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.