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

Hi Tomas,

I have sent you an email.

Kind regards,

Maf97

Thank you very much, Maf97, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.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.  

Hi Tomas,

Thank you for the update; I really appreciate it.

I look forward to hearing from Michal.

Kind Regards,

Maf97

Hello Maf97,

It's Michal again. I have taken over this complaint as well. I completely understand your hesitation regarding the submission of your documents to a casino that is not currently licensed. However, it is important to note that even such establishments have their own terms and conditions, which you accepted when you created your account. It is of course up to you if you want to provide the required documents to them or not, however, be aware that if you do not complete the verification process, obtaining a refund may be unlikely. The decision to refund the deposits even without the successful completion of the verification process ultimately rests with the casino team. If they require the verification process to be finalized before considering a refund of your deposits, it is within their rights to enforce their policies. I will contact the casino to see if I can help.

Dear Royal Fortune Casino,

Can you please confirm that the player's refund will be processed once the player provides the requested documents? Additionally, would it be possible to refund the player's deposits back to the same payment method without any additional requirements?

Hi Michal,

I hope you’re well.

I have sent you an email.

Kind Regards,

Maf97

Hi,

We asked KYC documents to evaluate the request and she has not provided any documents. If she want to evaluate the request she must provide all the requested documents

Hi Michal,

I have sent you an email 🙂.

Kind Regards,

Maf97

Nothing received with requested KYC documents

Hi Royal Fortune Casino,

I would like to confirm whether the full refund will be provided upon the approval of my KYC documents? If the refund is not guaranteed, it would be pointless for me to upload them.

On July 9th, the support team advised me via live chat that I would definitely receive a full refund if I submitted my KYC documents to the compliance team. However, when I followed this up on October 8th through live chat, the agent said that there are no notes regarding the refund request, even though I was specifically told by G Monsero that the refund request is currently under review. I have sent multiple chaser emails asking for an update as to what is being reviewed, but I have not yet had a response.

Additionally, I can no longer access your KYC/AML policy or refund policy. Could you please explain why that is?

I can upload the necessary screenshots as evidence for this case if needed, or I can email them directly to your support team. Please let me know which option is best.

Kind regards,

Maf97

Nothing received with requested KYC documents

Hi Royal Fortune Casino,

Please can you kindly answer the above questions before I proceed with uploading my KYC documentation. I want to know if the refund will definitely be processed once I have uploaded the requested.

The Casino Guru, Michal, also asked some questions a few days ago that you dismissed.

Thank you.

Kind regards,

Maf97

Dear Maf97,

I have replied to your email.

As I mentioned I acknowledge your concerns about submitting your documents to a casino that currently lacks an official license. Nevertheless, it is essential to recognize that the casino also has its own terms and conditions, which you agreed to upon creating your account. Please pay attention to this rule

And this is the casinos Refund policy

Have you met the criteria necessary for obtaining a refund? Additionally, it is my understanding that the United Kingdom is not categorized as a restricted country. Therefore, if you registered at this casino without any issues, engaged in regular gameplay, and unfortunately lost your funds, I would appreciate your insights on why you feel the casino should reimburse your losses.

Hi Michal,

The reasons for my refund request are detailed below. 

This casino has amended its terms and conditions multiple times since I joined without providing any notification. The last updated date on their terms and conditions has not been revised since July 2023 to reflect these changes. From my understanding, businesses are obligated to inform customers of any changes to their terms and conditions, as this is considered best practice.

Even though they are an overseas casino, they should possess a UK license since they are serving UK players. Additionally, if the casino currently lacks a license due to them renewing it, it should halt operations until a valid license is secured. It is essential to ensure that a valid license is consistently upheld to comply with regulatory standards and foster consumer trust.

I have been registered with GamStop since 2018, and sites like these exploit vulnerable individuals like myself. All casinos who offer their services to UK players should be registered with GamStop as part of their due diligence.

Furthermore, as a customer, the inability to access the casino’s policies is rather concerning because it prevents me from understanding my rights and the casino’s obligations, thus undermining transparency and trust.

I am willing to cooperate with the casino and upload my KYC documentation; however, I need confirmation that the refund promised by the live chat operator on July 9th will definitely be honoured before I proceed with the upload.

Kind regards,

Maf97

Hi Michal,

Carrying on from my previous message, I have also sent you two emails tonight, which include attachments.

Kind regards,

Maf97

Dear Maf97,

I’ve responded to your email, and now to address your latest post. You correctly pointed out that Royal Fortune is an overseas casino, not based in the UK. As an international casino, they are not required to hold a UK license and, therefore, do not need to be listed in the GamStop database—this is entirely at their discretion. As a UK resident, it is your responsibility to play only at UK-licensed casinos to ensure GamStop restrictions apply correctly.

You voluntarily registered with Royal Fortune without raising concerns about their licensing at the time, which raises questions about the true nature of your complaint. It has come to our attention that certain players who are "excluded" by Gamstop may actively seek out casinos that are not bound by Gamstop regulations, subsequently requesting compensation for their losses, which we don't consider an act of good faith. While I am not suggesting that this applies to your situation, we have encountered similar cases in the past. While we believe restrictions related to player registrations from certain countries, game availability, and other limitations should ideally be enforced at the software level, we recognize that this is not yet a standard practice across the industry due to the diversity of casino platforms.

