Royal Fortune Casino - Pelaajan kotiutus viivästyy tilin vahvistusongelmien vuoksi.

I started a complaint back in May about the overly complicated verification process. I have since forgotten my Casino Guru log in details so started again. I tried to upload identity documents again recently just getting an error message. No reply from support email. Back in May asked for excessive and quite odd docs and information. Asked for way more docs than other casinos some of which pretty much impossible to provide (e.g. selfie with account and website in shot). I still have £600 in the account which I can’t access.

Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Royal Fortune Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please update us on what documents you have already sent for verification? Were any of them accepted or explicitly rejected?  
• What documents were the last documents the casino requested? Did you send them?  
• Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru?  

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.  

Best regards,

Natalia

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Hi Ico requested emailed through.

Dear player, thank you for your email. As I can see, the last requirement from the casino was a tax return. You were asked to provide the document on 15 May. Can you please specify if you have provided it? Did the casino give you the list of alternative documents that can be used for verification instead of a tax return?

I didn’t send tax return by this stage I strongly suspected this was a scam site and reluctant to send any further sensitive information. I did however explain I was employed and not self-employed so getting tax return would be tricky. I didn’t receive any suggestions for other evidence. I had already provided, passport evidence, driver’s license, utility bill with proof of address, proof of payment and the random selfie with username and account in the shot. Is this level of verification really justified or legitimate?

Tax returns are usually requested as proof of income or source of wealth. Do you have official salary payslips from your employer that can be used instead of a tax return to prove your income?

I fully understand that this volume of documentation may seem unnecessary to you; however, we recommend cooperating with the casino on this stage. But if players cannot provide certain documents, an alternative should be offered.

Dear 9sq56x9xz831,

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.

Yes I have payslip. But have received no reply on asking for alternative evidence the site may consider. If you are suggesting this is a safe next step I can send a payslip.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Jana (jana.k@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.

Thank you. Still waiting for a reply from casino in relation to which documents they need as an alternative to tax return. I am no longer able to upload anything on the site but prepared to email.

Dear 9sq56x9xz831,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Royal Fortune Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

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 have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Jana