Royal Fortune Casino - El retiro del jugador se retrasa y los problemas con la cuenta persisten.

I have exactly the same problem with this casino as most people who express their opinion on the internet. It is impossible to make a withdrawal from that casino. My account is verified, I have provided them with all the necessary documents, but it is still not possible to make a withdrawal. I have been asked for all kinds of documents, even those that do not exist in my country. I have provided them with the papers they require, paid a lot of money to have them apostilled, and the answer is still - It does not suit our relevant team. And that's it. I have nothing more to present to them. I have looked into the solution that I can present whatever is needed, because I have nothing to hide. But in the end, none of the documents fit, and I am not allowed to make a withdrawal. If you read online reviews, you can see that there are a lot of people with the same problem. I think this casino is a scam.

https://uk.trustpilot.com/review/royalfortune.co

I have been communicating with them for 4 months now, and the result is always zero. A dead circle. The complaints department has not responded to me once during this time. Support says to contact the kyc team, and the "Gabriel" there says that the documents I apostilled are not valid for him. And that's the end of the matter. I have investigated what else I could send you as proof, but that's the end of the matter.. This story starts all over again..

I also filed a complaint with Curacao eGaming, let's see what they respond.

But this is not normal. All people are struggling with the exact same problem.. they just refuse to pay out, citing some non-existent documents or something, even though my account has been verified a long time ago!!

Dear 0tt123,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Royal Fortune Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• How long have you been a customer, and what was the date of your withdrawal request, please?
• Have you ever had a successful withdrawal, please?
• What documents have you already submitted for your KYC verification, please?

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,

Katarina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello Katarina,

I have been a user of this site since 24.02.24 - my first sports bet was made then. And the last bet was made on 03.03.25 - so then I tried to make a withdrawal also.

And no, I haven't been able to make any withdrawals from there. This should have been the first, but it's not allowed.

To verify my account, I have provided them with an ID card. My utility bill for identifying my address. Photo of credit card - For ident of card. And email.

After this, my account was and is verificated. I have a screenshot of this.

Since the account was verified, I tried to make a withdrawal. And that's where the problems started.. First they asked me for a picture, with my ID card and a computer with the Royalfortune login page open. I sent them this picture too.

Still not allowed to make a withdrawal, and like others, they said that the "relevant team" still wants documents. Now the tax return. I sent them that too. And again I waited..

But the same thing again... can't make the payment because the "relevant team" still wants documents... Now send us the utility bill, with an apostille?!?!

Then I tried to explain to them that in Estonia, in Europe, we can only apostill official documents, and a utility bill is not a document. It is not simply possible to apostill it. It is also not possible to apostill a telephone bill, and other such things, because they are not official documents!

But they always replied with the same thing, to get an apostilled utility bill. After several months of correspondence, when I had proven via chatgpt that the document they required does not not exist in my country, they replied like this, I quote: "We would like to inform you that since it is not possible to send a utility bill with apostille, you may send us a POA (Proof of Address) with apostille"

I then took an extract from the Estonian National Land Registry, which clearly showed that the given address belongs to me!! In addition, I paid a lot of money to get an apostille for it!! There is no more official or honest way to prove an address than that..

And then after a couple of weeks they simply replied that it was not suitable. Send something else, with an apostille. Now we are coming round again to the point - in Estonia, in Europe, you cannot apostille utility, electricity or telephone bills, etc. And I have nothing more to present to them. I presented the one and only, the most reliable document with apostille... I think they will say the same about the next apostille, and the next and the next.

And when I started reading reviews about them, I realized that it is a scam. All customers have the exact same problem.. No one can make a withdrawal from there. They ask impossible things until the person finally gives up and gambles away their money. Or they just close the account. I don't do that. I haven't done anything wrong, and I have provided ALL the necessary documents that can be provided.

You can read about these scams here: RoyalFortune Reviews | Read Customer Service Reviews of royalfortune.co

Dear 0tt123,

thank you for your reply.

Have you accumulated your winnings with the help of bonus, please?

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Looking forward to your reply.

Katarina

Dear 0tt123,

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.

Hello Katarina,

I already sent all the materials you requested to your email, as you requested. Or should I add them here?

I sent the letter again, all the screenshots, emails etc are there.

And i havent use any bonuses never ever.

If you look trustpilot etc sites, then you see, that almost everyday new people are complaining exactly same thing..

Allan

Allan

Thank you very much, 0tt123, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@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 Katarina,

Thank you very much for your help!

Lets hope for the best.

Allan

Dear 0tt123,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Royal Fortune Casino representative to join this conversation.

Dear Royal Fortune Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

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.

Hello,

they don't answer anyway. They don't care. But is that the end of it? They just keep on deceiving people and there's nothing anyone can do?!

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,

Mirka Dubasova