It remains the player's responsibility to review and familiarize themselves with the casino's terms and conditions. You do understand that participating in casino gaming inherently carries the risk of losing, right?

To my understanding, the United Kingdom is not a restricted country for this casino. Therefore, as you voluntarily registered without issues, engaged in normal gameplay, and unfortunately experienced losses, I remain uncertain why you believe the casino should refund you the losses.

Additionally, any possible refund will only be evaluated after you have successfully completed the KYC and AML procedures. It is important to note that the casino cannot assure a refund without the successful fulfillment of these requirements.

I strongly encourage you to collaborate with the casino team by submitting the necessary documents for the KYC and AML process, as this appears to be the only viable course of action a the moment.

Hi Michal,

In response to your recent email and message, I would like to address a few important points.

Yes, I signed up agreeing to their terms and conditions. However, if they are making subtle amendments in the background without notifying players, then that is wrong, as you agreed. Any changes could have happened since my registration without my awareness. Players cannot be expected to constantly monitor the casino’s terms and conditions to identify any changes, nor can they be aware of any modifications if the casino does not provide a true date showing when their terms and conditions were last updated.

Also, to reiterate I can view their terms and conditions but I cannot view their KYC/AML policy and refund policy.

The casino has included the following statement under company details :

"In order to register for this Website, the user is required to accept the Terms and Conditions. In the event the Terms and Conditions are updated, existing users may choose to discontinue using the products and services before the said update shall become effective, which is a minimum of two weeks after it has been announced".

This statement is either inaccurate or poorly phrased due to the use of the word "announced." The term "announced" suggests that changes have been officially communicated, which is not the case if players do not receive any notification of such changes. I have already provided historical evidence indicating that changes were made in the past without the casino informing players.

I am trying to work with the casino, but their assistance has been half-hearted. When I reach out with questions, I expect thorough responses rather than dismissive and vague replies. Their poor handling of this situation has caused me to lose trust.

It is incredibly frustrating because I know what will happen once I upload my KYC documentation. They are likely to deny the refund, as they have already proven to be difficult, and I am not the first player to experience this inadequate level of service.

You stated in one of your emails that this casino is currently unlicensed, which is indeed illegal. Without a license, there is no player protection, making it reasonable for anyone to be reluctant about providing any personal documentation. They should not claim to have a Curacao license on their website if this is not true, as players may erroneously assume they are protected upon seeing that the casino is licensed. As I mentioned previously, regardless of whether they were licensed in the past, the casino should maintain a valid license at all times, even as an offshore casino. Since they are in the process of applying for a new license, they should temporarily suspend operations until they secure one and remove any information from their website indicating that they are licensed by Curacao, as they are not and it is misleading. Ideally, I would prefer to have my complaint resolved via this channel rather than going directly to CEG.

I also have some questions: why are they applying for a new license? Is it because they failed to comply with the regulations of their previous one? Will my KYC documentation be handled securely without a valid license?

To summarise, my reasons for requesting a refund are as follows:

• Change in terms and conditions: The casino made changes to their terms and conditions without providing any notification.

• Failure to comply with regulations: The casino is operating without proper licensing, which is a violation of regulations.

• Inadequate response to my request: The casino has not adequately addressed my refund request. My emails were ignored for several months.

• Restricted access to policies: My access to view certain policies has been limited with no explanation.

• Misleading assurances: The live chat operator assured me that I would receive a full refund upon submitting my KYC documentation, but I am now being told that this is not guaranteed. I believe that when a company makes a promise regarding a refund, it is obligated to honour that commitment. I am frustrated that I am now receiving different information, especially since this has been my expectation for several months.

• Ineffective identification process: In line with best practices, the casino should have required a thorough identification and verification process first, which includes providing KYC documentation, before allowing any gambling activities.

Kind regards,

Maf97 

Dear Maf97,

I appreciate your determination to find any possible ways to support your claims. However, I must correct you on most of the points raised.

Failure to comply with regulations: The casino is operating without proper licensing, which is a violation of regulations.

Sadly, you are not fully correct here. There are of course regulations in certain countries like the UK, Spain, Sweden, Canada - Ontario, and others that players from these jurisdictions can play in casinos that need to have a local license, but in general, for offshore casinos like Royal Fortune, they don't particularly need to have a license for operating. In fact, there are hundreds of casinos that don't have a valid license. It's true that a lot of them don't have a particularly good safety rating at us, however, a lot of them are operating "normally" even without a valid license.

Furthermore, as a UK resident, it is your responsibility to play only at UK-licensed casinos to ensure GamStop restrictions apply correctly. Which seems to be a factor here as well.

It does raise suspicion that you might have intentionally signed up in a casino that is not under GamStop

Inadequate response to my request: The casino has not adequately addressed my refund request. My emails were ignored for several months.

I can understand you here, the casino team could have handled the situation better, however, you must understand that the casino team is not obliged to respond to repeated questions or to questions that have already been answered. They are serving a lot of customers on a daily basis so If your questions have been ( according to them) answered or you were informed they cannot provide further clarification, understandably, they focus on serving other customers instead of repeating the same answers to you. Additionally, you have been informed multiple times that you have to submit your documents for the KYC and AML process that you ignored. And it looks like the communication has stopped on this.

