Royal Fortune Casino - Player faces delayed account verification.

Hi, I’ve been trying to get my account verified for over three weeks now. I’ve been in contact with both Live Chat to follow up the case on daily basis, and also support@royalfortune.co and kyc@royalfortune.co . I’ve sent all the required documents and information as they’ve been asking me for. As soon as I upload a new document or send them a document per email.. it takes 3-4 days to get a respond from them.. and when they actually respond to me it’s always exactly the same: " Thank you very much for sending the document. We will forward it to the relevant department ".

I’ve been reading a lot of reviews from other players on Trustpilot for example and they’re all dealing with the same issues. Seems to happen when you’ve been winning $.. makes it impossible to withdraw money. Is there any legal actions I can take towards this scamming site?

Dear Perraboj, 

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. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

When was the last time you communicated with the casino regarding your verification?

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, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi Veronika thanks for your reply!

I’ve submitted proof of address with the most recent payslip, and also the most recent phone bill. I also sent a picture of my passport and everything is in date etc.. this was maybe roughly 25th of November. And after they responded maybe 4 days after and asked me for more documents, this time they wanted me to take a selfie holding my passport next to my face, next to the computer screen while showing the account name and that on the website. And this was 5 days ago now and I’ve sent messages to try follow up to support, KYC and live chat like I mentioned before 😕.

I got an email back from KYC two days ago, and as I thought, they’re asking for another document, this time they want a proof of my tax return, I’ve sent it straight away two days ago when I got the email. It’s getting more and more documents 😵

Hello! I still haven’t heard anything back from KYC regarding the latest request of the tax return or proof of funds. Is this a normal document from a casino to ask for? What else could I possibly do now? I mean surely they will have to verify my account now so I can finally make a withdraw. Appreciate your help thank you

Okey another update as I’ve got a respond from Gabriel Monsero from KYC, they don’t accept my tax return document because it was a screen shot, and asked me to send a original PDF file of it. And I did this two days ago and now I’m waiting again for a respond. I’ve also seen other players done this, and then they have been asking to send a stamped document instead?! If that’s the case I gonna have to pay for it, and probably most likely take much much longer time… I’ve never in my life experienced this before on other Online casinos. It’s getting ridiculous now! Currently I’ve 28000$ as we speak and I’ve numerous of times tried to follow this up with support and Live chat as well. But they can’t help me at all with this verification process.

Thank you very much, Perraboj, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Okey thank you for your help! I’ve sent your colleague an email 🙂.

Hello Perraboj,

I am so sorry to hear your account has not yet been verified. 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 state why the player's account has not yet been verified?

Thank you in advance for providing the information.

The user has registered with incorrect name rather the one in his passport. So based on our rules the account closed and he can take back the deposit. Except that he did not sent apostilled proof of address.

Hello Perraboj,

Could you forward me the proof of address and passport? You can send it to my email address stefan.m@casino.guru.

Could you also send me the screenshot from your profile where we can see your name in the system?

Dear Royal Fortune Casino,

Could you provide us with evidence of the entered data into the registration form by the player?

I'll be awaiting your reply.

stefan.m@casino.guru sent

stefan.m@casino.guru I’ve also sent you an email with the documents I also sent to KYC@royalfortune. Co and as you can see on the screenshot they only asked me for first name and last name on the account section. Not asking to type in your middle names. And as I mentioned before, some authorities/ Companies might just use Per Martin Persson or shortened it sometimes to just ( J )

Hello Perraboj,

Thank you. I have received your email.

Dear Royal Fortune Casino,

I have responded to your email.

I'll be awaiting your reply.

we have replied back

Okey thanks for the quick respond 👍🏽 Appreciated

Could you both please give me an update when possible? I just want to solve this asap, and be able to withdraw my well deserved winnings I had. It’s very stressful

Hello Perraboj,

I will let you know about the outcome as soon as possible.

Dear Royal Fortune Casino,

I have responded to your email.

I'll be awaiting your reply.

we have replied back

Okey thanks yes please let me know! Because like I’ve said and as you seen yourself I’ve provided all sort of documentation

Hello Perraboj,

Could you provide the casino with the apostilled proof of address?

I'll be awaiting your reply.

Yes like i mentioned here before, i have to pay for it but i can apply for a National police clearance / Police check, and it should be stamped by police department and show my name and address if that’s good enough? It’s basically what they’re asking for I suppose?

If Royal Fortune could reply here please?🙂

We need apostilled proof of address. Also as our terms indicate we can ask additional ones.

apostilled proof of address is what I’m asking you for with the National police check? It’s stamped proof with name and address? English is not my first language and never heard of this word before so you will have to excuse me because even google doesn’t explain it very clear

because I’ll have to pay for getting this stamp and proof so will make sure it’s fine! And why would you keep asking for more than this?

" the overseas party requesting the police check requires the hard-copy National Police Certificate to be stamped with an Apostille certificate, simply book online and we will send a complimentary express post label by email for delivery of the original hard-copy document to Swift Apostille."

if you guys gonna continue holding my account locked and keeping my winnings, at least pay me back all my deposits I made!

@Stefan what do you think about this all? Wouldn’t this document I mention be enough to finally get my account verified and make withdrawals?

Apostiled can be from notary or lawyer