Refusing to issue a clearance certificate despite of closing the case

Hello,

Please note that my cousins were caught for driving without license and possession of alcohol in RAK; however, the court has cleared all after the payment of the fine amount levied by the RAK court.

One of them is currently employed in RTA (Roads and Transport Authority) as a taxi driver. On applying for a good conduct certificate, the police denied it in spite of the case being closed.

Please advise what steps are to be taken to acquire the clearance certificate.