TrueFortune Casino - O pagamento do jogador foi atrasado.

Hi guys I'm having a problem getting cashed out. I had to verify like 5 things to be able to do so which I did . I play other casinos and once I ask them to cashout I receive them in minutes almost instantly. I asked about three days ago to withdraw but nobody is trying to help me. I

Dear alvarezlozo700,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear alvarezlozo700,

Have you received your withdrawal from the casino yet?

Hi. No I still haven't. I've sent in all my documents to verify my account and has been verified but no withdrawal yet. Unfortunately

Thank you for your reply, alvarezlozo700. Have you made any successful withdrawals before? Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed in your casino account?

Have you accumulated your winnings with or without an active bonus?

No I haven't had any successful withdrawals I made a request to withdrawal before the last one I made. Is say processing on my request and yes I used a bonus of a match100% but I am not disqualified for any reason.

One last thing before we contact the casino - could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear alvarezlozo700,

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.

I have sent you the messages you asked for

Thank you very much, alvarezlozo700, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you alvarezlozo700 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask TrueFortune Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

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.

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 we cannot verify under which license the casino operates 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,

Peter

We’ve reopened this complaint at the request of TrueFortune Casino. Dear alvarezlozo700, we have been informed that your withdrawal was successful, can you please confirm that?

Thank you in advance!

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.