Royal Fortune Casino - Igrač se suočava sa odloženom verifikacijom naloga.

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

Okey, and police department isn’t good enough? Does it have to be picture of a original stamp on paper or it’s fine to get it sent over email just?

We need it scanned.

We have explained the requirement of the apostiled. Also, we will reply via email in such questions not here

Okey I will send you this documents in the next couple of days on email then. I’ll reply here when it’s done ✅

Hello Perraboj,

Please, let us know as soon as you provide the casino with the documents.

I'll be awaiting your reply.

Hi just an update, it’s in process and a lawyer is helping me getting my phone bill apostilled. He reckons it should be done by Tuesday now the 24th Dec 2024 almost 400AUD$ it costs me to get this certificate/ apostilled! I would appreciate if I finally can get my account verified after this 🙂

Hello Perraboj,

Thank you for your response. Please let me know once you provide the casino with the apostilled phone bill.

I'll be awaiting your reply.

Hi! I’ve sent you both the Apostilled phone bill.

Hello, @Royalfortune any chance to get this sorted please?

Dear Royal Fortune Casino,

Could you review the provided document and let us know if the player has passed the verification?

I'll be awaiting your reply.

Okey I wonder what’s going on with this verification? I barely getting any answer from KYC on emails or when I do it takes a few days all the time. It’s been over 5 weeks I’ve been waiting now like. Have anyone ever got their account verified and been able to withdraw money after they won some money? Genuine question! Why does it takes this long otherwise. Ive done nothing more then corporate and sent all these different documents to proof who I am.

We have replied via our KYC email

Hello Perraboj,

Did you manage to receive an email from the casino's KYC email? Could you let us know what they have replied?

I'll be awaiting your reply.

Hi! Yes 3 days ago they replied this:

". Dear Martin

We would like to inform you that your document has been forwarded to the relevant department, and we are awaiting their response. As soon as we have any updates, we will notify you via email.

Thank you for your cooperation.

Best regards "

and this was sent to me on 27th December.

So I’m still waiting to get my account verified. And I’ve asked KYC for an update the other day.

okey so now they want me to pay another 400$ to get another document apostilled! This is actually insane and totally unacceptable. Give me all my deposits sent back to me! SCAM of a site!!!!

"Dear Martin

We hope this email finds you well. We would like to inform you that the relevant department is requesting additional documents. Specifically, they are asking for the source of funds apostilled.

Thank you for your cooperation and understanding.

best regards "

why would I find this email well like?? Yes I’ve been waiting over 5 weeks to have my account verified and withdraw my money!! And sent every single possible documents

As per our terms we can ask additional documents, as per your last email you asked for deposits refund. We will proceed within 3 business days

I sent an email to KYC of my bank details, can you please confirm when the transfer has been processed/made

Hi,

We dont support swift,we can send bank trsfer via sepa or crypto.

I’ve sent you my ETH address on email.

So I won’t even get anything back of my winnings even tho I’ve sent the apostilled utility bill? Or the money I had to pay for getting it?

We have replied via our KYC email for additional documents

Yes I know you asked me to pay for more apostilled documents which I can’t do right now.. it’s 400$ each time!! because I know you guys gonna ask me for more and more and more after that as well. But send me all my deposits back for now thanks

I’ve sent you guys my ETH address to receive the money.. sent it to KYC@ yesterday. Can you guys please confirm to me and send me a recipe or proof when the transaction is made thanks

Dear Royal Fortune,

Will other documents be required besides the source of funds?

Could you state why do you need the source of funds to be apostilled? As the main issue lied within the missing middle name in registration form.

I'll be awaiting your reply.

Yes because I already proofed my identity in so many way! And it’s very unfair that you guys request more than one apostilles document when it costs a lot of money! And so stressful this dealing with this for 6-7 weeks now and haven’t seen a single $ or good news since 😕

We refunded the deposits. We asked apostilled source of funds for Genuity and AML reasons. Our compliance department may ask additional as per our terms

Dear Royal Fortune Casino,

Could you give us a final list of documents which will be required from the Player with an explanation of why you need these documents?

I'll be awaiting your reply.

Yes as Stefan mentioned above it would be great to see what other documents you might ask for? I just want this whole thing out of the way and be able to withdraw my money. I mean you already seen me on a picture holding my passport next to my account, and also proof of the card issuer that I’m the owner of my credit card and same for address apostilled with name and everything. The deposit I made on Royal fortune doesn’t even cover the cost of the apostilled document I had to do…

What’s the main reason you/they keep asking for more information? It’s just a big delay.

we have replied via email the additional documents

Yes but would this be the final document? Or I’m gonna have to pay multiple times of apostilled documents? Because if it’s gonna be more and more it will be to expensive for me. Or send me at least half of my winnings not only 350$ out of 20000$+

It is in our KYC department discretion to ask or not extra documents based on our terms that you accepted during registration

And you can’t even find out or tell us how many more documents you might end up asking for after this second apostilled one? It’s just a simple question and I can’t find this information on the website under terms and conditions either. I don’t think a single player knew about they will be asked to pay hundreds worth of dollars to proof your identity multiple times. Like a passport and a selfie should be more than enough! I could’ve just had a video call with you instead 😩

Royal Fortune Casino, any chance to get a list of those potential more documents you might ask for to get apostilled, I know about the last one you asked for ( source of funds) but if it will be more? so I know how much money everything will cost! Because it’s way easier to get everything done at the same time… you guys just delaying us players from getting our winnings at this point and it’s very obvious.

Dear Royal Fortune Casino,

Could you respond to my questions?

I'll be awaiting your reply.

Could I please get the information from the relevant team @Royalfortunecasino ? So I can sort out this last apostilled document! Surely they can give you a straight answer for the reason they keep asking for more? If it’s just this source of funds I’ll get it sorted in the next days. But if you guys gonna ask for more and more it cost med thousands of dollars

thanks

Hi,

Source of funds was the last document.

Player's balance is zero today,all funds lost, so nothing more to be discussed and case should be closed.

You guys withold my 350$ deposit from my winnings and them should be refunded as you still have them!

Deposits have been refunded back to card, we have informed you about this already

I haven’t got any refund! And haven’t seen any new transactions either! What date did you transfer this??

Before one week and it can take up to 15 business days

Hello Perraboj,

I hope this message finds you well. I want to extend my sincerest apologies for the unfortunate situation regarding the loss of your funds at the casino. We understand how distressing this can be, and we deeply regret any inconvenience this may have caused you.

Could you let me know once you receive the refunds?

If you have any questions or need further assistance, please don’t hesitate to reach out. We’re here to help.

I'll be awaiting your reply.

Dear Perraboj,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.