Royal Fortune Casino - Player's withdrawal is delayed due to verification issues.

I submitted all documentation for verification and it was verified almost instantly. For some reason their website fails to accept my utility bill and it won’t upload. I emailed the kyc team on 31.3.2025 with pdf version of bill and they aren’t verifying me or replying to my emails. Live chat have been saying I should have been verified within 24 hours max but no responses. Concerning when my other documents were verified straight away. Due to these delays I have £650 I can’t withdraw.

Dear Belladog,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you are facing with the verification process at the casino, especially since your other documents were approved so quickly. I understand how frustrating this must be, especially with £650 currently unavailable for withdrawal.

To better understand your case and assist you effectively, could you please provide some additional details?

1. Did the casino specify any reason why your utility bill was not accepted?
2. Have they asked you to submit the document in a different format (e.g., JPEG, PNG, or a lower file size)?
3. Has the live chat team provided any updates about why the verification is delayed despite their 24-hour timeframe?
4. Have you received any automated responses or ticket confirmations from the KYC team?
5. Could you forward the communication you’ve had with the casino regarding this issue to petronela.k@casino.guru?

Your cooperation in providing these details will help us investigate and work towards a resolution.

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,

Petronela