Restricted access to policies: My access to view certain policies has been limited with no explanation.

This issue is most likely only on your side. As I have informed you already, me as well as my other colleagues are able to access all Royal Fortune policies without any issues from various IPs including the UK IPs and various browsers. Try to google a free VPN program to access the KYC/AML Policy. You can try to use the Inbuild VPN in the Opera browser, but to "play it safe" please don't access your casino account via a VPN. Just open this link https://royalfortune.co/en/static/terms?category=kycpolicy

Misleading assurances.

Well, this is mainly your assumption. As I already mentioned in my email to you. Although the livechat agent indeed mentioned you will receive a refund once you provide the requested documents, I’m not sure if this answer was not somehow connected to any other previous questions as well. Anyway, you need to please understand that the casino team ( who is actually in charge of this) cannot consider any refund without your completion of the KYC and AML which you have still not done.

Ineffective identification process.

Again, you are not fully correct here. Although in certain jurisdictions the casinos are required to do the (at least the basic) KYC when the players are opening their accounts. The players must submit their documents before they can actually play. This procedure is quite common in UK or Spanish casinos, however, this is NOT a requirement for offshore casinos. The KYC and AML are typically started once there is a withdrawal requested that surpasses a certain threshold or at the casino's discretion.

Change in terms and conditions: The casino made changes to their terms and conditions without providing any notification

I can agree with you here that ideally the players should be notified about any important updates or changes in the terms and conditions. I have inquired about this and there have not been any significant changes in the T&Cs done. The addition of supported currency (in this case GBP) is not considered by us as a significant change. This was understandable anyway since the casino accepts players from the UK. The availability of specific games is not always assured. Games or game providers may be added or removed at any time. Additionally, there may be unique agreements between game providers and casinos, allowing for certain games that are typically unavailable in specific jurisdictions to still be accessible at particular casinos. Nevertheless, all this has absolutely no effect on your situation as no rules have been retrospectively applied to your gameplay or account.

With all this being said, you seem to somehow intentionally overlook the fact that you voluntarily found the casino, and you voluntarily registered with Royal Fortune without raising concerns about their licensing or their terms and conditions at the time, which raises questions about the true nature of your complaint.

It is important to emphasize that the primary concern continues to be your failure to provide the necessary documents for the KYC and AML processes as requested by the casino. Please recognize that this requirement is non-negotiable. You have the option to either comply with the casino's requests or choose not to. Ultimately, the choice is yours.

There is nothing that can be done from our side here. Please let me know what your preferred option is.

If you opt to cooperate with the casino, I will continue pursuing your case. If you choose not to cooperate, I will proceed to close this complaint accordingly.

Hi Michal,

If Royal Fortune are unlicensed, why do they claim to have a Curacao gaming license? If you have a look at their homepage, it features a link to a website named Casino Mentor, which shows that they are currently licensed by Curacao.

It does actually show online that they have a UKCG license and that they are partnered with GamStop.

If this information is incorrect, Royal Fortune should have taken the necessary steps to have it removed, as they should always be monitoring what is being posted about them online.

They should not be accepting UK players without a UKGC licence.

I was unaware that they were unlicensed until you told me.

Even if they do not have a UK license, having a license from another jurisdiction offers some level of protection for all players worldwide. But this is not the case here, as they have no license at all.

Online sources confirm that a Curacao gambling license is a legal requirement for anyone offering gambling services in Curacao, and operating without one is illegal.

Unlicensed casinos do not adhere to the same regulatory and security standards as licensed ones, making it risky to share personal information with them. This is why I am hesitant to provide them with any KYC documentation. If I had known they were unlicensed, I would never have signed up.

I have communicated my concerns to Royal Fortune via email and have copied you in for visibility.

Kind regards,

Maf97

Dear Maf97,

I again appreciate your determination to find any possible ways to support your claims. However, I must again correct or clarify a few key points.

Royal Fortune Casino does NOT currently have a valid Curaçao authority-issued license. The owner and operator of the casino is a company established under the Curaçao law. This seems to be true, but that does not mean they have a Curaçao license. If my informations are correct, they used to have one in the past (the license validator was present on their webpage) but due to significant recent changes in Curaçao’s licensing structure, the four existing Master License Operators for the jurisdiction already have, or are in the process of being phased out, and most likely by the end of the year only the Curaçao Gaming Control Board (GCB) will remain as the sole authority issuing gaming licenses. You can read our article about this here Licensing Authority – Curaçao Gaming Control Board | Casino Guru

All casinos that previously had a license issued by the "old" authorities will have their license expired and have to either re-apply for a new GCB license or a license from another authority if they wish. As far as I'm aware the vast majority of casinos affected by this have already done so.

As you know we list Royal Fortune Casino as without an official licence at the moment. As any changes in the industry happen quite quickly and we have over 5000 casinos in our database, it is very challenging to reflect any changes to certain casinos in a timely manner, however, we are doing our best to provide accurate and up to date information about online casinos. We are, of course, not responsible for what information other websites provide. It is indeed up to the Royal Fortune Casino team, as with any other casino, to confront them if the informations presented are not accurate.

Anyway, it is well beyond our competence to take any action against any casino in regard to their licensing status. We are not a licensing authority nor the police.

