Royal Fortune Casino - Player’s account has been closed after winning.

i had another account here that was left dormant didn’t use any bonuses or anything and couldn’t reset my password.

created a new account (this one) which they allowed deposits and then they blocked my account for having more than one account which is fair.

I emailed their compliance and explained the situation and that I wanted to use this account instead so they reopened the account.

I deposited €100 with a €100 bonus and played for 2/3 days. Luckily managed to beat the wager and they asked for my documents for verification. After a week they were still ‘under investigation’ and then I was told the funds would be paid in the next couple of days.

all of a sudden they closed my account without a reason and when I pushed for the reason they claimed it was because I had more than 1 account.

they were happy for me to have the second account if I lost but because I won they closed my account and now won’t respond.

Dear yspccbxjxv,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Royal Fortune Casino.

Please note opening multiple accounts in online casinos is almost universally prohibited.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please explain why your original account was inaccessible to you?
• Do I understand correctly that the casino closed your second account after previously reopening it following your email to the compliance department?
• Could you please share your communication with the casino with timestamps visible? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Hi Tomas

They allowed me to open the second account and then closed it after the 2 deposits

after speaking on live chat and sending emails to their compliance they reopened the account. Compliance never once replied to an email it was always live chat who advised me to email them and go back online. I don’t have copies of the chat transcripts as I didn’t think I would need them at the time.

I couldn’t get on to the email that I registered with and was unable to change it on the account.

the second account that they let me reopen I verified it as soon as possible whereas the first account never was verified at all.

Hi Tomas I emailed you the thread

I apologize for not replying sooner.

I haven't received any email communication from you yet. I've sent an email to your registered email address. Please, send what you initially intended as a reply to my email tomas@casino.guru

I sent all my findings to that email a week ago but Iv just sent again

Do you have any communication in which you discuss the issue regarding multiple accounts?

The only accusation I could find in the transcript I found:

Thanks in advance for your reply.

That was claimed by them on live chat. They are claiming bypassing bonus rules but I only play on 2-3 euro stakes and it took me 2/3 days to beat the wagering. They were happy to let me deposit over £600 but when I won that when they want to steal from me

I apologize for not replying sooner.

You wrote:

I emailed their compliance and explained the situation and that I wanted to use this account instead so they reopened the account.

Could you please send me the correspondence regarding the reopening of the account? Send it to my email at tomas@casino.guru

Thanks for your reply.

Please understand that if the casino explicitly didn't allow you to create another account, we won't be able to help. registering multiple accounts in the casino is almost universally prohibited. Casinos won't honor winnings if these rules are breached. The information about how the casino informed you about the multiple accounts is crucial for us to proceed.

Please note if you opened a new casino account, fully knowing you already have an account in the casino without the casino allowing you to do so, we won't be able to help.

I'll await your reply.

I did do that but because I didn’t have access to a separate account.

they closed this one but then reopened and allowed me to deposit 3 times after originally closing it. The casino is unresponsive on emails but reopened after me emailing and goin on live chat

Also. The casino knew full well about my situation but were expecting me to lose. The second I won and made a withdrawal request they closed my account. I either want my winnings of $1000 or my total deposits back

I am sorry but if you didn't have access and the casino allowed a deposit, this doesn't automatically mean you didn't break the casino rules. Only after the casino directly informs you you can open an account. You wrote you discussed opening a new account with the compliance team of the casino, however, from the screenshots you provided, I couldn't come to a conclusion the casino allowed you to open a new account.

Please provide this proof, otherwise, we will consider your decision to open a new account as a deliberate breach of the casino's rules which will prevent us from arguing in your favor in this case.

Tomas. In the emails I sent you clearly see the email where I said they allowed me to make deposits and then closed the account. After they reopened my account I was then allowed to deposit 3 more times. To be honest for you to not even ask them to get involved in this conversation is pretty poor from Casino Guru. They won’t even give me my deposits back. They can’t have it both ways. Confiscate winnings and deposits. I only have the attached. That is the last I have. Everything else was on live chat.

I apologize for the inconvenience. After we gather all the necessary information we'll ask the casino for their point of view.

Could you please specify when the verification of your new account was complete and when you deposited the aforementioned 100€ to the casino?

hi. The payments were from week 15th May onwards. I can’t get the exact dates as the casino won’t send to me despite me requesting on live chat and email. Verification was completed on around the 20th May when I was close to completing the wager. Documents were fully verified but I didn’t request a withdrawal til a couple of days after. I can provide bank statements to prove deposits. The casino knows their merchants (which are all nothing to do with casinos)

Thank you very much, yspccbxjxv, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you yspccbxjxv for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Royal Fortune Casino for their help in resolving this complaint. We would like to know what was the player's account blocked and what can we do to help resolve this issue.

Thank 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.

Unregistered. Unlicensed. Please everyone stay away

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,

Peter

We’ve reopened this complaint at the request of Royal Fortune Casino. We received evidence of multiple accounts from the casino. You registered on May 13th, 2024, and after depositing and losing the funds you have requested an account closer. On May 25th you registered a second account and took a bonus which violates the casino's Terms and Conditions. Opening multiple accounts will result in your blocking in all casinos in the industry and I highly recommend against such behaviour. With that in mind, the steps the casino has taken are justified and we will subsequently reject your complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter