The player from the United Kingdom had requested a withdrawal of £167, but after 5 days, it had not been processed. She faced delays in her withdrawals, which had occurred multiple times, and reported rude customer support responses. The issue was resolved after the player confirmed the resolution, and the complaint was marked as 'Resolved' in the system. The Complaints Team ensured that players were supported and encouraged them to reach out for any future issues.
Fortunica Casino - Player’s withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: £167
Fortunica Casino
Safety Index:Below averageCase summary
Discussion
Public
Public
2 months ago
I did request a withdrawal of £167.
After 5 days it has not been processed.
When I contact the support, the answer is 'just wait'.
They are rude in they customer approach.
It has happened to me 4 times in a space of few days that my withdrawals were delayed. The worst casino ever.
I am still waiting for my £167
Public
Public
2 months ago
Important Notice:
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Dear polat,
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, please, let us know and we will intervene and try to help you.
I have scheduled a follow-up for 9 days from now to check on the status of your withdrawal. Please notify us if your withdrawal is processed before then.
Thank you in advance for your patience and understanding.
Best regards,
Katarina
Public
Public
2 months ago
Dear polat,
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.
Public
Public
2 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear polat,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Katarina