Casino.guru is an independent source of information about online casinos, online casino games and acts as a mediator in helping resolve players’ disputes that is not controlled by any gambling operator.

Our casino reviews are based on legally accessible information available on each casino's official website at the time of review.

You are free to contact the relevant authorities and enquire about the Royal Fortune Casino operation if you wish, however, this currently does not affect the current situation.

As I previously mentioned, the fact that you voluntarily discovered and you voluntarily registered with Royal Fortune Casino, agreeing to their terms and conditions without initially raising concerns about their licensing or policies, raises questions about the true nature of your complaint. As we are not a regulatory authority, we are not the appropriate platform to address concerns related to licensing issues.

As far as I can see it, the main issue remains your inability or unwillingness to submit the required documents for the KYC and AML procedures as requested by the casino. You have the choice to either fulfill the casino's requests or decline to do so. Ultimately, the decision rests with you. There is nothing that can be done from our side here.

I respectfully request your final response on how you would like to proceed.

Hi Michal,

I feel that my point is not being fully understood.

As I mentioned, Royal Fortune displays a link on their home page to Casino Mentor indicating that they are currently licensed by Curacao . If this is not correct, why has this information not been removed?

If they once held a license but no longer do, it is their obligation to notify players of this significant change and ensure that any inaccurate information is promptly removed from their website and other third-party platforms. This transparency allows players to make informed choices about whether to register or keep their accounts.

Furthermore, I was directed to Royal Fortune through www.222.com, where it states that Royal Fortune holds a UKGC license and supports UK players through a partnership with GamStop. This misleading information enabled me to sign up, which was entirely beyond my control. Like I said, Royal Fortune should be fully aware of any information being shared about them and should ensure that inaccurate claims are removed.

I agreed to their terms and conditions under the impression that I was protected by their licensing. Now that I have discovered they are not licensed, I am apprehensive to upload my documents, as there is no regulatory body to turn to if something goes wrong. There is simply no assurance that my information will be secure.

If they were licensed, I would have had no hesitation in uploading my KYC documents, just as I did with Jokabet.

It seems my concerns have not been fully considered, and I am left feeling that you are siding with Royal Fortune rather than remaining impartial.

Could my case be assigned to someone else for a second review?

Thanks,

Maf97

Dear Maf97,

While we understand why licensing transparency is important and why it has impacted your decision to complete the KYC process with Royal Fortune. It seems you are intentionally overlooking the points I have previously raised.

Although we verify licensing details for our platform, you do understand that we cannot control information on other sites, like Casino Mentor or www.222.com, right? Ultimately, Royal Fortune is responsible for ensuring that accurate and up-to-date licensing information is reflected across all platforms. As a result, our ability to intervene in their licensing status is basically zero, as we are not a regulatory authority.

Another important thing that has to be mentioned, please remember that your agreement to Royal Fortune’s terms and conditions was made directly with the casino, not with any third-party website. You do understand that you also bear responsibility for where and to what you decide to sign up, right?

In this case, the most practical step to move forward is to complete the account verification process (KYC), which is typically required to process any potential refunds. While we understand your caution, completing this step is mandatory to allow the casino to move forward with any outstanding balance you might have. 

You of course have the right to disagree with this or with anything that has been mentioned here, but it does not change the situation at hand.

You have the choice to either fulfill the casino's requests or decline not to do so. Ultimately, the decision rests with you. There is nothing that can be done from our side here.

I respectfully request your final response on how you would like to proceed. Otherwise, I will be forced to close this complaint as rejected because of your noncooperation.

While it is not our usual practice, I am willing to make an exception in order to assist you with your request and assure you that I'm following our usual procedure in situations like this. I have consulted a colleague to evaluate your situation and share her insights.

Dear Maf97,

Thank you for sharing your concerns with us. We understand the importance of licensing transparency and how it has influenced your decision regarding the KYC process with Royal Fortune. However, it seems you may be overlooking some key points previously raised.

While we verify licensing details on our platform, please understand that we cannot control the information presented on external sites like Casino Mentor or www.222.com. Ultimately, Royal Fortune is responsible for ensuring that accurate and up-to-date licensing information is reflected across all platforms. Our ability to intervene in their licensing status is essentially non-existent, as we are not a regulatory authority.

It’s also important to remember that your agreement to Royal Fortune’s terms and conditions was made directly with the casino, not with any third-party website. You bear some responsibility for where and to whom you choose to sign up.

To move forward, the most practical step is to complete the KYC process, which is typically required for processing any potential refunds. While we understand your caution, completing this step is essential for the casino to address any outstanding balance you may have.

You have the choice to fulfill the casino's requests or decline not to do so, but ultimately, the decision rests with you. If you choose not to cooperate in completing the verification, we will unfortunately have no choice but to close your complaint as rejected due to noncooperation.

I appreciate your understanding, and please let us know how you would like to proceed. If you have any further questions or need assistance, don’t hesitate to reach out.

Best regards,

Petronela

Hi Michal and Petronela,

I truly appreciate both of your viewpoints and understand from a business standpoint that you cannot intervene when it comes to licensing matters as it is out of your remit; however, when I registered under their terms and conditions, it clearly stated that they were currently licensed on their website, which it still does. This information is now inaccurate, and they have failed to update their site to reflect this change. In this instance, they should have removed the Casino Mentor link from their homepage and reached out to Casino Mentor to request an update that accurately reflects Royal Fortune’s unlicensed status. This would help prevent players from being misled.

