Royal Fortune Casino - Player's refund request is delayed.

Hi,

On the 3rd July 2024, The Royal Fortune Casino agreed to refund all of my deposits.

I was instructed to contact the Compliance Team to have the refund processed.

The Compliance Team requested KYC documentation to proceed with the refund.

I expressed my concerns about providing this documentation, as it appears they do not hold the Curacao license they claim to have.

Additionally, I raised other concerns, which led to changes in their T&Cs. They also temporarily blocked their website, resulting in a ‘403 Forbidden’ error.

Since raising my concerns, their responses have been very uninformative. They rarely reply, and when they do, they only say they are looking into my case.

Please can you help with this.

Thank you.

Maf97

Dear Maf97,

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

If the casino requested you complete account verification, which is not anything unusual even when requesting a refund, we might not argue against it despite the reasons you specify.

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

• Have you provided the documents the casino requested?
• Could you please share the proof of the refund being promised on July 3rd?
• Share a screenshot here or send the information to my email is tomas@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,

Tomas