FUCKMATE Casino - Player's withdrawal is delayed due to breach claims.

two issues with my $3899 withdrawl their saying I breached their terms and conditions their saying I breached by using a chance win on a game carnival but they state you can’t buy bonus’s or use features wins I clearly used chance win and technically their promo states minimum $50 required I deposited $43 I’ve got all the proof required they just don’t wanna pay me out looking for any excuse at one point they even stated inactivity was the reason for the forfeit

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Fuck mate (Fuckmate.com).

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please clarify whether you used features in the games you played while wagering the bonus?
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello the bigger issue is I deposited $43 instead of the minimum $50 and I got them stating that u can’t get bonus promo if u don’t deposit the requirement minimum I can send screen shots

Thanks for your reply,

Do I understand correctly that despite depositing less than 50 AUD, the bonus was credited, and while playing with the bonus funds, the rules of said bonus were breached?

Sadly, the screenshots you provided are not clearly legible.

Thanks in advance for the clarification.

Thanks for your reply.

Without clear and legible screenshots, we are unable to review the situation.

Kindly provide me with screenshots where the information is legible.

I apologize for the inconvenience.

Dear Javiergelos,

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 sorry not quite sure what your requiring but the issue states on their terms and conditions they state u can’t feature buy or feature win but the game their stating I used this was carnival and I used an option that was chance win but in English dictionary chance win and feature win do not mean the same thing ..

the issue is that I used chance win on the game carnival bonanza but under terms and conditions they have u can’t use feature win or buy features but feature win does not mean chance win that’s plain and simple and when u talk to the casino it’s a bot Ai ur talking too

Thanks for your reply.

I apologize for any misunderstanding. The two sets of screenshots you sent me are unfortunately not legible, and therefore, we cannot review the information you sent me. If you have taken screenshots where the information is legible, please forward them to me for review.

Dear Javiergelos,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru

We’ve reopened this complaint at the request of Javiergelos. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Player's message:

Hello why is it been rejected the issue they stated I violet thier terms and conditions but it states feature win I couldn’t purchase and I didn’t I used chance win which in English terms does not mean the same thing and they don’t look into it cause u talk to a bot on chat

Dear Javiergelos,

The conversation you sent me as a screenshot is unfortunately illegible and cannot be considered evidence.

Kindly take screenshots of the accusations made against you or share any other acceptable evidence so we may review it and confront the casino if necessary.

Share it with me at tomas@casino.guru

Thanks in advance for your cooperation.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.

However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,

Tomas

Casino.Guru