I want to clarify that I would not have registered or accepted their terms and conditions had I known they were unlicensed. Therefore, it is unjust to suggest that I overlooked this when signing up, as I was completely unaware of their unlicensed status and relied on what was being advertised at the time. While I understand that you cannot assist with licensing issues, surely you can help address this matter?

Royal Fortune are misrepresenting themselves and what they have done is technically a breach of contract when it comes to their terms and conditions.

Why have they failed to include any licensing information in their terms and conditions? They should inform players that they are unlicensed and clarify that if a player registers, any responsibility for issues that arise will rest solely on the player, as they will not be able to seek advice from a licensing authority.

Like I said, I more than happy to upload my KYC documentation but only when I have guarantee that all will be secure.

Please keep this case open as I need to seek further legal advice.

Thanks,

Maf97

Dear Maf97,

I am starting to feel that our ongoing discussions regarding this issue are becoming less productive. I have consistently communicated the only currently feasible course of action, yet it appears that you continue to focus solely on your perspective. I must admit that my interest in reiterating that we are not responsible for the information found on third-party websites is waning. Ultimately, Royal Fortune, like any other casino, has the obligation to ensure that accurate and up-to-date information about its operations is accessible across all platforms. Our ability to influence their licensing status, akin to that of any other casino, is basically zero as we do not function as a regulatory body. I encourage you to direct your inquiries about this matter to the appropriate authorities. Unfortunately, we are and will be unable to assist you in this matter. I hope this clarification is fully understood by you.

While I agree with you that ideally, the casino should notify its players of any such changes, it is important to understand that, as explicitly stated in the casino's terms and conditions, it remains the players' responsibility to review them regularly.

I recognize that this may not be the most favorable scenario; however, your agreement to this is indisputable. While it may not be to your liking, it remains a fact that cannot be overlooked.

The exchanges we have had to date have not yielded significant advancement, as you continue to reiterate the same arguments. Please understand you have the option to either comply with the casino's requests or choose not to. There is nothing in between. Please recognize that this requirement is non-negotiable.

There is nothing further that can be done from our side here.

Feel free to seek further legal advice or escalate your case further to the relevant authorities, you certainly have this option, but we are not able to pursue your case further.

Regardless of the casino's current license status, they still have its internal terms and conditions, and as I mentioned multiple times, any possible refund will only be evaluated after you or any other in a similar situation have successfully completed the KYC and AML procedures.

I respectfully request your clear, final response on how you would like to proceed. Otherwise, I will be forced to close this complaint as rejected.

Hi Michal,

I apologise if it seems that I am being repetitive and coming across as argumentative, that is certainly not my intention. I just want to get my point across and work toward a resolution, as this situation has been ongoing for some time and has caused me a lot of stress. I am genuinely grateful for you helping me with this complaint.

When I logged into my Royal Fortune account earlier, I noticed that the verification process has already started. I verified my email, but I did not upload proof of my credit card; however, it shows that verification has been completed for this, which is quite confusing, and I am unsure as to what is happening.

I also spoke with an advisor named Sean on their live chat tonight, who informed me that their licensing information is included in their terms and conditions and that they do hold a Curacao license. Please refer to the screenshot below (I have removed my email address from the screenshot since this post will be shared publicly, but I can send you the original version via email if needed).

They keep giving me conflicting information, making it hard for me to trust them and causing me to have doubts about sending them anything. I am beginning to question whether they might be a scam, and I am worried that if I upload my documents, they will continue to ignore me like they have with other players. If this happens, what grounds do I stand on, as I will not able to turn to any licensing authority?

As I mentioned in my previous message, I fully respect and understand that you cannot intervene in matters of licensing. However, I would greatly appreciate it if you could seek clarification from Royal Fortune as to what is happening with the verification process and why their advisors are offering conflicting information. I would send an email to their compliance team, but it is very likely that I will be ignored again.

Thank you.

Kind regards,

Maf97

Dear Megan , We appreciate your understanding that the completion of the KYC and AML processes is mandatory for us to consider any refund requests. Please be assured that all player information is managed in accordance with the privacy policy you accepted, along with the full terms and conditions. At this point, there is nothing else we can do. We kindly request your prompt attention to this matter, as any delays may be interpreted as intentional noncooperation, resulting in an inability to fulfill the KYC and AML requirements, and your account will be permanently closed as per our company policy.

Hi Royal Fortune,

Kindly revisit my latest message from two days ago and respond accordingly.

A live chat advisor claimed that Royal Fortune is licensed by Curacao; however, both Curacao eGaming and Casino Guru have stated otherwise, confirming that Royal Fortune is not licensed. This violates the terms and conditions. Royal Fortune is suggesting that players have protection when, in fact, they do not.

Why are advisors disseminating false information to players?

My account shows that verification for proof of credit card has been completed, but I have not submitted any photographic evidence of my credit card.

Why does it show this?

Kind regards,

Maf97

We need o verify you ID and proof of address. Your cand status has been corrected now and it is not verified

Hi Michal,

Could you please request that Royal Fortune respond to the first question in my previous message? It seems to be getting overlooked.

