Please see attachments to verify all of the above details and information, including the latest apostille document that they had rejected. I have also attached the email train from the start until the most recent correspondence.

I look forward to your intervention in enabling me to access monies rightfully mine and wanting to avoid further legal intervention and escalation.

Dear BigGuru,

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, and when did you submit each document?
• 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

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Thanks for your reply Kristina.

Has the casino requested any other documents recently, and when did you submit each document?

The casino has asked for two documents, to be with an apostille. The first was a utility bill, with an apostille, which I provided on 7th April, and after having to chase for an update and response, they accepted this by then asking for another document. They then asked for a tax return with an apostille, on the 10th April.

I then sent my tax return with an apostille on 14th April. after chasing them again, on the 16th April they replied, to inform me that an electronic apostille wasn't acceptable, despite never telling me that this wasn't accepted in their initial request.

Therefore on the 22nd April I sent another copy of my tax return with an apostille. After chasing a response and update, i received the following email on 25th April -

Dear  David ,

We would like to inform you that your document has been reviewed by the relevant department, and it has been determined that it does not meet the required conditions. Specifically, the document you submitted does not have the Apostille stamp on the first page, and the second page of the document is highlighted in white, which is not acceptable for validation.

In order to proceed with the processing of your document, we kindly ask you to provide it with the required Apostille stamp and without the aforementioned issues.

Thank you for your understanding.

Could you please clarify if you are currently waiting for any documents to be reviewed?

No. This is the latest update. They have reviewed the second submitted tax return with apostille with the above email as their response. I have since provided this query to the company that provided me with the apostille and received a response from them, which I can happily share with you and corroborates that the apostille and the tax return copy they provided is fully valid and how they done. Furthermore, that there is no second page, just a reverse side of the tax return.

Please note that in my original complaint submission, I included the full email correspondence as an attachment, which you can reference in relation to the above details.

I look forward to hearing further from you and your support, on what has become a highly protracted and stressful experience.

Please see latest update and my email to casino, following receiving clarity from the company who provided my apostille document, who confirmed legitimacy of how the documents are provided and validated, supporting my submission of this document and challenging the latest rejection of this document by the casino.

Here is full email I have sent to casino this morning, 29th April, which includes the email replay I received from apostille service

Dear Gabriel,

I have sought and raised the issue you raised with the Apostille service who provided me with the apostille. They have confirmed that my apostille document is fully correct and how legalised documents like this are authenticated and done.

Please see the email reply I received from them both than fully corroborates this -

Dear ,

Thank you for your message and for sharing the feedback you’ve received regarding the rejection of your apostilled P60.

I wanted to explain how the document was processed, as I believe this may help clear up the issue. The P60 was printed out and physically certified by a solicitor on the reverse side of the document. The Apostille certificate was then attached directly to the back of that printed P60 — this is the correct and only method by which this type of document can be legalised with a paper apostille by the UK authorities.

The Apostille is on the first page — but on the back of the printed document. There is no separate second page with any content; the reverse is simply blank, as this is the back of the single printed page.

It sounds as though the requesting authority may have only been provided with a scan of the front of the document, without seeing the apostille attached on the back. If that’s the case, this would explain the misunderstanding.

I'd suggest forwarding my response above to the requesting authority to clear up any confusion. If needed, you can also invite them to contact myself directly (details censored) and I'd be happy to clarify this with them.

I suspect they may want to see the physical legalised document rather than a scan if you have not already submitted this to them. 

--Kind regards

The Apostille Service

www.apostille.org.uk

T: 0800 772 34 39 (Free to call from the UK)

T: +44 (0) 24 76 103 104 (Alternative number)

The Apostille Service, Union House, 111 New Union Street, Coventry, CV1 2NT

I presume this confirmation and guarantee is now sufficient evidence for the respective team to satisfied in being assured of its legitimacy and that there is no second page as was initially thought. And therefore, in light of all previous documentation being verified, that my funds can now be released. 

If you do need any further clarify, please can I suggest you speak to the above person, as referenced in the above email, who will again confirm all of this and answer any queries. 

Please also note, as previously stated by myself, due to this latest episode is delay tactics by yourselves, I have opened a formal complaint with an independent third party who will be in touch to investigate and support my case.

Regards,

Thank you very much, BigGuru, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello BigGuru,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

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

Dear Royal Fortune Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

we are waiting apostiled POA

Hello BigGuru,

Did you manage to provide the casino with the apostiled proof of address?

I'll be awaiting your reply.

Hi, that isn’t correct. I provided a utility bill with an apostille on 7th April. Which they confirmed receipt of and accepted and did not reject.

They have then since asked for another annual tax return with apostille. Which I have provided, which they have rejected, see previous above messages and email chain.

I have then sent evidence from the provider of the apostille who confirmed that the stamp was normal regulatory procedure and legally valid. They also clarified and quashed the second page query of the document provided, confirming it was not a second page but the reverse side of the one page tax return complete with apostille .

I shared all of this with the casino. The latest correspondence following my submission of evidence of valid apostille process and document, was receiving the following email on 30th April from them, with no further update since this email -

Dear D,

We would like to inform you that we have received this update from the relevant department. However, we will forward your query again to the relevant department and will update you with a new message.

Thank you for your cooperation and understanding.

best regards

I’m highly confused why they are stating they are waiting a apostille proof of address when this was provided and accepted well over three weeks ago, and I have since sent another apostille document which is the the focus of my complaint and in need of resolution! They seem highly confused and this illustrates my concerns and challenges to date.

I have also sent all of the above in either the original complaint or as attachments, clearly with dates and chronology and am happy to do so again.

To summarise, as per their latest email, I am waiting on them to review my forwarded proof of evidence and verification from the provider of the apostille, in order for them to accept this and process my withdrawals and allow subsequent others to be processed too.

I look forward to this being resolved swiftly.

Thanks

Hello BigGuru,

Thank you for your response and the information you have provided.

Dear Royal Fortune Casino,

Could you comment on the player's response? It appears that the apostiled proof of address was provided almost a month ago.

I'll be awaiting your reply.

Hi,

It has now been 5 days and no reply from the casino, to just confirm the small fact that I provided the POA and apostille document, as per my emails. This slow, delayed and unprofessional conduct is exactly why I have strong concerns of their lack of intention to ever allow access to my funds.

I can provide the email exchanges that will give confirmation in absence of their reply.

Also, the POA apostille, is not even the primary issue, it is the rejected second apostille tax return document that is the priority issue. I sent them the proof and evidence of validity from the provider of the apostille, this was on 30th April, and again, here we are, one week later and no reply to my escalation to them to the relevant department that they review and accept the submission of valid apostille.

In this time, yet more Trustpilot reviews have been left documenting exactly this experience, delays, ignoring emails, and asking for apostille documents and when provided, just delaying, deferring and gaslighting customers.

I am going to follow up via email today regarding the review of the confirmation of the apostille by the provider, to the casino.

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.

I am still in email back and forth with the casino, please keep open.

Further to my several emails, the case is only unresolved due to the silence and unwillingness to engage and resolve the matter by the casino. Furthermore impacted by highly questionable practices to say the least. I'd suggest the casino guru team re-review their review of this casino given the number of unresolved cases and the plethora of negative reviews on Trustpilot.

Hello BigGuru,

Unfortunately, the casino failed to provide us with the information regarding the complaint. Therefore, we cannot continue resolving this complaint, and we are forced to close the case as ‘unresolved’, which will influence the casino’s rating in a negative way.

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

The casino can reopen this complaint anytime.

Best regards,

Stefan, Casino.Guru