Thank you.

Maf97

Dear Maf97,  

Your response to the live chat operator's not fully accurate information appears to be somewhat exaggerated. It could simply be a case of human error. However, I have already reached out to the casino team to address this matter.

Dear Royal Fortune Casino,

Can you please address the player's questions?

our license is valid and we have it in our terms

Hello Royal Fortune,

Curacao eGaming have explicitly stated that they do not license Royal Fortune.

It was also mentioned by Michal that he had been informed that Royal Fortune previously held a license but are currently in the process of obtaining a new one.

Michal, can you understand why I am having difficulty placing my trust in Royal Fortune? The information surrounding their licensing raises significant concerns for me.

Kind regards,

Maf97

Dear Maf97,

I have followed up with the casino team regarding Royal Fortune Casino's licensing status, and while strictly technically speaking Easymarketing N.V. the owner and operator of Royal Fortune Casino does hold a Curacao license, however for Royal Fortune Casino itself the "company license" does not align with the usual requirements of a valid official license status that other casinos have, thus we consider this not a valid license for this particular casino at the moment. I understand your concerns about providing documents, and I acknowledge that some information from different team members may appear inconsistent, however, the casino has its terms and conditions and its internal processes in place regardless of the current licensing status.

Furthermore, as I have already mentioned, this has no effect on the fact that before any refund can be issued, you must complete the KYC and AML procedures.

My reference to the casino working towards a license was based on information from the (I suppose the appropriate) contacts within the casino team. However, the timeline for obtaining this license depends entirely on their progress with the licensing authority.

With all this being said, the only possible option to somehow move your case forward is to either comply with the casino's requests or choose not to. There is nothing in between. Please recognize that this requirement is non-negotiable.

I respectfully request your clear, final response on how you would like to proceed.

Hi Michal,

Thank you for looking into this for me and providing such a detailed response. I truly appreciate it, and everything is clear now.

Royal Fortune - Am I ok to upload my CitizenCard as proof of identity? Also, are there any specific requirements for proof of address?

Kind regards,

Maf97

Hi,

We need ID and utility bill as proof of address. This are mentioned in terms and conditions.

Hi Royal Fortune,

Will a CitizenCard be recognised as a legitimate form of identification?

Will a mobile phone statement be considered an acceptable proof of address?

I am having difficult locating what documents are deemed acceptable in your terms and conditions.

Also, will the total refund I receive be £335?

Kind regards,

Maf97

Hi,

We have reply to all that that and will not reply here again, we have out KYC email.

Mobile bill is not a utility bill. Upon KYC verification we will evaluate the request.

Hi Michal,

I am making a genuine effort to resolve this matter once and for all. All I am asking from Royal Fortune is a clear response regarding what qualifies as acceptable proof documentation before I upload. I do not understand why their replies always come across as passive-aggressive and vague, as if they cannot be bothered serving customers. They show no signs of professionalism at all!

As I mentioned, I have attempted to email their KYC team, but I get ignored every time, which is why I have decided to communicate with them through this channel, as it is the only way I will receive a response.

I am extremely appalled by their handling of this situation and will be making this known to others.

Kind regards,

Maf97

Hi Michal,

I reached out to Royal Fortune to see if I could use my CitizenCard as proof of ID. They responded to say that it would be rejected and that I would need to provide either a passport or driving license, as mentioned in their terms and conditions, which I cannot seem to find. Unfortunately, I do not have either of those forms of ID available.

I am confused as to why they will not accept a CitizenCard, given that it is a recognised form of ID that includes all the necessary information for verifying my identity.

They also said that they will only accept a utility bill as proof of address, with no other alternatives allowed. This seems very restrictive; surely they should consider a wider range of documents for proof of address?

Kind regards,

Maf97

hi,

bellow are terms:

In order to verify Player’s Account, We require documents (ID, payment systems, utility bills etc.) in Latin or Cyrillic alphabet. In case Player doesn’t have an opportunity to provide documents in above-mentioned alphabets company reserves the right to demand video verification where Player shows his/her documents

Hi Royal Fortune,

A CitizenCard is a form of ID, which you stated would be rejected if I was to upload it. Nowhere in your terms and conditions does it specify that only a passport or driving license will be accepted; it simply states "ID." Due to these reasons, a CitizenCard should be accepted.

Kind regards,

Maf97

ID is driver's license or passport

Hi Michal,

I am having a hard time resolving this issue with Royal Fortune. I am unsure how to proceed because I do not have a driving license or passport, only a CitizenCard.

Please can you help with this.

Many thanks,

Maf97

Dear Royal Fortune team,

Although I understand that in most countries an ID is typically an ID card, Passport, or Driving license, however, in the UK the CitizenCard is a valid form of ID as well.

A passport or a driving license are other forms of ID however, these are not mandatory documents and a lot of people don't have them. The CitizenCard is recognizable by the police or as a Voter ID so I don't see a valid reason why the CitizenCard should not be accepted as a valid form of ID in your casino. I would be grateful if you could reconsider your stance on this issue, as it appears to be lacking in justifiable reasoning.

ok we will accept it

Hi Royal Fortune Casino,

The requested KYC documents have now been uploaded to my account. I have also emailed my bank details for the refund.

Kind regards,

Maf97

Hi Michal,

Royal Fortune have rejected both my proof of identity and proof of address.

I uploaded my CitizenCard and a financial statement. Both sides of my CitizenCard were uploaded, and the financial statement is a paper copy issued within the last 3 months. It displays my full name, current address, statement date, and financial information.

I do not understand why they have rejected them.

Kind regards,

Maf97

your account is verified now

Hi Royal Fortune,

Thank you for verifying my account.

How long will it take for the full refund to be processed?

Kind regards,

Maf97

Hi,

As we multiple time we explained your request will be evaluated, there is no guarantee.

Regards

Hi Michal,

I am very unhappy with this whole situation.

Minutes after my account was verified, my refund request was rejected, and my account was blocked.

The live chat operator should never have reassured me that I would receive a refund once my documents were uploaded. Given this assurance, they should honour it.

It has just caused me unnecessary stress for the last few months. I really think this is unfair.

Dear Maf97,

While the live chat agent did mention that a refund would be provided once the requested documents were submitted, it’s still unclear if this response was not connected to other prior questions. Why do you keep posting only the one particular screenshot? Do you have the whole chat transcript? If so, please share it so we can better understand the full context.

Moreover, I don't think I have received any really valid reason why you believe you should receive a refund of funds you fairly lost with your gameplay?

Additionally, the casino team has mentioned several times that a refund could be considered, but there has never been a firm commitment made to issue one in the complaint thread.

Hi Michal,

I have sent the whole chat transcript to you via email.

I provided my reasons for requesting a refund at the very start of this complaint thread. A key point I raised is that Royal Fortune should monitor the information that is being shared about them online by third parties. While I understand that you do not have control over third party sites, I strongly urge Royal Fortune to contact www.222.com and ask them to remove the false claim that shows they are affiliated with GamStop and hold a UKGC license, as this still remains unchanged since I first raised this issue. This false claim led me to believe I was fully protected as a UK resident and GamStop user when signing up. This matter needs to be addressed, as what has happened to me could easily happen to someone else.

Furthermore, if the live chat operator confidently assured me that a refund would be received once the documents were uploaded and verified, this commitment should be honoured in good faith, even if gameplay was involved. This understandably led me to believe the refund had been agreed upon as a goodwill gesture, pending verification. However, it was months later that Gabriel informed me that the refund was not guaranteed. For months, I was told my case was being worked on, yet no meaningful updates were provided, leaving me in limbo. Only after involving you did any progress occur.

After months of stress and frustration, Gabriel did not thoroughly review my refund request and instead rejected it within minutes of my account being verified, without providing any explanation. I had a strong feeling that this would happen. How is this even remotely fair?

Dear Maf97,

Sorry for the slight delay in my response.

I have reviewed the livechat conversation you had with the agent. While I understand that he indicated you would receive a refund, it appears that his response may have been more of a standard reply rather than a specific assurance.

You mentioned this at the beginning

Hi. I closed my account. I requested a full refund, and I have been asked to provide my ID, Proof of Affeess and Card image. Is this legitimate and required for the refund to be processed?

he responded:

Indeed, that's correct. In order to make a withdrawal or receive funds, it is absolutely necessary to be verified.

You later wrote:

I reached out to the Compliance Team and they have asked me to provide the following: Proof of Identity, Proof of Address and Card.

for a full refund on all of my deposits.

To which he replied:

Indeed, that's correct. Once you provide us with proof, you will receive it.

The subsequent inquiry you made regarding the refund amount did not receive a direct response from the agent. This is likely due to the agent's lack of information regarding your account's remaining funds or your eligibility for a refund. Consequently, the agent indicated that the casino support team would contact you with further details.

What happened later we know already, your hesitation in providing documents for the KYC which is an industry-standard procedure to process any payment at all has prolonged this situation significantly.

I can agree with you that Royal Fortune Casino, like any other casino, should take the necessary steps to make sure the information about their casino shown on any 3rd party websites is accurate and up-to-date, however, it is the player's sole responsibility to check and familiarise themselves with the actual terms and conditions of the casino, including their licensing status on each casino official webpage. It is important to note that you agreed to the terms set forth by the casino itself, rather than those displayed on external sites. It is a common practice in the industry for such information to be readily available, and Royal Fortune Casino does provide it.

 As you mentioned:

"if the live chat operator confidently assured me that a refund would be received once the documents were uploaded and verified, this commitment should be honoured in good faith, even if gameplay was involved."

In good faith, you do understand that as a UK citizen, you should play only in UKGC licensed casinos, right? Have you taken the time to check if Royal Fortune Casino has a valid UKGC license displayed on its webpage? I guess you know the answer.

Additionally, from experience, we know that some players, despite being registered with Gamban, are actively seeking out online platforms that feature casinos not subject to Gamban or UKGC regulations.

Reflecting on our previous interactions, you already found yourself in a situation where you have been playing in a casino that does not have a UKGC license and you also requested your lost deposits back. This second situation cannot be considered a mere coincidence. Although in the first situation, Jokabet Casino showed their goodwill in refunding your deposit, I am uncertain as to why Royal Fortune Casino would be obligated to return the funds you have fairly lost. Unfortunately, we cannot compel them to do so. As previously stated, your request will be taken into consideration, and it has been.

I recognize that this response may not meet your expectations, but I must express that your request for a refund does not seem to have adequate justification. If you wish to escalate your complaint to the appropriate authorities, you are free to do so; however, I'm not able to pursue your case further and I will have to classify your complaint as rejected.

I will certainly give you the chance to share your thoughts. However, I would appreciate it if you could concentrate on whether you intend to advance your case with the appropriate authorities or if the explanation given has clarified that, as an adult person, you must take responsibility for your actions.

Hi Michal,

The third party advertisement led me directly to Royal Fortune’s site, which led me to believe they were officially licensed and approved by the UKGC. Similarly, another advertisement suggested that Jokabet also holds a UKGC license. However, it is important to note that the circumstances surrounding my refund request with Jokabet are entirely unrelated to this complaint and should not be compared, as they are irrelevant to the current issue and somewhat different.

Upon reviewing Royal Fortune’s terms and conditions, I noticed that there was no mention of any licensing information. Not all casinos provide full details of their licensing on their websites, and Royal Fortune only states that they operate under the laws of Curacao. Many casinos hold multiple licenses but typically only display the one for their primary jurisdiction. In this case, I assumed they were licensed both in Curacao and by the UKGC, especially since they offer services to UK players. While I acknowledge that I could have been more vigilant and conducted further research, I trusted the information provided by the third party advertisement and Royal Fortune’s focus on UK players. Given these factors, it seemed entirely reasonable to believe they were properly licensed to provide services to UK players.

The live chat operator should not have addressed the situation if it was outside his area of expertise. Instead, he should have directed me to the appropriate team from the start, rather than giving premature assurances. The message was clear and direct: a refund would be processed once the required documents were submitted. This commitment should have been honored, but instead, conflicting information has caused unnecessary upset and confusion.

The KYC process took longer than expected due to my discovery that they do not have a license, which naturally raised concerns. This is completely understandable, particularly when you are being asked to provide personal documentation. Would you willingly hand over your documents without first questioning the situation?

Do you deem it acceptable that, after all the time and stress, Royal Fortune rejected my refund request just minutes after my account was verified, without providing any explanation or justification? Surely, a more reasonable amount of time would have been needed to properly evaluate the request. I have sent several emails asking for an explanation as to why it was rejected, but once again, I have received no response.

How can I raise this issue with any authority when Royal Fortune does not even have a valid license? Without proper licensing, there is no clear process for addressing problems or disputes. It will be difficult to obtain proper oversight or resolution when Royal Fortune is not held to the rules and standards that licensed operators should be required to follow.

Michal, I must express that I find your responses to be quite abrupt, and I do not appreciate the tone in which they have been delivered. I reached out to Casino Guru seeking support and assistance, not to be spoken to in this manner. Referring to me as an ‘adult person’ comes across as patronising and condescending, which is uncalled for. Since the beginning of this complaint, I have felt that you have sided with the casino instead of properly considering the concerns I have raised. This has been incredibly frustrating, as it seems my situation is not being handled with the impartiality and understanding one would expect in pursuit of a fair resolution. There are more professional and respectful ways to engage with people, and I feel this has not been demonstrated in our interactions. Instead, I feel that your responses have been filled with attitude, and I believe neither of us should have to endure disrespect.

I would greatly appreciate it if you could escalate my complaint to a senior member of the Casino Guru team for further review. I am disappointed with how it has been handled so far and feel the situation has been treated unfairly. I believe a fresh perspective from someone with more authority could help ensure that my concerns are properly addressed and the matter is resolved in a just manner.

If escalation is not an option, could you please let me know if Casino Guru has an internal complaints process for individuals who wish to address issues with your services directly? Or, would the complaint simply be closed and I would be left to leave feedback on TrustPilot?

Dear Maf97,

Your recent reply has reaffirmed our concern that any further discussions on this matter are becoming increasingly unproductive and don't yield any advancements, as you remain focused solely on your perspective, despite the explanations provided. While you undoubtedly have the right to hold your opinion, it is important to recognize that this does not necessarily imply that it is correct.

Your response appears to rely heavily on your assumptions and, once again, information sourced from third-party websites. As I mentioned multiple times and my colleague Petronela confirmed that too:

It’s also important to remember that your agreement to Royal Fortune’s terms and conditions was made directly with the casino, not with any third-party website. You bear some responsibility for where and to whom you choose to sign up.

Your request for a refund just does not appear to have adequate justification. You voluntarily found the casino, and you voluntarily registered with Royal Fortune Casino agreeing to the established terms and conditions. It is unclear on what grounds Royal Fortune Casino would be obligated to return the funds that you have rightfully lost with your normal gameplay.

I understand that the outcome of this complaint is not what you have hoped for, but the reasons for this decision have already been shared.

We provide our services to players free of charge and aim to support those who have faced unjust treatment by casinos. However, we feel that this particular situation does not fall under that category. If you believe that other services may be better suited to address your concerns, we encourage you to reach out to them, as this could be beneficial for both parties and allow us to focus on assisting players with genuine issues. Should you decide to escalate your complaint to the appropriate authorities, you are free to do so; however, please be aware that I will not be able to take further action on your case and will proceed to close your complaint as rejected.

I wish you the best of luck in your future gaming pursuits.

Best Regards,

Michal

Casino Guru